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

  2 Park Ave Room 1100 New York, NY 10016

• 

  British Airways

  551 5th Avenue Suite 725 New York, NY 10178

• 

  British Airways

  P.O. Box 300686 Jamaica, NY 11430

• 

  British Airways

  4887 Belfort Road Jacksonville, FL 32256

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:05/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our return flight original BA6147 had been cancelled and rebooked to BA285 on 4/22/2024. We already paid for extra legroom fee for $229.98 on 1/5/2024 for flight BA6147. It will not carry over to new flight nor refund. BA was the one keeped changing the flight. We should get refund for that. On BA285 we arranged the extra legroom by ourselves without any charge. Then BA285 flight had been cancelled on 5/9/2024 and rebooked to AA2115 flight again. Otherwise we lost twice legroom fees if we did not arrange ourselves on BA285 because BA changed flight too often. On AA2115 we paid again $260.43 for extra legroom fee again because we are senior and need to get extra legroom when we fly. Please help us to get back our unused legroom fee for $229.98 from BA.thanks.

  Business Response

  Date: 05/29/2024

  The following email was sent on 27May24:

  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. We'd also like to thank you for your patience while we got back to you.
  
  I can see my colleague has already emailed you to advise that you're entitled to $1,322.06 in compensation, and $28.00 for your expenses. I can confirm they have arranged two bank transfers for these amounts to your ***************** ***** bank account.
  
  I understand your seats were also changed, so I have asked our Refunds team to process a refund of any unused seating. Any amount processed will be returned to your original form of payment.
  
  Thanks again for taking the time to contact us.
  
  Best regards
  
  *************************
  ******* ******* ****** ************* **********
  **** **** ********* *** ********

  Customer Answer

  Date: 06/01/2024

  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:05/20/2024

  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 had to cancel my ticket due to my sisters death. Funeral will be held on 06/07/24 and 06/8/24 meaning I won't be able to fly out on the 27th of may. I tried to explain to BA but they refused to change the date of travel and also refused to refund me the cost of the ticket .

  Business Response

  Date: 06/06/2024

  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 extremely sorry to hear of your bereavement and would like to offer our sincere condolences during this difficult time.  
  We do have a bereavement policy which allows some flexibility with your booking, so I'm pleased to see you've been able to change your travel date. We look forward to welcoming you on board in December.
  Thanks again for taking the time to contact us.
  Best regards
  
  *************************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:05/16/2024

  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 assisted my Aunt with booking her first international flight. I accidently entered incorrectly ONE letter in her last name. We called British Airways and they want to charge us $275 US dollars to change ONE letter in her booking. Her name in the booking is ******** and it should be ********.

  Business Response

  Date: 05/29/2024

  The following email was sent to ***************** on 22May24:

  Dear *********************
  
  Thank you for contacting the Better Business Bureau.  A copy of your correspondence has been sent to Customer Relations and we have asked to respond to you directly.
  
  I am sorry that you had made a spelling error when assisting your aunt in making her booking.  While I understand how upsetting and disappointing it was to be told that you have to pay a change fee to have the ticket reissued with the correct spelling of her name, this is correct and I cannot waive this fee.
  
  While it is the airline's responsibility to make sure every ticket is being used by the right person, it is the passenger's responsibility to make sure that all their documentation is correct and that the name on their ticket is an exact match to how it appears on their passport. 
   
  You did not include any of your aunt's information, such as name, ticket number or booking reference code in your correspondence so I was unable to find her in our system. If you would like me to review this further please send me her details.   
  
  Thank you for getting in touch and for giving me the opportunity to respond. We look forward to welcoming your aunt on board our flights.     
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:05/14/2024

  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 name is ********************* and my booking reference is SBB2VR and I booked my ticket via British Airways trade partner ******'s and my reference for them is ***********. There has been a family emergency within my family which is going to result a death in the family and I need to be there before it happens. My original departure is the 25th of June and I wanted to see if it was possible just to get a one time courteousy for me and my sister to switch the departure to June 15th. I contacted ******'s and they said I needed to contact you and then I contacted BA and they said the opposite which I uploaded two documents below. British Airways and Edream's are a multi millionaire companies, is it too much to ask to help me and my sister out in this dire situation to only move the ticket 10 days back as a show of support to your valued customers? All I ask is to the higher *** of British Airways please please help me

  Business Response

  Date: 05/29/2024

  The following email was sent to ********************** on 16May24:

  Dear ***************
  
  Your feedback to British Airways
  Thanks for contacting the Better Business Bureau. Your case has been forwarded to Customer Relations and we have been asked to reply to you directly.
  I understand from your recent contact with us a member of your family is very unwell and understandably you would like to travel sooner so you can be with them before their passing.
  I have taken the time to review your booking and I can confirm as you've booked via a travel agent your contract and ticket agreement is between you and your travel agent, and therefore any changes you would like to make would need to be handled by them.
  I can see your travel agent has contacted our Trade Support team on 13 May to confirm the change fees associated with any changes you would like to make to your tickets.
  You will need to contact your travel agent to expedite any changes as per the rules of your tickets and they will be able to advise you in more detail.
  I'm sorry we're unable to assist you directly on this occasion. Thanks again for taking the time to contact us and we hope to welcome you on board soon.
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 05/29/2024

  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]

   As you can see from the images and my countless amount of times to contact Edreams they keep telling me they need permission from you. Would it be so hard for you two as a company to find a resolution. I am sure both of you make millions and it is just one small humble request i am asking for.

   

   

   

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

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

  Business Response

  Date: 06/17/2024

  The following email was sent to ********************** on 13Jun24:

  Dear ***************
  
  An update from British Airways
  Thanks for coming back to us via Better Business Bureau. I'm sorry you're not receiving the assistance you should expect via your travel agent.
  I understand from your recent contact eDreams are advising you they need British Airways they require permission from us in order to assist you with your change request. eDreams will need to contact our Trade Support team for any assistance they require and as per our previous email, we can see a quote was provided on 13 May regarding your change request.
  If you're requesting a change free of charge, this is not something we would offer and the decision to change your booking for free would need to be made by your travel agent. We do not have a policy that allows for free changes due to ill health of a family member. Any changes outside of your fare and ticket rules are of the discretion of your booking agent. I'm sorry to disappoint you.
  
  Once again, thanks for giving us the opportunity to review your concerns and I apologise we're unable to assist you further on this occasion.
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:05/14/2024

  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 purchased a plane ticket from ****** to ****** for a flight departing January 21, 2024. The ticket number is ************** for $870.70 (will include receipt as an attachment). The flight was being operated by American Airlines; booking reference was ****** with a BA flight number **** (******). Due to mechanical reasons, the flight was cancelled that evening. The next day, I filed a request for a refund through the BA website. The claim number was ********. American Airline refunded me for the seat purchase and the baggage fee since they were operating the flight and within 48 hours. British Air sent me an email on May 6th (attached) that my case had been closed and I was to contact American Airline for the refund (will include email as an attachment). I contacted American and they informed me that the ticket number is a British Airway number, not American so they cannot refund me. I have been trying to reach customer service at ********************** Air *************) but they said due to heavy call volume, to call back later. I have tried for mulple days. This is all very frustrating - it's clear that British Air should be refunding this ticket since they are the ones that issued the ticket. Please help.

  Business Response

  Date: 05/29/2024

  The following email was sent on 16May24:

  Dear *****************
  
  An apology from British Airways
  
  Thanks for contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations and we've been asked to respond to you directly.
  
  Were sorry to learn about your experience when you were meant to travel with American Airlines on 21 January. We understand your reasons to contact us. Please also accept our apologies for delay in our response.
  
  Ive contacted our Refunds team on your behalf to issue a full refund of your booking and the seating charges youd paid. Once theyve processed the refund due back to you, youll receive a confirmation from our Refunds team.
  
  Regarding any claim for ** compensation that might be due to you or any expenses youve incurred due to your flight ****** being cancelled, please contact American Airlines directly.
  
  Once again, please accept our apologies for your experience on this occasion.
  
  Best regards
  
  ***
  British Airways Customer Relations
  Your case reference is:0*******

  Customer Answer

  Date: 06/03/2024

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

  British Airway did send the appology email to me (thank you!!) but to date (as of this morning), they have not refunded my ticket nor have they contacted me after this email on May 16th. I did send a follow up email to them this morning but have not received a response. 

   

   

   

   

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

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

  Customer Answer

  Date: 06/17/2024

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

  I have not received any reimbursement from British Airways and on their complaint portal, it says the following; despite the fact that I have not been contacted after June 6th and have not received any reimbursement.  

  Your case details
  Case #********  Your case status
  Weve had a look through the details of your case. Your case is now resolved.

   

   

   

   

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

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

  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.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:05/13/2024

  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 mother and I were flying from ********* to *************** in ****** on 8/16/23 at 10:55am on Flight BA2825, confirmation number ******. We arrived at the airport and didn't make our flight because airport security shut down completely. We were in line for an hour before it started moving again. Many people on our flight were in the same situation. We arrived to the gate and the plane was still there but boarding had completed. We were instructed by staff to rebook for another flight. We had to go back to baggage claim gather our bags, go back to ticketing and check back-in. The gentleman who assisted us understood the situation and our accounts were marked as such that we were not at fault for missing the flight. We were told we would be reimbursed for the new costs we incurred for the flight since we were not at fault and another 5-10 people had to do the same. We made our flight, everything was smooth but I still have not been reimbursed. I've called, spoke to customer service reps, followed instructions to submit claim online, but still nothing. I received a general email saying they would give me a $140 credit which is nothing in comparison to what was charged. My mother's bags were also lost, so they had to transport to our hotel which they did, but she is 75, it was very stressful and now we are still out a lot of money. The new tickets were obviously booked day of so very expensive. Original tickets cost $210.10 euros. New tickets were $1030.10 euros, for flight BA0435 ********* to ******** on August 16, 2023 at 1pm. Tickets are for ******* ***************** and ************************************************. I am requesting a refund for $1030.10 euros or $1124.86 in US dollars. We were told we'd be reimbursed in-person and on the phone twice, but still nothing and no one to actually help. It's been almost a year, we just want to be refunded. Thank you!

  Business Response

  Date: 05/28/2024

  The following email was sent to ****************************************** on 16May24:

  Dear ***************
  
  Your feedback to British Airways
  Thanks for contacting the Better Business Bureau. Your case has been forwarded to Customer Relations and we have been asked to reply to you directly. 
  I understand from your recent contact with us and reviewing your claim, you and your mother missed your flight from ********* to ************** due to issues with security in ******************
  Whilst we operate a flight service in and out of ***************** we do not have any association with the security providers or the running of the airport facilities and third party services.
  Therefore we're not responsible for closure of security at ***************** and we not liable for any associated expenses customers have incurred because of it.
  However, as a gesture of goodwill, I've requested our Refund team process a full refund of your original tickets for the cost of ****** plus ***** for your prepaid seating. I've also cancelled the original eVoucher we offered you for $140.00 and have increased this offer to $500.00 to offset some of your losses. Please see your new eVoucher details below and there are full details about how to use this here.
  
  
  eVoucher number: **************
  Name: ******
  Email address: ******************************************
  Value: $500.00
  Expiry Date: 16 May 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.  
  We would strongly suggest submitting a claim to ***************** and their security provider as they are ultimately responsible for you missing your flight on 16 August 2023. You should be able to submit a complaint via their website.
  I do hope this is helpful and once again, thanks for giving us the opportunity to review your concerns. We hope to welcome you both on board again with us soon.
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:05/13/2024

  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 luggage was delayed on my returning flight on March 7, and ** assured me it would be flown over two days later on the 9th. The 9th came and I called, they said it would be delivered to my house. It never did. I called **************** every single day for two weeks and they kept saying they would email the department at the airport to deliver my luggage, but it never came. One customer service rep, when I asked to speak to her supervisor, said she had no supervisor! I guess she's the *** of the company! It's since been NINE weeks, and no one has contacted me with my compensation that I AM OWED BY THEIR CONTRACTS! I don't even want my bag back at this point, I just want the money I am owed!Delayed baggage number: ********** Flight: ****** / 07 March 2024 Bag receipt: ********

  Business Response

  Date: 05/28/2024

  The following emails were sent to ******************* on 14May24 & 24May24:

  Dear ***************
  
  An update from British Airways
  Thanks for again contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations and we've been asked to respond to you directly.  
  We're very sorry you haven't received your bags yet. You were right to get back in touch with us about this.
  Please be assured, we are still in contact with the relevant team and managers at ******************* and we are waiting for an update from them. As soon as we receive an update, we will contact you directly.
  In the meantime, you can still send us any receipts or details for any items you needed to buy, and Ill see if we can pay towards the cost of these.
  
  You can send these details in the following ways:
  
  Go to ba.com to upload scans
  
  
  
  Post them to:
  British Airways Customer Relations
  *******************************
  ******************
  ***
  
  
  Please also send me your bank details, so I can transfer payment directly to your account. You can do this by emailing me using the link below. 
  
  
  Bank name
  Branch name
  Bank country
  Routing number (9 digits - please provide the paper and electronic sort code)
  Account number (up to 17 characters)
  Once again, please accept our apologies for your experience on this occasion.  
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is*********

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

  Dear ***************
  
  An update from British Airways
  
  Were very sorry to tell you that, despite thorough searches, we havent been able to find the bag that went missing on your recent trip. Unfortunately, we now count this baggage as lost. Please be assured weve tried everything we could to find this for you.
  
  Id like to get your claim sorted for you as quickly as I can, so please send us your original receipts for items inside the lost bag. If you dont have these receipts, well still be happy to pay towards these items, but we may need to pay a lower amount based on the age of the items.
  
  
  You can send these details in the following ways:
  
  Click here 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 26336184.
  
  
  
  
  Once again, please accept our apologiest for your experience on this occasion.
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 05/31/2024

  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 have already sent in my bank details SEVERAL times, as well as told you guys several times that I don't have original receipts for the new items I bought because the receipts were INSIDE the bag you guys lost! I filled out what was missing, date purchased, and value of the items TWO MONTHS AGO! Now it is time for you to look at it, and PAY ME WHAT I AM DUE. It has been almost exactly three months, and I have never been more UNsatisfied with a company's business than right now with you guys. Whoever reads/responds to this, please just get my claim pushed through, please. I have spend so many countless hours contacting so many people in **, and they all repeat the same BS answer without actually helping me. Facts: You guys lost my luggage, I gave you the information you need (items, values, dates, bank details), now it is time for you to actually do your job and pay me what I am due.  

   

   

   

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

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

  Business Response

  Date: 07/18/2024

  The following emails were sent on 21Jun24 & 26Jun24:

  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.
  We're sorry for the delay in our reply to you. You were right to get back in touch with us about this.
  We understand you don't have the receipts for any of the items that were in the bag. We can see you provided us with an amount of $1,166.72 in a previous email. This can be reimbursed in full, but if there are any additional amounts, please let us know and we will reassess your claim.
  We also know you have previously provided us with your bank details, but due to the the way they have been sent and the formatting of the email, the account number and routing number merged together. Therefore, we would require you to send the details again, please. To avoid a similar problem occurring, you could separate the numbers with a symbol or stating which is which.
  Thanks again for contacting us.
  
  
  
  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 a bank transfer for $1,166.72 to your ******* ************************* account. This 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:********

• Initial Complaint

  Date:05/10/2024

  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 booked flights to ****** and back for my family on January 6, 2023, for travel for June *****, 2023. Booking Reference ******. Flights were from ************* to ****** and from ********* to *************. All flights had layovers at ***************. Tickets were for ***************************, *************************** (my spouse) and ******************* (our daughter). Total price was $6001.75 including baggage, tax and fees. I cancelled these flights with the airline, and they committed to providing a refund on May 9, 2023. They have failed to provide a refund or provide any follow-up information in spite of numerous calls and an online filed complaint with them.

  Business Response

  Date: 05/28/2024

  The following emails were sent to ************************** on 14May24 & 22May24:

  Dear ***************
  
  An apology from British Airways
  
  Thanks for contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations and we've been asked to respond to you directly.
  
  Were sorry to hear you havent received your refund. You were right to get in touch with us about this. I'd also like to thank you for your patience whilst we got back to you.
  
  Weve looked into this for you and we can see a refund was processed on 11 May 2023. The refund was processed as per the fare rules of your tickets, which had a non-refundable fare and only the applicable taxes were due. A refund of $103.55 per ticket was processed back to a **** card ending ****. It should have appeared within 14 working days of this date.
  
  If you are unable to see this in your account, you would need to contact your bank and request they trace the refund. The proof of transaction number is ***********************, which you would provide to your bank and they would us to locate the refund.
  
  If you are still unable to see this refund, please let us know and we will escalate this further for investigation.
  
  Once again, please accept our apologies for your experience on this occasion.
  
  Best regards
  
  *****
  British Airways Customer Relations
  Your case reference is:********

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

  Dear ***************
  
  An update from British Airways
  
  Thank you for your recent email reply.
  
  I understand you have mentioned you have called our contact centre and were advised you would be able to get either a full refund or a future travel credit. We cannot see any remarks in your booking from an agent advising you had called to discuss your options. However, if you can advise the dates and times, you contacted us, we can see if the calls were recorded and review your claim.
  
  However, as it stands, as you cancelled your booking online and your flights were all operating as scheduled, you would have agreed to a refund to be processed as per the fare rules of your ticket. As your ticket had a non-refundable fare, only the applicable taxes would have been processed. Therefore, the refund is correct and there isnt anything further due.
  
  Thanks again for contacting us.
  
  Best regards
  
  *****
  British Airways Customer Relations
  Your case reference is:********

• Initial Complaint

  Date:05/08/2024

  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.

  As a result of being "dropped" while waiting on the phone for an Executive Support representative to take my call, I decided to write an old "snail mail" letter, describing my concern about expiring points.After not receiving a response in over a month, it looks as if, in my opinion, British Airways is no longer the company that it once was. I find it incomprehensible that they would apparently just 'blow me off' without any attempt to address my issue.I tried to renew the expiration date by shopping through their website and that did not work -- it looks like I'll be paying for my next flight with someone other than British Airways.

  Business Response

  Date: 05/28/2024

  The following email was sent to *********************** on 13May24:

  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.
  We're sorry to hear about the experience you've had with trying to contact us. You were right to get in touch with us about this. I'd also like to thank you for your patience whilst we got back to you.
  We'd be happy to help you, but in order for us to do so, we'd need you to provide further information. If you could advise us what it is you were needing assistance with and provide us with any relevant booking information, we can look into this for you. 
  We understand you also wrote a letter to us which you haven't received a response for yet. If you have a copy of the letter, you can upload this, here.
  Once again, please accept our apologies for your experience on this occasion.  
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:05/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought two tickets to ****** and canceled them within 24 hours and booked another flight. BA refunded us only the ticket costs but not the bags and seat assignments. The ticketing agent at the airport reprinted the attached and advised us to file a complaint to get our money back. We spent hours on the phone with no results we are demanding a full refund plus applicable damages.

  Business Response

  Date: 05/20/2024

  The following email was sent to ********************** on 14May24:

  Dear ***************
  
  An update from British Airways
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to reply to you directly.
  I'm sorry to hear you have not received a refund of your unused seating that you paid for on the flight you booked from ****** to *************** and cancelled within the cooling off period.
  I've checked and can see you paid $304.00 for seating and I'll be happy to refund this amount if you would like to send me your bank details as requested below:
  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.
  Once again, please accept my apologies for the delay in resolving this issue. I look forward to hearing from you soon. 
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:********