Complaints

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

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• 

  British Airways

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

• 

  British Airways World Cargo

  516 Express Center Dr Chicago, IL 60666-5044

• 

  British Airways World Cargo

  PO Box 66604 Chicago, IL 60666-0604

• 

  British Airways

  PO Box 62173 Houston, TX 77205

• 

  British Airways

  P.O. Box 25639 San Francisco, CA 94125

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:08/09/2024

  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.

  BRITISH AIR LOST MY LUGGAGE FOR 3 DAYS AND WERE SUPPOSED TO COMPENSATED ME $92.62.I'VE GIVEN THEM SEVERAL TIMES MY BANK INFO BUT NO LUCK. I JUST WANT MY $ SINCE THEY REALLY REALLY INCONVENIENCED ME BY LOOSING MY LUGGAGE AND DEALING WITH THE MONEY THEY OWE ME.

  Business Response

  Date: 08/19/2024

  The following email was sent on 19Aug24:

  Dear ** ********* ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
  Your feedback to 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 to hear your bag was delayed on your trip to ********, especially as it contained your hiking equipment. We'd also like to apologise for the subsequent issues you've encountered with your reimbursement. This isnt what you should expect of us, and we understand why you needed to complain.
  
  An attempt was made to reimburse $92.62, however the payment failed due to an issue with the bank details. We'd like to put this right for you but, in order to do so, we need to reconfirm your bank details to check for any mistakes.
  
  It would be helpful if you could reconfirm 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)
  
  If you could please also reconfirm the account holders name and address. You can send us your information by replying directly to this email. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  
  Once we have reconfirmed the details, we will arrange a new payment for you.
  
  Once again, Im sorry you had this experience on your trip. If I can help with any information, or you need anything else, please let me know.
  
  Best regards
  
  *******
  British Airways Customer Relations
  Your case reference is*********

  Customer Answer

  Date: 09/11/2024

  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]

   

   Ive  Receive this answer from British Airways at least eight times I triple checked *************** information I dont understand why they cant send me the money since they have  Offices in the ** or they can send me a voucher. Ive given them all of those options but every time I sent bank info I receive that notification.

  This has been going on since the end of March. Its really frustrating and they really dropped the ball and Scotland when they lost my luggage as well as trying to send me the money. 

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

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

  Business Response

  Date: 09/23/2024

  The following email was sent on 20Sep24:

  Dear ** ********* ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
  An update from British Airways
  
  Thank you for your recent email, sent via Better Business Bureau, and were sorry for the delay in our response.
  
  Were sorry the payments to your *************** account have failed. Were happy to arrange a reimbursement via eVoucher as requested.
  
  Please see the details of your eVoucher below:
  
  eVoucher number: **************
  Email address: ************************************ ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ******* ***** ********* ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ******* ****** ********
  Expires: 20/09/2025
  
  There are full details about how to use this here.
  
  Once again, please accept our apologies for your experience this time. We hope to welcome you back on board soon. If I can help with anything else, please contact me directly using the blue link below.
  
  Best regards
  
  *******
  British Airways Customer Relations
  Your case reference is:********

• Initial Complaint

  Date:08/08/2024

  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.

  Please refer to the attachment. In summary: 1. During the process of disputing the economy class, the airline customer service was not supporting at all. After we miss the flight from *** to ********, we were refused to be helped -- even there are seats available for us to travel. We were begging for 3PM flight, which was the same flight that we were told it was cancelled, and the flight was full except two business class. We were asking for economy seats by suggesting moving two other passengers to business class, none of the suggestion was accepted. The staff was so rude and refused to escalate the issue, he was forced to assist us after we confirmed that the original 3PM flight was cancelled and restored on Jul 02rd --- while we got a call from ************* on Jul 03rd and was given the option to fly from *** to ******** then ******** to ******. After we questioned the BA customer service why our seats were not restored, he was forced to take us on board for 9PM flight. 2. All other details are being provided in the attachment.

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by British Airways regarding complaint ID ********.
  
  Sincerely,
  
  ***************
  

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear British Airways Customer Service,I am writing to express my deep dissatisfaction with the service I received from British Airways. It has been over four months since I was removed from a flight without prior notification, and I have yet to receive my refund.On the day of the incident, I was unable to load my boarding pass and called your customer service, who assured me that everything was fine. However, upon arriving at the gate, I was informed that I had been removed from the flight. This was despite my timely arrival and no prior notice of any issue. To add to my confusion, ***************** was able to confirm that someone had removed me from the flight before it even took off from *******This situation is absolutely unacceptable. Not only was I denied boarding, but I also did not receive any compensation for the hotel, the flight, or any meals and entertainment expenses incurred due to the overnight layover caused by your canceled flight in ******. This disruption caused me to miss work, further exacerbating the inconvenience.Four months have passed, and I am still awaiting my refund. This delay in resolving the issue is unacceptable and unprofessional. I urge you to address this matter promptly and ensure that I receive my refund without further delay.Thank you for your attention to this matter.Sincerely, *******************

  Customer Answer

  Date: 08/27/2024

  At this time, I have been contacted directly by British Airways regarding complaint ID ********, however my complaint has NOT been resolved because: 

   

    my refund has not been processed and I believe waiting 6 months is unacceptable considering I have been more than fair in my requests.  They should be reimbursing me 5x at this point  
  
  

   

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 09/17/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding British Airways has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:07/31/2024

  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.

  We Paid BA a total of $7775 dollars for a trip from **, *** to NBO *****. My three children were travelling unaccompanied. Their trip going to ******* from *** was excellent and they enjoyed all the services they were offered with their premium economy ticket. The problem came when they were traveling back, they got a rude shock when they were just about to board the flight. The check in desk denied them entry saying that the older sibling (19 yrs) who was travelling with them could not pass through ****** because of the nature of her travel documents something which nobody explained when we booked the flight and when they boarded them to a flight to *****. My 3 children got so stressed and stranded in a country which they had never been before and with none to help them. They started crying and all what the airline advised and assured is that we could book another flight, and we would get a refund because they could not let my 2 American citizen children travel on their own (12 and 10yrs) and had to travel with their 19yr old sister. I booked Quartar ($7322.91) one way, through a credit card which *** still paying until today. I have tried by all means to speak to someone to get this refund even a voucher to use on a future flight, but no one seems to get my attention. My children were exposed to a lot of stress in an airport they have never been in their entire life. I was so many miles away and they were crying uncontrollably not knowing what to do next, so that sent me into serious panic mood and had to do what was humanly possible to bring them back home. When I got them a flight, they again got to *************, and they could not get a connecting flight that day so they had to spend the night in a hotel in ******** by themselves risking their life and very worried because of an inconvenience that we could not avoid. BA should pay our money because they do not take unaccompanied minors anymore. Trip costed $15,077.36????

  Business Response

  Date: 08/15/2024

  The following email was sent on 13Aug24:

  Dear *************
  
  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.
  
  I see you have been in touch with us before regarding your children's travel to ************;in June 2023.  My colleague replied on 23 and 24 January 2024, explaining why your daughter ****** was denied travel from ******* on our flight BA0064 on 30 July 2023. 
  
  When our own staff ask to see passports, it is first and foremost an identity check.  It is an airline's responsibility to make sure every ticket is being used by the right person - and while we do also look at ****s, it is the passenger's responsibility to be sure they have all the right documentation and **** stamps required by the country they're visiting and transiting through.  
  
  It is clearly noted in their booking ****** that ****** had an expired green card and no UK transit ****. 
  
  According to their travel record, the first two flights from ******* to ******** and then to *************** were operated by ****************** so I can't comment on the issue with her documents except to advise that both carriers hold customers responsible for having the correct documents to travel. 
  
  As a goodwill gesture to offset some of your loss, I have arranged for you an eVoucher for the total amount of $3,600.  I've included your eVoucher details below with a link to some helpful information about how you can use it:
  
  
  ******** ******* **************
  ***** *****
  ****** *******
  ******* ***********
  
  
  If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to:
  
  www.britishairways.com/travel/evoucher/public/en_us?gsLink=searchResults
  
  Please note, the eVoucher needs to redeemed by the expiration date however travel can start up to 11 months later. 
  
  Thank you for getting in touch and for giving me the opportunity to respond. We hope forward to welcome you and your family on board one of our flights again soon.
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:07/31/2024

  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.

  As per case reference number *********, I am entitled a refund for the lodging I had to pay for due to a delay from a British Airways flight during my transit in ******** that is completely their fault, i.e. operational issues. I have called them before, biut they dont handle these matters via phone and that Id have to reply to a confirmation email they sent. I did, but its not monitored so how would they get any of my messages? There is no way to effectively communicate with them in a consistent manner, as every time I want to get a hold of customer relations, Id have to go online and update the case, but its not built for proper back and forth communication. This has been ongoing since I submitted my case on February 18, 2024. I request a full refund for my lodging $156.67, for a water bottle $5 and $20 for transportation, i.e. taxi from the airport to the hotel.

  Business Response

  Date: 08/15/2024

  The following email was sent on 08Aug24:

  Dear **************
  
  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. 
  
  I am sorry that our flight from *************** to *********** BA0269 was delayed on arrival when you traveled on 12 February 2024.   
  
  I have reviewed your travel record ****** and the receipts you have submitted.  I am happy to reimburse you in full for the hotel, cab fare and water bottle for the unexpected overnight in *********** the evening of 12 February. 
  
  The total amount of the receipts you have submitted are $181.57 (hotel $156.57 and $25.00 for water and cab fare).  The fastest way to receive our payment is by bank transfer.  Please send me the name of your bank, full account and ACH electronic routing numbers.  You can reply to me using the link below.  
  
  I look forward to hearing back from you soon.   
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  If I could give a negative I would. This is our FIRST AND LAST experience ever with British air. Our flights to **** and home were nothing short of a disaster. Late flights, missed connections, damaged bags, completely canceled flight home with no solution for over 24 hours, long lines with no help, this experience was beyond ridiculous. NO ONE will help you, we are owed for seats we upgraded and did not get as well plus all the fees we incurred due to the messed up flights! WE CAN NOT GET AHOLD OF ANYONE. I have filed the complaints online, and get nothing but "sorry we are taking long" emails. I call, no one will give you a person to speak with. I have filed a claim with the federal aviation and will also be filing a dispute with my card that we used to purchase. I filed the claim on 6/13 right after we got home. NOTHING STILL!

  Business Response

  Date: 08/19/2024

  The following email was sent on 16Aug24:

  Dear ********************
  
  An apology from British Airways
  
  Thank you for contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations and we have been asked to contact you directly.
  
  Im sorry to hear about the problems you experienced on your recent trip to ****. I appreciate this wasnt the experience you and ******************* were hoping for.
  
  Ive looked into the issues youve raised, and I can see that your flight from ********** was delayed due to Air Traffic Control restrictions. Unfortunately, this delay was outside our control. I note from your email that your bag was then delayed on your arrival in ****. Ive passed the details of your damaged bag to our baggage company, *****, in *****************. They will contact you directly regarding this issue.
  
  It can only have added to your disappointment, that your flight home from *************** was cancelled. This cancellation was due to a member of the flight crew reporting sick. I can confirm that due to the reason for the cancellation of your flight, you are both entitled to ****** each in compensation. This comes to at total of ********, which converts to $1,335.79.
  
  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 replying to this email. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  
  Ive also passed the details of your booking to our Refunds team, and ask them to process a refund for the prepaid seats you were unable to use. Any applicable refund will be credited back to the original form of payment.
  
  Thanks again for getting in touch, and please accept my apologies for any inconvenience. I look forward to hearing from you again soon.
  
  Best regards
  
  ******
  British Airways Customer Relations
  Your case reference is:********

  Customer Answer

  Date: 09/12/2024

  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. I am still waiting on the refund for prepaid seats which I have not gotten yet. I have reached back out in regards but have yet to get a response. 
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket and vacation package from cheapoair.com. My return flight home was July 20 from ***********************. There was a global IT outage the day before on that Friday on that Friday. I was unable to check in as a passenger using their mobile app and was told to check in at the airport, when I arrived at the airport the next day the lines were really long and they were not moving. However, a manager took me out of line and moved me to another line so I can get checked in quicker. By the time I got to the counter check-in closed for my flight , even though the flight was delayed 45 minutes before takeoff, they did not allow entry to myself or my cousin. My cousin did not book through this company and was able to get her flight rebooked and hotel paid for through another agency. However, I am having trouble getting my refund for my flight and my Hotel. Had I not purchased my flight, I would not be home right now, I would still be stuck in ******, ******* I do think that British Airways owes my this flight and hotel due to a global issue. I have receipts for the hotel and rebooked flight. No one at ********** in ****** was helpful to me but they did assist my cousin as she purchased her tickets directly from them. I will be reconsidering my future flight choices.

  Business Response

  Date: 08/15/2024

  The following email was sent on 12Aug24:

  Dear ***** *************************
  
  An apology from British Airways
  
  Thanks for contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations and we've been asked to respond to you directly.
  
  Were very sorry to hear about the experience you had when you travelled from ***************. You were right to get in touch with us about this. Wed also like to thank you for your patience whilst we got back to you.
  
  We appreciate you sending in the receipts for the expenses you incurred during the disruption. We've assessed your claim and we're happy to reimburse those expenses in full. Therefore, we would raise a bank transfer for $2,513.74. 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 replying directly to this email. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  
  We're grateful to you for taking the time to write to us and share your experience. It's very much appreciated. I've passed your comments to the relevant departments, and your feedback will be used to help us improve our service and prevent issues like these from occurring again where possible.
  
  Once again, please accept our apologies for your experience on this occasion.
  
  Best regards
  
  *****
  British Airways Customer Relations
  Your case reference is:********

  Customer Answer

  Date: 08/20/2024

  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:07/29/2024

  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.

  British Airways cancelled my flight (BA197) 12 hours in advance of the scheduled departure on 9/12/2023. They re-booked me on an ***************** flight, but did not seat me in the premium economy seat that I paid for. I simply asked for a refund for the upgrade charge for a premium economy seat. I have been requesting for almost 11 months and they continue to tell me the refund is still under review. This is a blatant scam to not give me a refund for a seat I paid for but they did not provide.

  Business Response

  Date: 08/22/2024

  Dear ***************
  
  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.
  
  I am sorry that when we rebooked you for travel to ******* on 12 September 2023 with ***************** we could not confirm a seat for you in their Premium Economy cabin as originally ticketed on our flight. 
  
  I have sent your flight details over to ***************** and our Refunds team for confirmation regarding the downgrade and refund of the fare difference in cabin. I will be in touch with you again soon.
  
  Thank you for getting in touch and for giving me the opportunity to respond.    
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer Answer

  Date: 08/23/2024

  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]

  British airways still has not refunded me the money I am rightfully owed. They just provided the same response they have given for the past YEAR, so as to string me along and scam me out of the money I paid for a seat that they did not provide. This should be a simple refund process - if I pay for a seat and they do not give it to me, I am entitled to a refund, and should get it without having to follow up for A WHILE YEAR.  

   

   

   

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

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

  Business Response

  Date: 09/24/2024

  Dear **** *****
  
  Please accept my apologies for the delay in getting
  back to you regarding your refund.
  As I had mentioned in my email sent to
  you on 22 August, before our Refunds team could process a refund of the fare
  difference in cabin they needed confirmation from American Airlines on the
  downgrade which we received on 16 September.
  
  A refund of USD 610.33 was
  refunded on 16 Sep 2024 back to the original credit card used ending in ****. If
  you need help tracking this credit please give your bank the following ARN
  # ************************ Please allow up to one full billing cycle for the
  credit to post. 
  
  Thank you again for your patience.  We hope to welcome
  you on board one of our flights again soon.
  
  Best regards
  
  ********** *********
  British Airways Customer Relations
  Your case
  reference is:********

• Initial Complaint

  Date:07/25/2024

  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.

  I booked a roundtrip flight on British Airways through Chase ******* The tickets were business class fare for my wedding / honeymoon and cost $11,139.60. The itinerary was BOS > LHR > FLR on May 17 - 18 and ATH > LHR > BOS on June 2. The first segment on the outbound British Airways leg was delayed - as a result I missed my connection. British Airways has compensated me for the delay as per ** regulations. However, as a result of the delay, we were rebooked on an economy class ticket on a budget airline - Vueling - from a different airport (LGW instead of LHR). We originally paid a business class fare for a business class experience across all 4 flight segments. ***** said to contact British Airways because the airline is the one that did the rebooking and so should provide compensation, but British Airways is refusing to compensate me for the downgrade from business class to economy class for the LHR > FLR leg of the itinerary. I paid an exorbitant amount for these tickets, and on top of that, it was for an extremely special occasion. British Airways should compensate me for this downgrade as they were the ones who re-booked the flight.

  Customer Answer

  Date: 08/19/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by British Airways regarding complaint ID ********.
  
  Sincerely,
  
  **************
  

• Initial Complaint

  Date:07/23/2024

  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.

  I purchased tickets on 10/23/23. Tickets canceled in may of 24 and they didnt refund my seat upgrades I paid for. I called and they tried to have me request a refund for the seats that THEY canceled online. That didnt work, now they are saying that they may not be able to issue the refund. This is after an hour on the phone with them. I asked, "if I wouldn't have called, what would have happened to my money" response "we would have kept it."

  Business Response

  Date: 07/29/2024

  The following email was sent on 28Jul24:

  Dear *****************
  
  An update from British Airways
  Thank you for getting in touch with the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to respond to your directly.
  I understand you would like us to arrange a refund of seating you paid for on a flight that was cancelled. If you could send me some further details about your booking, I will be happy to investigate.
  Please share your booking reference, flight date and departure date. This will allow me to find your booking and reach a conclusion. The best way to share this information is to respond to this email using the blue link below my name.
  If a payment is due, I will ask you to provide bank details.
  I look forward to hearing from you. 
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is*********