Complaints

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

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• 

  British Airways

  11 W 42nd St Fl 24 New York, NY 10036-8002

• 

  British Airways

  1830 K Street NW Washington, DC 20006

• 

  British Airways

  2370 W Airfield Dr # 100 Dallas, TX 75261

• 

  British Airways

  PO Box 62173 Houston, TX 77205

• 

  British Airways

  710 McDonnell Rd San Francisco, CA 94128

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:04/04/2024

  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.

  British Airways advertises a "Best Price Guarantee" (*************************************************************************************) for their tickets which says that if you can find the same British Airways flight through a different website at a lower price they will match the price and issue a refund for the difference. When I was booking my flights I found that two websites were offering the ticket at a lower price, and submitted all the supporting documentation they requested when I booked the tickets on March 14, 2024. They later sent a response back saying: "we can't proceed further with your claim, as the date on the screenshots isn't matching the date when you booked with us directly." I have checked the document again and both the screenshots and the booking are for March 14, 2024. I have followed up with British Airways four times telling them this is incorrect and asking them to provide evidence that the dates are different and for them to specify the different dates they are referring to and have not got a response. They don't have any contact number to call and only have an online form to fill in. I don't know what else to do as as they are denying my claim without providing any evidence to support the fact the dates are different (which I have checked is completely false).I have attached the flight booking, screenshots to support the price difference they requested, and the response from British Airways.

  Business Response

  Date: 04/22/2024

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

  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 respond you directly.
  I'm sorry to hear the problems you've had with our Best Price Promise.
  I have looked into this for you, and can see what the issue may have been.
  The date on your booking was infact the 12 March, and the screenshots provided are dated the 14 March, which was not the day you made your booking. As the dates do not correspond, the difference in price would not be refunded. 
  I hope this helps explain the situation. If there is anything further I could help you with, you can contact us directly using the blue link below. 
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 04/23/2024

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

  British Airways have responded by saying the booking date was March 12, ******************************************** my e-ticket booking (that I provided a copy of), the booking date of the ticket was March 14, 2024. On March 12, I paid to hold the fair but this was not the date of the booking. The date I booked and paid for the ticket was March 14, 2024 which is the same date as the screenshots provided. As the booking date and the screenshot dates match - I am entitled to the price guarantee. 

   

   

   

   

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

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

  Business Response

  Date: 05/01/2024

  The following email was sent to ******************* on 30Apr24:

  Dear *******************
  
  An update from British Airways
  Thank you for your reply.
  However as previously explained, although I appreciate you booked and paid for you booking on the 14 March, as you say you paid to hold the fare on the 12 March.
  The price for the booking was held for that date (12 March) not the date of booking. So as you advised, you actually paid and booked the flight on the 14 March, we would have needed the price to mirror that of the day you booked to be able to offer the best price promise.
  We know this experience didnt meet our usual standards, and so Id like to offer you an eVoucher for $300.00, which I hope goes some way towards making up for what happened. There are full details about how to use this here.
  
  
  
  ******** ******* **************
  ***** ********************
  ***** ******** *******************
  ****** *******
  ****** ***** ** ***** ****
  
  
  Just to make you aware, when you make a booking using your eVoucher, you will need to enter the email address as listed above and your name must not contain any special characters, such as a hyphen or apostrophe.
  Once again, please accept our apologies for yoor experience on this occasion. if there is anthing further we could help with, you can contact us directly using the blue link below. 
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:04/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight from ****** to ****** with British Airways in Dec 2023. The return flight from ****** was cancelled by British Airways last minute it was a disaster I am 82 old in a wheelchair. They had us sitting with no explanation for hours. I had to stay over in a hotel which British Airways paid for I was separated from family as I said I'm in a wheelchair and depend on family for assitance. They place my sons on different flights back to ****** which is where I should have went as I live in **. They put me on a flight to ******. I arrived midnight and had to take an uber which my daughter had to setup on her account as I don't have uber app and dont know how to use it. The bill is under *********************** account who lives in ********. I have attached.The uber from *** NY to my home in ******** was which I will upload. I have a very detailed case filed with BRITISH AIRWAYS as they told me they would reimburse my expenses that was from Jan we are now in April they continue to send emails saying I am in the que for review just give me my money this is ridiculous. I was inconvenience a longer trip home in pain. I had to pay extra fees to the pet sitter which I also submitted. Why won't British Aiways reimburse my money. This I the worst airline that continues to be in the news for its poor treatment of passengers.Case filed with BRITISH Airways for refund is #******** I have attached one of the emails they sent for reference.

  Customer Answer

  Date: 04/29/2024

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

• Initial Complaint

  Date:04/03/2024

  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 a flight on 2/28/24 Booking ref ******. As soon as the flight was booked, 3 other charges showed up on our account for different dollar amounts. In total our card had 4 charges. The first one had the correct amount of $3415.70 and the 3 were frauds that were $1000.30, $1111.80 and $1303.60 . I then contacted **** because I did not authorize the additional charges. The dispute was good on ****s end for the 3 frauds and the original charge was set to go through. I then called BA back to make sure that the flight was good and everything was charged. The agent that I spoke with assured me everything was good and that the flight was booked. Keep in mind I called BA no less then 4-5 times to make sure that my flight itinerary was secure. On 3/14/24, I received notification that the original booking charge had been credited back by BA to my account. I then in turn contacted BA today 3/19/24 inquiring why it was cancelled. I was told by the BA agent my iternatry was cancelled and that there was nothing they could do about it and that I would need to go to the airport to rebook the flight. I inquired about re-booking the flight, but the prices were no longer the same price. I was then retold that I would need to go to the airport to book the flight as there is nothing that can be done. Why would I need to go to the airport to rebook a flight? This makes no sense. I asked for a manager and I was transferred to ****** PA (the name she gave me). She instructed the same thing that there is nothing she can do and that I shouldn't have contacted my **** for the fraud that was on my account. Basically she was saying that I should have let the fraud go through in order to get the flight. She further stated that I need to go into the airport to book my flight. Keep in mind, this is not a resolution as the airport in not anywhere close to me.

  Business Response

  Date: 04/22/2024

  The following email was sent to ************************* on 15Apr24:

  Dear ***************
  
  An update from British Airways
  Thanks for contacting the Better Business Bureau. Your case has been passed to Customer Relations for handling.
  I've looked into the problems you encountered with your card payments. It appears your bank had suspected there was fraudulent activity and had cancelled the payments. To avoid any further complications, our security team advise that customers using the card present the card in person, which would be done at the airport to pay for the booking. This is done to ensure the card is not stolen, so that an in person agent can check it is the correct card, hence the advice was given for you to do this at the airport.
  I appreciate this was not explained properly to you, which I agree would have caused further confusion at an already stressful time.
  I want to assure you that the purchase was refunded in full. I contacted our Refunds team who have confirmed the refund was processed under the reference *********************** which your bank account provider will be able to locate the payment with.
  We take security very seriously at British Airways, and carry out periodic checks to ensure our customers data is secured. The slightest sign of any unusual activity can trigger our security team to liaise with the banks in order to protect our customers money.
  If you still require further assistance in rebooking, call our contact center and one of our agents will be more than happy to assist in looking at finding you a suitable alternative to what you had originally booked.
  Thanks again for following this up with us and I hope we have the opportunity to welcome you on board in the near future.
  
  
  
  Best regards
  
  *********
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:04/02/2024

  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.

  On May 27,2023 we missed our connecting flight in ****** through no fault of our own....after waiting in line for over 4 hours for hotel and food vouchers we were told their hotels were full, to figure things out on our own, save our receipts and we would be reimbursed. After filing on their website (REFERENCE #********), checking it numerous times (only to get a message every time that says they are "working on it"), faxing their NY office twice, sending them letters twice (once certified mail), trying to call but it never goes through..... we are still waiting and its been almost a year!!!! Totally unacceptable! Please help us get our money back..... to have to figure all this out at around 8pm in a city we were not familiar with (******) was very scary and something we never want to go through again

  Business Response

  Date: 04/17/2024

  The following email was sent to **************** on 15Apr24:

  Dear ***********
  
  An update from British Airways
  
  
  
  Thank you for contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations and we have been asked to contact you directly.  
  I understand from your email that you're chasing a claim for your expenses when your flight was disrupted on 27 May 2023. I've looked into this for you, and I can see that we have emailed you on several occasions advising that we are happy to settle your claim for $667.38 in full, and requesting your bank details.
  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.
  
  Thanks again for getting back in touch, and I'm looking to hear from you soon. 
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 05/10/2024

  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:03/25/2024

  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 traveled with British Airways business class from **** ******** on Nov 3rd, 2023 and my destination was *************, ***. When we landed in **************, I received a text that my connection flight is cancelled and they have rebooked me for the next day flight to ************* from ***********************, which is very far from **************. I had to pay $125.35 for Uber to go to a hotel, which I paid $467.58, paid $244.12 for food, the next day a taxi fare of $118.06 to go to ***************. Upon arrival, I filed a complain and on December 20th, I received an email from British Airways that I am *********** $954.15 and it should be paid to me shortly. I have not received any payments from them, and I have tried to email them but no response, and when I call they won't answer and tell me to file complaints online. I request to be refunded for the $954.15. I am surprised that they treat their customers in such way, specially when you spend more money and upgrade to business class.

  Customer Answer

  Date: 04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/20/2024

  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.

  My husband and I purchased tickets on British Airways flight 189 for a flight Dec 18, 2023 from *** to ***. Due to mistakes made by British Airways we were unable to board our flight and were transferred to a later flight, BA 181. We ultimately arrived at *** over 3 hours after our original flight was scheduled to arrive, thus we are *********** $650 in compensation for each passenger (myself and *******************, my husband) based on ** rule 261/2004. We have contacted BA (initial email sent December 19, 2023) but have not received a response. Details of the issue: The day before our flight we were unable to check in online and spoke with BA representatives by phone twice on 12/17/23 and once on 12/18/23. BA reps told us for some reason our ticket had been issued twice but assured us they fixed the problem and we would have no issues with check-in. They even assigned us seats over the phone although they were unable to check us in prior to arriving at the airport.We arrived at ******** on 18 December, 3 hours before our flight, and waited in a long check in line. We eventually got to an agent who tried multiple different times but was unable to check us in due to BA's mistake in booking the tickets twice, and she told us she needed to cancel our original flight and then rebook us. This could only be done by telephoning a booking agent, where she was placed on hold for 20 minutes, got disconnected, and they had to call back again. Ultimately, ** was unable to resolve the problem in time for us to board this flight so we were bumped to the later flight, arriving at our destination over 3 hours late.We know the ** law entitles us to $650 per ticket. We have sent an email as well as applying for this refund on BA's site but have only received standard emails stating they are "working on the problem" and are dealing with an unusual number of complaints. It has been three months since this incident and we would like our refund of $1300. Thank you

  Business Response

  Date: 04/08/2024

  The following email was sent to **************** on 01Apr24:

  Dear ***************
  
  An update from British Airways
  Thank you for contacting the *******************************. Your correspondence has been sent to Customer Relations and we have been asked to respond you directly.
  We have looked into the details of your case and we are aware that a duplicate booking was made by ****** Airlines. We will be passing on the details of your complaint to ******. They will investigate this further, and contact you directly.
  Once again, thanks for contacting us. We hope we can welcome you on board again soon
  
  
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:03/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband, baby, and I booked a flight to ****** from ********* for a total of $3,678.10 which was charged on November 9, 2023. The flight time was changed by BA, and at this time, we decided due to safety issues concerning the coronavirus surging that we did not feel safe traveling with our baby. I called BA to take our lap child off the flight and to change the days of our fight, to which ** responded that we had the ability to change the flight at no additional cost since BA had changed the original time of our trip. Before we committed to confirming the change, I asked the BA representative multiple times for the total of our trip, to which he responded that it would be $3,234.96 total. Shockingly, my husband was then charged another $3,250.96 on January 14th, making our total expenditure for the trip $6,929.06. Due to the language barrier between BA and myself, it was not made explicitly clear that we would be paying double the price of our original trip to make a simple change. I did ask the representative several times before confirming the change and explicitly asked for the cost of the new flight, and was never told it would be double the cost of the original flight- otherwise we would have never authorized the change.We originally requested to change our flight due to concerns with the coronavirus surging and no longer feeling it is safe to travel with our baby, however, the price increase was not explained to us due to the language barrier and improper communication between BA and myself. Due to these circumstances, I am requesting a refund for the additional $3,234.00 charged. Thank you, and I look forward to hearing from you promptly.

  Business Response

  Date: 04/08/2024

  The following email was sent to ******************** on 07Apr24:

  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 respond you directly. 
  
  I'm sorry you're unhappy with the fee you were charged to amend your booking. I understand why you needed to contact us about this. Wed also like to thank you for your patience while we got back to you. 
  As previously mentioned, any changes to your booking may be subject to change fees. I appreciate you feel you were incorrectly charged without consent. I understand this is something you feel strongly about, and I'm saddened that our previous replies have disappointed you.
  I've looked into this for you and can see notes added to the booking, at the time of your call, stating the change fees.
  While I appreciate your reason for asking, we're unable to offer a refund of the change fees on this occasion.
  Were passionate about our airline and the service we offer our customers. It's important for us to make sure we meet our customers' expectations. Receiving your comments will help us identify if our aim to improve the customer experience is working and is on the right track, so we know where to focus our attention.
  
  Once again, thanks for getting in touch and we're sorry that the experience you had didn't meet your, or our, expectations this time. We look forward to welcoming you on board again soon.  
  
  
  Best regards
  
  *******
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:03/14/2024

  Type:Delivery 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.

  My luggage was delayed for 3 days while in *********, ********. I filed a claim for $321.70 and it was approved by British Airways on 10/22/23. To date after my emails, the last one being 2/6/24. I have still not received my money. They have quit responding to me. My case number is ********.

  Business Response

  Date: 04/08/2024

  The following emails were sent to ************************ on 26Mar24 & 27Mar24:

  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 very sorry to hear you still haven't received your payment for $321.70. We can see an email was sent to you on 23 March advising the recent bank transfer had also failed and we requested new bank details.
  Therefore, 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.
  We would recommend contacting your bank and asking them to confirm the bank details needed, specifically the paper and electronic routing number, to avoid any potential errors.
  
  Alternatively, we could send you a cheque if this is an option you would prefer. If so, please let us know your full address where you would like it sent to.
  Thanks again for contacting us. We apologise for your experience on this occasion. 
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear **********************
  
  An update from British Airways
  Thanks for your recent email reply.
  I've arranged for a cheque for $321.70 to be sent to the address you've provided. This may take up to 21 working days to be received. Please don't respond to this email in the next ***** hours, as this may delay the payment being processed.
  Thanks again for contacting us.
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is*********

  Customer Answer

  Date: 04/09/2024

  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:03/07/2024

  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.

  Ticket was purchased on 11/03/2023 in the amount of $1364.00. The ticket was booked through Expedia but the airline was British Airways with a confirmation # of ******. My mom (**************) who is 72 years old boarded a flight from ******** **** (***) to *****, ***** ACC. Her layover was supposed to be in ******* ******** (***) and ****** ******* (***). They allowed her to board from *** to *** but when she got to ***, they decided to return her back to *** with a reason of her not having the necessary document (which is a lie because my mom had everything needed hence they allowing her to board the plane to begin with. She is an American citizen). I tried dealing with Expedia to resolve the issue so my mom can board another flight but that never happened. I ended up purchasing another ticket from United Airlines.I have tried on numerous occasions to have British Airways resolve this with us to no avail.

  Business Response

  Date: 03/28/2024

  The following email was sent to ******************** on 22Mar24:

  Dear **** *****
  
  Your response from British Airways
  
  Thanks for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to respond to you directly.
  I understand that you were denied boarding for your flight from *******, due to not having the correct documentation to travel.
  I note that American Airlines allowed you to travel from ********, ****. However, on arrival at *******, you were advised that you shouldn't have been allowed to travel and had to go back to ********. I completely understand how distressing this must have been for you.
  In your email on 02 January 2023, you've mentioned that you were advised that you didn't have a ** **** in your passport. However, I note that you have disputed this, and that you had all the necessary documentation to travel.
  In order for me to look into this further for you, can you please let me have a copy of your travel documents? You can send these details in the following ways:
  Click here to upload scans
  
  
  
  Post them to:
  British Airways Customer Relations
  ***********************************
  **** *****
  ********* ** *****
  ***
  
  
  If you send ** any documents in the post, please add your Customer Relations reference number to them this is *********
  I look forward to receiving your information and dealing with your claim.
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is*********

• Initial Complaint

  Date:03/06/2024

  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.

  I flew with British Airways on Dec 02 from *** to ***(Confirmation # ******). Upon arrival, both my checked bags were not arrived. I filed missing baggage report in airport(File Reference # **********).After multiple follow **** I received one bag on Dec 09 with contents inside my bag were damaged and missing. I have never got my second bag till date.I have submitted multiple claims with BA regarding these baggage issues. Though it's been 90 days that I completed my travel, I have NOT received any communication from BA regarding following claims.******** - Submitted expense reimbursement request on Dec 08 as I had to purchase some dresses and shoes for delayed bag.******** and ******** - Submitted this on Dec 15 for damaged and lost content on the one bag I received.******** - Submitted this on Dec 25th for lost bag(I had to wait for 21 days to file this log bag claim).I am very dissatisified with BA claim processing. They do NOT have any direct number to **** out . All I can do is to fill an online form for status update, to which they never respond. I have NOT received even single communication in the past 90 days. I can NOT wait forever on this.

  Customer Answer

  Date: 03/31/2024

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