Complaints

This profile includes complaints for British Airways's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  British Airways

  11 W 42nd St Fl 24 New York, NY 10036-8002

• 

  British Airways

  2 Park Ave Room 1100 New York, NY 10016

• 

  British Airways

  551 5th Avenue Suite 725 New York, NY 10178

• 

  British Airways

  P.O. Box 300686 Jamaica, NY 11430

• 

  British Airways

  4887 Belfort Road Jacksonville, FL 32256

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 8th, 2025, I purchased round-trip airline tickets from British Airways to attend our daughters wedding in ****** at a cost of $4,523.07. Unfortunately, the airline canceled my tickets three times. While I successfully rebooked on the first two occasions, after multiple phone calls to British Airways and a lot of aggravation, the issue further escalated when they cancelled again, this time my return flight, and no alternative flights could be provided. In the most recent cancellation, British Airways offered me a full refund. I expressed my urgency in receiving the refund, as I needed to arrange alternative travel plans at a higher cost. I was assured by a representative that the refund process would take 7 to 10 days at most. After a week with no refund, I called at least twice again, and was advised to remain patient, but they refused to let me speak to management. A subsequent call revealed that the refund had never been processed by the initial representative, so another claimed to manually initiate it, again assuring me of a 7 to 10-day wait time. Then, on May 31st, I received a partial refund of only $618. I immediately called the airline again and that representative informed me that the remaining refund would arrive "in a day or two." After that didnt happen, I contacted British Airways once more yesterday, and was told that previous representatives had provided incorrect information and that processing the refund would take up to a month, if not longerpotentially extending to 4 months or more. This delay has been both financially and emotionally taxing. I had to purchase new tickets with another airline in the interim and need the refunded amount for ongoing travel expenses. We leave on June 9 and I seek the immediate assistance of the Better Business Bureau to facilitate a resolution, as I feel British Airways has not acted in good faith and has severely affected my ability to travel financially as I am retired on a fixed income.

  Business Response

  Date: 06/16/2025

  The following email was sent on 06Jun25:

  Dear *** ********** *************
  Your feedback to British Airways.
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly.
  
  I'm sorry you're still waiting for your refund. This isnt what you should expect of us, and we understand why you needed to let us know about it. Wed also like to thank you for your patience while we got back to you.
  
  Ive contacted our Refunds team, and three refunds of $1,301.69 were processed on 3 June back to the original credit card used. Please allow up to 10 working days for the funds to clear within the account.  
  
  We always use customer feedback to help us shape our policies. Ive shared your comments with my colleagues in the relevant team, and well use them to guide us as we improve our service.
  
  Once again, please accept our apologies for this delay, and thank you for letting us know.
  
  Best regards
  
  **** 
  ******* ******* ******** *********
  **** **** ********* *** ******** 

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my Family Flew on British airways(Booking Number ******) to ******* on April 23 coming back May 16 the food on the plane was bad we ordered ******* meals in came it said on the packaging kosher for Passover and Passover was done over a week ago. coming back to ******* there was a delay checking at ****************** we almost missed connecting flight to ****** to go back to ******* also the said at the check in counter that we had to check in the carry on bags because there are to wide when we got to connecting flight there was almost hour delay before they take off mechanical problem we ****** got to ************* me and my step mother went to get the from baggage area to get the luggage she notice that her care on was open look like some one open it when we got home there was money missing form her bag her jewerly was there 900 dollars was missing i cant belive this happend

  Business Response

  Date: 06/16/2025

  The following emails were sent on 09Jun25 & 11Jun25:

  Dear ** ********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
  An update from British Airways 
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations and we have been asked to reply to you directly. 
  
  Were sorry to hear you found items missing from your luggage on your trip to ********** last month, especially as you also had issues with your food on board. We completely understand why you needed to let us know. Wed also like to thank you for your patience while we got back to you about this.
  
  Please send receipts for the jewelry you claim were missing from the bag. Unfortunately, were unable to pay for any cash or money that was missing. However, if you have travel insurance, you should be able to make a claim through them for your cash. Once we receive your receipts, we will assess your claim.
  
  Thank you for taking the time to tell us about what happened when you travelled with us. Ive shared it with my colleagues in the relevant team, and were using your comments to help us focus on where we need to improve.
  
  As with any large organisation, it can sometimes take time for us to fix problems, but nothing is forgotten, and were always working hard to improve. I hope youll see these positive changes very soon.
  
  Once again, Im sorry you had this experience on your trip. We hope to hear back from you soon.
  
  Best regards
  
  ***
  British Airways Customer Relations

  =====================================

  Dear ** ********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******An update from British Airways
  
  Were sorry youre unhappy with the outcome of your claim and we understand why you needed to get back in contact with us about this.
  
  Ive had another look at your claim and Ive taken time to make sure our response is accurate and up-to-date. Based on this, the response youve received is correct.
  Once again, we're sorry for your experience this time. We hope we have the chance to welcome you on board again soon.  
  
  Best regards
  
  ***
  British Airways Customer Relations
  Your case reference is: ********

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *******
  
  
  
  
   
  

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A transaction was made on May 25- I purchased two tickets to travel from ****** to ******* on July 24th for a total of $2055.50. After processing the original purchase I noticed that another charge for the same amount was applied to my credit card right after. I called the merchant to report the double charge and then contacted the bank to place a dispute about the second charge of $2055.50. While speaking to the British Airways agent, she referred to one booking only and also noted that she could see that the second transaction was pending, I brought up to her attention that I wanted to confirm that only one charge was processed to the credit card instead of two as I was seeing. She reiterated that only one charge was applied. On another follow up phone call, May 29 with ***** *********** I was told that there were two bookings for $2055.50 each. I replied that I have only made one booking. Explained the issue and mentioned the previous phone call where the agent instructed me to wait and said there was one booking only not two. The bank has issued a temporary refund at this time but has not yet closed the case as resolved pending to an investigation. I have had several exchanges of information with the bank regarding this matter. British Airways Claim reference: ******** Apple Card transaction references in dispute: ************** *nd a1************ Acceptable Resolution: refund or travel credit issue

  Business Response

  Date: 06/04/2025

  The following email was sent on 04Jun25:

  Dear ** *******
  
  Your feedback to British Airways.
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly.
  
  I'm sorry you're still waiting for your refund. This isnt what you should expect of us, and we understand why you needed to let us know about it. Wed also like to thank you for your patience while we got back to you.
  
  Ive chased your refund and our Refunds team and we've processed two payments of $759.22 to your card ending **** on 30 May for the duplicate booking reference ******. Payments may take up to 14 working days to clear within the account.
  
  We always use customer feedback to help us shape our policies. Ive shared your comments with my colleagues in the relevant team, and well use them to guide us as we improve our service.
  
  Once again, please accept our apologies and thank you for letting us know. 
  
  Best regards
  
  **** 
  ******* ******* ******** *********
  **** **** ********* *** ********

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *******
  
  
  
   
  
  

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 1, 2025, I spent $3107.01 on a premium economy ticket for my mother to fly from ********** to **** (via *************). In February, she was notified by her pulmonologist that she cannot fly internationally because of a small complication from a lung surgery she had had the previous year. I promptly went to the British website to cancel the flight, as I was told to do in the e-receipt I received from British following purchase. The exact line that led me there was, "if you wish to change the date or time of your flight, or cancel your booking, the cost of doing so will generally be lower on ****** than over the telephone or at a ticket desk." Weeks went by and I hadn't heard anything from British. There was no notification of cancellation, and my mom was even continuing to receive flight updates. I called around a month later and was told that I could get a refund or flight credit that my mom could use at a later date. We didnt see the possibility of her flying internationally any time soon, so I requested the refund. I was told that an email with the amount of my refund would arrive in my email in 48 to 72 hours. It never came. I called again mid-May and was told that the credit was processed and would miraculously arrive in 4 to 6 days. I asked when the refund had been processed, and was then put on hold for 20 minutes until the call dropped. The refund never came. On a subsequent call, I was informed that the credit was only $46 because the ticket was nonrefundable. Ironically, I was also told we would have received a larger refund had we called to cancel, directly contradicting the website, app, and even the phone system's encouragement to manage bookings online. Im also now being told that flight credit is no longer an option. So British Airways is now $3,107.01 richer (I still havent received the $46 credit) and my mom and I have nothing to show for it.

  Business Response

  Date: 06/16/2025

  The following was sent on 13Jun25:

  Dear ** ************* ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ******>
  Your feedback to British Airways.
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly.
  
  We're sorry to hear the issues you've raised and we understand why you needed to let us know. Wed also like to thank you for your patience while we got back to you.
  We've reviewed your case and the refund processed is as per the fare rules of the ticket purchase. On this occasion we are happy to offer you an eVoucher of $3,000 as a gesture of goodwill. 
  * ******** ******* **************
  * ***** ******** ********************************
  * ***** *********
  * ****** *********
  * ******** ** **** ****
  
  Just to make you aware, when you make a booking using your eVoucher, you will need to enter the email address as listed above and your name must not contain any special characters, such as a hyphen or apostrophe.
  
  We always use customer feedback to help us shape our policies. Ive shared your comments with my colleagues in the relevant team, and well use them to guide us as we improve our service.
  
  Once again, please accept our apologies and thank you for letting us know. 
  
  Best regards
  
  **** 
  ******* ******* ******** *********
  **** **** ********* *** ********

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** *********
  
  
  
   
  
  

• Initial Complaint

  Date:05/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 12th, 2025 Flight was purchased May 15th, 2025 Requested for Flight Cancellation and was Denied any compensation; no travel credit or refund fee or partial/full refund. The flight was purchased for the wrong date and made by error but British Airways refused to be compliant because of 24 hr cancellation policy. Total cost of ticket: $1073.05 The flight is now canceled and the buyer is now left to pay for the ticket entirely - although there is no flight or passenger attending.British Airways Booking reference: ****** *********** to ***********

  Business Response

  Date: 06/11/2025

  The following email was sent 05Jun25:

  Dear ** *******
  
  An apology from British Airways
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations and we have been asked to reply to you directly.
  
  Were very sorry to hear you had some issues with your booking recently. We understand the impact this had, so I can understand why you needed to bring this matter to our attention. Wed also like to thank you for your patience while we got back to you.
  
  We know changing and cancelling a booking quickly and easily is important to our customers, so thank you for taking the time to tell us about this. Were disappointed we didnt meet our usual standards this time, but we can only offer holding a booking for the likes of medical reasons. If you have a similar problem with a future flight, please call us straight away on **** *** **** and well be happy to help you there and then. I realise this doesnt change the issues you had at the time.
  We know this experience didnt meet our usual standards, and so Id like to offer you an eVoucher for (enter amount), which I hope goes some way towards making up for what happened. I've included your eVoucher details below with a link to some helpful information about how you can use it:
  
  ******** ******* **************
  ***** ******** ******************************
  ***** *******
  ****** ****** ***
  *** *** **********
  
  If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to: ****************************************************************
  Thank you for taking the time to tell us about what happened when you travelled with us. Ive shared it with my colleagues in the relevant team, and were using your comments to help us focus on where we need to improve.
  
  As with any large organisation, it can sometimes take time for us to fix problems, but nothing is forgotten, and were always working hard to improve. I hope youll see these positive changes very soon.
  Once again, please accept our apologies for your experience this time. We hope you enjoy your flight with us from ********* next month.
  
  Best regards
  
  *** 
  ******* ******* ******** *********
  **** **** ********* ***********

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to fly with British Airways to *****, I attempted to change flights due to the price change was drastic. I only wanted to change my flight date by 1 day but they refused. When I asked for a refund they only offered to give me 200 dollars back from a ticket that was well over 1000 dollars. When they offered me flight credit no voucher was provided and I have no clue where my money is, no record or email stating that I have flight credit. I booked my trip with another airline due to the urgency of the trip. I would like a resolution, refund or just a confirmation that my 1200+ dollar flight credit will hold its value. Preferably I just would like a refund.

  Business Response

  Date: 06/05/2025

  The following email was sent 04Jun25:

  Dear ** ********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******

  An update from British Airways
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations and we have been asked to reply to you directly.
  Were very sorry to hear you had some issues with your held booking. We understand the impact this had, so I can understand why you needed to bring this matter to our attention. Wed also like to thank you for your patience while we got back to you.
  
  We know changing a flight quickly and easily is important to our customers, so thank you for taking the time to tell us about this. I've checked your booking, and you don't need a voucher number, just your booking reference (******). Please ensure you call us to rebook your flights by 08 January 2026.
  Once again, please accept our apologies for your experience this time. If I can help with anything else, please contact me directly.
  
  Best regards
  
  *** 
  British Airways Customer Relations
  Your case reference is:********

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Before accepting I want to confirm via message that I will be able to accept the flight credit through the number they gave me AND I will receive a fair and equal amount of credit which was roughly 1200 dollars.If that is the proposed amount then I will gladly accept and book my next flight within the next few weeks. I dont want a resolutions where I attempt to book a flight again and Im told I have only a fraction of what I spent and forced to pay close to another 1000 dollars.]

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *******
  
  
  
  
   
  

  Business Response

  Date: 06/16/2025

  The following email was sent 12Jun25:

  Dear ** ********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******

  An update from British Airways 
  Thank you for getting back to us. 
  The fee you paid for your flights is the fee held within the booking. When you're ready to rebook, we'll quote your new flights and if the fare and taxes have increased, you'll pay the difference. Our Change Booking team will help you with this. You can find their contact number here: ********************.
  Thanks again for contacting us.
  Best regards
  ***

  Customer Answer

  Date: 06/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** *******
  
  
  
   
  
  

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding a fraudulent booking made in my name for a British Airways flight scheduled for June 28, 2025, from ****** (LHR) to ***** (DAC). The booking was made through Expedia, and I did not authorize it. I am an international student currently residing in ***************** and had no plans to take this flight.Upon discovering the transaction, I immediately contacted both **************, my card issuer, and *******. ********* issued a temporary chargeback of $725.90 while they investigated the claim.Expedia confirmed to me in multiple live chats, with different agents, that:The ticket was cancelled and removed from the airlines system,The booking was marked as fraudulent,British Airways would issue a full refund, but only after the chargeback was withdrawn.On May 20, 2025, I followed their instructions and withdrew the chargeback with **************. I now have no protection from the bank, and I am still waiting for British Airways to issue the refund, despite following all the steps they outlined.I have attached and saved screenshots from Expedias chat agents, who repeatedly confirmed that the airline would refund me once the chargeback was cancelled.British Airways has stated it could take up to 70 days, which is an excessive delay, especially for a refund they have already acknowledged. As a student, this has caused me significant financial hardship, and I have yet to receive a clear timeline or confirmation that the refund process has even started.I am asking the **************************** to investigate this matter and compel British Airways to promptly issue my refund. I am happy to provide chat transcripts, documentation, and proof of chargeback withdrawal as evidence.

  Business Response

  Date: 06/16/2025

  The following email was sent 05Jun25:

  Dear ** ********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******An update from British Airways 
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations and we have been asked to reply to you directly. 
  We're sorry to hear about the issues you've been having with a booking in your name. We completely understand why you've reached out to us. We'd also like to thank you for your patience while we looked into this for you. 
  We can't imagine how worrying this will be for you, but I'm afraid, this is something you'd have to speak to your card provider about and Expedia as the booking wasn't made through British Airways.
  Thank you for taking the time to contact us. Once again, we're very sorry for what has happened and we do hope you manage to get this sorted.
  Best regards
  ***

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******************* World seat from British Airways from ******, ** to ***************. British Airways downgraded me to economy but ultimately allowed me to sit in a Club World seat that was not functioning - it did not recline. I was assured by the ticket counter I would receive a refund equaling the difference between the Club World seat and economy, which is approximated at $5,000. I took the necessary steps to make a request for a refund online. I received a confirmation email but they never refunded me the money. I have spoken to many representatives and followed up via email numerous times. British Airway representatives continue to advise they will escalate the ticket and someone would reach out to me. My flight was on 7/6/2024. I am contacting the BBB because I have exhausted every avenue for British Airways to issue an refund as promised.

  Business Response

  Date: 06/04/2025

  The following emails were sent on 22May25 & 28May25:

  Dear ** ******* ******

  An apology from British Airways
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly.
  
  Were very sorry you had a problem with the recline on your seat on your flight. This isnt what you should expect of us, and we understand why you needed to let us know about it. Wed also like to thank you for your patience while we got back to you.
  
  We dont underestimate the importance of a comfortable seat during your flight, and will always try to ensure all our seats are in good working order. Thank you for telling our crew so they could try to sort out the problem while you were in the air. However, faults like these sometimes need to be fixed when the aircraft is on the ground, and I know we weren't able to help this time.
  
  I can assure you that your feedback is already making a difference. Ive shared your comments with my colleagues in the relevant team to guide us as we improve our service.
  
  While we do not offer a refund, we value your loyalty as a Silver member of the British Airways Club, and know this experience did not meet our usual standards. Ive added ****** Avios to your Club account, and hope this goes some way towards making up for what happened.
  
  Once again, please accept our apologies for your experience on this trip, and thanks for letting us know. 
  
  Best regards
  
  **** 
  British Airways Customer Relations
  Your case reference is* ********

  =========================================

  Dear ** *****
  An update from British Airways
  
  Thank you for providing the additional information. 
  We understand the comments and as you have still travelled in the Club World cabin and have been provided with the services in that cabin, you won't be eligible for a refund for the difference in fare for a downgrade. 
  We do acknowledge that your comfort has been compromised by the broken recline on your seat and have offered ****** Avios as a gesture for your experience. We do have guidelines to follow for our gestures and we're unable to meet the request for a further ******* Avios. However, we are happy to offer a further ****** Avios on this occasion, which we have credited to your account. 
  Once again, please accept our apologies and thank you for letting us know.
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference is:********

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dispute is with ******************** and British Airways ******. I hold a *** British Airways **** issued by *** in ******. In 2023 I spent more than the required $30,000 on the credit card which provides a companion voucher on a round trip flight by British Airways. I have not received the companion voucher. Not that I should have needed to, but I provided all of the backup on my spending in 2023 to show I qualified. I have been corresponding with *** and most recently BA over the past year several times. In Nov. 2024, BA sent me an email saying they are going to look into the 2023 spending and the voucher and get back to me in under a month with their assessement but they still have not and when I email them they ignore my emails. The $20,000 is an estimate of what a round trip ticket in business class from ********* to ****** would cost and thus the value of the companion voucher

• Initial Complaint

  Date:05/13/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/11 I flew with British Airways from ******** to ******* with connection flight to ******. The lay over was supposed to be 1:25 min in ******. The plane left an hour late from ** and we only had about 30 min time to get to the connection flight. By the time I went through check point they had closed the gate to the connection flight to **********. Without my consent they got me another ticket to go to ****** ******* and fly from ****** to ********** . I had to wait from 9AM in the morning until 5PM to **************** for the next flight. On top of this when I finally arrived in ******* one of my checked in bags is delayed. I paid an extra $140 extra for the checked in bag. This has been an awful and exhausting experience with British Airways. It took me almost two days to get to final destination and my luggage is delayed also. This is unacceptable and they seem not to care about this at all.

  Business Response

  Date: 05/28/2025

  The following email was sent to 16May25:

  Dear ** *********** ***************** ********
  An update from British Airways
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly
  
  Were sorry it was necessary to delay your flight from **** * ******* on ************************************************************************************** contact about this. We take all reasonable measures to avoid delaying a flight and well always consider if there are any alternative solutions available before we make a decision. We'd also like to thank you for your patience while we got back to you about this.
  
  Your claim's been refused because BA0174 on 11 May was delayed due to air travel control restrictions. On the day you were due to travel, Air Traffic Control restricted operations into a block of air space your aircraft needed to travel through. Im afraid this was out of our control and caused unforeseen disruption to our schedule.
  I've checked the details of your tickets as they are hand baggage only tickets. Should you wish to take an adddition checked bag there would be a charge. I've enclosed the link to the website for further information here. Baggage essentials | Information | British Airways
  As you've been rebooked and travelled with *********, you would have to contact them directly regarding your delayed bag claim. They will have all the details in their systems to assist you with your claim. 
  Problems with baggage | *********
  Once again, we're sorry to hear about your experience this time, and thank you for letting us know.
  
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference is: ********