Business Profile

Airlines

British Airways

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Complaints

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

Customer Complaints Summary

782 total complaints in the last 3 years.
274 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/12/2025
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 have written and called many times to request a refund of my $70 prepaid baggage cost on this missed flight. Myself and 2 other friends (separate booking reference numbers) arrived approximately 5-10 minutes late after the check-in counter closed due to our bus delay from ****** to ****. The agent at the gate counter told us that she could not assist us with still getting on this flight as she had already marked us as no-shows, however, she provided us with customer service numbers to request refunds for our baggage and the airport taxes. We sat in the ************ for hours speaking to British Airways representatives to put in claims for the refunds for our $70 baggage fees and a refund of our airport taxes. The agents that my friends spoke to on their phones were able to process their baggage refunds immediately, however, my agent had a computer error and noted she was submitting a claim for me due to this and it would be approved in a few days. My two friends have both had their $70 baggage fee refunded, as well as their airport taxes. I received a refund for my airport taxes, however, I am the only one who has NOT been given the $70 baggage refund. I have been calling BA over the past few weeks to inquire about this and have been told I am not eligible for a baggage refund due to being marked a "no show" on our missed flight. However, there obviously is an exception as my 2 friends (again, we all missed the flight together) received their $70 baggage refunds almost instantly. I am asking that I also be refunded for my baggage due to the circumstances described above, as I do not feel it is fair for me to be the only one not refunded for ******* name is A. C., and my booking reference is ********* cross reference, my travel companions who also got no-showed on our flight but DID receive their baggage refunds are:1) D. I. booking reference ******* 2: J. H; booking reference *******Thank you for reviewing these bookings and the details of this matter.
Business Response
Date: 05/28/2025
The following emails were sent 16May25, 20May25, 21May25, 22May25:
Dear ** *****

Your feedback to British Airways.
Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly

I'm sorry you're still waiting for your refund. This isnt what you should expect of us, and we understand why you needed to let us know about it. Wed also like to thank you for your patience while we got back to you.

I appreciate it's taken us a while to sort this out for you. Ive chased your refund and our Refunds team have processed the payment of $71.01 on 14 April to your card ending ****.

We always use customer feedback to help us shape our policies. Ive shared your comments with my colleagues in the relevant team, and well use them to guide us as we improve our service.

Once again, please accept our apologies for this delay. If I can help with anything else, please contact me directly.

Best regards

****
******* ******* ******** *********
**** **** ********* *** ********
============================
Dear ** *****
An update from British Airways

Thank you for providing the additional information.
We understand the comments and we are happy to reimburse $70.00 for the bag charge. The best way to settle your claim is by bank transfer and it would be helpful if you could send me the following information:

- Bank name
- Branch name
- Bank country
- Routing number (9 digits - please provide the paper and electronic sort code)
- Account number (up to 17 characters)

You can send us your information by replying directly to this email. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.

Look forward to hearing from you. Best regards

****
British Airways Customer Relations
Your case reference is:********
==============================
Dear Dr *****
An update from British Airways

Thank you for contacting us.
We understand your concern, we can post a cheque to the **, we would just need your home address confirming, so we can arrange this for you.
Best regards

****
British Airways Customer Relations
Your case reference is:********
================================
Dear Dr *****
An update from British Airways

Thank you for confirming the details.
I've raised a cheque for $70.00 for the bag charge, and we ask you to allow up to 10 working days for the funds to arrive at your postal address.
Once again, please accept our apologies for the delay and thank you for letting us know.
Best regards

****
British Airways Customer Relations
Your case reference is:********
Customer Answer
Date: 06/02/2025
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:05/12/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ticket to ****************, but I was not refunded the ticket when they stranded me in ******, *******. I was told that I could reschedule my flight by BA employees, and that I just had to go to the counter at the Airport, due to the fact I was very dizzy. Further, the seating was not as initially indicated. Even worse, when I got back it was clear that several of my items were missing from my bags, and I have not included this here. My credit cards and California ID was stolen, and when I spoke to the ****** *******, **** ** ******** experience in the Airport, I was promised that the matter would be resolved. That has not happened, and that is a breach.
Business Response
Date: 05/28/2025
The following emails were sent 20May25, 21May25, 23May25, 26May25:
Dear ** *******
An update from British Airways

Thank you for contacting the US Department of Transportation. Your correspondence has been sent to Customer Relations and we have been asked to respond to you directly.
We're sorry to hear the issues you've raised and we understand why you needed to let us know. We'd like to thank you for your patience while we got back to you.
We've reviewed your case, and we're sorry to hear you were unable to travel due to illness. While we're unable to offer a full refund you are requesting, we're happy to offer $****** as a gesture of goodwill instead of the eVoucher we have issued.
The best way to settle your claim is by bank transfer and it would be helpful if you could send me the following information:

- Bank name
- Branch name
- Bank country
- Routing number (9 digits - please provide the paper and electronic sort code)
- Account number (up to 17 characters)

You can send us your information by replying directly to this email. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.

However, you may be able to claim through your travel insurance. If I can help by providing any information for your claim, please contact me directly using the link below.
Once again, please accept our apologies and thank you for letting us know.

Best regards

****
British Airways Customer Relations
Your case reference is:********
===========================
Dear ** *******
An update from British Airways

Thank you for providing the account details.
We would require a UK home address which relates to the **** account for a successful transfer, please could you provide this.
Look forward to hearing from you.
Best regards

****
British Airways Customer Relations
Your case reference is:********
===============================
Dear ** *******
An update from British Airways

Thank you for contacting us.
We're unable to raise your payment until we receive a UK home address which relates to the bank details you've provide this. We do require this for a succesful transfer, as soon as we receive this we can process your payment.
Best regards

****
British Airways Customer Relations
Your case reference is*********
==============================
Dear ** *******
An update from British Airways

Thank you for providing the additional information.
We've raised a payment of ****** as a gesture of goodwill. This will be by direct bank transfer in your local currency to your account and we request you to allow up to 5-7 working days for the funds to clear within the account.
Best regards

****
British Airways Customer Relations
Your case reference is*********
Initial Complaint
Date:05/12/2025
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"m trying to get British Airways to assign me and my 7 year old a seat. Their family seating policy is here. ****************************************************************************** "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. All children under 12 will be seated with an accompanying adult."There are currently many open seats and they will not assign a seat until 24 hours to ***************** reference: ****** Adult *** *** Child ******* *** ****** 19 Dec 2025 SFO-LHR
Business Response
Date: 05/28/2025
The following emails were sent 15May25 & 19May25:
Dear ** ****** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******An update from British Airways
Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations, and we have been asked to reply to you directly.
We know how stressful it is flying with little ones, and we want to ensure it's as enjoyable as possible. We'll not have ******* sit alone, so nearer the time to your departure date, we'll assign your seats for you, which will be free of charge. If you want this arranged sooner, we recommend choosing your seats in advance. There will be a fee to do so, and you can do this via Manage My Booking on our website.
Thank you for taking the time to contact us. Ive shared it with my colleagues in the relevant team, and were using your comments to help us focus on where we need to improve.

As with any large organisation, it can sometimes take time for us to fix problems, but nothing is forgotten, and were always working hard to improve. I hope youll see these positive changes very soon.
Thanks again for contacting us. We do hope you both have a lovely time flying with us from ************* in December.
Best regards
***
======================================
An update from British Airways
Thank you for getting back to us.
Please be assured, we won't allow ******* to sit alone, as she's too little to be by herself. If we need to rearrange other passengers, then this is what we'll do.
Thanks again for contacting us. Take care.
***
Customer Answer
Date: 05/30/2025
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:

Airline refuses to assist with family seating until days before departure

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

Sincerely,

*** ***
Initial Complaint
Date:05/05/2025
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 March 20, 2025 my wife and I boarded a flight out of ***** to ******** connecting in ******. That flight was rerouted en route to ****** because of a power outage that resulted in the closure of ***************. We were stranded in ****** and had to purchase a flight on another airline to finish journey. The cost of those two tickets were $592.61. We have not received a refund for the original second leg of that flight Heathrow to ********. We attempted to get British Airways to cover the $592 cost in direct case #********, which was denied. The flight was booked thru American and the reference ticket numbers are ************* **** ****** and ************* ******** ********. British Airways kept the money for the second leg of the flight (****** to ********) with out offering anything. We are looking for a refund of our additional out of pocket - $592.thank you
Business Response
Date: 05/21/2025
The following email was sent on 09May25:
Dea* ** ********
An update from British Airways
Thank you for your recent email.
I understand that ***************** made your reservation so we would kindly request you to speak to them and theyll arrange to refund part of your ticket for you. Once any applicable refund has been processed, please forward us your refund receipt and we'll be happy to reimburse you the difference for your alternative flight cost.
Once again, thanks for contacting us.

Best regards

*******
******* ******* ******** *********
**** **** ********* ***********
Customer Answer
Date: 05/21/2025
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 have done as British Airways asked and I placed a claim with ****************** I am still waiting for ***************** to reply. I shared with American the reply here from British. Please keep case open until we have a reply from American. thank you

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

Sincerely,

**** ******

Business Response
Date: 06/04/2025
The following email was sent on 03Jun25:
**** ** ********* ***************** ************* *******
An update from British Airways
We're are very sorry you are disappointed with the way we have handled your concerns.
As a reminder of our conversation. You're claiming alternative transport costs due to your flight being diverted. We've advised you to speak to ***************** and theyll arrange a refund for part of your ticket. Once any applicable refund has been processed, we request you to forward us your refund receipt and we'll be happy to reimburse you the difference for your alternative flight cost.
If ***************** advises no refund is due, please provide their correspondence as proof. Regrettably, we're unable to process any reimbursement until we receive this information.
We look forward to hearing from you soon.
Best regards

********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
British Airways Customer Relations
Your case reference is:********
Initial Complaint
Date:04/27/2025
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.
Refund for booked seats on cancelled flight.December 21, 2024 - Booked flight and seats from ******* to ***** via British Airways LALVQP for wedding. February 1, 2025 - Cancelled flight without penalty. $632.00 for seats non ************** can an airline hold money for seats that they can and mostly likely have reassigned to other patrons (possibly several times) prior to a flight. This is a money grab only and should not be allowed. We are seniors and rebooked a return flight with BA before realizing this unfair policy existed.
Business Response
Date: 04/30/2025
The following email was sent 30Apr25:
Dear *** ******* *****************
An apology from British Airways

Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly.
I'm sorry you've had issues getting a refund for the pre-booked seats that you purchased. I can confirm that you had prepaid $316.00 per person for seating on your booking. Normally, as per our Terms and Conditions, prepaid seating fees are non-refundable when a booking is cancelled.
However, on this occasion, as a gesture of goodwill, we are happy to refund the seating charges of $632.00 in full. 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
- 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).
I look forward to hearing from you.
Best regards

******** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
British Airways Customer Relations
Your case reference is:********
Customer Answer
Date: 05/08/2025
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:04/19/2025
Type:Order 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 bought upgraded tickets for Europe on British Airways through ***************** at a cost of over $5000. I was referred to British Airways to make seat choices, but was told that I had to pay an additional fee for seats unless I wanted to wait until check-in (24 hours before the flight). Therefore, I was forced to pay an additional $630. In essence, the $5000 tickets I bought did not include seats! I have complained repeatedly to British Airways and gotten only a runaround.
Business Response
Date: 04/30/2025
The following emails were sent on 23Apr25, 28Apr25 & 30Apr25:
Dear ** ***************** ***
Your feedback to British Airways
Thank you for contacting the ******************************** Your correspondence has been sent to Customer Relations and we have been asked to respond to you directly.

Were very sorry to hear about the issues you've raised with the seating and we understand why you needed to let us know about it. Wed also like to thank you for your patience while we got back to you.

We understand your request for the reimbursement of $630.00 for the seating charge for your trip and I've checked the details of your tickets. There would be a charge if you wanted to reserve the seats in advance. Free seating is only available within 24 hours before departure or check in opens based on the tickets you've purchased.
For future travel, depending on the cabin you are travelling in, or if you join the British Airways Club and achieve Bronze tier status or above, you will benefit from free seating.
I've enclosed the link here to our website with full details Choosing your seat | Information | British Airways

Once again, please accept our apologies, and thank you for letting us know.

Best regards

****
British Airways Customer Relations
Your case reference is: ********
===========================
Dea* ** *********** *********
An update from British Airways

Thanks for contacting us.
I understand the comments and as you've made the purchase through *****************, you would have to contact them directly regarding the information provided at the time of booking. They should have disclosed if seating was included in your purchase.
Best regards

****
British Airways Customer Relations
Your case reference is*********
===========================
Dear ** ********** ***************** ************* *******
An update from British Airways

Thanks for contacting us.
I understand your frustration, as you've made the booking directly with *****************, you would have to contact them directly to discuss. They will be able to investigate and assist with the information they have provided at the time of booking.
Once again, please accept my apologies, and thanks for letting us know.
Best regards

****
British Airways Customer Relations
Your case reference is:********
Customer Answer
Date: 05/01/2025
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 AnsAwer Here]
As expected, British Airways responded with double talk and denials and passing the blame for my complaint to others (namely, American Airways, which essentially served as the agent for my travel transaction). British Airways refuses to accept any responsibility for the very deceptive transaction that occurred despite the fact that they benefitted financially from it. I have asked repeatedly for someone in authority from British Airways to speak with me by phone. Of course, this has not occurred. If I can speak to someone from British Airways and that person can explain how this transaction was acceptable and not deceptive, I will drop my complaint.

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

Sincerely,

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

Business Response
Date: 05/12/2025
The following email was sent 09May25:
Dear ** *********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
An update from British Airways
Thanks for contacting us.
We understand your comments regarding the seating charge, and there would be a charge for pre-booked seating based on the tickets you've purchased.
As the booking was made directly with *****************, you would have to contact them directly to discuss the information that was provided at the time of booking.
Once again, please accept my apologies, and thanks for letting us know.
Best regards

****
British Airways Customer Relations
Your case reference is*********
Customer Answer
Date: 05/12/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is accepted, although it does not deal with the questions that I raised. I am no longer asking for a refund for the tickets that I purchased by necessity, but I again ask that I be given the opportunity to have a discussion by phone with someone in authority at British Airways. Thank you.

Sincerely,

****** *******
Initial Complaint
Date:04/14/2025
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.
British Airways is held responsible for missing our connecting flight at ******* and having to spend 1 night in ****** on our own cost. ***************** who ticketed the itinerary acknoledged that ********** regulation is applicable and that we should get the compensation but from British Airways as they were the ones operating the flight that led to missing the connection. Therefore, before initiating Court trial, I take this opportunity as last resort in solving this via an amiable way for both parties.
Customer Answer
Date: 05/09/2025
Better Business Bureau:

At this time, I have not been contacted by British Airways regarding complaint ID ********.

Sincerely,

******* ******
Initial Complaint
Date:04/04/2025
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 am filing a complaint against British Airways regarding an unresolved case of fraudulent activity on my British Airways ************** account.On July 18, 2024, more than ****** Avios points were stolen through unauthorized redemption. I immediately reported this on August 8, 2024, but have experienced consistent negligence and lack of accountability by British Airways since then. Despite repeated interactions (Aug 20, Oct 2, Nov 4, Mar 25, Apr 1-2) and assurances from multiple representatives, including Saswat, Kirti, and manager Sagar, the situation has not been rectified.The single formal response received on January 2, 2025 (Case Ref: ********) was inadequate, and the case was inexplicably closed without resolution. My account remains locked, and the total loss (including locked and stolen Avios points) is around ****** points, valued at approximately $1,400.I request your assistance to mediate with British Airways for immediate reinstatement of my stolen points, unlocking of my account, and a formal apology for this extensive mishandling.
Business Response
Date: 04/21/2025
The following email was sent 20Apr25:
Dear ** **
An update from British Airways
I can confirm that the BA Club audit team have unlocked your account and the missing Avios have been reinstated. Please accept our apologies for the length of time it has taken to resolve this issue.
We look forward to welcoming you back on board soon.
Best regards

*****
British Airways Customer Relations
Your case reference is:********
Initial Complaint
Date:04/04/2025
Type:Service or Repair Issues
Status:
UnresolvedMore 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 had originally booked a business flight with British Airway (BA226) to fly out on 4/2 from *********. However, the flight was cancelled. We were rebooked with Air Canada (AC8954 and AC852) from *************** on 4/3. The flight had a 4 hr delay, so we were going to miss our connecting flight from *** to ***. We were rebooked with Delta from ATL - EWR - LHR (DL2498 and UA146). The flight from ********* had a 3 hrs delay. Again, we were rebooked with Delta for a direct flight from ATL to *** (DL36z). The flight was delayed for 3 hrs again. And our luggage didnt arrive to our destination due to multiple rebooking. ***** also couldnt honor our original business class tickets. We were downgraded. Our hotel wont refund us due to circumstances we cant control. This whole process has caused us significant emotional and physical stress as well as financial loss. It is not how we imaged we would start our trip.
Business Response
Date: 04/21/2025
The following emails were sent:

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Customer Answer
Date: 04/25/2025
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,

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

Customer Answer
Date: 06/05/2025
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:

To whom it may concern,

My name is **** *********

I am emailing regarding my claim with British Airways. British Airways did agree to compensate us for 1040 GBP, hotel reimbursement and the fare difference in original payment format. We did receive checks for 1040 GBP and hotel reimbursement. However, we have not received the fare difference in original payment format. I emailed British Airways last week, but I have not heard back.

Thank you,
****

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

Sincerely,

**** ********
Initial Complaint
Date:04/02/2025
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.
On March 18th I took a flight with British airways to ******. Booking Reference Number ******. Upon arrival to ****** on the 19th I check my email after getting to baggage claim to find my luggage was lost and that British Airways filed a claim on behalf. I called several times to get updates on my luggage. Customers service with ********************** telephone support was rude and lack any kind of empathy.(******) They said they had no way of contacting the airport to inquire where it was. This caused a problem for my event and overall experience in ******. I was traveling for my birthday. I Called again the next day and still no update. I finally wokeup to an email saying baggage located and it would arrive to me sometime on Friday the 21st. Upon receving my items I notice my baggage had been opened and stuff had been stolen. As you can probably understand I was already very frustrated this caused even more anxiety. My ****************** Bose Speak ***** Sunglasses Supreme Toiletry Bag Facial Products Fenty Bose Bluetooth Speaker Were all stolen. I have been in communication and they stopped responding to me. Im beyond frustrated with British Airways. I never expected this to happen to me. They are not taking any accountability for this. Repeating to me we tell people dont pack valuable items in your check bag. I responded to them all my items are valuable how could you say that. I provided receipts for 4 out 6 items that could remember I missing. I honestly feel it could be more items. I was celebrating my **** and had items for me and other people in my checked bag. Truly this ruined alot of things for me. Sunglasses can not be replaced with the prices from receipt prices have went up. Thats another one of my frustrations. I really want my things back.
Business Response
Date: 04/09/2025
The following email was sent 04Apr25:
Dear ** ********
An update from British Airways

Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly.
Thank you for providing receipts for your purchases and the items you found were missing from your bag.
I can see that we have already paid you $508.32 and you are claiming an additional amount of $1483.76. You have not supplied receipts for all of the items so based on this Im sending you a contribution in the amount of $800. I have raised a payment for $800, which will be paid directly to your **************** Account. Please allow ******************************************** your account
I know this is less than you were hoping for. However, you may be able to claim the rest through your travel insurance provider.
Once again, please accept our apologies for your experience on this trip. We recognise you have a choice when it comes to booking your flights, so we thank you for choosing to travel with us.
Best regards

*****
British Airways Customer Relations
Your case reference is:********
Customer Answer
Date: 04/10/2025
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]

This amount is absolutely unacceptable, and I demand to speak with or be in communication with your superior. This amount does not begin to accommodate me for the ruined vacation British Airways cause nor does it follow British Airways own policy of liability.
You care consolidating what was provided to me in order to survive without my luggage while in a foreign country with the items that were stolen out of my luggage due to British Airways neglect and failure to act in a timely manner to correct their mistake.
British Airways Liability policy states "in case of baggage delay, the air carrier is liable for damages unless it took all reasonable measures to avoid the delay or it was impossible to take such measures. The liability for baggage delay is limited to ***** SDRs (USD Conversion 1,726.28" (**********************************************************************************). British Airways was beyond unprofessional and made it impossible to track where my luggage was for two days of my 4 day trip. It took no reasonable measures to retrieve my luggage in a timely manner or provide me any updates on the whereabouts of my luggage. I myself did the heavy lifting in trying to track down my luggage to be met with no help from British Airways customer service. I was provided with a flight number and time that my luggage was supposed to be on. I called several times to be met with extremely rude customer service and was told my luggage was not on that flight and there was no way to track where it was. There was no forthright communication from British Airways in trying to locate my luggage until the day it was being returned. I called every day. Speaking with the last representative who was supposed to try and track down my luggage and call me back. That never happened. Unacceptable. I was FORCED to go and purchase clothing and toiletries on day two. I was very considerate in my purchases and accepted the amount given to me for those purchases due to your negligence. British Airways should not be taking this portion of what was given to me into consideration when calculating the value of the items that were stolen from my bag in your possession due to your own negligence.
Furthermore, British Airways negligence makes them completely liable for my stolen property even under its own limited liability policy. This can easily be proven with the subsequent events and communications that took place between myself and British Airway as outlined above. It is of no coincidence that my zipper on my bag was not where I left it (I am a constant traveler and always leave my zipper in the same place) and that all of the items that were sitting on top of my bag - my toiletry bag, LV belt, speaker - to name a few, are all missing/stolen. Meanwhile, the charger to that very speaker was still in the bag when returned to me as I threw it in the before placing the speaker in.
British Airways should simply do the right thing and return the $1483.76 as I have taken into consideration your very own limited policy excluding jewelry that was also in my toiletry bag. I have provided receipts for my claim outside of the Bose SoundLink Revolve+ II Bluetooth Speaker $229 which I now only have the charger for as the speaker itself was stolen out of my luggage and the toiletry bag itself ($150). No one thinks to save receipts of a speaker or a toiletry bag. A reasonable person would not think to do so nor should a reasonable person in their day to day activities be expected to.
In conclusion, British Airway was extremely negligent in the handling of my luggage, locating my luggage, and returning my luggage to me in a timely manner. You left my luggage available and susceptible to damage and harm which ultimately happened and happened under your care. The $508.32 was provided to me as compensation for the items I needed to survive under circumstances British Airways placed me under due to their negligence. It should only be in discussion as to illustrate the timeline but not to limit the claim under British Airways/Iberia's own liability policy. While I strongly believe British Airways should refund me the total claim of $1,483.76 for my stolen items, British Airways should minimally compromise and reimburse me for the items with the receipts sent to you totaling $1,104.76.
I will be expecting a response from your superior no later than 4/11/25 British Airway with a honest willingness to compromise as I make this offer in good faith to settle this claim.

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

Sincerely,

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

Business Response
Date: 06/02/2025
The following email was sent 01Jun25:
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.
We're sorry you're unhappy with the way we've handled your concerns.
Our records show that we've reimbursed you in total $2,034.91, which is the maximum liability limit for your delayed baggage and you responded on 11 April to acknowledge that you were happy with the outcome.
Once again, we're sorry to hear about your experience.
Best regards

*******
British Airways Customer Relations
Your case reference is:********

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