Britishairways Avaliações 

Flight from Heathrow to San Francisco cancelled the day before departure, with no notification. We only found out when trying to check in online. We had to re-book flights and go via Barcelona. When we arrived our luggage was missing. Two suitcases eventually turned up 4 days later after many expensive phone calls. The 3rd suitcase has never been seen since. They just don’t seem to care. No breakfast served on return flight due to a delay caused by a fault on the aircraft.

We drove an hour to the airport on Wednesday 31st July, checked in our luggage, and got to the gate when the flight was due. The screen display kept increasing by 30 mins at a time, it ended up delaying by over 4 hours to which the airport gave us passes to get through the gate when needed to we could walk around the airport while waiting. They ended up giving us food passes to spend there of £15. We waited by the gate to hear further information as we had no communication. The women at the gate were about to leave without informing anyone of what's going on. I asked her and she said you will not be flying today and will be notified shortly on when youcan. I had to inform other passengers of the situation who were extremely disappointed as we had no
communication all day. I had to miss a full day of work the next day. We heard an announcement the flight was cancelled and waited a few more hours to find out what to do. A worker lead all about 160 of us to collect our luggage back which took around an hour and then left us without informing us what to do next. We had to identify other passengers and just follow them and were told to check in our names at gate 22 which we waited in a que for around 2 hours. We then were told to wait by McDonald's for someone to come and inform us further. We waited for around an hour or so again and 3 members of staff were very badly communicating, They couldn't find our names on the list for a hotel and made us wait around another hour before getting on a coach to one, this took around 35 mins and was at about 8pm. We stayed overnight in the hotel for free and were told to be ready in reception the following day for 5am as the coach was going to take us to the airport for our flight which was scheduled at 12:15 midday. We were downstairs for 4:50am and we're then told the flights been delayed again till 5pm and that we cannot go back into our rooms. There was about 12 passengers in the same hotel who were devastated this included young families. We spent an hour or so in reception stressed about what to do and where to stay. The hotel eventually let us go back into the rooms for the day and said the coach will get us at 2:30pm. We got the coach to the airport with no communication again from them and just followed the crowd. We waited at gate other passengers were at for around 2 hours. The other passengers that stayed in different hotels said their hotel was awful and that they had been in the airport since 5am. We checked our luggage in yet again and waited around In the airport for the flight. The flight got delayed again for another 30 mins and then ended up delayed again till 8pm which caused a lot of upset with everyone. I had to notify work I was going to miss another day as the flight was scheduled to get back so late and was predicted to delay further. We got another batch of food vouchers yet again which only worked in 2 cafes and the food was awful, we waited around yet again. Us passengers kept checking up on each-other to see if anyone had an update as the airport was so poor with communication. A group of passengers spotted the flight attendants and pilot eating lunch and asked them for an update and explained our awful situation. The BA staff said how awful they felt for us and that they didn't realise the communication was so poor and that we will be leaving in around half hour. The flight got called and we were informed of which gate. We checked in our passports and queued for around an hour for a shuttle to take us to the aircraft. Once we got on the aircraft we were all so grateful and then the pilot announced we would have to wait inside the plane for 3 hours and 40 minutes due to there being no slots at Gatwick. As you can guess everyone was so unhappy and fed up at this point. The cabin crew gave out waters and tiny granola bars. The pilot announced he has good news and we will be able to take off in an hour instead, this never happened and actually took over 4 hours and we didn't hear any sort off announcement again the whole time. The flight finally took off. At the end of the flight the pilot announced we had to stay in the air for 15 mins as there was still no slot yet. The pilot announced we have to wait on the plane for at-least 15 minutes as the tube to connect the flight to the airport wasn't ready and that they are extremely understaffed there. The pilot confirmed they will pay for everyone's taxis home and hotels if needed. We finally landed, went to collect our luggage, there were many people sat even sleeping on the baggage machines who had been there 3 hours, we then had to wait around 30-45 mins to collect our bags. Overall the original flight was scheduled 31st July 12midday, we didn’t leave Gatwick until 2nd august at around 4am.

I have been given a companion voucher by American Express. However it has not been added to my account. Every time I contact BA they tell me it will be loaded in 7-10 days. Each time I call I have to reprovide all the same information. Their customer service is TERRIBLE. There are no email addresses so there is no paper trail and no proof of ever making contact.
I do NOT recommend.

I have the British Airways Amex, and have qualifitied for the companion voucher. Amex has sent the voucher number etc, but British airways refuses to acknowledge and give me the voucher since APRIL! Shameful

We missed our flight because at terminal 5 Heathrow the management are totally incompetent! We arrived for a short haul flight 3.5 hours before and still did not manage to get our 1 suitcase checked in within that time. Despite me begging at one point to go to the front of the queue as we were going away for my husbands 50th with activities booked and paid for. I was told everyone was in the same situation which was simply not true as people infront of us were on a later flight. Chaos does not explain how bad it was. They rebooked us on a flight that evening but it went via Luxembourg so we had to book a hotel that night at our own cost. The following morning we flew to Milan only to find that our suitcase which was supposed to go direct to Milan had never left London....... As everyone has said below its impossible to speak to anyone and do not expect a response to your complaint. I work in financial services. If this was a Bank it would be all over the news and the regulator would have intervened. I would rather never go on holiday again than fly with British Airways. My advice to anyone is avoid at all cost!

Missing Luggage:
On 22 June 2024, I flew with BA in business class from LHR to Accra. We learned of a mechanical problem just before takeoff. They tried for three hours without success. Ultimately, we had to leave the plain and board another plane. My flight experienced a nearly eight-hour delay. We landed in Accra, Ghana, at nearly 2 a.m. on 23 June instead of 6.30 p.m. on 22 June, tied and stressed. To my horror, my luggage did not arrive. I left the airport around 3 a.m. upon completion of my Property Irregularity Report (PIR) for my missing luggage. They informed me that the bag would be on the next day's flight. It's been 7 days now, and I have still not received my luggage. I emailed BA in London about my situation and made numerous phone calls to BA staff in Accra, but to no avail.
Updates never happened. The portal is slow and unupdated. Phone calls fall on deaf ears. They deny requests to speak with a supervisor. It's just awful all around. I'm stressed out. I still can't understand how BA misplaced my luggage with a priority tag on it.
Accidents happen, but the total lack of concern or customer service is inexcusable. We no longer have the BA customer service we once took pride in. Please advise yourselves. 

booking a flight for my 15 year old who is travelling with family friends.

tried to book online. you cannot book for a minor online without a booking for an adult at the same time.

tried to book through online chat. after waiting 20 mins to get through. got told. you can only do this type of booking over the phone.

telephoned to make the booking and spent over 1.5 hours trying to make the booking with a BA agent. when I double checked the booking receipt, whilst the agent was on the phone, I realised they had spelt one of my son's middle names as Taul instead of Paul. the agent said the only thing they could do was to send the change to back office and I would hear in 72 hrs or less time if it had been changed.

one week later - nothing heard. tried calling. got told by the voicemail on the phone that they had so many calls they would not be putting any calls through to agents and to call back another time.

went online. spent the next 3 hours with an agent trying to find out what had happened. found out that although the previous agent had double checked my email address with me at the time, that they had entered it incorrectly and missed out the 4 numbers that I have in my email address. because of this the current agent would have to write to another department to get the ticket moved to a different booking number, as for some reason, this having this incorrect email address on their system, breached data protection. even though they also had my correct email address and this is where they'd sent the original e-ticket and how I worked out the name had been misspelt. told this email change would take up to 48 hrs and I would then have to go back online and check to see if everything had been done and all okay. if not. to contact back again.

during this discussion. I kept asking to double check if my son's name had been entered correctly on the ticket. they kept telling me the T and had been changed for a P and all was now good with the name. I kept asking if I could check the name in the booking. finally, they gave me the new booking reference and the name to check. when I tried to enter the details online for me to check, it kept saying there was an error. I then found out, through discussion with the online agent, that this new agent had now taken all the gaps out of my son's middle name and last name and made his 3 middle names and last name, as one big name. When I asked to make the change back to the correct name. I was told I would have to wait until the email issue was sorted in 48 hrs and then I would have to come back online or over the phone and try and rectify the name for a 3rd time. That I should also take the time to write to the support email address and send in my son's passport details - which doesn't apparently breach data protection, even though they were asking me to send it over email.

So, here I am. No further forward. Having wasted 6 hours of my life already on this. Possibly having to waste a further few hours trying to get it resolved.

What would have happened if my son had turned up at the airport, with an incorrect name. Would they have refused him entry on the flight or made us have to pay to get the name changed or make him stay in the airport alone, whilst we desperately tried to get him home???

Astonishingly bad and utterly appalling non-existent customer service.

Absolutely shocking useless airline. Been an executive club card holder for 20 years and was a gold card business traveller for 10 years. I flew my whole family (kids and elderly parents) to Spain in July and they cancelled the return by email the day I arrived. Overseas Call centre no empathy and suggestions included flying one of my children alone on another flight to the rest of the party (and he was serios and repeated this option despite me being horrified and telling him to forget this suggestion). Could not transfer us to another flight operated by one of their partner airlines (Veuling) as apparently ‘they have no agreement with them’. I took a refund (still not paid) and paid out £1200 for the Veuling flight direct. And the biggest joke is the payments for that flight show on my statement going to BRITISH AIRWAYS!!!! I won’t fly BA again and I plan to close my exec account the moment the clowns pay me my compensation!

I try not to fly BA as a rule but went to Babados for the cricket with them as I couldn`t get another suitable flight with Virgin.
They did not dissapoint.
Absolutely useless with 4 hr delay sitting on the plane, and still waiting for compensation nearly two months later when others on the flight have been paid. I always fly business or first when going long haul and they have somehow have managed to mess up the whole experience from check in to arriving its a very unsavoury, stressful and unpleasant experience. Staff are aragant and business class is no better than Emerites prem ecomony but with a flat bed.
As our nations flag ship airline they should be ashamed of themselves.

Day 1, Thursday happy to be flying back, all checked in, waved to the bag as it disappeared on the belt to that mystical area behind the curtain.

Through security, through the scanners and into duty free, perfume and Gin purchased sit and wait and wait and wait....

Ok I can't blame them for the inclement weather but they have long standing protocols out in Gib that they failed to follow...

The plane finally arrives and we board, we wait and wait and wait and finally we are ejected and dispatched to seek hotels for the night... Given dubious information about the rescheduled flight (turned out to be very very wrong indeed)...

Day 2, Friday morning arrived nice and early airport opens and check in complete, we wait and wait and wait... Suddenly gate opens and we are sent out to board. We are buckled up and wait and wait and wait, oh dear it's happening again but no an announcement we are about to leave, cheers ring out...

We make good time flying back to Heathrow ( now that airport deserves a special place in hell, what a cra* hole)...

Rush through security, to the designated belt and we wait and wait and wait... 2 hours, still not a sign of the bags...

BA baggage enquiries, now there's a misnomer if ever I have heard one, the sour faced Gorgon on duty, was an absolute waste of organic material, 2 lies later we get a more senior person arrive, the look on his face as he turned to the Gorgon was priceless when he was told the lie ( it didn't quite make up for the 28 hours of pain, but I did crack a smile)...

Anyway still no joy although I was handed a delayed baggage form and told my bag would be couriered to me asap... So off I shot knowing I still had a long drive ahead...

(Long stay car park overstay charge made me baulk )

Its now Wednesday still no sign of my bag, it's collected but in the back of some van somewhere. The automated phone system had me going around in circles, requested a real operative which it finally connected me too but prior to that it asked me to complete a survey ( I was so eager to go through this) I pressed 1 and sat back for my chat, customer services offer nothing more than "it should be with you by this evening" so I begrudgingly said fine and waited for my survey to cut in, nothing, it sat there latching on to the Customer services call...

Now some of my issues are clearly beyond BAs control but, the sheer lack of information from it's employees and the inability to escalate to higher authority was exasperating... Tannoy's from other flight operators were informative and frequent, fuc* all from BA, when approached I can't help you...

I for one will not be flying with them again, my colleague flew easyJet and was kept up to date with how they were tackling the initial issue...

BA hang your head in shame you are a shower of shi*

Does BA even have staff working in customer services? They don’t have a direct email address, their website leaves you chasing your tail, and confusing direction of who to contact. Then when you try and call them, their “agents are busy taking other calls so call back later”!?? Really BA, because i have nothing better to do than to call you to resolve an issue that can’t be resolved through your website or through my account. Absolutely appalling service, save your money and go else where.

I did not receive my baggage at my destination AND on my return flight. We were told missing bags would either be on the next flight or the flight after that, as BA had made the decision to prioritise bicycles (oversized luggage) and leave our bags behind in the UK. This is not acceptable. We had to cancel our plans and lost a day of our holiday.
On the way home after waiting at the baggage carousel for over an hour, it was announced at 1.15am that there was an issue and we should either come back or fill in a form on-line and our bags would be delivered. It took a trip back to the airport the following day and a stressful 3 days before I was reunited with my luggage. To lose your luggage not once, but twice in one trip is disgraceful. Shame on you BA!!

Total clowns, no customer service, send you round in circles online, cannot speak to a human, totally unacceptable and unprofessional.

If I could give no stars I would! BA cancelled our flights to New York, we were due to fly in 3 weeks and we are nowhere near to getting our money back so we can rebook our trip. I was told originally that they would not refund to a different payment method as my credit card had be closed down. A supervisor then agreed to pay the money onto a different card, she told me that it was going to take 7 days to get an answer from the refund team, I said this was unacceptable as this has been going on for 3 weeks already, she shouted at me and slammed the phone down. I can now not get any answer from BA as to where my money is, when I’m getting it back nothing. Everyone I speak to is condescending, rude and aggressive. I will never book a flight with them again as long as I live.

Horrible , very unprofessional, never use them.

British Airways customer services department is easily the most hard to reach, uninterested, arrogant and overall the most horrifying and despicable customer services department in the history of aviation.

We flew from Newcastle to Kuala Lumpur last month, & BA cancelled the Newcastle to London leg of our journey.

They said nothing to us whatsoever at Newcastle airport about why this was happening - just that no alternative flight to London was available. No apology. No explanation. No empathy. No guidance or alternatives. No nothing.

So we had to drive all the way to London to catch the second leg of our journey to Doha with Qatar airways.

Little did we know - British Airways had already cancelled our tickets without telling us. Who does that? What kind of psychopath?

The journey to London resulted in a speeding fine for me, cost us fortunes in petrol to London & back and 7 days’ parking at Heathrow terminal 3.

On the way there BA messaged us to offer us a new flight to Kuala Lumpur the next day, via Amsterdam. Unacceptable as this would mean completely changing our itinerary and hotel arrangements.

The inconvenience meant we missed the London to Newcastle return leg. This was also ignored by BA and has never once been addressed, along with every other aspect of the nightmare that they so casually inflicted on the very holiday we had spent months planning so meticulously.

According to the European regulations laid out in great detail on the British Airways website, if they cancel your flight then you are entitled to a refund.

But if you think British Airways follows the law, then I have some beach front property in Nebraska I’d like to sell you.

Naively, we applied for this refund upon retuning from holiday, and received several emails over the course of several weeks saying “sorry for the delay, your case is being dealt with.”

This morning I logged into the case management system on the BA website to find the phrase “case closed” and a green tick next to the case. That was all.

No compensation. No summary of their findings. No acknowledgement that they are now in breach of the law by failing to compensate four cancelled flights plus other delays, travel and food and accommodation costs and missed medical appointments and lucrative professional engagements. No explanation whatsoever was offered. No reasoning was given. No response. No evidence that a human being even works in their god awful complaints team. No apology. No money back. No attempt to mitigate the offence in any way. Just “case closed.”

Wow. Imagine hating your customers that much! How unbelievable!! I would give these morally bereft monsters ZERO stars in this review if I possibly could.

In other words, here is what they say at British Airways customer service: “…we don’t care about the law, we don’t care about customer service. We don’t care if we cancel your flights, leave you high and dry and with no option but to pay vast sums of money in order to fix your travel arrangements via alternative means at your own expense. It’s funny to us. It’s hysterical in fact. Why? We hate you all. We don’t even answer our phones. Don’t like it? Good!! Hahahahahah. Ha.”

Absolutely. Utterly. Completely. Irredeemably. Appalling.

SO so grotesque and disgusting it beggars belief.

My faith in British Airways has absolutely been shattered into a million pieces and destroyed.

Never ever use them again.

Avoid this criminal, criminal company at all costs. For your own sanity.

Called the BA helpline over 10 times this week to make a flight change, can't get through...

Flying from Manchester to Montreal via Heathrow- BA just cancelled the flight at 2am the day of the flight (at 9 pm) - no alternative offered at all! So we took the train at a cost of almost £1k so far
- BA said sorry
- no refund (but we didn’t have a flight to take??)
- try the complains team they said

They are hopeless - I urge people to complain about them when they go wrong and it might help them to put things right in a professional manner!
Ps - easyJet and Ryanair are much better

We purchased return flights on British Airways four and a half months in advance at £183 each. A month in advance, they cancelled the outward flight. We had to ask for a refund (one was not offered), as the alternatives they offered us were not possible for us, and we wanted to keep the return flight. We had to make alternative arrangements without having secured a refund.
5 days later we got an email saying we could have a refund of £7 (yes seven pounds) each. (To get the refund there was no link in the email; you have to phone and endure the extremely lengthy messages, etc.) We feel this is unprincipled as well as extremely poor customer service. Their customer service is not easily available on the phone.
If we were not to take the refund they would cancel our return flight as a routine, as they will think we have not gone and so don't need to come back. So we are forced to accept their £7 refund using an arduous procedure.
Not good, British Airways!

Useless. Cancel flights right before return journey. Customer service line takes ages. No help at all. Alternatives are not workable. Fly with someone else