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.
269 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:09/24/2024
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 am disappointed with how my baggage was handled on British Airways flight (*****), departing on 11th August 2024 from ****** and heading to *********. Despite not checking in my suitcase initially, I was made to do so at the gate due to a supposed lack of overhead space. However, once onboard, I noticed that there was sufficient room in the overhead bins, and some passengers who were also required to check their bags were permitted to keep them. My request to retain my suitcase was denied.The damage to my luggage could have been avoided had I been allowed to keep it with me. I therefore kindly request either a full replacement of my luggage or adequate financial compensation to allow me to purchase a new ********** Customer Relations team contacted regarding my damaged luggage claim. They offered a 9 compensation for my damafged luggage which is both inadequate and unacceptable, given that the damage sustained renders the luggage completely unusable. This minimal amount does not even begin to cover the cost of repair or replacement, which is unfair and does not reflect the seriousness of the ******** you may know, it is unlawful not to offer reasonable compensation that allows a customer to obtain a suitable replacement or equivalent remedy for damage caused.I request a decent compensation to get a new luggage through a cheque.Details:Full name: ********** ******* ***** Booking reference: ******
Business Response
Date: 10/09/2024
The following email was sent on ********
The damage to your baggage

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 sorry to hear your bag was damaged during your recent. This isnt what you should expect of us, and we understand why you needed to complain. Wed also like to thank you for your patience while we got back to you.

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.

Our specialist baggage handling company, Rynns, 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 referencenumber, which is ***********

Here are their contact details:
Email: *******************************
Telephone: *************

Thanks for taking the time to bring this matter to our attention. Well forward your comments about your damaged bag to the relevant team so we can look at ways to improve our service in the future.

Once again, please accept our apologies for your experience on this trip. We hope to welcome you back on board soon.

Best regards

*******
British Airways Claims Investigation Specialist
Your case reference is: ********
Customer Answer
Date: 10/09/2024
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 British Airways hasnt contacted me within the 48h that they mentioned in their response.

[Your Answer Here]

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 email was sent on 16Oct24:
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.

Im disappointed to read you havent received a response from our specialist baggage handling company, *****. They are currently looking into your claim, and will get in touch as soon as possible. Ive given them all the details from your claim, and theyll be happy to talk you through the next steps.

I would suggest contacting them directly using the details below. Please quote your WorldTracer reference number, which is ***********

Here are their contact details:
Email: *******************************
Telephone: *************

Thanks again for contacting us. We apologise for any inconvenience caused.

Thank you again for contacting us.

Best regards

*******
British Airways Claims Investigation Specialist
Your case reference is: ********
Initial Complaint
Date:09/21/2024
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.
My family purchased a flight from *************** to ************* (SFO) in Dec 2023 for a flight on July 11, 2024. Less than 24hrs before the flight was schedule to depart, we received notice that our flight was canceled. Due to this cancel on short notice, we incurred approximately $1100.00 in fees. We have made 2 attempts to resolve the issue with British Airlines with no success. We reviewed their canceled flights information page and based on what we are being told our fees should be reimbursed. We have been unable to speak with anyone at BA about our claim, we have been directed to a chat bot and email for all correspondence.
Business Response
Date: 09/30/2024
The following email was sent on 27Sep24:
Dear ** *****

An apology from British Airways

Were very sorry that your flight with us to ************* on 11 July was cancelled. We don't underestimate the inconvenience caused to you and your family and we're very sorry you had difficulties when trying to reach us. We know this isnt what you expect when you travel with us, so we understand why you needed to let us know about this. Wed also like to thank you for your patience while we dealt with high volumes of queries.

Ive looked into what happened, and its clear that we could have worked together better to assist you, particularly with your seating allocations. This is a serious concern for us, as we always aim to give you all the assistance you need as quickly as possible. Your feedback is already making a difference. Ive shared your comments with the relevant managers, and well be using them to help us to improve our service.

We can see you have paid out of pocket expenses in relation to accommodation, meals and transport. We've reviewed your claim and after deducting the amounts paid for alcohol and tips, we have processed a bank transfer for $1,357.87.

We take all reasonable measures to avoid cancelling a flight and well always consider if there are any alternative solutions available before we make a decision. The distance of your disrupted journey was over *****km and this has been calculated in accordance with UK law. This means youre entitled to $622.47 (520.00) each in compensation. We've therefore raised a second bank transfer for $2,489.88. The funds will reach your account in 7-10 working days.

Once again, please accept our apologies for your experience on this trip. We hope to welcome you back on board soon.

Best regards

****
British Airways Customer Relations
Your case reference is: ********
Customer Answer
Date: 09/30/2024
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:09/20/2024
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.
I have been told by the British ************** team I needed to call before 8/20 to get an Avios refund for a flight in May but prior to 8/20 I was told by the Executive team they could not process a refund until the case had the doctors medical note added to the account. Which appears to be done on 9/20/24 by Global Customer Relations. Due to the delay processing this case by Customer Relations I cant get a refund? . How does that make any sense?I was told I should have called sooner which is crazy given I did multiple times and was told to wait on the case by Global Customer Relations It appears this may be a loophole to keep peoples money and Avios. For Canceled flights due to a medical issue. British Airways Reference # ****** Global Customer Relations Case #********
Business Response
Date: 09/30/2024
The following email was sent on 27Sep24:
Dear ** ************* ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
Thank you for contacting the Better Business Bureau. They have asked us to contact you.

Im sorry you have had to wait so long for your refund to be processed. We appreciate your frustration. 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 providing the medical document. We have now refunded ****** Avios and they should show in your account now. We have also forwarded the details of your booking to our Refunds team who will process a refund of any taxes, fees and charges that are due.

Thanks again for taking the time to let us know about this. Ive passed your comments to the relevant managers, and well be using them to help us improve our service.

Please accept our apologies for your experience this time. We hope to welcome you on board soon.

Best regards

****
British Airways Customer Relations
Your case reference is: ********
Customer Answer
Date: 09/30/2024
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:09/18/2024
Type:Billing 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 Case Reference is ********, their response 8/27/2024:"Weve reviewed your application and were pleased to confirm that youre entitled to compensation under Air Passenger Rights Regulations. This has been calculated as ***************** per customer. Please visit ****** to find out more about the calculation.""If you provided bank details when you submitted your claim, well transfer the total amount of $687.34 and your full expenses claim for $30.27 as two separate transactions into your bank account within 14 business days. If no bank details were provided, we'll send you a cheque in the post."I supplied bank account information and have not received any payment, to bank or via check.I submitted several complaints to ****** as instructed.
Business Response
Date: 09/30/2024
The following email was sent 26Sep24:
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 reply to you directly.

Were sorry youre disappointed with the time it has taken to resolve your claim. We appreciate this must have been frustrating.

Weve reviewed your case and can see two bank transfers for USD ****** and USD ***** were processed on 29 August. Funds can take up to 14 working days to arrive. Please can you advise if you have received the funds since contacting the Better Business Bureau. If you have not received the funds, please reconfirm your bank details in case the wrong details were provided to us previously.

We look forward to hearing from you.

Best regards

****
******* ******* ******** *********
**** **** ********* *** ********
Customer Answer
Date: 10/11/2024
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]
I responded to the company with details for verification.
I did not receive a reply to the verification of bank details.
I never received the funds.
British Airways has not provided evidence as to whether or not they actually provided any funds to any account.

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

Sincerely,

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

Business Response
Date: 12/02/2024
The following email was sent 25Nov24:
Dear ** ********* ***************** ************* ******
An Update from British Airways.

Thank you for coming back to ***

We've now received confirmation from your bank advising the bank transfer we attempted failed due to an invalid routing number.

We appreciate you've previously provided your bank details but to avoid any further issues and delay, please could you reconfirm your bank details.

We look forward to hearing from you.

****
British Airways Customer Relations
Your case reference is: ********
Customer Answer
Date: 12/19/2024
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 Business has NOT resolved the complaint.
They have repeatedly claimed the money is either in transit or in the mail.
The money owed by law has not been received.

Sincerely,

****** ******
Initial Complaint
Date:09/14/2024
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 was trying to travel back home from ****** and due to the ********* issue on 7/19 the airports were severely backed up on 7/20. Because of this excessive wait to get checked in at the airport because the apps and online check in were down I was denied boarding onto the plane. Which I found out later that evening the plane had been delayed 40 minutes and I should have been allowed to be on my original flight. I want to specify that this was not my fault I was at the airport early and there were several people in line with us on different flights that this happened to as well. Eventually I was rebooked for a flight on 7/22. So I had to book a hotel for 2 nights, get an **** to get there. Since being back I have had an incredibly hard time trying to get reimbursed. I have tried to go through the ******* global assistance trip insurance I had. I have had to do the claim twice, and was only approved for $125 when my total was $606 USD and was told a maximum of $75 a day when the plan says $100 a day without receipts and if it went over that to just submit a claim to cover the overage with proof of the receipts. I have not received that payment with them I told them I wanted to try and proceed by going through British airways to get my full refund. I have filed a claim now with British airways to try and get reimbursed. I was traveling with a family member who booked separate than me and with your alls help and filing a claim with British airways he has been reimbursed already. Please help me it has already almost been 2 months since this has happened. I tried to be patient and do this on my own but they are making it extremely difficult. The total in euros is 466 and if you convert that to usd by the means of 1 euro is $1.30 usd it comes out to about $606 usd is what Im asking to be reimbursed for and I have all the receipts.
Business Response
Date: 09/30/2024
The following email was sent on 20Sep24:
Dear **** ****

Your feedback to British Airways

Were sorry to hear you were denied boarding recently due to queues at the airport as a result of the ********* outage in July. I understand your reasons for escalating your complaint to the Better Business Bureau. Wed also like to thank you for your patience whilst we responded.

Ive checked our records and can see your out of pocket expenses have already been reimbursed for $513.07 on 14 September 2024. I understand youve also received $125.00 back from your travel insurance claim that was issued previously. Therefore, were unable to raise any further payments to you.

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.

Once again, please accept our apologies for your recent experience. We hope to welcome you back on board soon.

Best regards

****
British Airways Customer Relations
Your case reference is:********
Initial Complaint
Date:09/12/2024
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 had a flight scheduled to depart from ******* ******* to ****** ******* August 20th and received an email the day before saying the flight was canceled due to aircraft serviceability. I changed my flight to leave exactly 24 hours before my original flight.I filed for compensation but only received 260 British Pounds instead of 520 BP.I tried to contact them regarding this but it wouldn't let me.Below is the information on the website showing what I should have received for compensation. The levels of compensation are limited by ** regulation as follows:250 **R for flights of up to *****km 400 **R for flights within the ** of more than *****km, and for all other flights between *****km and *****km 600 **R for all other flights These amounts are reduced by 50% if we can offer you an alternative flight route to your final destination with a new scheduled arrival time that doesnt exceed the original scheduled arrival time by:Two hours for flights of up to *****km Three hours for all flights within the ** of more than *****km, and for all other flights between *****km and *****km Four hours for all other flights.Below is my email showing my compensation Dear **** ********, Thank you for your claim for compensation. We're sorry that your flight ****** on 20 August 2024 to ****** didn't depart as scheduled. We know your time is precious and we're sorry that your travel plans were affected. Weve reviewed your application and were pleased to confirm that youre entitled to compensation under Air Passenger Rights Regulations. This has been calculated as ***************** per customer. Please visit ****** to find out more about the calculation. If you provided bank details when you submitted your claim, well transfer the total amount of $339.41 into your bank account within 14 business days. If no bank details were provided, we'll send you a cheque in the post.
Business Response
Date: 09/30/2024
The following email was sent 19Sep24:
An update from British Airways

Dear ** *********** ***************** ***
Thanks for contacting the Better Business Bureau. Your complaint has been passed to our ***************************** for handling.

Your flight was cancelled which was deemed eligible for compensation and our records reflect your complaint that you rebooked to depart 24 hours earlier than expected. As you did not arrive at your final destination after your original expected time of arrival, the legislation you have quoted is correct, that 50% of the full amount is due as you travelled the day before.

The ****** in compensation is 50% of the full amount ****** and has been awarded correctly under the legislation you have quoted.

Thanks again for getting in touch with us.

Best regards

************ ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ************** *******
Claims Investigation Specialist
Your case reference is* ********
Initial Complaint
Date:09/11/2024
Type:Customer Service 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 writing to demand compensation from British Airways for significant service failures and violations of both US and ** air passenger rights during an incident on July 5th at *****************Upon our arrival, my family and I were issued economy class boarding passes despite having confirmed business class tickets. This change was made without any prior notice, and after being sent to multiple counters, we missed our original flight. British Airways failed to provide alternatives on their flights, instead booking us on separate Virgin flights, causing immense stress and delaying my work *********** Air Passenger Rights Violations:Denied Boarding Compensation: Under 14 CFR *****, passengers involuntarily denied boarding on oversold flights are entitled to compensation. British Airways did not provide adequate compensation or timely alternative ********************* Seating: Airlines are expected to make reasonable efforts to seat children next to accompanying adults. Our family was separated on different flights, violating this ************** Air Passenger Rights Violations:Regulation (EC) No ********: This regulation mandates compensation for delays over three hours, cancellations, or denied boarding. I filed a complaint with British Airways under reference number [********] on August 19th. Despite numerous follow-ups, I have yet to receive any resolution or updates. This lack of response further demonstrates British Airways' disregard for customer service and regulatory compliance.I demand a formal apology, a full explanation, and compensation as stipulated by US and ** regulations for the inconvenience, stress, and financial losses incurred. Please do support me in getitng this resolved.Sincerely,*****
Business Response
Date: 09/30/2024
The following email was sent 19Sep24:
An update from British Airways

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

Thanks for contacting the Better Business Bureau. Your complaint has been passed to our ***************************** for handling.

Im sorry to hear about the disruption to your recent travel plans on 05 July, I dont underestimate how frustrating this was for you and your family, so I appreciate why you needed to get in touch with us.

Your flight, ******, was cancelled and not oversold, as such we treat this as a claim for compensation based on a cancelled flight rather than denied boarding. The cancellation is eligible for compensation, which means youre due $2,668.01 because you arrived in ************* over 4 hours later than expected.

The best way to settle your claim 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)

You can send us your information by clicking on the secure blue reply link below my name. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.

Thanks again for getting in touch and I hope to hear from you soon.

Best regards

*********
British Airways Claims Investigation Specialist
Your case reference is: ********
Customer Answer
Date: 10/03/2024
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 email provided by British Airways included no link for me to use to claim my reimbursement. A link was supposed to be provided after the senders name but was missing. I contacted customer support on Friday September 20th about this problem, and the customer support representative agreed that BAs email did not provide me with sufficient information to begin the reimbursement process. She said the matter would be escalated internally and that I would receive a new email with the correct link where I could input my bank information in a few days. It has been two weeks since that phone call, and I have received no further communication from BA. I do not consider this matter resolved at all, and demand that British Airways make immediate efforts to process my reimbursement.

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 email was sent 16Oct24:
An update from British Airways

Dear Purnima

Thanks for getting back in touch with us.

Please accept my apologies for my previous email containing the incorrect advice. The blue link mentioned in the paragraph was to send a reply directly to us in our old computer system which has since been replaced. We're working on changing the contact methods over to our new system.

We have removed the blue link and have now made it easier for customers to contact us which is by replying directly to this correspondence. You can still send your details in separate emails if you're concerned about having them in the same email.

Once you send the details across, I can arrange your reimbursement within the next 24 hours. I hope to hear from you soon.

Best regards

*********
British Airways Claims Investigation Specialist
Your case reference is: ********
Initial Complaint
Date:09/09/2024
Type:Product Issues
Status:
UnresolvedMore 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.
BA denying flight delay compensation by citing false information.I was booked to fly from ****** to LHR at 7.15 am on 8-26-24 on BA709, with a connection on BA53 at *** to ******* at 9.50 am. On 8-25, BA informed me that BA53 had been cancelled (no reason specified), and that I had been rebooked on a 4.00 pm flight from ***, more than 6 hours later. On landing in ***, BA refused to say anything about compensation, except to state that I have to file a claim online. They had rebooked me on BA49 which arrived in ******* 6.40 pm on 8-26, more than 7 hours after my originally scheduled arrival by BA53 of ***** pm. I filed a flight delay compensation claim online 8-29. First, they rejected it by referring to some other flight cancellation on 8-2-24 due to air traffic control restricted operations. I wrote back to them clarifying that my claim related to the cancelled flight on 8-26-24, not 8-2-24. They responded by saying they had another look at my claim for compensation and taken the time to make sure their response is accurate and up-to-date, but again rejected my claim as the CANCELLATION was due to extraordinary circumstances, therefore no compensation was payable. I was able to verify from flight tracking websites that BA53 did in fact operate on 8-26, and gave BA the LHR departure time of ***** am from *******, as well as the Seattle arrival time of ***** pm. BA apparently bumped me from BA53, without my consent, but misinformed me that the flight was cancelled. Their own website indicates ** mandated compensation 600 Euros ($662), but it appears that they are brazening it out by falsely maintaining just that the flight was cancelled (it was not), but attributing the supposed cancellation to ATC restrictions! As per BA website ** mandated regulations requires BA to pay 600 Euros. The ticket was issued by British Airways, ********. I have been a member of their Frequent Flier program for over 36 years.
Business Response
Date: 09/30/2024
The following email was sent on 19Sep24:
Dear *** *********** ***************** ************* ******* *** **** *******
An update from British Airways

Were sorry it was necessary to cancel your flight to ****** on **************************************************** contact about this. We take all reasonable measures to avoid cancelling 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 for compensation has been refused because BA0716 on 02 August was cancelled because of restrictions imposed by Air Traffic control due to adverse weather conditions.

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 your experience. Ive shared your comments with my colleagues in the relevant team to help us improve our service.

Once again, please accept our apologies for your experience on this trip. We hope to welcome you back on board soon.

******
British Airways Customer Relations
Your case reference is: ********
Customer Answer
Date: 10/01/2024
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:

BAs response, unfortunately,appears to continue the deceptive language they have repeatedly employed in their correspondence with me directly.

I had submitted two flight delay claims to BA as follows:

Case Reference is ******** Delay of flight ******-******* on August 26, 2024 (my BB complaint related to this only)
Case Reference ******** Delay of flight ******-****** on August 2, 2024

Both were rejected by BA citing the same reasons, ATC restrictions. The August 26 flight was NOT cancelled, it operated as scheduled (with few minutes delay) on August 26. But they continue to give this reason in their emails to me, which is false.Moreover, they continue to refer to the August 2 flight (#********) when responding to my BBB complaint about the August 26 flight (#********) . This appears to be a deliberate attempt to mislead me, and BBB as well, especially as they have done this repeatedly.

My complaint to BBB was about the August 26 flight. Their response to you refers (yet again!) to the flight on August 2, 2024! It appears they may be doing this as they know fully well that the August 26 flight was NOT cancelled, proof of which is available as public information, as indicated in my original BBB complaint. Therefore,they misleadingly keep referring to the August 2 flight.

FYI: I had filed a BA claim #******** for the August 2 flight also, but I have not made any reference to that flight in my BBB complaint. My BBB complaint ID #******** was/is only is only about the August 26 flight, #********. They should respond accordingly to BBB.

Attachments: Proof that BA53 operated on August 26, available from many online flight tracker sites. I was apparently bumped without my consent to BA49 which arrived at ******* close to 7 pm, well over than 6+ hours later than my original scheduled arrival.

Business Response
Date: 10/16/2024
The following email was sent 15Oct24:
Dear *** *********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
An apology from British Airways

Thank you for contacting the *******************************. Your correspondence has been passed to Customer Relations and we have been asked to contact you directly.

Id like to apologise for the incorrect information you were given, as the previous agent only referred to your flight on 02 August.

Ive reviewed your claim for your flight to *******, ****** on 26 August. You were removed from this flight, due to your previous flight from ****** being delayed, which meant you missed conformance for your flight to *******. As a result, you were rebooked onto a later flight.

Having reviewed the delay of your flight from ******, ******, I can confirm that you are entitled to compensation for this delay. The total amount of compensation payable is ******, which converts to $679.67.

Ill arrange for this payment to be transferred to your First ****************************** account, using the details youve provided. Please be advised that it can take up to 14 working days for this payment to show in your account.

Thanks again for getting back in touch, and please accept my apologies for any inconvenience.

Best regards

******
British Airways Customer Relations
Your case reference is:********
Customer Answer
Date: 10/17/2024
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:

It's a good start, but only a start. Good to see that BA has finally accepted that my flight was NOT cancelled as they have been maintaining so far. And two, for confirming categorically confirming that I am in fact entitled to compensation of 600 Euros or its dollar equivalent. On 10-15-24, BA had also sent me directly the same communication they have now sent to you.
However, they have only said that the money will be deposited to my bank account in 14 days or less. Unfortunately, going by their all responses earlier, I am unable to take their word at face value. I will believe it when I actually receive the funds in my account.
Let me express my specific appreciation for BBB representative ****** ******** for promptly responding to my email with helpful suggestions. It was he who listed DOT as a possible redress mechanism. From BA's mail, it appears that their final admission of liability is a direct result of DOT's communication to them (about my complaint to DOT).
Thanks BBB!
*****

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

Sincerely,

******** ********
Initial Complaint
Date:09/09/2024
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.
Booked ticket on British Airways and had to pay for seat selection or wait till 24 hours before flight.Wanting to sit with my wife decided to pay for seats that cost $74 each. The original seats I wanted were listed at $106 each. I made the selection about 72 hours before flight instead of waiting till 24 hours which would have been free, Today 48 hour before (24 hours before I could select free) I checked to see how seats were filling up and noticed that even the ones that were listed at $106 were now listed as no fee. Called the customer service number and was told the reason there was no fee that now those seats were $52. Since I had paid $74 there would be no fee.This is very poor customer service. I had booked through ***************** over four months ago to save money and had selected Basic which did not allow changes. I even tried to call and upgraded to business class but was not allowed to. If this is how British Airways treats customers it make me concerned if I travel again that I might choose to choose a different airlines.
Business Response
Date: 09/25/2024
The following email was sent on 20Sep24:
Dear ** ******** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
Your feedback to British Airways

Thanks for contacting the Better Business Bureau. Your case has been forwarded to Customer Relations and we have been asked to reply to you directly.

I understand from your recent contact with us youre disappointed with your experience when purchasing seats in advance. Some customers prefer more control over their choice of seat, so we introduced paid seating for people whod rather select a specific seat. But seat reservations are still free for anyone who doesnt want to use this service.

We dont underestimate how important it is to be able to choose a seat on your flight, but unfortunately, we cant guarantee a particular seat price as it can vary depending on demand versus your time until departure.

We know this experience didnt meet our usual standards, and so Id like to offer you an eVoucher for $148.00 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: **************************** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ******* ***** *****
Value: $148.00
Expires: 20/09/2025

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.

Thanks again for contacting us and we hope to welcome you on board again soon.

Best regards

******
******* ******* ******** *********
**** **** ********* ***********
Initial Complaint
Date:09/05/2024
Type:Product Issues
Status:
UnresolvedMore 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 July 18th I booked my flight from ******** to *******, ****** scheduled for August 17th (Flights *************** and for return flights **************** directly on the British Airways ********** the time of my booking, I was never issued a ticket, nor a confirmation number nor given a reference number. I was however able to access my passenger information details via the BA website and was able to input my Passport information and known traveler number. Further, I was charged on my credit card the full amount of my flight and my seat upgrades.On August 15th, two days before my flight, I tried to check my seat reservations online and discovered I didn't have a confirmation number/nor a booking reference. I called British Airways customer service on the same date and they told me that there is no record of my ticket being booked (this customer service representative didn't give me a booking reference at the time). **************** at the time told me since that there is no record of my flight, they cannot issue a refund and for me to dispute the transaction with my bank (***************). My bank tried to resolve the situation with British Airways but the request was denied by British Airways.On September 5th, I called British Airways customer service once again and the new representative was able to find my Booking Reference, even though his colleague couldn't find my record on my call on August 15th. The customer service representative told me that I should file a complaint directly with British Airways. The premise of my complaint is for British Airways to refund what I paid given the fact that I was never issued a ticket prior to departure and more importantly, customer service was unable to give me guidance on August 15th , 2-days before my flight, that I even had a booking reference which could've helped resolve a lot of the issues currently.
Business Response
Date: 09/23/2024
The following email was sent on 20Sep24:
Dear ** ************** ***************** ********
Your feedback to British Airways

Thanks for contacting the Better Business Bureau. Your case has been forwarded to Customer Relations and we have been asked to reply to you directly.

I understand from your recent contact with us youre requesting a full refund of your booking reference, ******. I have therefore taken the time to review your booking today.

I can see you purchased your tickets on our website on 18 July 2024 and you entered your email address at the point of purchase. Our records show your ticket was issued to you on 18 July and you agreed to our Conditions of Carriage.

You have mentioned in your email you did not have your booking reference or ticket number, yet you did not contact or call us to get this information for your outbound flight from ****** to *************** on 17 August.

As you did not take your flights in sequence, you voided your travel with us and therefore you were marked as a no show, and your inbound flights were automatically cancelled. We can confirm you must take all your flights in sequence and if you choose to voluntarily miss a flight, then you have voided your contract with us.

We can confirm youre not entitled to a full refund of your booking. We have sent your booking to our Refunds team to request any applicable refund of unused taxes to be processed to you.

Once again, thanks for bringing this matter to our attention.

Best regards

******
British Airways Customer Relations
Your case reference is:********
Customer Answer
Date: 09/26/2024
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 part that's not accurate about your summary is around me not calling your customer service prior to my flight. I have attached my phone ******* **** from ******* for the month of August 2024 which highlights that I did call your customer service number three times on August 15th, two-days prior to my flight. Further, as you can see from my phone bill, your associate tried to verify me with a call back to my phone as well on the same date and time when I called British Airways.
As you can see in my attached phone bill, I called ************** three times on August 15th (two days before my flight), which is your company's customer service line as laid out on your own website. You will also see an inbound call from **************, which was from your call center. I was on the phone with a British Airways associate for almost 37 minutes on August 15th. Your customer service associate told me she could not find my booking reference number. As I also stated in my complaint, when I called customer service again on September 5th after my trip (as you can see the highlighted phone bill) that your customer service representative was able to find my booking reference number.

The fault is on British Airways, had your customer service associate been able to find my booking reference when I called British Airways two days before my flight on August 15th, this would have alleviated the entire situation and I would've been able to board my flight on August 17th.

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

Sincerely,

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

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