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:03/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my roundtrip flight on December 9th for $1678 total for a BA flight facilitated by ********. The day prior, after trying to contact the business for several days but being on hold for 3+ hours, I was finally connected to customer service. I told them I wasn't feeling well and was wanting to rebook my flight. They told me if I medically changed my flight I would still eat the cost of the ticket anyways, and they wouldn't refund or issue a credit. I arrived for my flight at *** on Dec 27th, checked-in at the ticketing counter on time and received a boarding pass. My father mentioned I was anxious about flying and asked how the flight attendants handle anxiety, and the woman at the ticketing counter said "So you want to cancel the flight because you don't feel well?" and immediately called someone to cancel without waiting for a response. This may be because I have a voice disorder that causes a hoarse voice and she assumed I was contagiously sick. I was still willing to fly. The ** employee at the ticketing counter called and canceled my flight, but assured me my return flight would be kept. She told us she noted in my record that I was not a no-show. My father was there to witness this. I contacted ** that night, who transferred me to BA who refused to refund me, offer me an airline credit, or rebook my return flight. I emailed them multiple times asking for clarification and they stopped responding after I replied to their first email. I asked if my complaint could be escalated to the next level of leadership. They didn't respond. They told me to refer to the conditions of carriage, but when I asked if they could provide me with the copy I agreed to, they did not reply. According to the conditions of carriage on their website, I was not in violation. I have all of the email correspondence. Case: ********

  Business Response

  Date: 03/14/2024

  The following email was sent to ***************************** on 14Mar24:

  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'm sorry to hear that you're unhappy with the outcome of your claim for a refund of your booking, ******. I've looked into this for you, and in your emails you advise that American Airlines added a note to your booking to advise that you weren't travelling. I've reviewed your booking, and there are no notes from American Airlines. Therefore, based on this, you are entitled to a refund based on the fare rules of your ticket. I can see that on 28 December you spoke to our Change Booking team and this was discussed and confirmed with you.
  Unfortunately, you are not due any additional refund. Depending on the type of travel insurance you purchased, you may be able to claim for the outstanding amount through your travel insurance provider.
  Although we are unable to offer you a full refund, Id like to offer you an eVoucher for $800.00, 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.
  Thanks again for getting in touch, and I'm sorry this isn't the outcome you were hoping for.
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 03/14/2024

  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:03/04/2024

  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 have purchased Premium seats on a trip to ****** from ***, flight date ******. I was unable to choose seats that can accomodate my husband who is disabled, and additionally I would like to sit next to him if possible. The only seats offered were in the middle of the row and at a window, neither of which my husband can access. I called customer service at ************ on ****** and was told the agent had to email a request to another **** and someone would get back to me within 48 hours which has not happened. I called again ****** spoke to ****** who also could not help me. Their answer is to wait until 24 hrs before the flight to see if seats have opened up. That gives us both great anxiety and all I am asking for is a seat that my disabled husband can access. Booking reference 3AAPGM and executive club membership ********. Passengers are myself and ****************************************. I am looking for contact from British Airways and seat assignments.

  Business Response

  Date: 03/14/2024

  The following email was sent to ************************************* on 13Mar24:

  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 problem with your seats, and understand why you felt the need to get in touch.
  I have looked in to this for you, and unfortunately there are no alternative seats available to accomodate you and your husband. I can see you have been allocated adjacent aisle seats for your outbound journey. For your return you have a window and an aisle seat.
  However, I can see that a note regarding your husband's disability has been added to the booking, so if you wish you are able to change the seats online.
  According to the ******************************* 14CFR part ****** as a carrier, you must provide seating accommodations to passengers on request, if the passenger self-identifies to you as having a disability and the type of seating accommodation in question exists on the particular aircraft.  It's unclear if any regulatory violation has occurred as we did assist with assigning seats for the two of you. If you feel your disability complaint is still unresolved, you have the right to file a complaint with the *******************************, Aviation Consumer Protection Division. 
  I hope you find this information helpful. 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: 03/14/2024

  Better Business Bureau:
  
  I am accepting this response just because I am done with these people.  The only reason I have seats assigned at all is because I checked and checked myself, and all of a sudden a bunch of seats became available. NO ONE EVER CALLED OR CONTACTED US WHEN THESE SEATS WERE MADE AVAILABLE- IT WAS ONLY DUMB LUCK THAT I GOT THEM AT ALL.I am disappointed with British Airways. Obviously the seats were not booked, they were just being held back by the airlines, and I think they should have made accommodations for us with a disability.
  I cant believe the BBB would accept this as a response as BA DID NOTHING TO HELP US AT ALL.
  
  Because I have seats now I will let this go but I hope in some way the BBB is able to make note of lack of service on the part of BA.
  
  **** ***************** *********.
  
  Sincerely,
  
  **** ***************** *********
  
  
  
   
  
  

• Initial Complaint

  Date:03/04/2024

  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.

  Tried to buy airplane ticket on BA website, and got an error message saying transaction did not occur. So I purchased BA ticket on **************** Travel site. Even though I got an error message, BA actually booked ticket. So now I have a duplicate tickets for same flight - one purchased on BA website, one purchased from **************** Travel. Record locators are ****** and ******. Same passenger, same flight-clearly a duplicate. Duplicate tickets ARE refundable, but BA is not refunding the second ticket because it was purchased from a travel agency site (due to erroneous error message on BA site). That is wrong; and I'd like a refund for the duplicate ticket.Also, the customer service **** ***** refused to let me talk to a supervisor about htis!

  Business Response

  Date: 03/14/2024

  The following email was sent to *********************** on 14Mar24:

  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 difficulty you are having with your duplicate bookings. I have looked at them both, and can see that neither booking has been travelled on. As this is the case, I will request a refund on our booking ******.
  This can take up to 21 working days so really appreciate your patience.
  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: 03/14/2024

  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:02/28/2024

  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.

  British Airways canceled a flight I booked. They rebooked me to a later flight that caused me to get a hotel, and entitled me to compensation (as declared by laws about passenger delays). I filed a claim on October 16, 2023 and they responded January 16, 2024 confirming I was entitled to compensation. In that January 16 email, they stated I would be paid within 28 working days. This has not happened, and it has now been 30 working days. These time-frames are unreasonably slow to begin with and it's unacceptable that they aren't even meeting the timeframe they promised.

  Business Response

  Date: 03/14/2024

  The following email was sent to ********************** on 04Mar24:

  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 your two payments that you were advised were being processed to your bank account. I've looked into this for you, and the two payments were processed by our Payments team on 16 January to your US Bank account ending in ****. The two payments would show in this account within 21 working days. If you haven't received the two payments I'd be grateful if you could reply to this email, using the blue link below my name and confirm 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) 
  We will then contact our Payments team and ask them to investigate this for you. Unfortunately, were unable to arrange for any payments to be paid to a credit card.
  Thanks again for getting in touch, and I hope this helps. 
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 03/15/2024

  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:02/26/2024

  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.

  British Airways agreed to a refund of $759.79 for personal expenses incurred when they lost my luggage. The case # is ********. On December 17th, 2023, British Airways agreed to refund my out of pocket expenses per their contract of carriage rules but unfortunately they have not reimbursed me yet. They keep stating that they have issued payment but the funds have never been received in my bank account. Upon checking with my bank ***************** *****, they also confirm that there has not been any attempt to transfer funds to my account.

  Business Response

  Date: 03/07/2024

  The following email was sent to ****************** on 28Feb24:

  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 have reviewed your claim ******** you had filed with us for reimbursement of your out of pocket expenses you had while your bag was delayed.  I see the first bank transfer dated 18 December 2023 was rejected because the routing number was incorrect.   
  
  After confirming with **************** that the bank transfer was rejected, we then arranged a new bank transfer for the same amount of $759.79, on 08 February 2024 to your Chase account ending in **** and should have been received by now.  
  
  Please only reply to this email if you have not received payment as noted above. 
  
  Thank you for getting in touch and giving me the opportunity to respond. We hope to welcome you on board one of our flights again soon. 
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer Answer

  Date: 03/12/2024

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

  [Your Answer Here]

  I can 100% confirm that I have not received the refund to my bank account.  Please check again with your AP department.  Thank you, ****
  

   

   

   

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

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

  Business Response

  Date: 04/08/2024

  The following email was sent to ****************** on 27Mar24:

  Dear *************
  
  Thank you for following up with us regarding the payment we had arranged for you this past February. 
  
  Please accept my apologies for the delay in getting back to you about it.  I have confirmed with **************** that the payment we had requested on 08 February was rejected due to an incorrect routing number our agent mistakenly used. 
  
  I have requested a new one in the same amount of $759.79.  Please allow 28 days for credit to post to your ***************** ***** bank account ending in **** routing number *********.  
  
  Thank you again for getting in touch.  We hope to welcome you on board one of our flights again soon.   
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:02/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked an international flight for my wife and I through American Airlines (AA) and this itinerary included one AA Flight operated by British Airways (BA). AA Confirmation Code: ****** BA Confirmation Code: ****** When booking the flight through AA I was able to pick my AA seats for a small fee but not the BA flight. On the same day, I went to BA to pick my seat for the BA flight and picked two exit row seats that cost a total of $300. That same day (all well within 24 hrs) I had some family health changes that no longer enable me to take this trip and I had to cancel these flights. AA refunded all of my money (including the $ for seat selection) because I canceled within the 24 hour window. and told me to reach out to BA for the $300 refund. I would like to call out that I booked the flight, picked my seats/paid BA, and cancelled all well within 24 hours. There is a law in the *** that if you cancel a flight within 24 hours the airline has to refund you. I called BA and they confirmed it was within the 24 hour period and told me to file a complaint. So I did and they refused to refund my money. Detailed response from BA attached. I do not understand how I can not get a refund or any type of customer service help (even a flight credit, partial refund, gift card) from BA on this as I have now paid $300 for a service I never received. Said differently, BA is profiting $300 off of a consumer (me) for a service they never performed to the customer. This doesnt make sense, its not how any other airlines operate, and its unethical and not in accordance with the *** cancellation law. Thank you for helping me find a resolution to this problem! Thank you, ****

  Business Response

  Date: 02/26/2024

  The following email was sent to ********************* on 26Feb24:

  Dear ***************
  
  An update from British Airways
  Thank you for raising your complaint through The Better Business Bureau. I was sorry to read that your father has recently been diagnosed with cancer, and about the issues you experienced when trying to cancel your booking. You were right to escalate your complaint. We'd also like to thank you for patience whilst we responded.
  I understand you've been advised previously that we're unable to issue a refund of your prepaid seats. Ordinarily, this would be correct, as we don't refund seating charges when a customer has cancelled their own flight. This is because there's still a cost involved for us to arrange your seat.
  However, given the circumstances, we have expected this to be handled in a more sensitive manner. Whilst I cannot refund the charges to the original form of payment, I'd like to arrange a bank transfer for $300.00 to ensure you aren't out of pocket for the prepaid seat assignments. 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, we're very sorry for the experience you've had with us. I look forward to hearing from you.
  
  
  
  
  
  Best regards
  
  ****
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 03/04/2024

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

  I have not received payment yet.  I provided all the necessary information requested to BA and I have not heard back yet. 

   

   

   

   

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

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

  Business Response

  Date: 03/13/2024

  The following email was sent to ********************* on 06Mar24:

  Dear ***************
  
  An update from British Airways
  Thanks for getting back in touch.
  
  As discussed, I've now arranged a bank transfer for $300.00 using the details you've provided.
  
  The payment could take up to 21 working days to reach your account. Please don't respond to this email within the next ***** hours, as this may delay your payment from being processed.
  
  Once again, we're sorry for the experience you had with us this time. We hope we have the chance to welcome you back on board soon.
  
  
  
  Best regards
  
  ****
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:02/20/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 14th of October, my wife and I missed our connecting flight from ****** to *****, (I* ****), in which we had Business class seats ******* assigned. We missed our flight as a result of a 12-hr flight delay with our connecting flight from Las Palmas Gran Canaria to ******, (IB 3835 was delayed due to a parts problem with the plane). We had to stay in ****** overnight and catch the next I* **** flight on the 15th at 11:40am. However, when we arrived in ****** on the night of the 14th, the Iberia agent told us that there were no more Business class seats available on the next morning's flight, so he booked us on Economy seats ********** By the way, this flight ended up being significantly delayed too, (by 5 hours), also due to a parts problem with the plane! We therefore need to be refunded for the additional cost we initially paid when we booked our Business class seats on flight I* **** and ended up being downgraded to Economy, (on a very long flight), through no fault of ours. On 10/19/2023, our travel agent, *********, (through their agent AERTiCKET S.L.U.), filed a claim with British Airways for reimbursement of the Business class seats, (since we had originally purchased the tickets through *********, we had to go through them to file the claim). When the claim was initially filed, AERTiCKET S.L.U. stated that it would *********** to 8 weeks to finalize the claim. It has now been over 17 weeks, and were still waiting to get reimbursed.I have attached copies of a recent correspondence I mailed to British Airways, that explains the whole matter more thoroughly and includes pertinent documents of the case. Anything you can to help expedite the resolution of this issue is greatly appreciated.Thank you!

  Customer Answer

  Date: 03/16/2024

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

• Initial Complaint

  Date:02/15/2024

  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.

  This is in response to a 12 hour flight delay on a recent trip. It is regarding two tickets purchased from **********, ***** to ************* with layovers in ****** and ******. The flight for the first leg of the trip (********** -> ******, AI558) was cancelled without explanation. It was operated by British Airways' partner airline, Air *****. Therefore, British Airways is claiming that they have no responsibility. However, the tickets were purchased through British Airways, and I agreed to their Terms of Service, which includes compensation for delays of this type. Air ***** will not accept my claim, because I did not purchase the tickets through them. I'm stuck in a Catch-22 where neither airline will claim responsibility, but it appears that British Airways should bear the responsibility, given that I paid and entered an agreement with their airline. Ultimately, we arrived in *** after an extensive, disruptive and avoidable delay arising from the cancelled flight. It was an awful experience. British Airways' refusal to take responsibility is appalling. They have given neither acknowledgment, compensation nor apology for the awful treatment and circumstance. The full correspondence and documentation will be provided in supporting documents.

  Business Response

  Date: 02/22/2024

  email reply sent on 08 Feb 2024 
  
  Dear ****************
  
  An update from British Airways
  
  Were sorry youre unhappy with the outcome of your claim and we understand why you needed to get back in contact with us about this.
  
  Ive had another look at your claim for compensation and Ive taken time to make sure our response is accurate and up-to-date. Based on this, our decision hasnt changed and the response youve received about the eligibility of your compensation claim are correct.
  
  As your cancelled flight was not operated by British Airways, it means youre not eligible for compensation.
  
  Article 5.3 of the ** Regulation 261/2004 and The Air Passenger Rights and Air Travel Organisers Licencing Regulations 2019 states a carrier is not obliged to pay compensation if it can prove the delay or cancellation is caused by extraordinary circumstances, that couldnt have been avoided even if all reasonable measures had been taken. In Recital 14 and 15 of ** Regulation 261/2004, extraordinary circumstances include weather, strike and the impact of an air traffic management decision which gives rise to a long delay. This means youre not entitled to compensation under the ** Regulation for your cancelled flight.
  
  If you would like to know more about compensation, please visit our pages on ba.com.
  
  Thanks again for contacting us.
  
  
  
  Best regards
  
  *******************
  British Airways Customer Relations
  Your case reference ***********
  
  Email sent on 11 Feb 2024 
  
  Dear ****************
  
  An update from British Airways
  
  Were sorry you remain unhappy with the outcome of your claim and we understand why you needed to get back in contact with us about this.
  
  Ive had another look at your claim for compensation and Ive taken time to make sure our response is accurate and up-to-date. Based on this, our decision hasnt changed and the responses youve received about the eligibility of your compensation claim are correct. This means you won't receive any further responses from us about this claim.
  As your cancelled flight was not operated by British Airways, it means youre not eligible for compensation.
  
  You can refer your complaint to the Centre for Effective Dispute Resolution (****) for an independent decision to be made. **** is an independent dispute resolution provider, certified by the ************************* to adjudicate disputes between airlines and their passengers which havent been resolved through the airlines own complaints procedure.
  
  You can find out how to refer your complaint to **** by visiting their website: ****
  
  Please note that the scope of the adjudication scheme is limited and it could be that your complaint falls outside of it. If you choose to contact ****, theyll be able to advise you if theyre able to deal with your complaint.
  
  If your claim falls within the scope of the **** Scheme Rules and your application to **** is accepted, any previous offer of settlement made by British Airways will be withdrawn. If the application is taken to adjudication, the adjudicator's decision will be final.
  
  Thanks again for contacting us.
  
  
  
  Best regards
  
  *******************
  British Airways Customer Relations
  Your case reference ***********
  
  

  Customer Answer

  Date: 02/26/2024

  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 has not addressed my concerns. Instead, they have copy-and-pasted verbatim their responses from February 8th and 11th, which were included in my original complaint filed with Better Business Bureau. They continue to show a wanton disregard for their customers' time and a carelessness in communication. 

  Regarding Article 5.3 of the ** Regulation 261/2004 that they cite, the clause in question contains a number of extraordinary circumstances that allow a carrier to not pay compensation. None of those circumstances are relevant to this complaint. There were no weather-, labor-, or air traffic-related issues that caused the delay.

  Regarding their claim that they are not responsible because they did not operate one leg of the flight, I flatly reject this argument. I have attached documentation showing our ticket purchases from British Airways. The travel was purchased through their airline. Even if they subcontracted one leg of the flight to a partner airline, the travel is still their responsibility. Air *****, which operated one leg of the flight, will not consider our claim, as we did not purchase the tickets through them. British Airways needs to take responsibility as the airline with which we made a purchase agreement. We were more than 12 hours delayed to our final destination on a British Airways flight, and we have been offered neither an adequate explanation nor any compensation. This is British Airways' issue to resolve. 

  
  

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

  Business Response

  Date: 03/14/2024

  The following email was sent to ******************** on 14Mar24:

  Dear ****************
  
  This email is in response to the latest correspondence we received from the Better Business Bureau dated 11 March 2024. 
  
  I am sorry that you are being told by Air ***** to follow up with British Airways for compensation for the delay of their flight AI668 from ********** to ******, on 15 January 2024.  This is incorrect, we are only responsible for delays or cancellations to flights we operate. 
  
  We do not pay compensation to passengers for any disruption to a flight that another carrier operates, nor are we responsible to facilitate compensation with another carrier on behalf of the disrupted passenger.  Again each carrier is responsible for their own flight schedules and operations no matter who you are ticketed with.  
  
  I am sorry but I cannot be of any further assistance regarding your request for compensation.  Please note that this is my final email reply you will be receiving addressing this issue.   
  
  Thank you again for getting in touch.
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer Answer

  Date: 03/19/2024

  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 continues to claim no responsibility for a disruption to a flight purchased directly through their airline, for which they subcontracted a leg of the journey to a partner airline. From a consumer protection standpoint, this stance is egregious in any context or industry. It appears as a classic bait-and-switch. I purchased the tickets through British Airways, paying them the entire airfare, with an understanding of their compensation policy. I never entered an agreement with Air India, and I continue to hold British Airways responsible for an unexplained, unacceptable disruption to a flight purchased directly through British Airways. If they cannot guarantee appropriate behavior and compensation policies from their partner airlines, then they should not be subcontracting their travel arrangements to other airlines. To reiterate, multiple tickets were not purchased for the multiple legs of the journey; the entire ticket was purchased with British Airways. A reputable company would stand behind a transaction entirely conducted entirely between a consumer and that company. Based on their behavior in the handling of this case, British Airways is clearly not reputable.

   

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

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

• Initial Complaint

  Date:02/13/2024

  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.

  Hi,Below is the complain I made to BA and since they are unwilling to settle and not tell the truth about what really happened. The latest I heard from BA is that this is Air Traffic issue control. See below, Which was not since I was at the gate and they simple cancel my seat and the plane left in front of me.---Your claim's been refused because ****** on 19 October was delayed because of start up delay caused by Air Traffic Control, which is beyond our control.On the day you were due to travel, Air Traffic Control restricted operations out of ***************, a block of air space your aircraft needed to travel through. Im afraid this was out of our control and caused an unforeseen disruption to our schedule.---Hopefully you can help.Thanks in advance ++++ My original complain Hi.Because of BA preventive action, I have been rebooked to 2 others flights and arrived 7h late at destination so Under European Regulation 261/2004 I expect a significant compensation.I already placed a claim with AA but they informed me that British Airways proactively rebooked me since BA flight was slightly delayed and I no longer had the minimum connection time required of 1.5 hours between BA flight and AA flight. It was a huge mistake from BA and a very bad proactive action since I was able to be on time for my AA flight and found out at the gate before to depart that I had been rebooked by BA. This is unacceptable !!BA is 100% responsible for this poor experience and for my 7h delayed arrival so please proceed my compensation Under European Regulation 261/2004.Thanks ++++

  Business Response

  Date: 02/28/2024

  The following emails were sent to *************************************************** on 20Feb24 & 22Feb24:

  Dear ** *********************** 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.
  
  Were sorry it was necessary to delay your flight from ******** on 19 October 2023 and that this meant you missed your connection to Pheonix. The minimum time allowed to connect between your flights was 90 minutes. The delay to your flight meant that the actual connection time was less than this and therefore we had no option but to rebook you on to an alternative flight to Pheonix, via ******.
  Ive checked the details of your journey and Im pleased to advise youre *********** compensation for the delay to your flight, BA0377, on 19 October 2023. The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with ** legislation. This means youre *********** ****** in compensation.
  
  The best way to settle your claim is by bank transfer and it would be helpful if you could send me the following information:
  
  
  Your contact telephone number
  Bank name in full
  Bank branch name
  Bank country
  Account holder's name as it appears on their statement or pass book
  Bank account: **** * * ******* ******** ** ** ******* **** * **************** **** ** *** * ****** ******* **** ******** ** *** **** **** *** ************ *******
  
  
  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 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 Claims Investigation Specialist
  Your case reference is:********

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

  Dear ** *********************** update from British Airways
  Thank you for sending your bank details.
  
  A bank transfer of ****** has now been arranged and should be reflected in your BNP Paribas account within 14 working days. If for any reason the payment still doesn't show in your account by this time, please let me know and I can check this for you. Please don't respond to this email in the next ***** hours, as this may delay the payment being processed.
  
  Thanks again for bringing this matter to our attention and we're sorry for your experience. If we can help with anything else, please don't hesitate to get in touch. We look forward to welcoming you on board again soon.
  Best regards
  
  ***********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:02/05/2024

  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 January 20, 2024, I purchased a round-trip flight with British Airways (BA) and submitted my service dog documents to the BA Assistance team on January 26th. They responded to me within a day, on January 27th and let me know that BAs requirements for service dogs have changed as of January 1st and even though my dog has traveled on their flights before, he no longer meets the requirements. I contacted my travel agent (AMEX travel) to cancel the flight and get a refund and was told I cannot get a full refund. They told me that my only option was to pay more to change the flight to a partner airline, with a lower class cabin (AMEX said this was according to BA). Please note- my original flight was a round trip Business class for $2,742.30 and the change to a lower class flight cost me an additional $1,954. Fast forward to February 1st, I received an email from BA stating the changes to the service dog requirements (a month too late) and clearly stating that if you were affected by this and have a current reservation and wish to get a full refund, contact us within the next 28 days. So I did, both directly with BA and through AMEX. I spent 6 hours on the phone on Feb 1st and 2nd, have filed a complaint and sent 4 emails and have gotten zero results. ** tells me it is AMEXs responsibility to issue the refund and AMEX Travel tells me it is on BA to issue the refund. So I am left not knowing who to believe and completely helpless because AMEX wont get me the results I want and ** refuses to get into details with me because the flight was booked through AMEX travel. So I have spent over $4,600 and am stuck with a flight I cannot take due to my disability (I cannot fly coach because my feet need to be elevated due to a serious health issue) in addition to the disability for which I have the service dog. It is worth mentioning too that BA refused to upgrade the coach portion of my flight after I asked them and shared information about my condition. I am at a loss.

  Business Response

  Date: 02/22/2024

  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 read you're unable to travel on board with your dog, due to the travelling with pets policy change. Our policies and advice are all available on ******, which we always suggest you check prior to making your booking. You can see the policies and requirements using the link below.
  
  Travelling with service dogs | Information | British Airways
  
  
  Unfortunately, we no longer carry pets or emotional support dogs in the cabin. We now only carry Service Animals. A service dog is one that has been trained to assist a person with a disability or medical condition and has been determined as
  being able to travel safely in the aircraft cabin.
  
  I appreciate, as a result of not being able to travel with your dog, you would like a full refund of your booking. As discussed, with one of my colleagues, we've processed a full refund of your booking. Please allow 10 working days for the refund to show in your account.
  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:********

  Customer Answer

  Date: 02/22/2024

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

  1. British Airways has not yet issued the refund. 2.The most recent response does not address my complaint and the countless lies the airline's representatives have told me in writing and on the phone as well as to my travel agent. Instead, they address pets and emotional support dogs, which have nothing to do with my initial complaint. 3. None of the 10+ representatives of British Airways have taken accountability for their failure to follow their own company policy, for lying to me, for sharing false information, and for refusing to assist me by simply transferring me to the correct department. It is simply difficult to buy that none of the 10+ representatives I interacted with during 14 consecutive days did not know which department of their company would be able to help me with a refund that their policy stated I am ***********. 

   

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

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

  Customer Answer

  Date: 03/04/2024

  Hi there,

  The refund was processed on March 3, 2024, 5 business days later than the stated date by the airline. While I am relieved to have received my money back, I hope the BBB will take note of the unfairness, unprofessionalism, and the stream of lies British Airways has presented during the past 36 days.

  Your assistance is much appreciated.