Business Profile

Airlines

British Airways

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Complaints

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

Customer Complaints Summary

775 total complaints in the last 3 years.
273 complaints closed in the last 12 months.

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Submit a Complaint

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:10/22/2024
Type:Service or Repair 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.
I would like to address several issues that I experienced from British and on BA. The first matter or concern is that I am truly upset and disgusted by the racism I experienced from your stewards on my flight from ****** to ******. Your stewards harassed and ostracized me while on this plane. I was targeted by the color of my skin and based on my appearance too. They made snide uncomfortable remarks regarding my weight and seat belt. They tried to make it seem as if they couldnt tell if I had my seat belt on, kept asking me if I had it on, one said oh we cant see it because your leg/ stomach is in the way. As I advised one of the stewards that they were harassing me, she then responded by saying that i wasnt using the right word for the situation( attacking my education or knowledge of something) she then apologized to a none colored person for the conversation and not to me based on how the situation made me feel. She picked up the phone next me and responded to the captain after landing and proceeded to slam the phone down and then the phone hit me on my left arm very hard. She didnt apologize to me at all! The stares and how your employees look you up and down. They didnt even ask me if I wanted anything when they came around with the cart. The fact that its 2024 and as a African American woman we still have to experience discrimination and disappointment. The second issue is I was advised that I didnt have to pay for luggage and I did. Third, is I had to ride 11.5 hours on a plane, with kids running and crying the whole time. And the service was bad on their too. I couldnt get any help, it was like being treated like trash. The internet I purchased barely worked I need a refund back on that. I would like someone to call me.
Customer Answer
Date: 11/16/2024
Better Business Bureau:

At this time, I have not been contacted by British Airways regarding complaint ID ********.

Sincerely,

***** ******
Initial Complaint
Date:10/21/2024
Type:Service or Repair 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.
British airways, refuses to refund me $200.00, for seats. I was booked on flight 4STVFP, on 9/13/24.Traveling from ****, ***** flight #****, seat 11D for $36.00 to *******, ******. Next flight, *******, ****** to *****, *******, 9/14/24 on flight #****, seat 32H for $164.00. I originally booked the flights on 4/21/24 through *****************, from *****, ******* to **** *****. The return connection, American had me book British Airways, their sister ******** I canceled the flights on 6/11/24. ***************** refunded my money and British Airways refuses to return money for my seats. British Airways kept my money and rebooked my seats so they were paid twice for the seats! I called British Airways and they told me send an email. I sent several emails and I have received nothing, they said they were not refunding money for my seats. I would like a check for $200.00. I do not want a credit on British Airlines! I will take a credit on *****************. I will never fly British Airways!Thank you, for taking care of this matter.******** ******,************. ********************* ********************************************. ********** *** *****
Customer Answer
Date: 11/16/2024
Better Business Bureau:

At this time, I have not been contacted by British Airways regarding complaint ID ********.

Sincerely,

******** ******
Initial Complaint
Date:10/20/2024
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.
On September 27, 2024, I purchased a round-trip ticket to travel in April 2025. At the time of purchase, your website clearly stated that I could make changes to my flight date free of charge online, or cancel for a fee of $10. Additionally, it indicated that any changes made through customer service would incur a higher charge of $25.However, five days after my purchase, I attempted to change my travel dates through the online portal, only to find that I was unable to do so. The system prompted me to call customer service or to cancel for $10 online. Given the additional $25 charge for calling customer service, I chose to proceed with the cancellation. Thinking the only opportunity cost is $10 Upon completing the cancellation, I expected to receive immediate credit for my ticket to facilitate rebooking. Unfortunately, the confirmation page indicated that processing the cancellation would take up to 10 days. After waiting two weeks, I logged back into the portal, only to find no credit available for rebooking.Consequently, I contacted customer service for assistance. After verifying my identity, the representative informed me that a refund of $125 was being processed, which I found quite concerning since I paid $640 for my ticket and I merely wanted to change my travel dates, but was hindered by your website's functionality. The representative acknowledged that their website's limitations had prevented me from changing my dates as indicated when purchasing a ticket I want to emphasize that my intention was to change my travel date if possible. The information presented on BA website led me to believe I could manage my reservation without complications, and I feel that I have been placed in an unfair situation as a result Given these extraordinary circumstances, I kindly request your intervention to retain my prior booking or provide me with the full Bristist Airways credit of $640 minus the $10 charge that I am aware off.Banke Akinmolayan
Customer Answer
Date: 11/16/2024
Better Business Bureau:

At this time, I have not been contacted by British Airways regarding complaint ID ********.

Sincerely,

***** ***********
Initial Complaint
Date:10/15/2024
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.
Dear Better Business Bureau,I am filing a complaint against British Airways for mishandling my lost luggage and their failure to resolve the issue or provide compensation. My family traveled from ******* (BA1527) to ******, ****** (via ******, BA0670), and upon arrival, we discovered that one of our checked bags (Tag #: ********) was missing.I immediately filed a lost luggage report, but British Airways was unable to locate the luggage. I later submitted a claim (Case #: ********) for compensation, providing details of the items, their value, and proof of the extra checked luggage fee. After 43 days of waiting, I discovered that British Airways had closed my case without informing me. I received no explanation or response regarding the missing luggage.Throughout this process, I experienced extremely poor customer service. The representatives I spoke with were unhelpful and rude, providing minimal information and no updates on my claim. This lack of communication, along with the airlines failure to take responsibility for the lost luggage, has caused significant frustration and inconvenience.I am seeking compensation for:The total value of the lost items.The cost of the missing luggage.Reimbursement for the extra checked baggage fee.A refund for the flight expenses due to British Airways lack of communication and rude customer service.Despite my efforts to resolve this matter, British Airways has not responded, nor taken any action to address the issue. I have attached all relevant documentation, including the lost luggage report, and proof of poor customer service.I kindly request your assistance in securing compensation and resolving this case. Thank you for your attention.****** ***** [Case #: ********][Flight Date: 09/03/2024]
Business Response
Date: 11/04/2024
The following emails were sent on 18Oct24, 23Oct24 & 28Oct24:
An update from British Airways

Dear ** ********** ****************
Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to respond you directly.

Were very sorry to tell you that, despite thorough searches, we havent been able to find the bag that went missing on your recent trip. As it has been missing for over 21 days, we now count this baggage as lost. Please be assured weve tried everything we could to find this for you.

Im sorry you havent received a response to your complaint. This isnt what you should expect of us, and we understand why you needed to get in touch. Wed also like to thank you for your patience while we got back to you about this. We dont underestimate how stressful it is when your baggage goes missing, so were particularly disappointed our staff didnt meet our usual high standards of professionalism.

I appreciate you sent a list of the items in your bag, but the information we have is insufficient for us to fully assess your claim. Id like to get your claim sorted for you as quickly as I can, so please send us your original receipts for items inside the lost bag. If you dont have these receipts, well still be happy to assess your claim.

Were passionate about our airline and the service we offer our customers. It's important for us to make sure we meet our customers' expectations. Receiving your comments will help us identify if our aim to improve the customer experience is working and is on the right track, so we know where to focus our attention.

Once again, thanks for getting in touch and we're sorry that the experience you had didn't meet your, or our, expectations this time.

Best regards

********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
British Airways Claims Investigation Specialist
Your case reference is: ********
=================================================
An Update from British Airways

Dear ** ********** ***************** ************* ******* *** **** ***
Thanks for your response and for providing a list of items in your lost bag.

The amount we pay for lost baggage is set out in legal regulations, and all UK airlines use the same calculation to work out how much to pay in these situations. Under these regulations, the maximum amount we can pay you is $1,723.58.

I know this is less than you were hoping for, but you may be able to claim the rest through your travel insurance policy.

Thank you for sending your bank details, but I would like to confirm your details before I raise your payment. It would be helpful if you could send me the following information:

Bank name
Branch name
Bank country
Routing number (9 digits - please provide the paper and electronic sort code)
Account number (up to 17 characters)

Please could you also confirm your residential address.

Once again, thanks for getting in touch and I look forward to resolving this promptly for you.

Best Regards

*******
=================================================
An Update from British Airways

Dear ** ********** ***************** ************* ******* *** **** ************ ***********
Thanks for your response and for providing your bank details.

I've raised a bank transfer for $1,723.58 using the US bank details you provided. Please allow 10 working days for this to show in your account.

Once again, we apologise for any inconvenience caused.

Best regards

*******
Customer Answer
Date: 11/04/2024
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:10/15/2024
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.
On 25 August, my friend and I were denied boarding on a flight from ******** to ****** due to overbooking. British Airways did not rebook us and we were forced to book separate flights on different airlines. More than seven weeks after the boarding denial, we are still awaiting a refund and compensation. The airline agreed to provide us with $919 in compensation (or 700 pounds per UK law). They say they authorized this payment on 10 Sept. however it never arrived. When asked for confirmation, the ***** provided slightly inaccurate bank details -- though I confirmed multiple times there was no error on my end. A second payment for $161 incurred in hotel/transit expenses was properly processed and arrived in my bank account without delay. I suspect the first ***** mis-entered the bank details since there was no issue with the second transfer using the same information. Additionally, I have yet to receive a refund for the initial booking plus the additional purchase of luggage. I am seeking the agreed-upon compensation of $919 plus a refund of ****** euros for the two tickets and extra baggage ($368.68).
Customer Answer
Date: 11/09/2024
Better Business Bureau:

At this time, I have not been contacted by British Airways regarding complaint ID ********.

Sincerely,

********* *******
Initial Complaint
Date:10/15/2024
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.
British Airways broke our stroller on our return flight from *************** to ************. We submitted a damaged bag claim (#********) with all of the information requested e.g. original receipt for the purchase of our stroller. We had to wait just under 4 week for a response, in which they asked for a receipt for the replacement stroller, as well as the receipt for the original stroller which I had already provided. I provided both immediately and got a quick response back saying once the replacement stroller was delivered to send the invoice. I went in to the store to ask for a physical receipt (instead of an email confirmation) which they provided me with. The store also confirmed that no invoice would be provided. I sent this to British Airways on August 24th, 2024 and have heard nothing since, despite chasing via email and on the online chat. It has been 8 weeks since I have heard anything from them and 12 weeks since I submitted the initial claim. When I log in online and enter my claim number it simply says "received", not even "in progress" which is one of the other options. When I spoke to someone on chat they told me the maximum amount of time for a claim to be closed out is 6 weeks. I don't know why it is taking so long and I now feel like I will continue to be ignored by British Airways and will never hear back. Additionally, I think it's very unfair that we have been asked to purchase a replacement stroller and be out of pocket by a significant amount of money for a such a long time while we wait for them to reimburse us, and it seems they have made that request and may never reimburse us. I am hoping BBB can intervene to come to a resolution and close this out.
Business Response
Date: 10/21/2024
The following email was sent 17Oct24:
Dear *** ************ ***************** ************* ******* *** **** ************ ************** ***************
An apology from British Airways

Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to respond to you directly.

Were sorry to hear your stroller was damaged during your recent trip with us. I understand that you have sent us the receipts we requested, but you havent had a response to your claim yet. 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.

Thank you for sending over the receipt for your replacement stroller. Although I appreciate your new stroller had cost more, were only able to cover up to the value of the damaged stroller. Were happy to pay $543.29 towards the cost of this. We'll cover this cost and transfer the money to your bank account using the detail you provided. It may take up to 10 working days for the money to reach your account.

Please be assured that Ive logged the details of your experience. Well use your comments to help us to improve the service we provide.

Once again, were sorry for the experience you had this time. We hope we can welcome you back on board again soon.

Best regards

*****
British Airways Customer Relations
Your case reference is:********
Customer Answer
Date: 10/22/2024
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:

Firstly the price of the exact same stroller now is 60% more expensive than when we purchased it ($327.66 more). The stroller is only 3 years old yet it has gone up in price significantly. I understand that British Airways is not responsible for this price hike but British Airways WAS responsible for safely and securely transporting our stroller and they ARE responsible for the damage caused to it. I do not see why we should be out of pocket by several hundred dollars when we would not be purchasing a new stroller and spending that money had it not been damaged by British Airways. Secondly and linked to this, British Airways forced us to buy a replacement stroller in order to process the reimbursement that we were always due for the damaged stroller. They did not tell us in advance that they would only reimburse us for the cost of the original stroller. They did not specify any instructions on what strollers or prices would or would not be eligible. Therefore, to be safe we purchased the exact same stroller as the original, in the same color, assuming that British Airways would expect an identical replacement. They should not have forced us to purchase a replacement and again left us out of pocket by such a large amount, when they did not intend to reimburse the cost of the new stroller. That was not clear in any way when they communicated to us. Had we known they would only reimburse the original cost of the stroller we would likely have purchased a different, more affordable stroller, and spent time shopping around and waiting for sales, rather than being forced to immediately purchase a replacement to get the funds back that we were always due.

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

Sincerely,

***** *********

Business Response
Date: 11/04/2024
The following email was sent on 28Oct24:
Dear *** ************ ***************** ************* *******
An update from British Airways

Thanks for getting back in touch with us.

Im sorry the amount that we would contribute towards your claim wasnt made clear to you when you initially contacted us. We assess each claim on an individual basis, however, for damaged baggage and strollers, well always use the purchase price as the base price for any reimbursement. We may contribute less towards a claim based on the age of the item or if the customer is unable to provide us with proof of purchase. I note that we did inform you that we required receipts or may contribute less to your claim.

I appreciate the cost of the stroller had increased in price and I understand your reasons for purchasing a like-for-like replacement. However, if you were unsure about any of the details of your claim, such as the maximum we could contribute, then you could have contacted us and well happily of answered any queries for you.

Unfortunately, as weve already contributed the full value of your damaged stroller, were unable to increase the amount offered to you. However, you may be able to claim the rest through your travel insurance provider if you took out cover before your trip. If I can help by providing any information for your claim, please let me know.

We do understand how strongly you feel about this. When a customer has any kind of concern, we share the feedback with the relevant manager and focus on what we can do to avoid the issue happening in the future.

Thank you for getting in touch with us about this. We do appreciate that you have a choice of airline, and hope youll choose us again in the future.

Best regards

*****
British Airways Customer Relations
Your case reference is:********
Customer Answer
Date: 11/05/2024
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:

The previous points made remain and have not been resolved. They stated if I was unsure of how much they would reimburse I could have contacted them but they were being unresponsive until I escalated it to the better business bureau. And again the point remains that they should not have made us purchase a replacement stroller in order to get the reimbursement if they were not planning to reimburse the full amount of the new stroller. In this case they should have reimbursed the original price of the stroller with the original receipt provided, without making purchasing a new stroller a condition of reimbursement.

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

Sincerely,

***** *********
Initial Complaint
Date:10/01/2024
Type:Delivery 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.
I am seeking your help in reclaiming my bad that was lost on British Airways connecting flights BA 5944 on 9/19/24 from SNN to *** and BA 756 on 9/19/24 from LHR to BSL. The flight confirmation number was ******. The bag was checked under my wifes name, ***** *******. Upon our arrival in ***** we filed a claim for lost baggage with the airport lost baggage help desk. That report was under my wifes misspelled name, ***** ****** (one T instead of two). The claim number is **********. When you look up the case number, you will find that it was supposed to be delivered to our hotels in *********** but after it missed two of those hotels over a 5-day period, we decided to have it shipped back to our house in ************. The courier attempted to contact us for delivery while we were still in *********** and did not have access to our cell phone. The British Airways customer service agent told us the bag was in ************ and would still be delivered to us, but the kind man at the local airport check-in counter at ************ looked up our bag and sees that it has been returned to *****. This is the last we heard as of 10/1/24. Thank you in advance for your help in locating the bag and shipping it to our home address:******* ****** ******************************************************** Cell Phone: ************ You may reach me on my cell phone (************) or my preferred method of communication, email, at *************************
Initial Complaint
Date:09/29/2024
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.
Hello BBB Team,I flew with British Airways on July 28, 2024, and upon reaching my final destination at *************, I discovered that one of my luggage bag wheels was broken. Additionally, due to a flight delay, I lost one night of accommodation and filed a claim for a hotel reimbursement. The cost of the hotel for 1 night was $360.I opened a case on July 29, 2024 (Case Reference: ********). However, since then, I have not received any communication from British Airways. Every time I contact them, I am forwarded to different customer service teams without ************* has now been two months, and I kindly request your help in resolving this matter.Thank you for your *************** regards
Business Response
Date: 10/10/2024
The following emails were sent on 03Oct24 & 10Oct24:
Dear ** *********** *****************
An apology from British Airways

Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to respond you directly.

Were sorry your flight from ******* on 28 July 2024 was delayed, meaning you were unable to connect to your original flight to *****. We know how disruptive this can be and understand why you needed to get in touch.

Although I understand your reasons for asking, Im afraid were unable to reimburse the cost of your missed hotel stay. This was not booked as part of your British Airways booking and is therefore classed as a consequential loss, which British Airways are not liable for.

However, depending on what kind of travel insurance you bought, you may be able to claim through this. If I can help by providing any information for your claim, please let me know.

After youve checked in your bag, it will travel a long way before reaching the aircraft. Unfortunately, despite our best efforts, it can occasionally be damaged accidentally during this journey. Wed like to refer this to our specialist baggage handling company, *****, to assess further. In order to do this, we require more information regarding the damage to your bag. If you could please send me the following information about your bag:

Tag number (if known)
Age
Brand
Cost

Once we have this information, we can create a report and pass this to Rynns.

Thanks again for bringing this matter to our attention and we're sorry for your experience. I look forward to hearing from you soon.

Best regards

*******
British Airways Customer Relations
Your case reference is*********
=======================================================
Dear ** *********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ****;">
An update from British Airways

Thank you for your email, and for sending further details relating to your baggage.

Our specialist baggage handling company, *****, is currently looking into your claim, and will get in touch in the next 48 hours. Ive given them all the details from your claim, and theyll be happy to talk you through the next steps.

If you havent heard from them within 48 hours, please contact them directly using the details below. Please quote your World Tracer reference number, which is BCUBA80874.

Here are their contact details:
****** ********************************** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ***************** **************** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
We appreciate the delay to your flights meant that you missed part of your hotel stay and that your time in ***** was impacted. As previously advised, Im afraid were unable to reimburse these costs to you. As this was bought outside of your British Airways booking it is classed as a consequential loss, and we are not liable to reimburse missed accommodation or experiences.

Thank you for getting in touch with us about this. We do appreciate that you have a choice of airline, and hope youll choose us again in the future. If there are any other issues I can help with, please dont hesitate to contact me.

Best regards

*******
British Airways Customer Relations
Your case reference is*********
Customer Answer
Date: 10/12/2024
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:

While I appreciate that you have addressed the luggage issue, I am writing to express my disappointment with your decision not to reimburse me for the cost of my missed hotel night. The delay that caused me to miss the night was due to British Airways, not me, and as a result, I lost an entire night at the hotel.
I believe British Airways should take responsibility for this and provide reimbursement. Missing an hour or two might have been understandable, but losing a full night is simply not acceptable.
Please escalate this to your manager, as I feel this matter warrants further consideration. At the very least, I am requesting a partial reimbursement of $180, which covers half of the hotel cost. I would prefer not to lose the full $360.
Thank you for your attention to this matter. I look forward to your prompt response.
Best regards,
***** ********

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

Sincerely,

***** ********

Business Response
Date: 10/21/2024
The following emails were sent to 15Oct24 & 17Oct24:
Dear ** *********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
An update from British Airways

Thank you for your email.

As advised, we appreciate the delay meant that you missed part of your hotel stay. Im afraid our stance on the situation remains the same, and were unable to reimburse these expenses.

We recommend contacting your travel insurance provider, as you may be able to claim through this. If I can help by providing any information for your claim, please let me know.

We know this experience didnt meet our usual standards, so on this occasion, Id like to offer you an eVoucher for $250.00, which I hope goes some way towards making up for what happened. There are full details about how to use this here.

eVoucher number: **************
Email address: ************************************* ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ******* ***** *********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ******* ****** *******
******** ** ******* ****

Thank you for getting in touch with us about this. We hope youll choose to fly with us again in the future. If there are any other issues I can help with, please dont hesitate to contact me.

Best regards

*******
British Airways Customer Relations
Your case reference is*********
=================================================
Dear ** *********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
An update from British Airways

Thank you for your email.

Were sorry you were unhappy with the eVoucher gesture offered.

After further discussion, we will reimburse the cost of your missed hotel stay for $360.00. But please be aware that this is not something we would usually reimburse and in future, this type of expense would need to be claimed via your travel insurance.

As we are now paying your expenses, the eVoucher offered for $250.00 has been cancelled.

A bank transfer of $360.00 has now been arranged and should be reflected in your ***** account within 14 working days. If for any reason the payment still doesn't show in your account by this time, please let me know and I can check this for you. Please don't respond to this email in the next ***** hours, as this may delay the payment being processed.

Thank you for getting in touch with us. We hope to welcome you onboard again soon.

Best regards

*******
British Airways Customer Relations
Your case reference is*********
Customer Answer
Date: 10/24/2024
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:09/28/2024
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.
Seeking refund and reimbursement for the expenses and flight downgrade on British Airways. BA has not resolved the issue despite multiple follow **** Due to delays on my flight, I was moved from business class to economy and also expenses towards food which should be paid by BA. Check the picture for the issue number
Business Response
Date: 10/21/2024
The following email was sent 15Oct24:
Dear ******* ****

An update from British Airways

Thank you for contacting the Better Business Bureau. A copy of your correspondence has been sent to Customer Relations and we have been asked to respond to you directly.

Im sorry for the problems you suffered when travelling recently. I have looked at your booking, and can see that you actually did have enough connecting time. Unfortunately, we have no control over the delivery of the bags as a third-party handles this, and would not be responsible for you missing your connecting flight.

I can see that we arranged a hotel for you, as the flight you were rebooked on, did leave the next day. I have contacted our refunds department to ask to refund any difference in fare due this can take up to 14 days so appreciate your patience.

As a gesture of goodwill, we are happy to cover your expense of $182.57. The best way to do this is by bank transfer and it would be helpful if you could send me the following information:

Bank name
Branch name
Bank country
Routing number (9 digits - please provide the paper and electronic sort code)
Account number (up to 17 characters)

Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.

Thank you for bringing this to our attention. I there is anything further I could help you with please just ask.
Best regards

*****
British Airways Customer Relations
Your case reference is:********
Customer Answer
Date: 10/22/2024
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:

I will accept the resolution only after the fare difference has been refunded. For now, please see my bank info to send the amount
Bank name - ********************;
Branch name - ********
Bank country - ***
Routing number (9 digits - please provide the paper and electronic sort code) - *********
Account number (up to 17 characters) - ************

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

Sincerely,

******* ****

Business Response
Date: 11/04/2024
The following email was sent 31Oct24:
Dear ******* ****

An update from British Airways

Thank you for providing the information requested.

I have raised a bank transfer for the amount of USD182.57, this can take up to 14 working days to appear in your account so thank you for you patience.

As previously advised I have contacted our refunds department, who are looking at processing any refund that would be due.

Thanks again for getting in touch.

Best regards

*****
British Airways Customer Relations
Your case reference is*********
Customer Answer
Date: 11/05/2024
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]
Appreciate the update. Does this really take that long to resolve for something that happened in July ?

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

Sincerely,

******* ****
Initial Complaint
Date:09/24/2024
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.
November of last year I booked a flight with British Airways as part of planning my honeymoon. Unfortunately my dog became sick and later passed away to his illness. I needed to cancel the trip to take care of him and all the other companies I booked with of course understood and offered a fair resolution. According to my records BA has been provided with the necessary documents to verify my unfortunate situation but I am unable to track the appropriate resolution to Incident: *************.I thought a voucher had been issued but I cannot find anything to that regard in my email or their system. If it is indeed a voucher, I believe that it may expire soon. I tried contacting them again but they are lacking standard communication and correspondence methods.
Business Response
Date: 10/21/2024
The following email was sent 15Oct24:
Dear ** ******** ***************** ************* ******* *** **
An update from British Airways

Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to respond to you directly.

Im sorry to hear you were unable to travel as your dog had become unwell and sadly passed away and youve had difficulty tracking the resolution to the query you raised about this. I understand why you needed to get in touch about this. Wed also like to thank you for your patience while we got back to you about this.

Ive checked the details of your booking, and I can see the booking was placed on a hold under our illness policy we have for when our customers have emergency situations. While we usually reserve this for when passengers or their immediate family members become ill before travel, I can see we offered this for your situation.

This policy allows us to place your booking on a hold for up to one year from the date your ticket was issued. When youre ready to rebook, you would need to call our Customer Support team. We would waive any change and service fees that may be applicable to your booking, however, you would need to pay the difference in fare or tax if these have increased. Im afraid as this is a manual process in our reservation system, were unable to offer a voucher which can be used online when using the policy.

The notes in your booking show you were advised you had until 29 September 2024 to rebook your flights. After this date, your ticket will have expired. I can also see that you contacted us on 25 September, and were advised to contact our Customer Support team again.

Our illness policy does not permit refunds. However, as a gesture of goodwill we would like to offer you an eVoucher for $662.60 to use on a future booking. This eVoucher can be redeemed on ******. Ive included the details below:

eVoucher number: **************
Email address: ******************************* ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ******* ***** ***** ******** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ******* ****** *******
Expires: 15 October 2025

There are full details about how to use this here.

We always welcome feedback, as it helps us understand what we need to focus on, so thank you for taking the time to let us know about this. Ive shared your comments with my colleagues in the relevant team to help us improve our service.

Thanks again for contacting us. We hope we can welcome you back on board again soon.

Best regards

******** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ************** *******
Customer Relations
Your case reference is:********

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