Complaints

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

close

Find a Location

British Airways has 27 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  1830 K Street NW Washington, DC 20006

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:01/25/2024

  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 December 6, 2023 I reserved 5 return tickets from *** to *** on British Airways. Two adults and three children. Our flight was scheduled to leave at 8:50pm. At 3pm, I received a text from BA that our flight was delayed to 1:15am. And our connecting flight to ********* would not leave until the next morningwe would have to sleep at the airport. This also meant we lost one day of our vacationAfter spending multiple hours on the phone, I was able to rebook tickets on Air France. But this flight left at 1:30 earlier. While it doesnt sound like a long time, it put us in a situation where our family member wasnt able to drive us to the ************ went from not leaving to having to leave the house immediately. We had to use a service to get us to the airport, a cost of $127.40.We had also paid to reserve seats together and where we wanted them on the BA site for the flight we never took. The five seats cost us $400.On December 23, 2023, I called BA to ask them how to get refunded for these two charges due to our flight being delayed more then 4 hours and not being on the flight.The said to file a claim, which i did on December 23, 2023. Claim number is ********. It has been over a month since filing the claim and I havent received any correspondence. I have called multiple times and answer is they dont know when i will get a reply. I have asked to speak to a supervisor and the associate on two occasions has refused to do so. The site says they will Be in contact in a couple weeks. These two issues are very straight forward. Seats werent used as we were rebooked due to a four+ hour delay and we had an associated cost to get to the airport in time vs our family member driving us.The lack of communication & the lack of a way to get in touch is terrible. We should also get travel vouchers due to the ************** of having to rebook our flight when delayed a few hours before the flight.Terrible experience, booking ref: ******

  Business Response

  Date: 02/08/2024

  The following email was sent to *********************** on 08Feb24:

  Dear *******************
  
  An apology from British Airways
  
  Thanks for contacting the *******************************. Your correspondence has been passed to Customer Relations and we've been asked to respond to you directly.  
  Were sorry it was necessary to delay your flight to *************** on 20 December, especially as it caused a missed connecting and you had to be rebooked onto alternative flight.
  We understand why you needed to get in contact about this. We take all reasonable measures to avoid delaying a flight and well always consider if there are any alternative solutions available before we make a decision. We'd also like to thank you for your patience while we got back to you about this.
  
  
  We appreciate you sending in the receipts for the expenses you incurred during the disruption. We've assessed your claim and we're happy to reimburse the expense for transport to the airport for $127.40. 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.
  I've also sent a request to our Refunds team for them to refund the $400.00 you paid for seating on your original flight to ***************. They should process this as soon as possible back to the original form of payment.
  We know this experience didnt meet our usual standards, and so Id like to offer you an eVoucher for $100.00 per passenger, 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. 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:********

• Initial Complaint

  Date:01/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint relates to case reference ******** file with BA for booking reference *******On Oct 17, 2023, we were notified that we were being downgraded from premium economy to economy for our flight from ****** to ******** on 10/18. We were informed that we were eligible for compensation as a result of this change. After filing a complaint with BA, we have been waiting three months to be refunded money, which is ridiculous considering there are laws outlining the compensation that must be provided.In addition, because BA operates with essential no system capacity, our flight was delayed to Heathrow because the plane incoming from Heathrow was delayed. While there are items beyond BA's control, operating with little to no system capacity is a choice made by BA, and the impacts of those decisions should not be borne by the consumer. As a result of the delay, we missed our connection from ******** to *********. We were routed on a very late flight through ******, but the BA agent who arranged the itinerary was not truthful with the options available to us. We could have easily made an earlier connection from ****** to *********, and instead we were put on a flight that landed after midnight. We were unable to adjust our flight in ****** to the earlier flight because our booking reference didn't transfer to the other airline.

  Business Response

  Date: 02/07/2024

  The following emails were sent to ********************* on 01Feb24 & 05Feb24:

  Dear *****************
  
  An update from British Airways
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to reply to you directly.
  I'm sorry to hear about the disruption you encountered on your recent trip to *********. I don't underestimate how frustrating this was for you, so I understand why you needed to get in touch with us.
  I've reviewed your claim and I can confirm you're eligible for compensation for the delay to your flight which resulted in you missing your connecting flight in ***************. This comes to ****** per person and comes to a total of $1,299.59. 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
  Sort code (6 digits)
  Account number (8 digits)
  
  
  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.
  In addition to this, I can see from your booking a refund between our World Traveller Plus and World Traveller cabins is being processed. As you didn't receive the services we had originally hoped to give you, I'd like to offer you an eVoucher for $200.00 to say how sorry we are for this experience. 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.
  
  I hope to hear from you soon.  
  
  Best regards
  
  *********
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear *****************
  
  An update from British Airways
  Thanks for sending me your bank details.
  I've arrange the bank transfer of $1,299.59 today for you, which will take up to 21 working days to reach your *************** account, so please keep an eye on your statement for this coming through.
  With regards to the refund, we return the funds to you using the original form of payment that was used to make the booking with. Don't worry if you've since replaced your card, as the details we have will allow us to still send this directly to your bank account.
  Thanks again for following this up with me and I hope you receive your funds soon.
  
  
  
  Best regards
  
  *********
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 05/28/2024

  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 still have not received a refund for the class downgrade from premium economy to economy. I last contacted the company in the first week of April and was told they were processing the request. It's been seven weeks, and there still has not been a payment. It has been seven months since we completed this trip.

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

  Business Response

  Date: 06/17/2024

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

  Dear *****************
  
  An update from British Airways
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to reply to you directly.
  I've followed up with our Refunds department on the status of your refund, it is still pending. This is due to a backlog of payments needing to be processed as there was a system error causing a delay in the workflow.  
  
  While I appreciate this is by no means an excuse, I wanted to be as open and honest as I can be about the situation to set the expectation that this will take a little longer than expected. This is highly irregular and I can assure you this has been escalated as per my previous email, this is in the queue to be processed as soon as possible.
  I want to thank you for your patience at this frustrating time, and hope that you receive your downgrade refund as soon as possible.
  
  
  Best regards
  
  *********
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:01/23/2024

  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 10/27/2023 I booked a ticket with British Airways to fly to ****** for my fathers 90th Birthday. The flight was booked for 10/31/2023. On 10/19/2023 I was taken to the emergency room where I required surgery. Whist in the hospital I asked my son to postpone the fight, he did so and paid a change fee. He changed the flight to 11/09/2023, unfortunately I was still not well enough to travel so I went online and cancelled the flight. When I called about my refund I was told I would only receive $168.70 of the $771.40 because I cancelled online. I explained I just got out of the hospital and wasn't in the right mind set and was in a hurry to cancel since the flight was fast approaching so didn't thing anything of cancelling online. I emailed British Airways explaining and they opened a case Incident ************* on November 9th. They asked that I submit a medical certificate, which I did but I haven't heard from them since. I've reach out several times with no response. I would think under the circumstances the remaining $602.70 should be refunded.

  Business Response

  Date: 02/07/2024

  The following email was sent to ****************** on 06Feb24:

  Dear *****
  
  Your feedback to 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 that you were unable to take your flights to Newcastle as you were taken to the emergency room, and the refund you received was lower than expected. I understand why you needed to get in touch about this. We'd also like to thank you for your patience while we got back to you.
  I appreciate your son had initially postponed your booking online, but you still weren't well enough to travel, so cancelled your booking online. The amount of refund you will receive depends on the fare rules of your ticket, and you may only receive a minimal refund of applicable taxes, fees and charges that you paid, minus a reasonable cancellation fee. The type of ticket you purchased was a non-refundable ticket, and the refund of $168.70 is correct. I'm afraid we're unable to increase the refund amount.
  In case it's helpful for the future, we have policies in place to assist customers who are unable to travel due to illness or hospitalisation, so they don't have to cancel their booking. We can place bookings on hold, until you're well enough to travel again. We may require a letter from a medical professional to state why you're unable to travel. While I hope this doesn't happen again, if you are unable to travel due to illness, please call us as soon as you are able to let us know.
  Unfortunately, as you have already cancelled your booking, we're unable to retrospectively apply this policy as you no longer hold a valid ticket. However, you may be able to claim through your travel insurance provider. If I can help by providing any information for your claim, please contact me directly using the blue link below.
  Once again, we're sorry for the experience you had this time. I hope we can welcome you back on board again soon.
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is*********

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 4 2023 I booked a return flight from ******* to ******, **, through *********** the fight was with British Airways. The flight included the return ticket and one personal item one carry on and one checked bag. The departure flight went as expected, on December 17 I got an Urgent notification from gotogate and British Airways that they were changes in my return flight to *******. The time for my connection flight from ******** had a longer delay and it was by Repubic Airline and not American Airline operated for British Airways, as it was in my original itinerary . I acknowledge this. On December 31 2023 I went to **************** to check in for my return flight. I had a check in luggage so lined up to go to automatic machines to get a label for my luggage, when I got to the machine it was telling me there was a problem and I should try another machine. So lined up again and tried 3 different machines all saying the same, there was a problem. I found an attendant and asked for help. He said needed to find an agent I went around trying to find an agent. The first one I found said he had to go for a break and I had to wait for his replacement to come. By now I had spent around an hour to check in. Anyway the agent came checked my passport and said you have not paid for check in luggage, I showed her my ticket from *********** and gotogate but she said no you have to pay for luggage. There was no point arguing so I paid 60 GBP. Also I was told by the agent that my flight from ******** to ******* was by United Airline and not Republic Airline. I contacted *********** regarding this issue 4 times every time they said the same thing we got you the ticket which included the luggage but it seems during changes by British Airways the luggage was not included so contact them for reimbursement. Contacted British Airways with the documents provided by *********** and gotogate but they insist that no luggage was included in my ticket. I have called British Airways several times and have sent them several emails they keep saying I had zero luggage allowance. Also in one of my calls to *********** I was told that British Airways international flights economy class includes a check in luggage my flight was an economy class international, I checked the airline website and confirmed this, even if this is not the case my original reservation that was sent to the airline it included a luggage if this was not correct why they didnt inform me when they changed my flight. Im asking British Airways to compensate me for what I paid for check in luggage and trouble I went through. I include screenshots of my correspondence with *********** and British Airways.

  Customer Answer

  Date: 02/01/2024

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

• Initial Complaint

  Date:01/22/2024

  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.

  Flight was cancelled by the airlines and additional cost inquired to already paid flight ticket + baggage fee. Airlines agreed to pay $87.33 for overcharged baggage fee and $53.63 for extra food cost, however payments were never processed and were never obtained.Copies of final email exchanged attached.

  Business Response

  Date: 02/07/2024

  The following emails were sent to ******************* on 24Jan24 & 29Jan24:

  Dear *****
  
  An update from British Airways
  Thanks for contacting Better Business Bureau regarding your Customer Relations case. I'm very sorry you've not received your payments we raised for you last year in settlement of your claim.
  So I can double check the payments we've previously raised for you, can you confirm your bank details for us as we used the payment information you originally submitted.
  We can then identify if there has been an error with the details you entered on our website. If the details are correct and match with what is in our system we can then request a Acquirer Reference Number to trace your payments.
  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.
  I look forward to hearing from you soon.
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear *****
  
  An update from British Airways
  Thanks for sending me your details.
  I have cross checked the bank payments and can see the digits 0119 were at the end of your account number originally.
  I have now cancelled these from our system and organised two new payments for $53.63 and $87.33 to your US bank account using the details you've provided to me in your email. Please allow up to 14 working days for these to reach your US bank account.
  Please don't reply to this email for ***** hours, as this may further delay the processing of your payments.
  I do hope this is helpful and if you need any further assistance, don't hesitate to get back in touch with me.
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:01/19/2024

  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.

  I booked a flight on September 17, 2023 under booking # ******. The ticket purchase was $6912.30. I then upgraded to First class on September 23,2023 for an additional $2400.40. On Nov 11, 2023 we changed the return date of our trip to August 31,2024. On Sunday, January 14, 2024 I canceled my trip online as we have changed our plans. The only endorsement on the tickets for both me and my spouse was if we changed our tickets during travel the cost would be nonrefundable. I called British Airways today and received a runaround. The first agent stated I shoukd receive the funds up to 23 days. Then said I should receive a refund notice within 72 hours and at that point I told him, it was over 72 hours. Then the agent stated he couldnt access my record however I would only get the taxes back!! No refund. No credit for the full fare for future travel. When I asked to speak to a supervisor I was put on hold and basically he came back with no one is available and you wont get your money back. Oh and apparently even though you have an option to cancel your trip online, you really shouldnt as you lose all your money. What kind of shady/questionable business practices are these? I decided to call BAs consumer complaints 800 # listed on their website. The conversation got better. The agent said there is no official complaints department and you have to fill out an online form. When I asked him to check my refund I was told that at 10am IT took down their system so they couldnt pull any information. This all on a week day. The agent promised to call back before we reverse the funds within 2 hours. Its now 3pm and we havent heard a word. I would like a refund of our fare in full. I believe that BA really needs to have their staff trained better. Systems work during regular business hours and honor refundable tickets or at worst case scenario give out a credit for future travel.

  Business Response

  Date: 02/12/2024

  The following email was sent to ************************** on 07Feb24:

  Dear *********************
  
  An update from British Airways
  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. We'd also like to thank you for your patience while we responded to you.
  We're sorry to hear about the service you received when you called to query a refund after this was initiated on BA.com through Manage My Booking. I can see the following refunds have been processed:
  $250.00 to **** card ending in **** on 21 January 2024. Reference - ARN ***********************
  $250.00 to **** card ending in **** on 21 January 2024. Reference - ARN ***********************
  $3460.35 to **** card ending in **** on 21 January 2024. Reference - ARN ***********************
  $3460.35 to **** card ending in **** on 21 January 2024. Reference - ARN ***********************
  A refund has been processed as per the fare rules of your ticket, which is $7,420.70. If you haven't received these pleas contact your card provider and quote the refences above. 
  We do appreciate your feedback and I've ensured it's been logged with the relevant teams. We'll use it to help improve our service going forward.
  Once again, please accept our apologies. I hope we can welcome you both on board in the future.
   
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 02/12/2024

  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 am still owed $2400 for an upgrade charge that took place on Sept 23,2023.  

   

   

   

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

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

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service 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 the 20th December 2023, i got to the airport and was seeking assistance from the agent at the counter, who passed me to the next agent and when i got to the next agent she kept me on the line for a while before attending to me, after wasting my time she said to me the gate had been closed and i was at the gate prior to the gate closure, she never helped me since i had already checked in but rather wasted my time and refused me getting into the gate, never tried to rebook me or show any further assistance regardless of the time they had wasted. i called the customer support 4 times and was given 4 different information each time i called. That was how i missed that flight which did not take off even after an hour of me being at the airport.I went ahead and bought another ticket for the next day with American Airlines in my disappointment and devastation.Before my return flight, i was sent an online check in 3 or 4days prior to my departure back to the US, When i tried to check in, it kept showing me an error which i thought was due to the fact that i was out of the country and may have been experiencing service and connection issues.Then on the 11th of January ****, I tried again and it was same thing so i called BA, The agent was unhelpful, disrespectful and rude and talked all over me ad never looked further into assisting me with the issue i had but rather hung up on me rudely.I called to speak with another agent who was lot more helpful but could not resolve the issue even after depriving me of speaking with a higher Op.This being my first time booking a flight with BA, The experiences i got from the agents at the gate on day 1 and the agents on the phone on the 12th of January have left a bitter taste in my customer experience with BA which i thought greatly of.Reasons:*BA Cancelled my Flight Reservation and never informed me of a cancellation, No correspondences via text, email or anything of any sort and left me stranded in the **************.*My Round Trip Reservation all of a sudden was changed or modified internally to a One way with no forms of Correspondence to me whatsoever, again leaving me stranded in the **************.*The agent at the gate delayed my inquiries at the gate, made me miss the flight for Departure and never tried to rebook me or assist me regardless of me being checked in already.* The agent on the phone on 12th January **** was disrespectful, unhelpful, did not listen to my plight nor assist me like a customer service agent should but rather was rude and hung up on me. Conclusion: With all of these, I hope BA looks into the **************** rendered to me and make due consideration to my claim as these experiences have left a very bitter taste in the quality of service of British Airways.Attached to this claim is a copy of my original ticket receipt and the copy of the modified or changed receipt which was done falsefully with no correspondence. ******* leaving me stranded in the **************

  Business Response

  Date: 01/31/2024

  The following email was sent to ************************* on 26Jan24:

  Dear ** ******************* update from British Airways
  Thank you for contacting the US ********** of *************** Your correspondence has been sent to Customer Relations and we have been asked to respond you directly.
  I'm sorry for the issue's you suffered when travelling recently. I can see from your booking that you were due to travel on the BA1505 on 20 December. This was actually operated by American Airlines, which would be why the British Airways agent may not have been able to help you.
  As you went as a no show for your outbound journey, your next sector would be automatically cancelled, which would explain the problems you suffered when checking in for your return journey. 
  Unfortunately, as we did not operate this flight, you would need to contact American Airlines who may be able to reimburse you for the expenses caused.
  Thanks Again for bringing this to our attention. If there is anything further I am able to help with, you can conatct us directly using the blue link below. 
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:01/16/2024

  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 regards to Confirmation ****** from ******* to **** ***** on June 27,2023. Our flight was delayed from ******* by 2 hours, then when we arrived in ****** there was no bus to take us from the tarmac to the terminal so we were not allowed to deplane for an hour and a half. This resulted in us being nearly 4 hours late and missing our connecting flight to ****. BA did a great job getting us on the next available flight and although we arrived in **** very late and had to sleep in the airport because the hotel desk was closed, we appreciated just continuing on our trip which was the trip of a lifetime for my family. However, our bags did not make it. We were assured they would be delivered to our cruise, no problem. I have a genetic blood disordered and required supplies were in my case. 3 bags never arrived, 1 bag arrived on day 8 of our cruise but did not have my supplies. In the 3 weeks we were traveling, 2 bags went back to ******* before we were even home and the final bag arrived in ******* almost a month after we originally left. I have countless emails, ******** messages, calls, begging BA to help. We were hoping to make family memories that would outlast me. The kind you carry forever. Instead we spent hours looking for supplies, going to the onboard doctor, missing the excursions we paid for. The cruise was over $25,000. A trip of a lifetime we had saved for our family. British sent me a message offering around $2100 for the supplies we purchased and advised not to reply or it would delay payment. BA is my favorite airline. They have always done right by me and gotten lost luggage to me within a day. I am still traumatized by the loss of money but more importantly by the loss of time. Valuable time. I know that the reps I spoke with wanted to help. They knew my pain and fear. For whatever reason, they could not. I just want BA to make it right. We can't get the time back, I know that. Our complaint is case reference ********.

  Business Response

  Date: 01/31/2024

  The following emails were sent to ******************* on 19Jan24 & 23Jan24:

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

  Dear ***************
  
  An apology from British Airways
  Thanks for contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations and we've been asked to respond to you directly.
  We're sorry to hear about the experience you had when you travelled with us from ******* in June 2023. You were right to get in touch with us about this. We'd also like to thank you for your patience whilst we got back to you.
  I understand you mentioned the expenses you incurred due to your bags being delayed. I can see your expenses have been covered in full. Two payments were raised for $177.28 and $2,121.05 to your *************** account on 02 September 2023. It may have taken up to 21 working days to appear after this date.
  We know this experience didnt meet our usual standards, especially as your bags contained your medication, and so Id like to offer you an eVoucher for $200.00 per passenger, which I hope goes some way towards making up for what happened. There are full details about how to use this here.
  
  
  eVoucher number: ************** 
  Name: ******
  Value: $800.00
  Expires: 19 January 2025
  
  We're grateful to you for taking the time to write to us and share your experience. It's very much appreciated. I've passed your comments to the relevant departments, and your feedback will be used to help us improve our service and prevent issues like these from occurring again where possible.
  Once again, please accept our apologies for your experience on this occasion.  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear ***************
  
  An update from British Airways
  Thank you for your recent email reply.
  We appreciate how disappointing the experience was for you and your family. We've reviewed your case and we're happy to increase the gesture to $350.00 per person on an eVoucher. We would cancel the previous one issued and create a new one for $1,400.00.
  Alternatively, we could cancel the eVoucher and credit your ************** account with ****** Avios per passenger. Avios can be used towards more than our eVouchers can be, such as flights, hotels, experiences and to purchase items on the High Life Shop. You can find more information here:  Spending Avios | ************** | British Airways.
  Please let us know which option you would prefer.
  Thanks again for contacting us.
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were traveling as a family returning from the ** back to *********** on 12th July 2023 and had a disruption to our flight. Our initial BA flight from ********* (**) to ****** was delayed which meant we missed our connecting LHR to LAX flight. British airways re-booked us onto another flight the following day which meant we had to stay in ****** overnight as a family of four, with meal, transport and hotel costs. We were told to keep all our receipts and file a claim for compensation which we did at the end of July 2023. Almost 6 months later we still have not received any compensation. Contacting BA customer service we are told (due to the high volume of complaints our compensation claim will take longer than expected), however 6 months is not ok. We had to put all of our London stay on a credit cards as was so expensive and as a result have also been accruing interest. It is simply not ok to take this long to address a customer service problem. Our Case reference number is ********. Total being claimed ****** GBP ***********************

  Business Response

  Date: 01/29/2024

  The following email was sent to ****************** on 19Jan24:

  Dear *************
  
  An update from British Airways
  Thank you for contacting the US ********** of *************** A copy of your correspondence has been sent to Customer Relations and we have been asked to respond to you directly. I'd also like to thank you for your patience while we responded to you.
  We're very sorry you're still waiting to be reimbursed for the expenses after you were disrupted. I appreciate why you're chasing this, especially as you were disrupted in July.
  I've checked our records and I can see we emailed you on 29 July 2023 and 27 September 2023 asking for bank details in order to settle your claim. For your reference, I've attached the email originally sent to you below:
  Dear *************
  
  An apology from British Airways
  
  Were sorry your recent flight with us was delayed. We know this isnt what you expect when you travel with 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 about this.
  
  We never take delaying a flight lightly, as we know how disruptive this can be.
  
  The best way to settle your claim for additional expenses 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.
  
  I can assure you that your feedback has made a difference. *** shared your comments with my colleagues in the relevant team to help us learn from this and improve in future.
  
  Once again, please accept our apologies for your experience on this trip. We hope to welcome you back on board soon.
  Please forward us your bank details by clicking on the blue link below my name.
  Once again, please accept our apologies in the delay in resolving this. We look forward to hearing from you soon so we can settle your claim.  
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 01/29/2024

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

  [Your Answer Here]

  Hello and thank you finally for a reply to my still unresolved issue. First I have received no such emails that you reference in July and September. I do however still receive lots of promotional material from you.
  

  I have also checked SPAM folders associated with this account. Nothing.
  

  I would like to  provide you with the bank details requested so this issue can be resolved ASAP . Please contact me correctly through my account and claim number. I have also called your customer services lines multiple times over this long period and provided my claim number. On each case I was told my claim had not yet been processed and I must continue to wait  

   

  Lets please get this issue resolved and my expenses refunded.

   

  Sincerely,

  *****************;

   

   

   

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

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

  Business Response

  Date: 02/07/2024

  The following email was sent to ****************** on 06Feb24:

  Dear *************
  
  An update from British Airways
  Thanks for coming back to us with your bank details.
  I've raised a bank transfer for $969.03 using the details you provided. Please allow 7-10 working days for this to reach you.
  Thanks again for contacting us and I hope we can welcome you on board in the future.
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:01/12/2024

  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.

  According to your policy (British Airways), if our flight arrives 3 hours late then we can get compensation, in a letter that you (British Airways) sent me on 12/21/23, it states that our flight didn't arrive until 3 hours and 25 minutes after the scheduled arrival time.We missed my connecting flight to ************, then we missed the connecting flight to *******, we also paid for Premium Economy seats. You (British Airways) rebooked our flight (not premium economy seats) through Boston, but when the booking was made an error was made on ***************************** (my wife) ticket and it took us like 7 or 8 hours to get this corrected for the flight from *************** for a new flight that we had to pay for, none of your (British Airways) agents would assist us to correct your error. This is why we are seeking compensation.***********************

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding British Airways has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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