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

  1830 K Street NW Washington, DC 20006

• 

  British Airways

  238 Lawrence Ave South San Francisco, CA 94080

• 

  Open Skies, Inc.

  6322 S 3000 E Ste 150 Salt Lake City, UT 84121-6921

• 

  British Airways

  100-4120 Yonge Street North York, ON M2P 2B8

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:07/08/2024

  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 travelled with British Airways on Sunday June 2nd, 2024. I travelled from *****, ******* to ******* **. My bag got damaged. I made a report to British Airways, and I was provided with a case reference number: ********. I have been waiting on a response since then and I have heard nothing. I have called a few times and am told the customer relations team would get back to me, but I have not heard from them. This is very wrong. When I went to the airport to make the report, the agent in the airport on that day was very disrespectful. She did not care about my complaint. She told me to wait for her that she was setting up; after waiting for hours, she told me to go online and make my claim. My time was wasted...Please, I am requesting the BA contact me ASAP and get this situation resolved. I would not want to go to different social media platform to state this ill treatment.

  Business Response

  Date: 07/29/2024

  The following email was sent on 25Jul24:

  Dear Osazemen *************************************
  
  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 your bag was damaged on your return trip to *******. 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.
  
  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 reference number, which is ***********
  
  Here are their contact details:
  Email: ********************
  Telephone: *************
  
  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*********

• Initial Complaint

  Date:07/03/2024

  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 a round trip to travel to ****** but I had to cancel due to a death in the family and shared the obituary with British airways to let them know why I canceled my flight. I paid $1650 for the trip but when British airways refunded my money, they only refunded $340. I was hoping they would give me a credit to use my travel voucher on another trip. I reached out to the claims department and they denied my refund again. I am hoping to get a resolution with BA giving me a full refund or giving me the opportunity to use my voucher another time

  Business Response

  Date: 07/10/2024

  The following email was sent on 08Jul24:

  An update from British Airways
  
  Dear *************
  
  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.
  
  Im very sorry to learn of the passing of your family and I understand why youve taken the time to get back in touch with us regarding your booking you made with us under booking reference, *******
  
  I appreciate you requested to cancel your booking online and received a refund of applicable taxes for $319.50. As your ticket was cancelled voluntarily online and you did not contact us to discuss your situation prior to making this request, your refund was processed as per fare rules of the ticket.
  
  I understand youre wanting to be able to travel with us again soon to visit the ** and I would certainly be more than happy to place the difference which is $1,299.90 on an eVoucher you can use to make a new booking with us on our website. Please see your eVoucher details below and there are full details about how to use this here.
  
  ******** ******* **************
  ***** ******** *****************
  ***** *****
  ****** *********
  ******** **********
  
  Once again, please accept our sincerest condolences to you and your family at this difficult time. We do hope we can welcome you on board with us soon.
  
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is* ********

• Initial Complaint

  Date:06/27/2024

  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 planned a vacation for me and my family for 6/3-6/17 from ***** to ********* and ****** on British Airways. I purchased 5 premium economy tickets back in February and paid $13,282.00. On Monday 6/3 we were supposed to travel *****-****** and Tuesday 6/4 ******-*********. Flight BA0206 ***** to ****** was cancelled 3 hours before scheduled departure for mechanical reasons. I tried contacting BA multiple times over the phone and received no help. I went to their airport counter and was told the best option they could give us was to travel 6/7 in main cabin to *******1.We had to cancel the part of our vacation in ******** because we arrived 5 days later. Our vacation ended up being 6/7-6/17 instead of 6/3-6/17.2.We were charged a cancellation fee by the hotel in ********* and were not refunded for the cost. 3.We couldnt use the ****** to ********* tickets and were not refunded for the cost. 4.Also we paid for five(5) premium economy tickets and had to travel in coach. This difference was also not refunded. Can the airline sell a ticket for premium economy which was twice the price, and then not provide the service or refund the difference? Do I have to pay for hotel cancellation when British Airways cancelled their flight for mechanical reasons? We never made the flight from ****** to *********, why is this not refunded? While I submitted a claim immediately, I have yet to receive a response from BA weeks later. Any help you can provide to reach a fair resolution would be greatly appreciated.

  Business Response

  Date: 07/17/2024

  The following emails were sent on 11Jul24 & 15Jul24:

  Dear ***************** ********
  
  An update 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 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.
  
  
  Ive checked the details of your journey and Im pleased to advise youre entitled to compensation for the cancellation of your flight, BA0206, on 03 June.
  
  The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with UK law. This means youre entitled to ****** in compensation.
  
  If you are claiming compensation for all other passengers on your booking, we would need a signed letter of authority from ***************************, confirming they are happy for you to claim on their behalf. Please include your case reference number, which is ********, on this letter. You can upload the letter here.
  We're also happy to reimburse the expenses you incurred during the disruption in full. This would be for the total $386.99. 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.
  
  You will be entitled to the applicable refund for the downgrade in cabins and for the unused flight as a result of the cancellation. However, you would need to contact your original booking takent to process this request. We cannot process a refund on bookings unless they were made directly with us. 
  
  Thanks again for getting in touch. Please feel free to contact us, using the blue link below, if we can help you any further and we look forward to welcoming you on board again soon.
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear ***************** ********
  
  An update from British Airways
  Thanks for providing the requested information.
  I've raised two bank transfers for $3,351.39 and $386.99 to your Chase bank account. They may take up to 21 working days to appear. Please don't respond to this email in the next ***** hours, as this may delay the payment being processed.
  Thanks again for contacting us.  
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 07/26/2024

  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.
  
  ***** *************************** ********************
  ***** ******** **** *** **** **** **
  *** ***** ********** ************************************************ ***** ********** ***********************************************
  ******** *** *** **** * *** ******* **** *** ******** **** ********* * ********

  Good afternoon,

   

  Please **** this complaint (reference ID # ******** ) as resolved with British Airways. Thanks to the intervention of Better Business Bureau, we received a response and resolution with British Airways. 

   

  Thank you for your help. We really appreciate it.

   

  Best regards,

  ********************************* & ***************************

  
  
  

• Initial Complaint

  Date:06/26/2024

  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.

  Subject: Reimbursement Request for Flight AA2899 and AA0106 on 6/24-6/25 Dear British Airlines and American Airlines Customer Service,I hope this message finds you well. I am writing to formally request a reimbursement for my flight AA2899 from ***** to ***, *** to *** and *** to ****** on 6/24-6/25 Unfortunately, due to significant delay, I have incurred additional expenses and inconvenience. During my travel experience, the British Airway staff has been unprofessional, dismissive, and displayed poor customer service skills. As a result, I am seeking reimbursement for the following:Full reimbursement of flight due to 48 hours of inconvenience with British Airways-$577 Missed attendance of pre-paid music festival- $573.33 Lost baggage due to crew not loading luggage for rebooked flights on 6/26 per gate manager at ***********, gate A 12.Rebooking of train transportation from *** to ******** on 6/25 and 6/26-$102 Hotel expense due to missing train and cancelled flight on 6/26-6/27- $357 Uber transportation on 6/26 to and from LHR and GTW due to no seating availability via National Express Transportation- $183 I have attached all relevant receipts and documentation to support my claim. Please let me know if any further information is required.I appreciate your prompt attention to this matter and look forward to a swift resolution. Thank you for your understanding and cooperation.Sincerely,*************************************, ********* ************ Booking Reference: ******* Confirmation Code: ****** Ticket Number: **************

  Business Response

  Date: 07/01/2024

  From: Global Customer Relations
  To: 
  *************************************
  View sender and recipient email addresses
  
  Dear WASHINGTON
  
  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 acknowledge the inconvenience you experienced during your trip with us. We understand the importance of punctuality and regret that your journey was disrupted. Your feedback is invaluable to us as it allows us to identify areas for improvement and deliver a more comfortable and enjoyable travel experience. Weve shared your comments with our colleagues from the relevant team to improve our services.
  
  We understand that words cannot fully rectify the distress caused, but we hope to regain your trust and confidence in our airline. Please rest assured that we take your feedback seriously and are committed to making the necessary improvements to prevent similar incidents in the future.
  
  Ive checked the details of your journey and Im pleased to advise youre entitled to compensation for the cancellation of your flight, BA0504, on 25 June.
  
  The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with UK law. This means youre entitled to ****** in compensation.
  
  The total amount of compensation youre due is ****** as theres only one passenger included in your claim.
  
  Also. we will be happy to consider any valid expenses incurred due to flight cancellation. I'd request you to kindly share the receipts of the expenses so that we may investigate and settle the claim as we are unable to comprehend the attached receipts.
  
  Further, we would not be able to reimburse the cost of the missed music festival. Our liability under ** Regulations only covers the cost of certain transport, overnight accommodation requirements and reasonable refreshments costs incurred over the delayed period. However, you may be able to claim this consequential loss through your travel insurance policy.
  
  Additionally, we kindly request that you provide your billing address so that we can proceed with requesting your bank details for the bank transfer process.
  
  Once again, please accept our sincere apologies for the issues you have faced because of the disruption. Thanks again for getting in touch. Please feel free to contact us if we can help you any further and we look forward to welcoming you and your family on board again soon.
  
  Best regards
  
  ******
  ******* ******* ******** *********
  **** **** ********* *** ********
  * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
  
  

  Customer Answer

  Date: 07/09/2024

  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. Please mail check to my home address 
  is ******************************************

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

  
  

• Initial Complaint

  Date:06/26/2024

  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 tried to book my tickets using british airways. Details are in the pdf file. Online, it gave me an option to pay using avios but when i tried to process the payment, it failed (error screenshot in the pdf file). I tried multiple times. Finally i called british airways as suggested and booked with the help of the agent. But in this process the agent couldnt use the avios as shown in the screenshot in the pdf. I feel that british airways should fix the site and also compensate me for not letting me to use avios

  Business Response

  Date: 07/10/2024

  The following emails were sent on 28Jun24 & 03Jul24:

  Dear ******
  
  Your feedback to 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. We'd also like to thank you for your patience while we responded to you.
  We're very sorry you experienced issues when you were trying to make a booking from Phoenix on BA.com. I understand you wanted to use some of your Avios to offset some of the cost of your booking, but you were unable to do so. I appreciate your reasons for calling us and making the booking over the phone.
  Although I'm pleased you were able to make your booking and we waived the service fee, it's disappointing to see that the option of ******* Avios was no longer available. I can see from your booking you instead had to use ****** Avios.
  I note from your email that you'd like us to apply the Avios of ******* to your booking. Unfortunately, no fare or price is guaranteed until payment has been taken and a booking reference has been generated. we're also unable to apply Avios to a booking retrospectively.
  We value your loyalty as a Blue member of our *************** and know this experience did not meet our usual standards. *** added ***** Avios to your ************** account, and hope this goes some way towards making up for what happened.
  We do appreciate your feedback and for making us aware of what happened. I've ensured this has been passed to the relevant teams to help us improve your experience going forward.
  Once again, please accept our apologies. I hope you enjoy your trip in September and we look forward to welcoming you on board. 
   
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear ******
  
  An update from British Airways
  Thanks for coming back to us and I'm sorry you're disappointed with our response.
  Just as a reminder of our conversations, unfortunately, no fare or price is guaranteed until payment has been taken and a booking reference has been generated. we're also unable to apply Avios to a booking retrospectively. 
  When a passenger has any type of feedback we ensure it's fed back through the organisation. Unfortunately, we're still unable to apply Avios to a booking retrospectively and no booking is guaranteed until payment has been taken with a booking reference generated as per our Conditions of Carriage.
  Once again, please accept our apologies and we hope you enjoy your trip.
   
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear ******
  
  An update from British Airways
  Thanks for coming back to us.
  I can confirm I've already added ***** Avios to your ************** account. I've checked again today and they're showing on your statement. When you next log in online you'll see these reflected in your Avios transactions.  
  Thanks again for contacting us.
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:06/25/2024

  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 originally booked a flight from ********* to ***** in August 2023. The flight was April 30th with British Air. I had booking issues with Travelocity and Expedia which I have a separate complaint. My problem with British Air is that I did not know I did not have a legit booking until 2 hrs prior to the flight. They said the issue was with Expedia and not them. I argued that it appeared that I actually had 2 reservations on the flight for myself and my husband, and provided both copies of confirmation. They offered no assistance. We were forced to rebook last minute and had a 10 hour wait in the airport.

  Business Response

  Date: 07/18/2024

  The following email was sent on 15Jul24:

  Dear *****************
  
  An update 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.
  
  Ive looked into your complaint regarding your two bookings ****** and ******. I can see that on 23 October 2023, the tickets of both bookings were removed by the travel agent. This meant that we were unable to service the bookings, and you would have needed to contact your travel agent for any issues with the bookings.
  
  I can see from our past replies to you, we have advised on a number of times that you would need to speak to your travel agent regarding the issues youve raised.
  
  Thanks again for getting back in touch.
  
  Best regards
  
  ******
  British Airways Customer Relations
  Your case reference is:********

  Customer Answer

  Date: 07/18/2024

  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:

   

  Ive attempted to attach the statement showing that $128 was charged to my USAA account, as well as some paper work sent to me from British Air.  From what I can tell at least one flight should have still been valid.  Again, my complaint is that from neither Expedia, Travelocity nor British Air was I notified that I did not have a flight.  If I did not truly have a flight then why was I sent verification from British Air up to departure that my husband and I were indeed booked?  I agree the whole thing is a mess.  Ive flown many times and have never encountered this. Each company is pointing a finger at the other but it comes down to I will be the one losing out in this whole mess.  In the future I will book flights directly with the company and not through a travel company. I do feel that British Air let me down as well with false reassurances and not attempting at the airport to assist.  I know I had also paid for my daughter and her husband who had backed out of the trip so I dont know if their seats sat empty.  My son and his girlfriend flew on without us.  My husband and I rebooked but the flight was 10 hrs later.  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/19/2024

  The following email was sent on 25Jul24:

  Dear *****************
  
  An update 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.
  
  I understand from your email that you have a further question regarding the notifications you received for your flights. Ive looked into this for you. As you had a booking for travel, the automated system we use, would send out notifications. The system works independently of the ticketing system, therefore, it wouldnt know that you no longer had valid tickets for travel.
  
  We appreciate that both you and ************* were affected by the issues youve raised, and although these issues were outside our control, I would like to offer you an eVoucher for the full value of your booking. There are full details about how to use this here.
  
  ******** ******* **************
  ***** ******** *******************
  ***** *******
  ****** *******
  ******** **********
  
  Just to make you aware, when you make a booking using your eVoucher, you will need to enter the email address as listed above and your name must not contain any special characters, such as a hyphen or apostrophe.
  
  Thanks again for getting back in touch.
  
  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:06/24/2024

  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 was on a 7 hour flight from ********** to ****** on June 3rd. I had an infant in arms on the flight. My TV monitor was not working at all. Not even for the safety demonstration which I believe is against regulations not to provide a safety demonstration to passengers. I brought this issue to the attention on the flight attendant and they restarted the system 3 times. It did not resolve the issue and they could not fix the issue. My monitor was the only one of the plane not working. I had to sit there for 7 hours holding an infant with no monitor. The flight attendant said she informed the lead flight attendant who came over and said it was absolutely unacceptable to not have a working monitor on a 7 hour flight. She said she had submitted a claim for a refund and that someone for BA would contact me when I land. It has been 3 weeks with no contact. I tried contacting BA directly and was continued to be passed along. I was told to fill out a claim and that it would be expedited. Not only did I have a horrible flight experience, now I have spend hours of my time trying to get this situation handled.

  Business Response

  Date: 07/10/2024

  The following email was sent on 27Jun24:

  Dear ******************
  
  An apology from British Airways
  
  Were very sorry the entertainment system wasnt working on your recent flight from **********. We dont underestimate how important this is to your enjoyment of the flight, so we understand why you needed to complain about it. Wed also like to thank you for your patience while we got back to you.
  
  We always try to fix these problems as quickly as we can, and your feedback helps us to identify where theres a problem. *** shared your comments with my colleagues in the relevant team, and ****** investigate the issue and get the system fixed as soon as possible.
  
  We know this experience didnt meet our usual standards, and so Id like to offer you an eVoucher for *****, which I hope goes some way towards making up for what happened. There are full details about how to use this here .
  
  ******** ******* **************
  ***** ******** *********************
  ***** *******
  ****** *****
  ******** **********
  
  Once again, please accept our apologies for your experience on this trip. We hope to welcome you back on board soon.
  
  Best regards
  
  ******
  ******* ******* ******** *********
  **** **** ********* *** ********

  Customer Answer

  Date: 07/13/2024

  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:

  An e-credit is unacceptable as I rarely fly internationally and likely wont use the voucher. I was told on the flight by the supervising attendant I would be given a partial refund for my seat. 

   

   

   

   

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

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

• Initial Complaint

  Date:06/12/2024

  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.

  on 28th December 2023 I booked a flight a flight with British Airways via telephone ************ BOOKING REFERENCE ****** FLY FROM ******, ******* TO ********, ***** LEAVING ****** ON 5TH AUGUST 2024 - FLIGHT BA5721 RETURNING FROM ******** ON 27TH AUGUST 2024 - FLIGHT BA7123.THIS FLIGHT WAS CANCELLED BY ME ON 29TH MAY, I TELEPHONED THE BA OFFICE NUMBERED AS ABOVE AND THEY ADVISED ME TO CANCEL THE BOOKING ONLINE WHICH I DID.ON 30TH MAY I RECEIVED AN EMAIL STATING THAT MY REFEND WOULD BE CREDITED TO THE SAME **** CARD USED. I HAVE RECEIVED ONLY THE ***** OF THE UPGRADED SEATS TOTALLING $62.30 ON 10TH JUNE.I HAVE TELEPHONED BA AND THEY TELL ME THAT SINCE I CANCELLED ON LINE I MUST GO BACK TO THE BOOKING AND MAKE AN ENQUIRY.I HAVE TRIED EVERYTHING BUT NO ONE TAKES NOTICE AND AM TOLD THAT IT IS NOT THEIR RESPOSIBLITY.I AM ALMOST 82 YEARS OLD AND THE TRAUMA OF TRYING TO DEAL WITH THESE PEOPLE IS CAUSING ME GREAT DISTRESS AND ANXIETY.PLEASE HELP ME RESOLVE THIS MATTER. *************************

  Business Response

  Date: 06/26/2024

  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 reply to you directly. Please accept my apologies for the delay in responding to your enquiry.
  I understand that you made a booking with us on 28 December 2023, for flights to and from ******** in August. I also understand that you cancelled your booking, ******, through our website and you have received a refund of $62.30 USD.
  I'm sorry to hear that although you have called us, you don't feel that you've been taken notice of and feel let down. It's certainly not how we want you to feel.
  I note your comments that you were advised to cancel your booking online. This is a concern to us, as there are no notes in your booking regarding your call.
  I can see that you cancelled your booking on ba.com on 31 May 2024. I'm afraid, as you have a non-refundable ticket, and you cancelled your booking voluntarily, you're only entitled to a refund of the tax. I can see that your refund for $62.30 USD was processed.
  I'm unable to offer you a further refund, however as a goodwill gesture, I'd like to offer you an eVoucher for $***** USD, which I hope goes some way towards making up for what happened. There are full details about how to use this here.
  
  
  eVoucher number: **************
  Name: ** ************
  Email address: *************************
  Value: *****
  Expiry Date: 25/06/2025
  Just to make you aware, when you make a booking using your eVoucher, you will need to enter the email address as listed above and your name must not contain any special characters, such as a hyphen or apostrophe.
  
  
  Thank you again for taking the time to contact the Better Business Bureau.
  We are well aware that you have options when it comes to booking your flights. We hope that you will choose us in the future. 
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 06/27/2024

  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 am not aware that I purchase a non-refundable ticket. It was a full price ticket $2087.00 -  $24.00 of which was paid by my Avios points.

  I have always travelled with British Airways, as I am British and my family still live in ****** and have never experienced such rudeness as I have with my recent communications.

  My telephone calls to BA  ************  dates are Sunday 22nd October -Friday March 29th - Saturday March 30 and finally June 11th. I spoke to Mr. ************************* on one occasion.

  I was give a case number of ********

  This unfortunate business has caused me a great deal of stress and anxiety which is making me feel ill. I am almost 82 years old I would like the full amount refunded to me.

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

   

   

   

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

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

• Initial Complaint

  Date:06/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year I booked four roundtrip tickets for ******* family of British Airways through Alanita travel agent ( Booking Reference ******) but Airways cancelled return travel tickets out of it 2 months before without Notifying me. This has resulted me loss of $9487 which neither British Airways nor Alanita travel agent helped to recover it. ******* family with 2 kids werestranded on 22nd August 2023 at ************* foraround15 hours withNo help from ******************************** travel. All they were doing was blaming each other. British Airways was saying they had notified AlanitaTravel agent of our return ticket cancellation on June26/ 27th 2023 and Alanita Travel agent were saying British Airways didn't notify them about cancellation. In addition, British airway sold those four cancelled tickets to other passengers as the return flight was fully booked. Is this an ethical and fairway of providing service to Passengers? so British airways had $8760 from us initially and then additional money from those other passengers. And we as initial passengers ended up with a loss of $9487.08 as I had to book another four tickets from ****** to the *** of another airline after stranding ***** hours at the airport with kids with No help/resolution.So i reported this incident to all credit card companies with all my evidence to prove this unethical & unfair business from airline and all ****************************** agreed to return Half money which British airways charged to us.Now this Alanita Travel agent has sent ******* family small claim court notice to return that moneysaying British airways is demanding money from the travel agent so we have to return the money which Credit ***************************** had agreed to refund me.They are also sending us emails mentioning ......If you would like to avoid any possible court fees, interest, or any other applicable fees, please contact me for further information regarding making a payment."Attaching all the evidences.

  Business Response

  Date: 07/10/2024

  The following email was sent on 28Jun24:

  Dear ***********************
  
  An update from British Airways
  Thanks for contacting the Better Business Bureau along with contacting our CEO, *******************. 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 you were marked as a no show for your return flights with us to ********** from ***********;last August and are requesting a refund of your tickets you purchased via a travel agent. Please be assured I have taken the time to review your booking in full, as I understand you had to purchase new tickets to travel home.
  I can confirm I can see from your booking you and your family did not travel on flight UK975 DEL-BOM on 26 June 2023 and therefore you were marked down as a no show for this sector of your journey.
  Our ticket rules and Conditions of Carriage state the following:
  3c) Using flight coupons in the right sequence and changes in itinerary
  3c1) Your ticket is valid only for the transportation shown on it from the place of departure through any agreed stopping places to the final place of destination. The fare you have paid is based on our tariff for the transportation shown on your ticket and forms part of your contract with us.
  3c2) Your ticket is no longer valid if you do not use all the coupons in the sequence provided in the ticket. Where you change your travel without our agreement and the price for the resulting transportation you intend to undertake is greater than the price originally paid, you will be requested to pay the difference in price. Failure to pay the price applicable to your revised transportation will result in refusal of carriage.
  3c3) If you want to change all or part of your transportation, you must contact us beforehand. We will work out the revised fare for your changed transportation. You will have the option of either accepting the revised fare or maintaining your original transportation.
  3c4) If you need to change any aspect of your transportation because of events beyond your control, you must contact us as soon as possible. We will use reasonable efforts to transport you to your next stopover or final destination, without re-calculating the fare.
  3c5) If you change your transportation without our agreement, your unused flight coupons will not be valid for travel and will have no value and we will not carry you until:
  we or our authorised agents have re-calculated the revised fare for your actual transportation and
  you have paid the difference (if any) between the fare you have already paid and the revised fare which applies to your changed transportation.
  This means as you did not take your DEL-BOM flight on **************************************************************************************** sequence and the fare you have paid is based on the journey you have booked in its entirety.
  If you're not able to travel on a particular sector of your journey you need to contact either ourselves or your booking agent so we can recalculate your fare and journey and your tickets are changed to reflect this.  
  
  Therefore, I can confirm as you voided your contract with us, you and your family were correctly denied travel and did not have valid tickets to use.
  I understand you're requesting a refund of your original booking with your travel agent as you needed to purchase new tickets. Whilst I understand your reasons for asking, we're not able to offer you a refund and any discussion in regards to your booking will need to be with your travel agent as this is who you've entered a contractual agreement with and purchased your tickets from.
  To offset some of your losses and as a gesture of goodwill, we would like to offer you an eVoucher for $2,500.00. There are full details about how to use this here.
  
  
  ******** ******* **************
  ***** *****
  ***** ******** ***********************
  ****** *********
  ****** ***** **********
  
  
  Just to make you aware, when you make a booking using your eVoucher, you will need to enter the email address as listed above and your name must not contain any special characters, such as a hyphen or apostrophe.
  
  
  
  I do hope this is helpful and I'm sorry we're not able to assist you further on this occasion. Thanks again for bringing this matter to our attention and we hope to welcome you all on board again soon.
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:06/10/2024

  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 April 21st, 2024, I purchased a ticket through a travel site for $899.80, with flights provided by British Airways. On April 25th, 2024, I arrived at the airport three hours in advance with all of the necessary documents needed to board my flight. The ticket agent stated I couldn't board the flight due to **** issues. This caught me completely off guard, as I had no idea.I was unable to board my flight and promptly called British Airways customer service for a refund. The agent on the phone lied to me and told me I needed to call the travel site for my refund. I called the travel site, and they said I needed to request the refund from British Airways, as they had paid the funds to them.Eventually, I called my credit card company and requested a chargeback. Everything went well, and my money was returned to me. However, three weeks later, I saw a "reversal of funds" on my credit card statement. Apparently, British Airways (who told me they could not provide me a refund) took the money from my credit card and refunded the funds back to themselves.Airlines often inform passengers of the need to check **** requirements during the booking process and in pre-departure communications (emails, mobile app notifications).This has caused me great stress and financial loss due to British Airways' deceit and lack of integrity. I have been unable to speak to customer service (due to the high number of callers) or contact someone through email.I want my money back. Missing the flight added an additional $1,456 in losses due to unexpected spending, on top of the $899.80 they took back from my credit card.I am seeking full reimbursement and am willing to file criminal charges and/or take the matter to small claims court. I feel I have been maliciously stolen from and scammed by this company.