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

  PO Box 66604 Chicago, IL 60666-0604

• 

  British Airways

  238 Lawrence Ave South San Francisco, CA 94080

• 

  British Airways

  2427 S 161st St Seattle, WA 98158-1102

• 

  Open Skies, Inc.

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

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

• Initial Complaint

  Date:06/10/2024

  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 flew British airways with my son on March 26, 2024. Upon checking in we waited at the front desk for over an hour as there were complications printing out the boarding pass we were not treated kindly and we were not made a priority my son took a carry-on and I checked my suitcase. It was a direct flight to ***************. Upon arriving in ****** my suitcase was nowhere to be found. I filed a report at the airport before leaving. I had a reference number that I checked in with but other than that I heard nothing from British Airways I was in ****** until April 4 and never received my suitcase. At the airport I was given a toothbrush and a T-shirt but no vouchers for replacing clothes, toiletries, shoes, or any of the necessities that I had packed for this trip. Upon boarding the plane to fly back I got a notice after not receiving any communication even though I had attempted many times to get information that my suitcase was being put on the flight I was on to fly home. The first time I saw my suitcase was when I landed in *********** in baggage claim. I am beyond. This trip is for my son to play soccer and I was stressed out not having any of my belongings. I spent over $900 to accommodate the weather and the other activities that we had planned. I feel like British Airways should pay me for my experience being affected in a negative way and refund me at least $1000 in expenses. I filed a complaint with him and uploaded all my receipts set up so I heard nothing. Its almost been nine weeks.

  Business Response

  Date: 06/25/2024

  Email reply sent to passenger on 21 - June -2024
  
  From: Global Customer Relations
  To: 
  *****************************
  View sender and recipient email addresses
  
  Dear ***************
  
  The delay to your baggage
  
  Thank you for contacting the Better Business Bureau. Your email has been sent to Customer Relations and we have been asked to respond to you directly.
  
  Were sorry your bag was delayed on your recent trip to ***************, especially as you were not treated kindly. 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.
  
  Thank you for sending over your receipts. Were happy to pay $755.52 to cover these expenses. We have arranged a bank transfer for this amount, and you should receive it soon if it hasnt already reached your account.
  
  I'm afraid we're unable to arrange a payment of $3,000.00, as your receipts totalled $755.52. We're also unable to cover the cost of a flight to ******. However, we know this experience didnt meet our usual standards, and so Id like to offer you an eVoucher for $250.00 which I hope goes some way towards making up for what happened. There are full details about how to use this here.
  
  eVoucher number: **************
  Name: ******
  Email address: (enter email address for the above customer)
  Value: $250.00
  Expiry Date: 21/06/2025
  
  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.
  
  Once again, Im sorry you had this experience on your trip. If I can help with any information, or you need anything else, please contact me directly using the blue link below.
  Thanks again for taking the time to contact us.
  
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is: ********

  Customer Answer

  Date: 06/25/2024

  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 do not believe that this compensated me for my experience being tainted.  This was a once in a lifetime experience for myself and my son  I do not own a credit card so my spending on clothes etc came out of money we would have spent on leisurely activities enjoying ourselves  I also had no communication for most of the time my bag was missing  I did not have all my receipts but uploaded what I could. The voucher is a nice thought but I will not be traveling to ****** again with a year. I feel this first meet my expectations and is not a fair response the money I spent was only part of why I think I should be compensated. 
  *According to the US ********** of ***************The maximum liability amount allowed by the regulation is $3,800  I am not satisfied with $755.52  It is very unfair and the voucher is useless  we planned 5 years for this trip  

   

   

   

   

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

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

  Customer Answer

  Date: 07/10/2024

  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]

  Please reimburse me the $755.52 as I am still very unsatisfied with your customer service but need to at least get back what I spent on items while being without my bag for 9 days. I will be looking for the deposit in my bank account  

   

   

   

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

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

  Business Response

  Date: 07/25/2024

  Dear ***************
  
  We appreciate your patience while we got back to you.
  
  I can see we emailed you on 21 June, and a payment of $755.52 was processed on 13 June, so Im concerned to learn you didnt receive this amount. The amount should have reached your **************** account before 20 June.
  
  So I can investigate this issue with our Payments team, please can you confirm the name of your bank, account number and routing number?
  
  Its disappointing to hear youre unhappy with the eVoucher offered, but Im afraid were not able to offer monetary compensation for delayed baggage. This is because we reimburse the cost of essential items purchased instead. While we do have a maximum liability as an airline under the Montreal Convention, your receipts totalled $755.52. This means we are unable to arrange a further payment.
  
  Please be assured that well keep our eVoucher offer on file for one year should you decide to use it.
  
  We await your response regarding your bank details.
  
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is: ********

• Initial Complaint

  Date:06/07/2024

  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 1/3/2024, I bought 3 tickets to fly British Airways from ****** to ****** on 3/22/2024. On 2/9/2024, my son (passenger #2) was in a very serious car accident, and on 3/6/2024, my husband (passenger #3) had emergency surgery. Neither was able to travel, as proven by doctors note. I was unable to reach British Airways (despite at least 6 calls) to get a cancellation, refund or anything else.Luckily, I have travel insurance, so the $432.12 price should be refunded to me by the insurance company. However, they require British Airways to complete its refund process first, OR issue a letter stating there will be no refund. Either way, British Airways MUST respond BEFORE I can complete my claim. British Airways did email me offering a travel credit, but that doesn't help me because I won't be in ******. I replied to that effect ELEVEN TIMES and I can't even get a response from British Airways.I would like a refund of $432.12 from British Airways, but I will accept a partial refund or even NO refund, as long as I get a letter stating that this is a final resolution (a travel credit WILL NOT WORK).

• Initial Complaint

  Date:06/04/2024

  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 May 13th 2024, my wife and children flew on British Airways flight BA1540 operated by ***************** (BOS to LHR) at 7.25PM. Due to the number of people flying (1 adult and 7 children under 15) we booked directly with British Airways which took 1 1/2 hours with an agent who confirmed both the seating arrangements including lap belts, bassinets and extra seat for cars seats. This was all confirmed 3 days before departure. Upon arrival, not only were the boarding staff rude to my wife and children about boarding first with infants, but the airline FAILED to provide any lap belts, or bassinets and has sold the seats we booked to passengers who wanted extra leg room, they also sold the seats where the bassinets affix to the bulkhead. The major safety concern was the fact that the airline FAILED to provide the appropriate safety equipment for a baby (lap belts) for the entire flight and refused to provide an alternative safe option. My wife was forced to hold our Twin babies the whole flight (****** to ******) for over 5 hours without a lap belt. This is extremely dangerous practice and life-threatening especially if turbulence was experienced during the flight.

  Business Response

  Date: 06/19/2024

  The following email was sent on 19Jun24:

  Dear ** ******** *****************
  An apology from British Airways
  
  Were sorry to hear about the issues your family experienced when they travelled with us recently. This isnt what they should expect, and we appreciate your reasons for escalating your complaint to the Better Business Bureau on their behalf. Wed also like to thank you for your patience whilst we responded.
  
  I understand you wife was unhappy with the service provided by our cabin crew onboard as they didnt supply her with seatbelts for your infants. Our cabin crew perform mandatory checks during boarding and before take-off to ensure every passenger has their seatbelt secured, so its very unusual to learn that your wife was able to travel with both infants on her lap and no seatbelt. When a customer is flying with an infant on their lap, the crew will always provide an additional seatbelt that attaches to the seat and secures the infant.
  
  Health and safety policy onboard is extremely important to us. Like all airlines, we do have policies in place to keep our customer and crew safe, and following these procedures allows us to remain compliant with the regulations governed by the *** and ******** *****************
  In regards to the seating issues youve raised, we want to assure you that we aim travelling as a family as enjoyable and stress-free as possible. With that being said, if you dont choose your seats in advance, we always do our best to seat your family together based on flight seat availability. This may mean that youll be seated in adjacent rows or across the aisle, which seems to have been the case on your flight.
  
  As youre aware, we provide carrycots and infant seats free of charge for babies up to 2 years old, on our long-haul services. However, they are subject to availability and aircraft type, and this would have been explained to you upon booking. Even if youve chosen a carrycot seat position, we may have to move you and your baby to another seat if there is someone who has greater need for the space, such as a wheelchair user. We apologise for any inconvenience caused.
  
  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 familys recent experience. We hope to welcome you back on board soon.
  
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference is: ********

  Customer Answer

  Date: 09/27/2024

  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 REJECT the business' response.  My name is *** ****** ****** email **************************************************************************************************************************************************************************.

  
  

  here is my response sent to British Airways:

  
  

  "
  Hello ****

  Thank you for the response and the information you have provided.

  Unfortunately my mother passed away in ****** and I have been focused on arranging the funeral and all the arrangements since.

  Regarding your email / response, I am sorry to say that your response is unsatisfactory, the fact of the matter is

  It is a legislative requirement that children (under 12), are seated where they can be supervised by an accompanying adult.

  Children (under 12) are required to be seated next to at least one adult that they're travelling with. Next to can be:

  • Across the aisle
  • In front of
  • Behind
  • Adjacent to

  In addition it is a legislative requirement for ALL airlines to provide seatbelts and for all passengers to wear seatbelts during takeoff and landing as well as when the pilot deems necessary for safety.

  
  

  This was not the case in our circumstances, and my children, who are all minors, were moved by the onboard staff again. Regarding accommodations for those passengers that would be disabled, there was no one on the flight that required accommodation, and no other infants on board.  Please note we booked directly with a British Airways representative who confirms both lap belts, bassinets for my infants, and the seating for my children via the phone for over 2 1/2 hours who went back and forth with your partner airline, *****************, confirming the seating positions, the needs of lap belts and bassinets and that the number of people travelling and ages..  This was simply a case of seats being reassigned to someone paying for the extra leg room and money was prioritized over the need for care of an infant.  

  
  

  Quite simply, your partner airline broke the legislative requirements and prioritized income over safety of passengers.  Extreme turbulence was experienced iIt is quite probable that one of my infant babies could have been dropped or tossed and sustained injury, there have been many articles of this happening because of people not being in a seatbelt during flights.  This is quite simply a safety requirement and therefore a sign of negligence.  The airline knew in advance of our travel plans, knew that we had multiple children under the age of ******************************************************************************* need, the recorded line will verify this when we made the booking.

  
  

  This is a clear example of gross negligence of Safety operations and I am asking for a FULL refund.
  

  
  

  Kind Regards

  
  

  *** *****. 

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

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

  Business Response

  Date: 10/21/2024

  The following email was sent 15Oct24:

  Dear ** ******** ***************** *************
  An update from British Airways
  
  Thank you for coming back to us about your recent experience. Firstly, Im very sorry to hear about the passing of your mother and I understand why you were unhappy with our last response. It's always a concern if we're unable to close a complaint to a customer's full satisfaction, so we understand why you needed to get back in touch about this.
  
  Ive reviewed your claim again and sadly were unable to offer any further information about why your family were asked to move after boarding. This is because your flight was operated by *****************, and we dont have access to the passenger records they have in their system. However, I can assure you that all airlines have policies in place to keep customers and crew safe, and following these procedures allows each airline to remain compliant with the regulations governed by the *** and ****. If you remain unhappy with the outcome of your claim, wed recommend contacting ***************** as they should be able to give you more insight into why you were moved.
  
  Unfortunately, our position remains the same on that we cannot offer a full refund of your tickets. We wouldnt offer a refund in this scenario, as your tickets have been used and you travelled on the flight as planned. I know this will be disappointing to hear.
  
  We always use customer feedback to help us shape or review our policies. Feedback helps us to understand what works best for our customers, and balance that with what we need to do to keep our business running well. Ive already shared your comments with my colleagues in the relevant team, and well use them to guide us as we improve our service.
  
  Once again, we apologise for the experience you and your family had this time. We hope we have the chance to welcome you all on board soon.
  
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference is:********

  Customer Answer

  Date: 10/22/2024

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

  The airline that my transaction was with (British Airways) has refused to accept responsibility for the flight operated by their partner airline that they knowingly put my family on.  Despite our best efforts to inform both British Airways and ***************** (the partner airline) via a British Airways booking agent (on recorded line) a number of safety violations occurred, namely, (1) the separation of minors from their parent (they were moved to seats that were further away than the policy allows and therefore minors were placed near adults who they did know know), (2) Not providing seatbelt's for infants for the entire flight (no lap belts were provided despite being confirmed by the British Airways representative and *****************).  In addition, (3) an additional seat was purchased to allow one of the infants to sit on a seat, however those seats were given to another passenger.  The two former itesm are clear violations of ***, rules but the airline has refused to compensate my family and I for putting their lives in danger.

   

   

   

   

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

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

• Initial Complaint

  Date:06/03/2024

  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.

  3hours plus delay on THIS flight

  Customer Answer

  Date: 06/28/2024

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

• Initial Complaint

  Date:05/31/2024

  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.

  My husband and I purchased tickets through British Airways for a wedding in July of 2022. Due to circumstances beyond our control, COVID, the wedding was cancelled and we were forced to cancel our trip. The only option we were given when we cancelled was a voucher. There was no other option offered by British Airways. It was take this voucher, or you get nothing. For nearly 2 years now we have not had a need for travel. With my husbands health (recent surgery, respiratory issues & COVID) we will not be traveling and my health, I am currently expecting and will not be able to travel.We have reached out to BA customer service line multiple times regarding this and have gotten the run around. We've been referred to multiple departments, none of which seem to be able to help us. Supervisors are never available to help. We are left on hold time and time again in hopes that we will hang up. This is not customer service- this is a disservice to your ******************************** has been holding $1,813.14 of our hard earned money. We would like a full refund at this point and I would like to know how we go about doing that. From what I have read and been told by customer service, it seems that if we accepted the voucher we aren't entitled to a refund, the problem with that being we weren't given another option, we accepted it because that was all your company offered.If you would like to have my husband and I as customers again once he is fully recovered we would again request a full refund at this point. If you are not the correct individuals to email please let me know the appropriate parties who need to be contacted. We have tried multiple times to handle this through the customer service number and our requests have been ignored. We need this money returned to us.

  Business Response

  Date: 06/17/2024

  The following email was sent to ********************** on 08Jun24:

  Dear *****
  Thank you for contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations and we have been asked to respond to you directly.
  I'm sorry to hear you were unable to travel as planned due to the cancellation of the wedding you were attending. I don't underestimate how disappointing this must have been.
  I can see the tickets you purchased via ba.com on 11 April 2022 were restricted. This means, changes could be made for a fee, and within the validity of the ticket. However, upon cancellation, the fare and Avios were non-refundable. Some of the taxes, fees and charges paid were refundable less a cancellation service fee. These Terms and Conditions were agreed by the credit card holder before the purchase was completed.  
  You paid $1,317.14 cash and used ****** Avios to offset $248.00 per person for your reservation. On 10 May 2022 you contacted us to advise that you were no longer going to be travelling. As the tickets you purchased were non-refundable, as a goodwill gesture, we offered you an eVoucher. You accepted this option, and an eVoucher was issued for $1,813.14, which was the full value of your booking.
  While I appreciate your reasons for asking, I'm unable to arrange the full refund you have requested. I understand this isn't the outcome you were hoping for and I'm sorry for any disappointment caused. Please let me know if you'd like me to arrange the applicable refund. You can respond to me directly using the link below my name.
  Thanks again for taking the time to get in touch.
  
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 06/18/2024

  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:

  [Your Answer Here]

   I also answered this through the British Airways website. My issue is that we were never offered an opportunity to cancel with a cancellation fee.  In your response you stated "taxes, fees and charges paid were refundable less a cancellation service fee".  We were told when we cancelled that you accept this voucher or receive nothing. So if we had been offered an opportunity to cancel with a fee then we might have taken that option, but again that was never offered, it was the voucher or nothing. Now that I am reaching out to you I am finding out that we were lied to initially? That we had an opportunity to receive some of our money back with a fee?  How would we now take advantage of this? We would be willing to pay some of a fee to receive our money back. 

   

   

   

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

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

  Business Response

  Date: 07/10/2024

  The following email was sent on 10Jul24:

  Dear ***************
  
  An update from British Airways
  Thank you for your most recent email to the Better Business Bureau. They have passed your correspondence on to Customer Relations, and we have been asked to contact you directly.
  As previously advised, the tickets you purchased were restricted. However, when you contacted us and advised us that you were unable to travel as planned, we offered you a voucher for the full value of your booking. This voucher was non-refundable.  
  As a goodwill gesture, we have arranged a full refund of your voucher. The refund has now been processed back to the original form of payment, as follows:
  Cash: USD1,317.14 to **** ending ****
  Avios: ****** Avios redeposited to ************** account, ********, on 04 July 2024
  Please allow approximately seven days for the funds to show in your account.
  Thanks again for getting in touch.
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:05/29/2024

  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.

  The airline refused to refund us the money we lost from unused tickets due to no fault of ours, which was a denial of boarding on our connecting flight from ***** to ****** by Emirates employees.Also, the airline refused to refund us money we lost due to its own automatic cancellation of our return tickets, because we were "no show" at forward flight, that is in *******Unlike this airline, last year the American Airlines rebooked my flight from ******************, USVI to ********, ** which I missed for almost the same problem.

  Business Response

  Date: 06/13/2024

  The following email was sent on 11Jun24:

  Dear ***********
  
  An update from British Airways
  Thank you for contacting the Better Business Bureau. A copy of your correspondence has been sent to Customer Relations and we have been asked to respond to you directly. We'd also like to thank you for your patience while we responded to you.
  I'm sorry to hear you were unable to take your planned flight on 13 May 2024 after you had **** issues for an Emirates booking. I can see you called us on 19 May 2024 and asked for a credit for your tickets.
  As you didn't travel on your flight, any subsequent flights on your tickets were cancelled. Any refund requested would be as per the fare rules of the ticket. I've checked your booking and can see that you requested a refund though ****** and ****** per ticket was refunded on 26 May 2024.
  As you purchased a ticket with restrictions and limited flexibility, you were only entitled to some none used taxes. As your refund was processed correctly and in line with the fare rules of your ticket, we're unable to offer a further refund.
  We do appreciate your feedback and I've ensured it's been forwarded to the relevant teams. We'll use it to help improve our service and shape our policies going forward.
  Once again, please accept our apologies for your experience. I hope we have the opportunity to welcome you and your family on board again soon.
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 06/14/2024

  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]

   The British Airways failed to address the issue of whether it was fair for the company to keep my money for my forward flight under the circumstance and whether it was fair for it cancel  my return flight without offering a full compensation. Instead, it simply referred me to my fare conditions which do not address the above issues. The best business practices answer those questions in negative: the American Airlines offered me a full credit for my next trip while Emirates did not cancel my return ticket.

   

   

   

   

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

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

• Initial Complaint

  Date:05/28/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 27th, I flew on British Airways from ****** to *********. My bags did not fly with me. After waiting an hour by the baggage area, we were told by another customer that there bags and our bags were not on the flight. We were told to go to the Iberia airways baggage area as British Airways does not have a presence at the *****************. The agent at ****** informed us that our bags might be on the next flight. We were also informed that if we left the airport, there was no guarantee that our bags would be delivered that day or the next. At this point we made the difficult decision to stay at the airport. Our prepaid transportation as arranged by outCostCo travel package could not wait the three hours with us. They left and we were out the ****** cents that ****** said we were charged. We also missed surprising our daughter at the hotel as she was traveling from ****** and the surprise was for her 21st birthday. She actually sent back the cake we ordered for her and told the hotel they sent it to the wrong room. Kind of frustrating. It is hard to put a price value on the hours missed waiting in the airport as well as missing the surprise on her face.This all occurred on March 27th. Today is May 24th. I reach out to British airways weekly and they tell me that my case is still being looked into. It has been eight weeks.I am hoping that your team can help me resolve this matter.

  Business Response

  Date: 06/17/2024

  The following emails were sent on 03Jun24 & 06Jun24:

  Dear *******
  
  Your feedback to 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 disappointed to learn about your experience when you traveled with to *********. We understand your reasons to contact us. Wed also like to thank you for your patience while we got back to you.
  
  We take extra care of baggage being transferred through an airport, as we know theres a greater chance of delays. However, despite of our best-efforts bags can get delayed sometimes.
  
  We mention in our General Conditions of Carriage that bags can travel on a separate flight to our customers. This means were unable to offer compensation for your bags being delayed. In a situation where a customers bags are delayed, we endeavor to repatriate them as soon as possible. Also, we cover cost of reasonable essentials items while the bags are delayed.
  
  Whilst were unable to offer compensation for delayed bags, Id like to look into refunding the extra expense of getting to your hotel as a gesture of goodwill. Id like to get this sorted for you as quickly as I can, so please send me receipts for your ****** pre-paid transfer and your Uber receipt, and Ill assess your claim for additional costs.
  
  You can send these details in the following ways:
  
  Go to ba.com to upload scans
  
  Post them to:
  
  British Airways Customer Relations
  ******************************************** *****
  ********* ** *****
  ***
  
  If you send us any documents in the post, please add your Customer Relations reference number to them this is ********.
  
  Please also send me your bank details, so I can transfer payment directly to your account. We'll need the following information:
  
  Bank name
  Bank country
  Branch name
  Bank account: Up to 17 characters
  Sort code: 9 digits. This is known as a routing number (use the paper and electronic sort code).
  
  
  Once again, please accept our apologies for your experience this time.
  
  Best regards
  
  ***
  British Airways Customer Relations
  Your case reference is: ********

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

  Dear *******
  
  An update from British Airways
  
  Thanks for your recent email.
  
  Please send us your ****** receipt once you've received it. At the same time please also send us your Uber receipt, so we can assess your claim in full.
  
  Thanks again for contacting us.
  
  Best regards
  
  ***
  British Airways Customer Relations
  Your case reference is:********
  * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *

  Customer Answer

  Date: 06/24/2024

  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 is looking for the ****** receipt for the 107 dollar prepaid transportation that we could not take as we had to wait for our bags to arrive  on the next flight. They have already confirmed that they are crediting our account for the taxi to the hotel. Please see below for the ****** receipt which they are saying they did not get and we resent on June 4th .

  
  

  
  

  • • *** ****
      * **** **** ***** ***** *** ***** * ** ********** *** ***** **** ****** ***** **** *** ********** ** *** **** ** *** ******** **** *** ******* ** *** ****** *** **** ** ****** ** *** **** ******* *** *** **** *** *** ***** **** *** ****** *** ** **** ** *** ***********
      
      ****** **** **** ** ***** *** ** ****** ** ** ** **** *** *********
      
      *****
      ***** *** ***************************
      **** **** ** ******
      ****** ****** *** *****
      
      ***** ********* ********
      
      ***** ************************* **********************
      ***** **** ** **** ** ******* ** ***
      *** ****** ******** ********* ********************************
      ******** *** **** ******** **** ** ******** *********
      
       * **** ******** ** ***** **** ****** **** * ********** ** *** ******** **** *** ******* ** *** ****** *** *** ******* *** ******** ********* ****** ** *** **** *** ******
      
      ***** *** ******
      **************************
       
      
       

   

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

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

  Business Response

  Date: 07/10/2024

  The following email was sent on 08Jul24:

  Dear ** *******
  
  An update from British Airways
  
  Thanks for your recent email.
  
  As per our previous email, we have refunded you for the extra taxi expense you incurred due to your decision to wait for your delayed bags. This refund has meant you're not out of pocket due to your bags being delayed. I'm afraid we're not able to offer a further refund of your original transfer.
  
  We know this experience didn’t meet our usual standards, and so I’d like to offer you an eVoucher for $100.00, which I hope goes some way towards making up for what happened. There are full details about how to use this here .
  
  * ******** ******* **************
  * ***** ******** ********************
  * ***** *******
  * ****** *******
  * ******** ** **** ****
  
  Thanks again for contacting us
  
  Best regards
  
  ***
  ******* ******* ******** *********
  **** **** ********* ***********

   

  Customer Answer

  Date: 07/14/2024

  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] In a correspondence from June 3rd, 2024, **** the British Airways Customer Relations agent signed to my case promised the reimbursement of my prepaid travel that was purchased through CostCo as well as the taxi fare to get to the hotel. We have provided these receipts. Now, *** is not honoring this promise and only compensating us for the taxi and adding a voucher instead of the CostCo reimbursement. We do not want the voucher and want the 107 dollars to cover the pre-paid transfer that we were unable to use as we had to wait for our bags to arrive on the next flight from London.

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:05/28/2024

  Type:Customer Service 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.

  Flew on Brutish Airways May 16 from ******** to *******. My checked bag was delayed. My bag arrived at ******* May 18 and was to be sent to my home within 72 hrs. Today is May ************************* the *************** according to my airtag in my bag. I have spent hours each if the past 5 days trying to reach someone at British Airways who can deliver my bag to ***** as promised so they can deliver it to my home in *********. I have called all British Airways customer service numbers multiple times trying to resolve this issue. It is impossible to reach any British Airways employees other than customer service representatives. Unfortunately, the customer service reps are extremely limited in what they can do. Some have referred me to other phone numbers some of which are not even on service. The reps can "escalate" your problem to an unidentified team which is to contact you within 24 - 48 hours. Even well after 48 hours no one contacts you. I have not heard from any British Airways staff even after dozens of phone calls and several online chats. Some BA customer service phone numbers are not even available to you during work hours because of high demand. It is often impossible to reach a person on the BA online chat and you are left communicating with an artificial intelligence bot which just spits out the same useless information regardless of your questions. It's also impossible to file an online complaint because if you follow directions you just end up on an informational page with no opportunity to file a complaint. It is obvious that BA's customer service phone and online processes are deliberately designed not to help you but to obfuscate any possibility of assistance. Their processes and procedures are designed to discourage you from contacting them or filing any request or complaints. It is beyond frustrating and unreasonable. Such deliberate addiction of responsibility should not be allowed. Eight days after my flight and no action to deliver my bag.

  Customer Answer

  Date: 05/28/2024

  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:05/21/2024

  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 April 02, 2024 I purchased a round trip from ******* to ***** confirmation# ******* I paid $1382.08 and $214 for seat selection. I missed my flight from ***** to ******* at 8:00am on April 27 due to medical reasons as I was in the hospital April 26 & 27 for having severe anemia that needed 3 blood transfusions. Due to my medical condition, I was not able to either travel or call to change my reservation. I was released from the hospital at 11:00 pm on April 27. I called British Airways to get a refund for the missed flights but only got $85 for the taxes I paid. No one also called me for the seat selection refund claim. Going from *** to ***** the seat I paid for $88 had a broken tablet, I need a refund for that and a refund for the seats I paid for and never got because I missed the flight. British Airways customer service doesn't want to help that's why I am putting this claim to get a partial refund for the missed flight and a refund for the money I paid for the seats plus the one with a non-functional tablet. I have attached two confirmation receipts and can send medical records for the hospital I stayed at in ***** with doctor's reports. Please resolve my issue as soon as possible.

  Business Response

  Date: 06/10/2024

  The following email was sent to ********************************************** on 31May24:

  Dear ***********
  
  An update from British Airways
  Thank you for contacting the Better Business Bureau. Your email has been sent to Customer Relations and we have been asked to reply to you directly. I'd also like to thank you for your patience while we got back to you.
  I'm sorry to hear you were unwell recently. I do hope you've made a speedy recovery.
  As you made your booking with a travel agency, I'm afraid all refunds must be arranged directly with them. However, I can see from the notes in your booking that your travel agent, *****, contacted us on 20 May 2024. She was advised to complete a webform so we can look into this further.
  I recommend you continue to contact your travel agent in the meantime, as they'll receive a response as soon as possible.
  Thanks again for taking the time to contact us. 
  
  Best regards
  
  *************************
  British Airways Claims Investigation Specialist
  Your case reference is:********
  

• Initial Complaint

  Date:05/21/2024

  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 filed a compliant against British Airways with your DOT on Feb. 14,2024. British Airways responded to my concern filed with DOT around April 10th. We were engaged in discussion of resolution but after my communication on April 24, 2024. British Airways has yet to respond to my comprise request. Again, I feel ignored as person with hidden disabilities and a person of size. I am only requesting a fair compromise but yet again ignored.

  Business Response

  Date: 06/17/2024

  The following email was sent to ******************* on 11Jun24:

  Dear ***************
  
  An update from British Airways
  Thanks for getting back in touch with us.
  I'm pleased to hear you have resolved your concerns with a member of ******** Services team. I hope you enjoy your upcoming flight with us.  
  Thanks again for contacting us. If there's anything else we can help you with, please don't hesitate to get back in touch.
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 06/17/2024

  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,
  
  *****************************