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:05/08/2024

  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:********

• Initial Complaint

  Date:04/30/2024

  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 19, 2024 I was on British Airways flight BA196 that was scheduled to leave ************************ (IAH) at 8:45pm to arrive in *************** (LHR) at 12:10pm on April 20th. This flight was delayed due to a crew issue by BA and was delayed until 5pm the following day to leave on 4/20 and arrive in ****** on 4/21.I then had a connecting flight from *** to ************** (PRG) leaving at 4:05pm arriving 7:05pm on flight BA882. Given the extended delay on the original departure flight, I was forced to change my connecting flight and pay an additional $375 because the flights werent booked on the same ticket. They were not booked on the same ticket because British Airways has an antiquated ticketing system that required a 10+hour layover if booked as connected flights.Then the already delayed flight was delayed even further due to a technical issue on 4/20 which ultimately led to me getting to my final destination 26 hours after originally planned. This delay cost time, money, and emotional distress from missed activities in ******.

  Business Response

  Date: 05/09/2024

  The following emails were sent on 02May24:

  Dear *****************
  
  An update from British Airways
  
  Thank you for contacting the US ********** of *************** 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.
  
  Were sorry it was necessary to delay your flight to *************** on 19 April ******************************************** contact about this. We take all reasonable measures to avoid delaying a flight and well always consider if there are any alternative solutions available before we make a decision.
  
  Ive checked the details of your journey and Im pleased to advise youre entitled to compensation for the delay to your flight, BA0196, on 19 April 2024. 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.
  
  I understand from your email that you needed to rebook another flight as you were travelling onwards to ******, but this was on a separate booking. Although I appreciate your reasons for asking, we're able to contribute towards these costs as we are only liable for flights on the same ticket. I appreciate this is disappointing.
  
  Please be assured I've already logged your comments and ensured they've been fed back to the relevant teams. We'll use them to help improve our service going forward.
  
  I've raised a bank transfer for $651.37 (******) to your ********* account using the details you provided. Please allow 7-10 days for this to reach you. We want to process your payment as quickly as possible to put things right for you. Just to make you aware, if you respond to this email within the next ***** hours, it may cause a delay in your payment being processed.
  
  Thanks again for getting in touch. Please feel free to contact us if we can help you any further. We look forward to welcoming you on board again soon.
  .
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference is: ********

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

  Dear *****************
  
  An update from British Airways
  
  I'm very sorry I missed your expenses claim in your complaint. I appreciate you bringing this immediately to my attention.
  
  I can confirm I've raised a payment for $375.34 to your ********* account using the details you provided. Please allow 7-10 working days for this to reach you.
  
  Once again, please accept my apologies and we look forward to welcoming you back on board soon.
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist

• Initial Complaint

  Date:04/25/2024

  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.

  On Dec 25th we got stuck at ******** due to a late flight from ************ ************ and our connection was was12 hours late. We filed a claim ***** week of Jan and have not heard back. I have called several time and am always told someone will contact in 72 hours, but not at all. I would like someone to contact me to resolve this claim.Claim # Case Reference: ********

  Business Response

  Date: 05/09/2024

  The following email was sent 07May24:

  An apology 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 for the delay in our response as I understand youve been waiting some time for a response.
  
  I understand from your recent contact with us you and your familys flight with us from ************ arrived delayed at *************** on 25 December causing you to miss your connecting flight. Im very sorry we were unable to rebook you until much later in the day for your onward journey to *******
  
  Ive checked the details of your claim, and I can confirm youre entitled to denied boarding compensation as I can see our Airport team changed your onwards connecting journey, prior to your flight landing at ***************. Our team sometimes do this if they believe a customer will no longer meet their minimum connection time required to connect, but on this occasion as the flight from ************ landed with only a 7-minute delay on arrival with an additional 3 minutes for the doors opening, you may still have been able to make your connecting flight.
  
  Therefore, were happy to pay you denied boarding compensation which is a payment of ****** per person. As there are 5 passengers included in the claim, this means youre entitled to a payment of ******** payable in your local currency, which is $3,256.00.
  
  The best way to settle your claim is by bank transfer, so it would be helpful if you could send me the following details:
  
  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 sincerest apologies for the disruption to your journey with us. I look forward to hearing from you soon.
  
  Best regards
  
  Sophie
  British Airways Claims Investigation Specialist
  Your case reference is* ********

  Customer Answer

  Date: 05/16/2024

  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 accept business response but have to reply to their question to receive the refund. Here are the details asked by British Airways to get my refund in the form of a bank deposit

  Bank name: Huntington National Bank
  Bank country: ***
  Branch name: *********************************************************************** (Main Branch info)
  Bank account: Up to 17 characters: ***********
  Sort code: 9 digits. This is known as a routing number (use the paper and electronic sort code): *********

   

  Thank You!

   

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

   

   

   

   

   

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

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

  Business Response

  Date: 05/29/2024

  The following email was senton 29May24:

  An update from British Airways
  
  Dear ** ****
  
  Thanks for contacting the Better Business Bureau with the information we asked for.
  
  I can confirm I’ve raised a bank transfer for £2,600.00 ($3,256.00) to your Huntington National Bank account using the details you provided. Please allow 7-10 working days for this payment to reach your account.
  
  We do appreciate you getting in touch with us and for making us aware of what happened. Please be assured we’ve already logged your comments and we’ll use them to help us improve our service going forward.
  
  Once again, please accept my apologies for what happened. We look forward to welcoming you on board again soon.
  
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is: ********

  Customer Answer

  Date: 06/05/2024

  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:04/25/2024

  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 purchased a round trip ticket from British Airways to *********. The last name of the passenger was spelled incorrectly. Incorrectly spelled last name: ************** Last name : ****** British Airways has refused to make the corrections to the return flight from ********* back to ******. They have asked me to purchase a new ticket. I don't think I should have to buy a new ticket for this reason.

  Business Response

  Date: 05/09/2024

  The following email was sent to *************************** on 02May24:

  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.
  We're sorry to hear there are issues on a booking you made for 07 May. We appreciate your reasons for getting in touch with us about this. I'd also like to thank you for your patience whilst we got back to you.
  We understand the surname of the passenger needs corrected as their is a spelling mistake on the ticket. However, as the booking wasn't made directly with British Airways, we are unable to make the amendment. You would need to contact the original booking agent to see if they can make the change for you. If they need assistance doing so, they can contact our Trade Support team who will help them where possible.
  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:04/24/2024

  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.

  A ticket was purchased through a 3rd Party vendor, Cheapoair, on Feb 5, 2020, on a British Airways flight. The flight was supposed to take place in April 2020. Both companies agreed that a full refund would be provided. It is now April 2024. I have only received $600. British Airways stated that they could only talk to Cheapoair to release the funds, and ********* noted that the only money that could be refunded was if we purchased another ticket with them. We were told we would get a refund, but now we are told we must buy another ticket. This is theft, and it is unsatisfactory. The ******************* Retrieval Case Reference Number is *********, and the CheapOair Booking number is CheapOair Booking: ********.

  Business Response

  Date: 05/09/2024

  The following emails were sent to ****************** on 02May24 & 06May24:

  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 problems you've had with 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. 
  In order for us to look into this for you, we would need you to provide flight details, a ticket number or your British Airways booking reference. You can send this information by replying using the blue link below.
  However, please note, if the booking is a travel agency booking, we would be unable to assist with processing any refund. You would need to contact your travel agent and if they need assistance, they would need to contact our Trade Support team.
  Thanks again for contacting us.
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear ******************
  
  An update from British Airways
  Thank you for providing the requested information.
  As your booking was made through a third party and not directly with British Airways, we are unable to assist with your refund request. You would need to contact the original travel agent about any refund issues or requests.
  If they need to contact us to discuss any refund they may be waiting from us, they have their own dedicated Trade Support team they can contact to escalate or expedite a refund. However, the tickets do show in refunded status, therefore, some refund has been processed, but we are unable to see how much and when. Sorry, we can't be of more assistance.
  Thanks again for contacting us.  
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:04/22/2024

  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 have been trying to reach British Airways for the past 2 days since booking my flight. Their website was down so I was able to use self service and their call volume is so high that they just hang up on you. I was finally able to chat with someone but they said they were unable to make changes to airfare and I would have to call. I continued to try to reach them and I was finally able to reach them tonight on the phone to make a change to a flight that was booked 2 days ago and they want to charge me a change fee because its been over ********************************************************************** to change online, nor reach them by phone and that the employees who work on chat cannot make changes, that they would still not waive the fees. I am being asked to pay for something that I should not be charged because they are not managing staffing levels so their customers cannot reach them to handle things. They even went as far as telling me that they are receiving calls....no kidding but you won't allow anyone to queue or be called back you have a message that call volumes are high try again later good bye - that way you don't get dinged for call waiting times!

  Business Response

  Date: 05/08/2024

  The following email was sent to ************************ on 01May24:

  Dear ***************
  
  Thank you for contacting the Better Business Bureau.  A copy of your correspondence has been sent to Customer Relations and we have been asked to respond to you directly.
  
  I am sorry that you were unhappy with the change fee amount you were charged to make changes to your travel record.  Unfortunately, you did not include any flight or booking details so I cannot comment on your complaint. 
  
  Please send me your booking reference and ticket numbers, also if you can provide a copy of your telephone log showing the calls you made to us within the 24 hours of making your booking that would be helpful in my investigation. 
  
  You can reply to me at with the details of your booking and copy of your phone log at *************** in the subject field include your case number ********.
  
  Thank you for getting in touch.  I look forward to hearing back from you soon.  
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer Answer

  Date: 05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOTI foll

   

   I followed their request to follow up with documentation of my purchase through their complaint process, which I did the same day.  They have not yet responded or refunded the charge.  

   

   

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

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

  Business Response

  Date: 05/28/2024

  The following email was sent to ************************ on 15May24:

  Dear ***************
  
  Thank you for your reply email. 
  
  I have reviewed your booking O55BSJ made on 18 March 2024. There have been no changes made to your dates of travel, so you were not charged the $626.00 you are referring to.  In addition, I do not see any notes in your travel record of conversations with our any of our call center agents in regards to making any changes. If you have copies of texts you may have received please send them to my attention for review.
  Also, since you are unable to provide a phone log showing your attempts to contact us about making a change, I have no way to confirm that you did within the 24 hour period of making your booking.  The 24-hour deadline can be extended up to ************************************************************ can't get through to us, however this is for booking cancellations. If you wanted to change your flights you would have needed to cancel the booking and then create a new one. If you are still interested in making flight changes, it will be subject to any change fees or the difference in fare and taxes if applicable. 
  
  Thank you for getting in touch.  We look forward to welcoming you and your family on board our flights this coming July.   
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:04/17/2024

  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 an economy ticket from *** to *******, ****** via ******. The date of flight was April 16, 2024 at 7.30pm. I was assigned seat number 38K by the company. When I arrived at my seat I realized that it was configured in a way that only allowed one of my legs to fit under the seat in front of me. Since Im a two-legged person I believe that the airline engages in false advertising selling its tickets since it does not disclose that some of its seats can only fit people with one leg. I expect a refund for that leg of the trip.

  Business Response

  Date: 05/01/2024

  The following email was sent to ******************* on 19Apr24:

  Dear ** ******************* 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.
  We're very sorry to hear you were disappointed with the leg room on your flight to *************** on 16 April. You were right to get in touch with us about this. We'd also like to thank you for your patience whilst we got back to you.
  We understand your reasons for requesting a refund of the flight from ***********, but I'm afraid this isn't something we would offer under the circumstances. We would only be able to offer a refund if you hadn't travelled on the flight.
  We value your loyalty as a Blue member of our *************** and know this experience did not meet our usual standards. *** added 15,000 Avios to your ************** account, and hope this goes some way towards making up for what happened.
  
  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.
  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:04/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  America should not allow other countries to fraud citizens over $10,000 to buy back a ticket that was already purchased and already ticketed in my own name. Don't allow this crime, extortion, or fraud to continue. British Airways BA is selling tickets on their website and app without notice calling them "unrefundable" under any circumstances. ** refused to make computer changes for this $455.02 flight, allowing an earlier departure to ****** from *********, without threats to extort $10,000 to buy back my "original ticket" to *******. It should have required a simple computer time change from BCN to LHR on this earlier flight, not forfeiture of an entire ticket to ********After forcing me to stick to my "original itinerary" and ignoring the fact they left my luggage 3 hours from ****************, ** refused to refund this $455.02. My original itinerary booked months earlier was outdated. They forced me to leave my husband in ******, fly to ********* alone and stay overnight alone, requiring me to book a hotel at my own expense. I had nothing, but the clothes on my back. I purchased this ticked 1-11-24 to retrieve my luggage on 1-12-24 because my London connection did not allow enough time to retrieve my luggage. British Airways said if I was not on the later Barcelona flight (only) without any changes to my "original itinerary", I forfeited the entire ticket back to ******* and they would fraudulently charge me $10,000 to buy back the seat already purchased and already printed in my name.The airline claimed they could not track me if I was not on the later Barcelona flight. If they would have made the necessary changes in the computer I could be easily tracked to *******I have flown my entire life for nearly 54 years. As an American citizen I rebuke British Airlines thinking they can take away my God-given freedom, force me to fly to a country I did not want to go to, because they do not have the mental capacity to make time changes in a computer.

  Business Response

  Date: 04/29/2024

  The following email was sent to ************************************* on 16Apr24:

  Dear ***************************
  
  An apology from British Airways
  We're sorry to hear about the experience you had when you travelled with us recently. 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 understand you feel as though you were being fraudulently charged to purchase a ticket you already had. However, as your original ticket was purchased for a trip from ********* through to ********* and return, this is the sequence in which you have to use your tickets. As per our General Conditions of Carriage, which you agreed to at the time of booking, flights have to be used in the sequence shown on the ticket. Any no-shows on a flight would void your entire ticket as you haven't flown in sequence.
  Therefore, if you hadn't flown on your ********* to *************** flight, your entire ticket would have been voided as you would have been registered as a no-show. I appreciate you are disappointed with the cost you were quoted to change your ticket to originate from *************** and remove the Barcelona flight entirely. As per the rules of your ticket, as the change was pre-travel, the entire ticket is repriced using current availability.
  However, this change was requested the day before travel, which meant only more flexible fares would have been available. Plus, changing the routing of the ticket from a return trip to an open-jaw booking. This means the taxes would have also changed and been repriced.
  The information you were given by our agents was correct and they wouldn't have been able to reissue your ticket without charge. The only exception to this would have been if a flight had been cancelled or disrupted by us.
  We're sorry you incurred additional expenses to travel back to ********* to catch your original flight on 12 January. Depending on what kind of travel insurance you bought, you may be able to claim through this. If I can help by providing any information for your claim, please contact me by replying to this email.
  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 Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:04/10/2024

  Type:Delivery 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 November 9th 2023 My carry on was lost on my flight from *** to IAD ,2 segments with TAROM Romania last segment was with BRITISH AIRLINE.I made the 3 complain for tracking lost luggage and until today no answer from the company where is my baggage. Last report was **************** to make the complain for compensation the lost and the website is not loading my claim. I have receipts and in carry on was a lot of valuable clothing.Thank you

  Customer Answer

  Date: 05/08/2024

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