Britishairways Avaliações 496

I paid nearly $1,900 for a roundtrip ticket from Dallas to Nairobi. While in Kenya, I decided to change my return itinerary to spend a week in Brussels before heading home.

What should have been a simple flight change turned into an absurd customer service experience.

My first call lasted nearly two hours. After finally reaching someone and discussing the new itinerary, I was told the changes couldn't be finalized and that I would need to call back the next day to confirm and pay. I specifically asked why they couldn't simply take my payment then and there. The answer was no.

The next day, I spent more time trying to reach British Airways. The Kenya phone numbers were unresponsive. The website chat was useless. The UK number didn't work either.

This morning I tried again. After another half hour on hold, I finally reached an agent who confirmed all of my new flights and provided the fare difference. Great. Problem solved, right?

Wrong.

When I asked to pay, he informed me he couldn't process the payment and would need to transfer me to another department. After another hold, he returned, repeated the cost, and then the call disconnected. No callback. No resolution. No ticket issued.

So now I have to start the entire process again.

I don't mind paying a change fee. I don't mind waiting on hold occasionally. What I do mind is spending hours of my vacation chasing down customer service representatives who seem incapable of completing a simple transaction from start to finish.

British Airways has made a straightforward flight change unnecessarily complicated at every step. The flights themselves may be fine, but the customer service experience has been one of the most frustrating travel experiences I've had.

After this trip, I will be taking my business elsewhere.

Possibly the worst experience ever with BA.
Business class flights booked for Venice, after over an hour delay, they announce 15 minutes prior to departure that the flights is now cancelled.
Next available flight is the day after at 8pm, which doesn’t work as that means we cannot see the event we are going for.
No hotel accommodation possible on their link, but also you won’t get reimbursed if you book outside of here.
no flight earlier, we had to figure out we could go to Milan in the morning and then grab a train, to get their by early afternoon, and at least see some
The company could improve by actually getting in someone who understands IT, customer service and fix their App.

BA website is the worst website - it doesn’t actually load on my phone - just a blank page. Do they know how many sales they miss. I’m a frequent flyer and I may as well move my points somewhere else - I wanted to book flights today but just blank page comes up - this is unacceptable in this day and age

Made the mistake of transferring my Avios points to Nectar. Nectar already pays an extremely low amount for the points anyway, and make you link you British Airways account to Nectar. You would think that the transfer would be a straightforward, quick process. But no, completing this 10 days ago, the points are nowhere to be found. They left my BA account and never arrived at my Nectar app. Their own terms and conditions state that 10 days is the maximum timeframe for this to be completed. I have reached out to both BA and Nectar, and they simply say that the points are 'lost in transit', which is a joke really. The points were successfully redeemed and taken from my account and simply vanished. Now they say they need to escalate the matter, which obviously takes a ridiculous number of working days and you're just going around in circles. They make you believe you have all these rewards, but they are just virtual numbers that sit there, and when you actually need to convert them into something tangible, there are always so many hurdles that make it impossible. After spending nearly 20 thousand points to collect the points, this is my reward. Don't be fooled by this like I was and avoid at all costs.

Flight delayed - massive bus trip to get to plane due to a mix up with buses….even though this BA’s home port. Not at all impressed

Poor customer service on our flight from Japan to Heathrow with BA.Our outgoing flight with JA Airlines was much superior in quality, more legroom, better food with metal cutlery, and better flight crew.
BA aircrew were rude and unhelpful, serving poor quality limited choice food of which one of the two choices was unavailable, having run out. Drinks were limited, and served only twice over a 14 hr flight.Would not recommend BA as an airline or fly with them again .

BA are an absolute disgrace. They are supposed to be our flag carrier but with the state of their planes and customer service you would think they are more akin to that of a 5th world war torn cesspit.
Their delightful 777s belong in natural history museum and they leak more oil/fluid than my old landrover.
Over promise and under deliver should be stamped on their wretched planes.

My bag went missing after a British Airways flight on 12 February and was reported lost the next day. On 26 February, I received confirmation that the bag had been found — yet over the following eight calls to their customer service, I was repeatedly told it would soon be delivered to my address in Denmark.

Despite these assurances, the bag never arrived. Then, on 4 March, I was suddenly informed that the bag had been handed out to someone else — without any contact, verification, or authorization from me. This means that my wallet, ID documents, and personal belongings were released to a third party without my consent.

British Airways’ handling of this situation has been deeply disappointing: poor communication, repeated misinformation, and a complete breakdown in security and accountability. I have documentation and call records showing my repeated attempts to resolve the issue in good faith.

I am now formally requesting full reimbursement for my lost baggage and contents, along with compensation for the distress, wasted time, and lack of responsibility shown throughout this process.

It’s appalling that after being told my bag was found, it could still be released to someone else. British Airways—please take responsibility and resolve this properly

I found my account locked for some reason at the beginning of February (6th) and since then I have been trying to get it unlocked without any luck. Contacted to BA multiple times on multiple channels which took me to the same hopeless login page every time. I have been told that the relevant technical team has been/will be informed and may take a couple of weeks a number of times and so far no indication that anybody looked at the issue or been informed. I don't know what to do anymore. BA website and the customer service is a total disgrace. Giving 1 star because I can't give 0.

Avoid booking flexible fares - they offer less flexibility than the policy describes

BA had very unclear policies as I paid for a flexible fare as my wife was pregnant, we then had to rearrange and were being charged to cancel one of the two flights rather than receive any refund. Agents are not able to assist and some are incredibly rude.

This joke of a company would get -100 if there was an option! But sadly the lowest we can give is 1.
Where do we start?
1st and foremost you can NOT get to speak to ANYONE about a complaint it's all done by a sh!t show of an online service not fit for purpose!!
We had a holiday with BA to NYC and a couple weeks ago, they thought it was ok to deliver one of our cases which had medication in it 2 days late, not only that but broken!! They had ripped the zips and lock off our case! Luckily nothing was stolen!

The hotel, what a joke! Absolutely nothing like the pictures or what was advertised! I wouldn't even put cockroaches in the hotel that's how disgusting it was yet no one at BA gives a sh!t. Raised a complaint the second we got there about hotel and STILL awaiting a reply!! The hotel staff themselves were rude and equally as appealing as BA and just kept saying take it up with BA.

we will NEVER use BA again and will ensure to put EVERYONE off doing so

Shit show service, flight delayed by making passengers check hand luggage because the flight is full. Only to find there is lots of space. Really disappointed.

I had to change my flight today and Arshan assisted me. What a great asset to BA. He was amazing. Thank you Arshan 🤓

Account has been hacked with over 90,000 avios points, I complained 3 weeks ago with no reply so far, the hackers changed my email to theirs and BA said they would send a reset to the email ? As it was changed by the hacker this shows how incompetent BA customer services are, I have been trying to recontact for days on hold.

BA customer services are awful. Their staff in their India based call centre useless (and rude). And I shall never fly with them again.

My Husband and I booked business class flights to Vancouver.
We are not wealthy people. In fact we live on our pensions. My husband is 81 and I am 74.
Our Son lives in Vancouver and we try to visit him and his family every Christmas. Always using BA.
Unfortunately, our home was broken into between Christmas and New Year.
I phoned BA multiple times to try and get back home to the UK and was repeatedly put through to India.
The Indian people told me that we would have to buy new tickets and would not be refunded anything for the flights scheduled to leave Vancouver on Sunday 11th January, 21.25 Vancouver time.
This did not seem right or fair.
I sent BA a message via their site. To which I have had no response.
WE WERE CHARGED £4124.46 FOR FLIGHTS IN AN ECONOMY CABIN!
The flights were awful.
I use a four wheeled walker which is usually stowed onboard and returned to me on landing. We landed in London, hours late, for our next flight to Manchester.
My walker was missing! I was virtually helpless. I couldn't even get to the bathroom without it.
When we finally arrived in Manchester we found my walker there. DAMAGED.
After using BA for many years and being a member of their loyalty programme for over 20 years I am totally disgusted with BA.
I'm not just disgusted, I feel used, abused and extremely hurt.
I will try and get in touch with them again regarding the unused tickets and to tell them how awful, uncaring and money grabbing we think that they are.

Locked out of BA account, so cannot book a reward flight. Funnily enough the prices for reward flights goes up tomorrow! Tried four different numbers, including their premium Silver member hotline. Was on hold for over an hour then the call dropped. Online chat was little help and said to call the same numbers I had been trying. They then said I needed to login to raise a complaint, agggghhhh!!! Clearly BA do not care about their customers.

Think we need to consider boycotting BA! They clearly don’t care about retaining customers, my experience with them over the last week has been horrific and they make no attempts to resolve anything. They truly are one of the worst airlines when it comes to customer service, they act feral.

BA is loosing its way a bit. Constant glitches online, site going down, cant log on, try again later messages, ‘we are experiencing high volume of calls so please call back late’ a

All im trying to do is check in online!

The online presence of BA needs huge investment, clean up site, keep it simple and bin all the trash options and threads.

In an ever demanding life we the customer need simplicity not headaches.

Invest BA or loose out

The worst website and app imaginable. It rarely works, often freezes. I tried to book a flight today, but it kept telling me there were technical problems and to try later. I gave up and booked a flight with EasyJet which actually cost a bit more, but at least they have a very good website and app. Also when you actually manage to book a flight, you then can’t get your seat or e-ticket until 24 hours before, another triumph for EasyJet who let you get everything in place well in advance. l don’t think l will bother with BA again, if they can’t be bothered to get their on-line act, it has been like this for years.