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 World Cargo

  516 Express Center Dr Chicago, IL 60666-5044

• 

  British Airways

  710 McDonnell Rd San Francisco, CA 94128

• 

  British Airways

  2 Park Ave Room 1100 New York, NY 10016

• 

  British Airways

  551 5th Avenue Suite 725 New York, NY 10178

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:01/12/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am very concerned with British Airways doing business with the **. 3 hours into our 10 hour flight from *************** to ******, ** we were told British Airways was putting us on a new connecting flight from ******, ** to ***********, ** due to their delayed take off. Unfortunately that meant we were forced to spend the night as the new flight didn't take off until the next day. We were sick, so we stayed at the hotel at the airport and ordered room service. We are poor, and were coming back from our honeymoon which was paid for by our family. We had no money and were told by a lady at the British Airways desk that they were out of hotel vouchers so we had to use our own money, but we could file a claim with British Airways and get reimbursed. I did that on 10/17/23. For 3 months I kept checking on their website to see if our claim had made any progress and nothing. I checked again yesterday (1/10/24) and it was closed and "resolved". I looked through every single email, including in my spam folder, and had gotten no response. They just closed it after 3 months with no explanation. I have never encountered a more inept company in my life. They have no live person in the claims department to speak to, and their customer service agents are unable to help because it is "another department" which has no email or phone number to contact. I have read hundreds of accounts online from other ********* describing similar issues, and Im honestly surprised the US still allows British Airways to do business over here let alone partner with American Airlines.

  Business Response

  Date: 01/29/2024

  The following email was sent to ******************* on 29Jan24:

  Dear ****************
  
  An update from British Airways
  Thank you for contacting the US ********** of *************** A copy of your correspondence has been sent to Customer Relations and we have been asked to respond to you directly. We'd also like to thank you for your patience while we responded to you. 
  We're very sorry your flight, BA0193 on 15 October 2023 was delayed on arrival to ***************** causing you to miss your connection to Springfield. I completely understand you reasons for contacting us, especially as you incurred expenses as a result of what happened.  
  I can see from our records that your flight was 28 minutes delayed upon arrival at ***************** causing you to miss your flight. I can see you were rebooked a onto a flight to Springfield the following day.
  Ive checked the details of your journey and Im pleased to advise youre *********** compensation for the delay to your flight, BA0193, on 15 October 2023. The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with ** law. This means youre *********** ****** in compensation.
  
  The total amount of compensation youre due is ******** ($1,316.38) as theres two passengers included in your claim. Ive raised a bank transfer for this amount to your ********************* account using the details you've provided. I've also raised a separate bank transfer for your meal and accommodation expenses for $482.13. Please allow **** working days for this to reach you. Just to make you aware, if you respond to this email within the next ***** hours, it may cause a delay in your payment being processed.
  We appreciate you bringing this to our attention. Please be assured I've already forwarded your comments to the relevant teams. We'll use it to help improve our service going forward.
  
  Once again, please accept our apologies for what happened. 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:********

  Customer Answer

  Date: 01/29/2024

  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:01/10/2024

  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.

  RE: booking reference ****** and customer relations case ******************** from ******* to ****** on 11 Nov 2023 was cancelled "due to a technical issue with the aircraft," per email. The next available option arrived 8 hours later from original arrival and was in a lower class of service (business) than the original booking (first). I initiated a ** case with BA on 12 Nov 2023. I did not get any response until 20 Dec 23, which was regarding the UK261 compensation.I am still awaiting the UK261 compensation bank transfer, as well as the "downgrade (partial) refund request" from the bump down in service class that I raised with the ** representative, as of today which is 2 months since departure date.

  Business Response

  Date: 01/25/2024

  The following emails were sent to *************************** on 11Jan24 & 19Jan24:

  Dear *******
  
  An update from British Airways
  Thank you for contacting the US ********** of ************** and 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 it took longer than usual to reply to you regarding your claim. I'm pleased to see that the issues you raised have now been addressed. 
  I can confirm your compensation payment was processed by our Payments team on 21 December 2023. The payment will be transferred to your Citibank account, using the details you provided. Please be advised that it can take up to 21 working days for this payment to show in your account.
  I can also confirm your refund request, under UK261, was passed to our Refunds team. They will assess your claim, and arrange for any applicable refund to be credited back to your original form of payment. Unfortunately, there isn't any way for you to track the progress of your refunds. At present, it can take up to 14 working days for refunds to be processed.
  Thanks again for getting in touch, and I hope this helps.
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear *******
  
  An update from British Airways
  Thanks for your recent email.
  I'm concerned to hear that your bank accepted, then returned your payment of ******. In order for me to look into this for you, I'd be grateful if you could confirm the following information for me:
  Bank name
  Branch name
  Bank country
  Sort code (6 digits)
  Account number (8 digits)
  Thanks again for getting back in touch, and I look forward to hearing from you soon. 
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is*********

• Initial Complaint

  Date:01/05/2024

  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.

  I took a flight on British Airways and paid $352 dollars two transactions for $175.00 on August 15, 2023 to select my seats prior to my flight on British Airways from ***** to ****** on August 18, 2023 Booking reference: RX5BH5. At check in I was advised by the gate agent that the entertainment system was broken for our two seats and I would not be able to use it the entire 8 hour flight. To contact customer service to have my $352.00 refunded. I immediately emailed British Airways on August 18, 2023 while onboard my flight. I did not received a response until 3 months later on November 26, 2023 On November 26, 2023 the email from ***** at British Airways which mentioned "I understand from your comments that you wish to receive a refund of the costs paid to select your seats, we apologise for the in flight entertainment issues with this seat. I have contacted our specialist refunds department and requested that you are refunded the cost paid to select these seats. I received another email from ****** at British Airways on December 6, **** which stated The booking has already been sent for the paid seating refund to our refunds department, and it will take **** working days to process that. The refund will be processed to the original form of payment.As of today, January 4, **** the refund has not been processed to my account. It is impossible to get a hold of anyone at British Airways to assist me. I have emailed them once again and as to today, January 4, I have not heard back. My British Airways case number is ********.

  Business Response

  Date: 01/17/2024

  The following emails were sent to ******************************* on 12Jan24 & 15Jan24:

  Dear *****
  
  An apology from British Airways
  
  Thank you for raising your complaint with the Better Business Bureau. I was sorry to read that the entertainment system wasnt working on your recent flight with us. We dont underestimate how important this is to your enjoyment of the flight, so we understand why you needed to escalate your case. Wed also like to thank you for your patience while we got back to you.
  
  We always try to fix these problems as quickly as we can, and your feedback helps us to identify where theres a problem. Ive shared your comments with my colleagues in the relevant team, and theyll investigate the issue and get the system fixed as soon as possible.
  I understand you were promised a refund of your prepaid seating charge previously that hasn't been processed yet. Whilst we appreciate your reasons for requesting a refund, we wouldn't normally offer this for faulty inflight entertainment. This is because you still travelled in the seats you paid for.
  However, given the experience you've had, we'd like to honour the promised refund as a gesture of goodwill. The best way to settle your claim is by bank transfer and it would be helpful if you could send me the following information:
  
  
  Bank name
  Branch name
  Bank country
  Routing number (9 digits - please provide the paper and electronic sort code)
  Account number (up to 17 characters)
  
  
  You can send us your information by clicking on the secure blue reply link below my name. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  
  
  
  Once again, please accept our apologies for your experience on this trip. I look forward to hearing from you.
  
  
  
  Best regards
  
  ****
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear *****
  
  An update from British Airways
  Thanks for getting back in touch.
  
  As discussed, I've now arranged a bank transfer for $352.00 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:********

  Customer Answer

  Date: 02/16/2024

  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:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several months ago we booked a trip on British Airways for our vacation to *****. The flight date was 11/25/23 with a return on 12/6/23. We tried to check in on their website 24 hours prior to our departure as we always do but their website wouldnt let us check in online.We planned to arrive at the airport an hour before the flight because *** is very small and empty at night. We have TSA pre-check and were not checking any bags. So 1 hour before the flight has always been more than enough time to get to our gate. We arrived to check in at the desk on time but by the time the airline employee called us up they told us they could not check us in because it was 8:36PM and we had to check in at least 1 hour prior to the scheduled flight time of 9:35pm. They said we would have to fly out the next night. We accepted that and called the airline when we got home to reschedule. The customer service rep on the phone told me that since we didnt check in we were considered NO SHOWS.They wouldnt let us check in because they called us up 1 minute late because they were talking.Not only did they cancel our outgoing flight to *****, but they also cancelled our entire reservation, including the return flight on December 6th. The customer service reps said they could re-book the reservation but they wanted to charge us $8000 more for the same itinerary. I wasnt going to pay $8000 more because they cancelled our reservation. They were completely unwilling to accommodate us and I found this the worst customer service experience Ive ever had. The fact is they had us in a vulnerable situation and tried to take advantage of us. Essentially, they stole our money. We had to re-book completely new flights with other airlines to take our vacation. The cost of our original flights was $4600 for both of us. We lost all that money because of their unwillingness to help us. I think the right thing to do under the circumstances would be to re-book us since there were still seats available without trying to ***** us for $8,000. Its not like they could have booked someone else to go to ***** at the last minute at that price. I spoke to 3 different people and they all were unwilling to help us. I even asked for a supervisor and ******* said he would tell us the same thing. The last rep I spoke with actually harassed me after I hung up and called me back 3 times to harass me. Rather than have satisfied customers they chose to try to take advantage of us. I expect to be compensated for this horrific experience. We had to take the most circuitous route to get to *****. My wife and I couldnt even fly together since we had to book last minute with other airlines. We also lost a hotel and a day of our vacation. We want to be reimbursed the $4600 we paid for the trip.

  Business Response

  Date: 01/17/2024

  The following email was sent to ******************** on 17Jan24:

  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. 
  I'm sorry to hear that you were unable to check in for your American Airlines flight on 25 November in ***************************. I appreciate your reasons for getting in touch with us, particularly as you had to purchase new flights.
  I can see from the remarks in your booking that you contacted us to advise you weren't able to make your flight. I can see from the remarks in the booking that the booking was placed on hold pending documentation from you as you mentioned an accident. This would allow you to rebook, waiving any change and service fee. However, any increase in fare and taxes would be applicable.
  In usual circumstances if you miss a flight, each remaining flight on your ticket is subsequently cancelled as per section 3C of our Conditions of Carriage.  
  3c2) Your ticket is no longer valid if you do not use all the coupons in the sequence provided in the ticket. 
  Although I appreciate your reasons for asking, we're unable to process a full refund. However, we'd be happy to process a refund as per the fare rules of your ticket should you wish us to do so. Please let me know by clicking on the blue link below my name. Alternatively, your booking remains on hold until 22 April 2024, and the option to rebook.
  We do appreciate your feedback and I've ensured it's been fed back to the relevant teams. We'll use it to help improve our service going forward.
  Once again, please accept our apologies. We appreciate you do have a choice of airline and I hope we can welcome you on board very soon.
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 01/20/2024

  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]

   As stated in the original message we were at the airport on time but they didnt let us check in and thats why we missed the flight. We didnt rebook it for the next day because they wanted an additional $8000 to take advantage of us, so we had to rebook new flights with other airlines since a vacation trip is not only air.

  Also, you didnt state the refund amount you would offer.

   

   

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

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

  Business Response

  Date: 01/29/2024

  The following email was sent to ******************** on 22Jan24:

  Dear *************
  
  An update from British Airways
  Thanks for coming back to us.
  Just as a reminder of our previous conversations, I can see from the remarks in the booking that the booking was placed on hold pending documentation from you as you mentioned an accident. This would allow you to rebook, waiving any change and service fee. However, any increase in fare and taxes would be applicable.
  There are times when passengers are required to present themselves at the check-in desk and do this at the airport rather than online. This is usually for security purposes and passengers should allow themselves enough time if this is the case.
  You opted not to send us documentation to rebook your flight, your refund would be $265.70 ($132.85 per ticket). If you'd like me to request this on your behalf then please let me know.
  We do appreciate how strongly you feel about this. When a passenger has any type of feedback we ensure it's fed back through the organisation.
  Thanks again for getting in contact with u. We appreciate you do have a choice of airline 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:01/04/2024

  Type:Product 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.

  British Airways sold me a ticket for $3900 more than one they had erroneously canceled. After taking three months to respond to my complaint, they offered me a $200 voucher as compensation.British Airways (BA) suspended my booking for two business class tickets (ref ******) from ****** to ******. BA did not inform me of this until I tried checking in three hours before the flight. As a result I purchased two new tickets at a significantly higher price on a lower class of service in order to get to ****** as planned. The original ticket was $5270. The flight we took (******) was $9167.30 in Premium Economy. I filed a complaint with BA on Aug 13 2023. ** acknowledged receipt of the complaint but did not respond until Nov 16th 95 days later. On Nov 21 British Airways acknowledged that they made an error and that the ticket should not have been suspended and offered a $200 voucher as compensation. I believe that this is inadequate. I responded to BAs offer. The last communication I received was on Nov 30th when they said that someone was looking into a refund. However, I discovered on Jan 2nd that the case had been closed without any explanation.I contacted BA customer service via telephone but they stated that complaints are only handled through a web portal. There is no way to find out why the case was closed other than to file another complaint. I have done that but it took 90 days for them to respond last time.British Airways gained almost $4000 due to an error on their part. I am out almost $4000 and travelled on a lower class of service and I have been frustrated in my attempts to get compensation. I feel that I have been subjected to a bait-and-switch sale.

  Business Response

  Date: 01/17/2024

  The following emails were sent to ******************************* on 12Jan24:

  Dear ***************
  
  An update from British Airways
  Thank you for getting back in touch with us regarding this case.
  I have taken over this case and I can see you were informed about the ******** USD refund by my colleague earlier this month and you did respond. I do apologise for my colleague not moving forward with this.
  In order for me to arrange for the amount bank mentioned above to be transferred to you, it would be helpful if you could please send me the following information:
  
  
  Bank name
  Branch name
  Routing number (9 digits - please provide the paper and electronic sort code)
  Account number (up to 17 characters)
  
  
  You can send us your information by clicking on the secure blue reply link below my name. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  We will sometimes close cases when we are waiting for details from a customer. This way we get notifications these details have been sent and then we act accordingly.  
  
  
  Concerning the ****** USD eVoucher. As this was provided a few months ago and this case is still not resolved, I am providing you with ****** Avios as a gesture of goodwill.
  Thank you for choosing to fly with British Airways, and we look forward to welcoming you and Yoshie on board again soon.  
  Best regards
  
  ***
  British Airways Premium Escalations Team
  Your case reference is:********

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

  Dear ***************
  
  An update from British Airways
  Thank you for getting back in touch with us and I am sorry if what we have offered is not adequate.
  We have agreed to refund you the ******** USD, we have provided you with an eVoucher for ****** and I provided you with ****** Avios.
  I understand what you went through was nowhere near what you would expect from us, and I have spoken with my manager about this. They have agreed on this occasion to offer you another ****** eVoucher.
  I do need to let you know, this is our final offer. If you would like me to arrange this, please let me know by using the replyto link below   
  I know this experience has changed your thoughts on travelling with British Airways, once your remaining Avios and companion voucher have been used, however, I do hope you fly with us again in the future. 
  Best regards
  
  
  ***
  British Airways Premium Escalations Team
  Your case reference is:********

  Customer Answer

  Date: 02/19/2024

  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 is still refusing to refund me to a service that I paid for but did not use. British Airways did eventually respond to my complaint and as noted in the reply I did receive a partial refund -- almost 5 months after my initial complaint.  However, British Airways are refusing to refund me fully. I paid for a business class ticket but flew on a lower class of service for one leg of my trip. British Airways claims that I am ineligible for a refund for this as I "chose" to fly on premium economy rather than business class. This is, to say the least, disingenuous. British Airways did not provide me with a reasonable option to choose a business class flight, and British Airways staff at the airport and on the telephone gave me misleading information that affected my decision about which ticket to purchase.
  My estimate is that the difference between a Premium Economy ticket and Business class ticket when I originally purchased the tickets is $700 per ticket. As such I believe that British AIrways should refund me an additional $1400.
  
  
  British AIrways made multiple errors that caused our tickets from ****** to ****** to be suspended. After being unable to resolve the initial ticket problem in time to get a new ticket issued, the British Airways agent told me that he had put in a request for the finance team at British Airways to investigate the problem. This would take two to three weeks and British Airways would then let me know if I was eligible for a refund for the original ticket.  I asked the British Airways agent what options were available for flights to ****** on the same evening. One more flight was available. I was quoted $20,000 for Business class tickets and $9167 for Premium Economy. 
  British Airways claim that I "chose" to fly on Premium Economy is invalid for several reasons. British Airways did not provide a reasonable way for me to fly Business class. The only available "choice' was to pay $20,000 for two Business class tickets. The alternative, that I chose, was to pay $9167 for Premium economy from ****** to ****** and Business Class on the return flight. I believe that $20,000 is unreasonably expensive. The original cost of my return tickets was $5240. 
  Furthermore, British AIrways staff had told me that the problem with the ticket was caused by my credit card company failing to transfer funds for the ticket. This proved to be incorrect but I did not find out until after arriving in ******. British Airways had also told me that they would not know for two to three weeks what was the cause of the problem. Consequently at the time of the purchase of this second ticket I believed, based on the information provided by British Airways, that it was reasonably likely that I would be responsible for the cost of the second ticket. More than three months later. British AIrways admitted that they, not my credit company,  were responsible for the original errors with the ticket. To then claim that I made a free choice is unreasonable and unfair.
  Given how British Airways subsequently handled my complaint, taking over three months to respond (the *** requires a response within 60 days), and a further two months for a refund of $3900, it is staggering that they should expect me to have paid an additional $11,000. Waiting five months for a $3900 refund was unreasonably long. Expecting me to wait three months to hear anything and an additional two months for a $15000 refund is unbelievable..
  To claim that I made a free choice not to fly in Business Class, and am therefore ineligible for a refund, is unreasonable and unfair. I believe British Airways should refund me an additional $1400.
  At present I feel that my wife and I are victims of a bait and switch.
  
  

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

• Initial Complaint

  Date:01/04/2024

  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 $1561.25 worth of British Airways tickets through Expedia.com on 6/13/2023 (Itinerary #**************), and I tried to cancel them on 11/13/2023. ***************************** from Britsh Airways told me that I could get $1561.25 credits back by either 1. pay $250 cancellation fee and get British Airways credits or 2. pay $400 cancellation fee and get Expedia credits, which can be applied to any flight on Expedia. Credits to both options would be valid for one year. After paying $400, I received $1561.25 credits on Expedia, but they are British Airways Expedia credits that'd expire on 6/13/2024 (a year from booking date) instead of 11/13/2024 (a year from cancellation date), and they cannot be applied to just any airline/tier of tickets on Expedia, as ****** promised. For the airline/tier of tickets that these credits are eligible for, the prices are unusually high compared to what they are on ************** website searches, and nonstop options are almost never eligible. After bringing this up to ******, he brushed it off that Expedia wouldn't authorize what he originally promised, and there's nothing he can do. I tried calling Expedia, but they insisted that since ****** from Briths Airways made this cancellation and I already agreed to the terms, it's not Expedia's fault and they won't change it (the case number was ********* or *********; I was told two different numbers by different customer service agents). I only agreed to pay the $400 cancellation fee because I thought I'd get usable Expedia credits for a year without restrictions and artificially jacked-up flight prices. However, I paid the $400 cancellation fee, but did not receive the promised product/service ($1561.25 Expedia credits that are eligible for a full year for any flight tickets) as promised (in fact, the credits I received were virtually useless). This is very much a fraud. My ask is for Expedia/British Airways to fully refund the $400 cancellation fee and the $1561.25 original booking fee.

  Business Response

  Date: 01/17/2024

  The following email was sent to ****************** on 11Jan24:

  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 concerned to hear about the issues you've raised. I've looked into this for you, and the only discussion I can see that you've had regarding your booking and exchanging the value for credit was with Expedia. I note from the documentation you've provided, you were contacted by someone called *****************************, who contacted you from airline-service-fvt.com. This isn't a British Airways email address, and it does seem like you were speaking to someone who claimed to represent British Airways. Unfortunately, we're unable to take your claim any further, and you would need to speak to your travel agent.
  Thanks again for getting in touch, and I hope this helps. 
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:01/04/2024

  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.

  We traveled from *** to ****** in late June on British Airways. Due to the long flight we paid extra to pick our specific seats for the flight. Upon arrival at the gate we were told our seats had been assigned to other travelers and that we had to sit in a three person row. When we protested the agent said we could either fix it at the gate or on the plane neither of which was a good option. When we tried to correct their mistake we were told that it was already assigned and that there was nothing they could do. When we arrived in ****** we called customer service and complained to them and was told we should've handled it at the ticket counter. When we returned I filed the appropriate paperwork with all the receipts and was told the first time they didn't see the issue I was complaining about. The second time I filed paperwork they said they hadn't met the timeline and therefore wasn't eligible. I filed a third time and they haven't responded in 3 months. I've provide the paperwork indicating the seats we paid for and the seats we actually sat in for the flight. I've also included the receipt for the seat upgrade. I would just like a refund for the upgrade fee since we didn't get the seats we paid for. British Airways has handled this situation very badly we just some resolution with restitution. Thank You

  Business Response

  Date: 01/17/2024

  The following emails were sent to ********************************* on 12Jan24 & 16Jan24:

  Dear *****************
  
  An update from British Airways
  Thanks for contacting the Better Business Bureau. Your case has been forwarded to Customer Relations and we have been asked to reply to you directly.
  I understand from you recent contact with us you're requesting a refund of your prepaid seating on your flight with us to ***************. I'm very sorry to learn you did not receive your original seating request and this was changed on the day you travelled.
  I have reviewed your booking and I'm pleased to advise we're able to reimburse you $246.00 for your seating charges. I'm sorry these were previously rejected by our Refunds team, this should not have been the case and I've shared feedback with the agents involved to avoid this happening again in the future.
  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 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 bank details
  I can confirm I've arranged a payment of $246.00 in settlement of your seating charges. Please allow up 21 working days for this to reach your bank account.
  Please don't respond to this email for ***** hours as this may also delay the processing of your payment.
  I do hope this is helpful. Thanks again for contacting us.
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 01/22/2024

  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:01/02/2024

  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 5/17/22 I was issued two vouchers from British Airways for an issue that occurred in ****** before a flight that same year. The vouchers were in the amount of ** $140 each and are numbered: *********** and ***********. They are associated with BA reference number: *********I have tried several times to redeem the vouchers online per the instructions in the e-mail from British Airways. The vouchers do not process and I have tried various browsers and devices. I have made several calls to BA customer service and e-mail with Customer Relations and no one the agents were equipped to find a resolution. The vouchers expire January 1, ****. I have *** trying to use them for several weeks and now I can't at all. I would like this issue resolved. The vouchers should be reissued in a usable form; preferably just in one voucher to avoid further complication.

  Business Response

  Date: 01/17/2024

  The following email was sent to ************************************* on 10Jan24:

  Dear *******************
  
  An apology from British Airways
  Thanks for contacting the Better Business Bureau. Your case has been forwarded to Customer Relations and we have been asked to reply to you directly.
  
  I understand from your recent contact with us in respect of case references, ******** and ********, you've been having issues trying to use the vouchers we sent to you as an apology for a previous experience with us. I'm very sorry you've not been able to redeem them and therefore I can understand why you've taken the time to let us know about it.
  We know this experience didnt meet our usual standards, and so Id like to offer you a new eVoucher for $280.00, 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: $280.00
  Expires: 08/01/2025
  If you have any issues trying to redeem this eVoucher, please do feel free to get back in touch with me using the blue link below.
  Once again, please accept our apologies for the inconvenience caused. We value your support and look forward to welcoming you back on board again soon. 
  
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 01/20/2024

  Better Business Bureau:

  Thank you for resolving this.

  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:12/28/2023

  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.

  Subject: Seeking Resolution: Case #********, #********, #********, #******** To the Better Business Bureau,I am writing to seek your assistance in resolving multiple unresolved issues with [Airline Name], which have caused considerable distress and inconvenience during my recent travels.Case #********: On my outbound journey, my flight was missed, and no wheelchair assistance was provided as requested. Despite a connecting flight, there was a lack of the pre-requested vegetarian meal, leading to discomfort and health complications due to my diabetic condition.Cases #******** and #********: These cases pertain to my damaged baggage during my return flight. Despite providing comprehensive details, including images and necessary information, I have received no response or compensation since filing these cases in July. The airline's response has been inadequate, directing me back and forth between airport personnel and online filing procedures, leaving the matter unresolved.Case #********: This case involves my damaged baggage on another return flight. Upon reporting and sharing all relevant details and images, the response has been to file a claim online, followed by conflicting instructions from different representativescreating confusion and failing to address the issue satisfactorily.I am deeply disappointed by the airline's lack of proper communication, resolution, and adherence to addressing these issues promptly. I had anticipated a more serious and compassionate approach toward rectifying these matters, especially considering the distress and inconvenience caused during these already challenging travel experiences.I kindly request your intervention to ensure a fair and timely resolution to these cases. The lack of response and the continuous run-around I've experienced since July is unacceptable. Your assistance in facilitating a proper investigation and resolution of these issues would be greatly appreciated.Thank you for your attention.

  Customer Answer

  Date: 01/21/2024

  At this time, I have been contacted directly by British Airways regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   

  An update from British Airways
  
  
  Thank you for coming back to us about your complaint.
  
  
  Just as a reminder of our conversations, we won't be offering any further compensation. 
  We have referred your damaged bag to our Baggage specialist and they will deal with this part of the claim.
  
  We do understand how strongly you feel about this. When a customer has any kind of concern, we share the feedback through our organisation.
  
  
  
  Thank you for getting in touch with us about this. We do appreciate that you have a choice of airline, and hope youll choose us again in the future. 
  
  
  
  Best regards
  
  
  ****
  British Airways Customer Relations
  Your case reference *********** 

   

   

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

  Sincerely,

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

  Business Response

  Date: 01/24/2024

  The following emails were sent to ****************** on 10Jan24, 11Jan24, 12Jan24, 18Jan24, 20Jan24, 24Jan24:

  **Please DO NOT reply directly to this email by using the reply function on your personal email settings, as it WILL NOT be received.  If you wish to send us a reply please use the link at the bottom of the email**
  
  
  
  
  
  
  Dear ************
  
  I can look into this further.
  You have advised the bag was damaged. We would need the following details:
  make and model of the bag
  age of the bag
  value of the bag.
  You have advised contents were damaged. To look into this further, we need the following details:
  List of contents damaged
  original receipts of purchase for the damaged items:
  You can upload these
  here
  I will assess the claim as soon as we have received the information needed.
  Once again, thanks for contacting us. We look forward to hearing from you.
  
  
  
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference ***********
  
  Please use the following link to send us a reply and quote your case reference ******** in any correspondence with us: replyto.me.ba
  
  **Please do not send payment card details via email**
  **************************
  
  
  OTHER CONTACT INFORMATION
  
  **************************
  
  If you have a general query about British Airways or your journey with us, you can ask your question online:
  
  *******************************
  
  **************************
  
  LEGAL INFORMATION
  
  **************************
  
  This email was sent to you by British Airways Plc - Waterside, *************, ************** *** **** **************.  (To find out more, click here ******************)
  
  This email is intended solely for the addressee(s) and the information it contains is confidential.  If you are not the intended recipient (a) please delete the email and inform the sender as soon as possible, and (b) any copying, distribution or other action taken or omitted to be taken in reliance upon it is prohibited and may be unlawful.
  ===============================================================================

  **Please DO NOT reply directly to this email by using the reply function on your personal email settings, as it WILL NOT be received.  If you wish to send us a reply please use the link at the bottom of the email**
  
  
  
  
  
  
  Dear ************
  
  An update from British Airways
  Were sorry to hear your bag was damaged during your recent trip.
  
  
  
  
  
  Our specialist baggage handling company, Rynns, is currently looking into your claim, and will get in touch in the next 48 hours. Ive given them all the details from your claim, and theyll be happy to talk you through the next steps.
  
  If you havent heard from them within 48 hours, please contact them directly using the details below. Please quote your World Tracer reference number, which is ***********
  
  Here are their contact details:
  Email: ********************
  Telephone: *************
  There are no details about damaged contents in your case, as I have advised we need to see an itemised list and original receipts so please send as soon as you can.
  
  
  Thanks for taking the time to bring this matter to our attention. Well forward your comments about your damaged bag to the relevant team so we can look at ways to improve our service in the future. 
  
  
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference ***********
  
  Please use the following link to send us a reply and quote your case reference ******** in any correspondence with us: replyto.me.ba
  
  **Please do not send payment card details via email**
  **************************
  
  
  OTHER CONTACT INFORMATION
  
  **************************
  
  If you have a general query about British Airways or your journey with us, you can ask your question online:
  
  *******************************
  
  **************************
  
  LEGAL INFORMATION
  
  **************************
  
  This email was sent to you by British Airways Plc - Waterside, *************, ************** *** **** **************.  (To find out more, click here ******************)
  
  This email is intended solely for the addressee(s) and the information it contains is confidential.  If you are not the intended recipient (a) please delete the email and inform the sender as soon as possible, and (b) any copying, distribution or other action taken or omitted to be taken in reliance upon it is prohibited and may be unlawful.
  ===============================================================================

  **Please DO NOT reply directly to this email by using the reply function on your personal email settings, as it WILL NOT be received.  If you wish to send us a reply please use the link at the bottom of the email**
  
  
  
  
  
  
  Dear ************
  
  An update from British Airways
  Thanks for contacting us again.
  As per our Terms and Conditions, we do not cover any fragile items in checked in bags. Therefore, we will have to decline this part of your claim. You may be able to make a claim through your travel insurer.
  Once again, thanks for contacting us. We hope we can welcome you on board again soon.
  
  
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference ***********
  
  Please use the following link to send us a reply and quote your case reference ******** in any correspondence with us: replyto.me.ba
  
  **Please do not send payment card details via email**
  **************************
  
  
  OTHER CONTACT INFORMATION
  
  **************************
  
  If you have a general query about British Airways or your journey with us, you can ask your question online:
  
  *******************************
  
  **************************
  
  LEGAL INFORMATION
  
  **************************
  
  This email was sent to you by British Airways Plc - Waterside, *************, ************** *** **** **************.  (To find out more, click here ******************)
  
  This email is intended solely for the addressee(s) and the information it contains is confidential.  If you are not the intended recipient (a) please delete the email and inform the sender as soon as possible, and (b) any copying, distribution or other action taken or omitted to be taken in reliance upon it is prohibited and may be unlawful.
  ===============================================================================

  **Please DO NOT reply directly to this email by using the reply function on your personal email settings, as it WILL NOT be received.  If you wish to send us a reply please use the link at the bottom of the email**
  
  
  
  
  
  
  Dear ************
  
  An update from British Airways
  I've referred to a manager and she has agreed we can make a contribution of $200.00 towards the damaged items.
  I have arranged a bank transfer for $200.00. This can take up to 28 working days.
  Once again, thanks for contacting us. We hope we can welcome you on board again soon.
  
  
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference ***********
  
  Please use the following link to send us a reply and quote your case reference ******** in any correspondence with us: replyto.me.ba
  
  **Please do not send payment card details via email**
  **************************
  
  
  OTHER CONTACT INFORMATION
  
  **************************
  
  If you have a general query about British Airways or your journey with us, you can ask your question online:
  
  *******************************
  
  **************************
  
  LEGAL INFORMATION
  
  **************************
  
  This email was sent to you by British Airways Plc - Waterside, *************, ************** *** **** **************.  (To find out more, click here ******************)
  
  This email is intended solely for the addressee(s) and the information it contains is confidential.  If you are not the intended recipient (a) please delete the email and inform the sender as soon as possible, and (b) any copying, distribution or other action taken or omitted to be taken in reliance upon it is prohibited and may be unlawful.
  ===============================================================================

  **Please dont hit reply we wont receive it. If you need to get in touch, please use the link at the bottom of the email**
  
  
  
  
  
  
  Dear ************
  
  An update from British Airways
  
  
  Thank you for coming back to us about your complaint.
  
  
  Just as a reminder of our conversations, we won't be offering any further compensation.
  We have referred your damaged bag to our Baggage specialist and they will deal with this part of the claim.
  
  We do understand how strongly you feel about this. When a customer has any kind of concern, we share the feedback through our organisation.
  
  
  
  Thank you for getting in touch with us about this. We do appreciate that you have a choice of airline, and hope youll choose us again in the future. 
  
  
  
  Best regards
  
  
  ****
  British Airways Customer Relations
  Your case reference ***********
  
  Please use the following link to send us a reply and quote your case reference ******** in any correspondence with us: *************
  
  **Please do not send payment card details via email**
  **************************
  
  
  OTHER CONTACT INFORMATION
  
  **************************
  
  If you have a general query about British Airways or your journey with us, you can ask your question online:
  
  *******************************
  
  **************************
  
  LEGAL INFORMATION
  
  **************************
  
  This email was sent to you by British Airways Plc - Waterside, *************, ************** *** **** **************.  (To find out more, click here ******************)
  
  This email is intended solely for the addressee(s) and the information it contains is confidential.  If you are not the intended recipient (a) please delete the email and inform the sender as soon as possible, and (b) any copying, distribution or other action taken or omitted to be taken in reliance upon it is prohibited and may be unlawful.
  ===============================================================================

  **Please dont hit reply we wont receive it. If you need to get in touch, please use the link at the bottom of the email**
  
  
  
  
  
  
  Dear ************
  
  An update from British Airways
  
  
  Thank you for coming back to us about your complaint.
  
  
  Just as a reminder of our conversations, we won't be increasing our offer or giving any further compensation. We have already offered an eVoucher ******** on case reference and this will not be increased.
  
  We do understand how strongly you feel about this. When a customer has any kind of concern, we share the feedback through our organisation.
  
  
  
  Thank you for getting in touch with us about this. We do appreciate that you have a choice of airline, and hope youll choose us again in the future. 
  
  
  
  Best regards
  
  
  ****
  British Airways Customer Relations
  Your case reference ***********
  
  Please use the following link to send us a reply and quote your case reference ******** in any correspondence with us: reply********
  
  **Please do not send payment card details via email**
  **************************
  
  
  OTHER CONTACT INFORMATION
  
  **************************
  
  If you have a general query about British Airways or your journey with us, you can ask your question online:
  
  *******************************
  
  **************************
  
  LEGAL INFORMATION
  
  **************************
  
  This email was sent to you by British Airways Plc - Waterside, *************, ************** *** **** **************.  (To find out more, click here ******************)
  
  This email is intended solely for the addressee(s) and the information it contains is confidential.  If you are not the intended recipient (a) please delete the email and inform the sender as soon as possible, and (b) any copying, distribution or other action taken or omitted to be taken in reliance upon it is prohibited and may be unlawful.
  
  

  Customer Answer

  Date: 01/26/2024

  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:

  [Your Answer Here]

   Business is not ready to pay for damages. Total expenses and including bag cost $435

   

   They are merely giving $200

  also whole trip has been disaster on my own burn flight. They did not provide me the wheelchair on time due to that I missed my connecting flight and due to that my baggage was late by two days. They are known apologetic about it and are not compensating at all on my outbound Flight , my bag was completely damaged and they were broken items too. All the pictures and related information has been submitted multiple times to the airline. 

   

   

  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 05Feb24:

  Dear ************
  
  An update from British Airways
  Thanks for contacting us again.
  I've referred back to the manager and they have agreed to pay the additional $80.00 for the damaged items. As already discussed the damaged bag claim will be dealt with by ***********
  Once again, thanks for contacting us. We hope we can welcome you on board again soon.
  
  
  
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:12/22/2023

  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.

  A claim was filed on October 27, 2023 for damaged luggage and contents. The claim contained other issues which were resolved. However, British Airways denied the damaged luggage claim for reasons the claim was not filed within 7 days of the baggage being delivered, when in fact, it was (fed ex delivery October 20,2023). British Airways requested proof of the date of luggage delivery. That proof was provided. Once it was, British Airways simply kept saying Im sorry you are disappointed with our decision, but provided no further reasoning for denying the claim or request for further information. Requests to contact supervisors has been repeatedly denied.

  Business Response

  Date: 01/08/2024

  The following email was sent to ******************* on 02Jan24:

  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 hear about your experience when your bags were delayed and damaged on return. You were right to get in touch with us about this. We'd also like to thank you for your patience whilst we got back to you.
  We've reviewed your claim and we can see you did let us know within seven days of receiving your bags. Therefore, we're happy to contribute towards your claim for your damaged contents in the absence of original receipts for all of the items claimed. We've raised a payment for $2,000.00 to your Us Bank account. This may take up to 21 working days to appear. Please don't respond to this email in the next ***** hours, as this may delay the payment being processed.
  We can see you were also claiming for expenses you incurred when you were disrupted. Therefore, I've raised a further bank transfer for $525.21 to your Us Bank account.
  
  
  
  Once again, please accept our apologies for your experience on this occasion.  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 01/09/2024

  Better Business Bureau:
  
  Thank you for checking into this.  I hope the reps who continually replied to my correspondence after I sent proof of delivery will be shown how they could improve.  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,
  
  ***************************