Business Profile

Airlines

British Airways

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Complaints

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

Customer Complaints Summary

770 total complaints in the last 3 years.
267 complaints closed in the last 12 months.

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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:12/20/2023
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.
I had to change my flight twice last week due to issue with a family member. . I called last week they told me that there would be no problem changing the dates and the dates I needed changed to were less than my first ticket. I tried to make the change online but it would not allow me. So I had to call BA and when I did they told me that I was being charged $25 both times because I called them to change the dates. The flight was actually cheaper than my original ticket. I would if changed it online but the app did not allow me. I feel like youre squeezing more money out of me due to your app not doing what it's supposed to. Everyone has emergency's come up. I don't think this is the time to take advantage of what is already a stressful time. I would like my $25 refunded and $34.60 and the difference of my flight refunded.******: 6 Mar **** 19:35
Business Response
Date: 01/08/2024
The following emails were sent to ********************* on 03Jan24 & 04Jan24:
Dear ***********

An 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.

We have checked the details of your booking. As per our Terms and Conditions, you would pay for the service fee which is $25.00 and any difference in fare to change the flight.
As a gesture of goodwill on this occasion only, we will refund both the service fees which is $50.00, however, we wouldn't refund for the difference in fare to change the flight.
We can arrange a bank transfer for $50.00. 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.

We look forward to hearing from you.

Best regards

****
British Airways Customer Relations
Your case reference ***********
================================================
Dear ***********

An update from British Airways
Thanks for contacting us.
We have arranged a bank transfer for $50.00. This can take up to 28 working days. Please be aware for future reference these charges will be applicable.
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:12/19/2023
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 signed up for a British Ariways credit card on April 2023 through our bank ***************** *****.As per contract this credit card we could reward points (called Avios by the airline program). Throughout the year we accumulated ******* avios, but either the bank or the airline created unbeknown to us a new airline membership number, (#********) on top of the one we already had (#********)They deposited the new earned point in the new membership number and we are not able to access them to use them to purchase plane tickets, etc.We have been trying for months to resolve this is*** with the airline on multiple ocassions. We have open case numbers (reference # ******** but we have not reached a solution to the case. We would call and write multiple times and only received what seems standarized replies acknolowing our plea and even asking us for copies of driver licence, passport, utilities bills to proved our identity. We have complied with their requests but have acomplished nothing. Lately they did not even ackwoledged not reply to our attepmts to solve the is*** of duplicate accounts.On the other hand, the bank that is*** the card (*****) denied all responsibility in the matter.We have no other alternative but to look for a mediation by an official organization like the BBB before going to court and *** the bank and/or the airline.As a result we dont want any further relationship with these businesses. We want a compensation in the amount of $3,455, which is the value that the airline assigns to the missing Avios. (******* avios = $3,455 if you were to buy avios in their own website)
Business Response
Date: 01/03/2024
The following email was sent to **************************** on 22Dec23:
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 you're having issues merging your ************** accounts. I appreciate your frustration with this, especially as you've already sent us the relevant information we've asked for.
I've asked our ************** team to take a look into this and resolve it as soon as possible. They'll be in touch with you directly about this.
Please be assured I've logged your comments and ensured they've been fed back to the relevant teams. We'll use your comments to help improve our service going forward.
Once again, please accept our apologies. I hope we can welcome you on board soon.

Best regards

*******************
British Airways Claims Investigation Specialist
Your case reference is*********
Customer Answer
Date: 01/10/2024
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:

They just submitted now in January an exact duplicate of their first response. They did indeed reach out to me on December to ask me again to start the process of requesting the avios "missing" but I had no way to get a person to fix the problem and restitue the points nor the money.
It is impossible to penetrate their burocratic walls. They have deployed a system of automatic replies and transaction loops that keep us from recovering or getting any form of justice. It has been months!! They definetly lost a customer.
I would elevate my complaint to the US ********** of *************** This is unacceptable. It is fraud!!
*********************************

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 email was sent to **************************** on 23Jan24:
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.
I'm sorry to hear at the time of getting back in touch your issue was still unresolved. I've contacted our ************** team and they've advised that they've now merged your records. Your active membership number is ********. You'll need to contact ***** to ensure their records are up to date with this.
Just for future reference, Customer Relations are unable to assist with ************** queries as we don't have access to the systems required. However our ************** team will be more than happy to help if you have any future questions. I've attached the contact information link below or your refence.
************************************************************************************************
Thanks again for contacting us 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: 01/31/2024
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:12/15/2023
Type:Product Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Since September 2022 I have been requesting a refund from British Airways because I was issued an eVoucher and when I tried to use the eVoucher on multiple attempts the usage was denied with an explanation that "pricing" could not be determined. On many interactions with BA customer service I received responses which ignored all the information I provided and repeatedly just supplied directions on how to use an eVoucher. In the most recent interactions in August 2023 I received a request for receipts for travel we paid for out-of-pocket because we were denied usage of our voucher. I provided these receipts on 8/11/2023 and got no response. On 9/5/2023 I followed up again asking about the status. On 9/6/2023 I received a call from ********** who now claimed that the eVoucher "cannot be used for travel on American Airlines" and "only for transcontinental". After that phone call I again consulted the BA website regarding eVouchers, verified no such restrictions exist, and again contacted ********** via the BA communication system on 9/7/2023 requesting a refund since these new excuses are not valid. Again I have received no response from BA. It is completely unfair for BA to issue an eVoucher and then repeatedly deny usage when my attempted usage complied with all the documented conditions for usage (including on AA as a partner airline which is what we attempted). Attached is the extensive complete history and I am requesting that BA please take the time to review all of this history to fully understand my situation. Note that this issue has been going on so long that I no longer have the credit card I used to purchase my travel on BA so the refund will have to be to a different credit card or bank account. In summary, I had documented out-of-pocket expenses (with receipts) for travel I should have been able to use my eVoucher for and therefore deserve a refund to reimburse me.
Customer Answer
Date: 01/09/2024
Better Business Bureau:

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

Sincerely,

*****************************
Initial Complaint
Date:12/13/2023
Type:Product Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
09/14/2023 LEFT ******* ON BA TO ******.WHEN I GOT TO ****** THEY SAID MY FLIGHT HAS SWITCHED AND I HAD 2 GO 2 ANOTHER TERMINAL.WHEN I LANDED IN LA THERE WERE NO *****. I WAS NOT THE ONLY ONE THAT WAS MISSING ***** I WAS TOLD THAT THE ***** WERE STILL IN ****** AND THEY WOULD DELIVER TO MY HOUSE. 4 DAYS LATER I REC THE ***** CASE & NOT THE LARGE IT GREY HARDSHELL CASE. I FILLED A COMPLAINT AND RECEIVED A CASE NUMBER. THEN I RECAN EMAIL THAT SAID BOTH ***** WERE DELIVERD AND THIS IS NOT TRUE ONLY ONE DELIVER COURIER CAME TO MY HOUSE WITH 1 BAG . I NEED THE AIRLINE TO PROVE TO ME THAT 2 COURIER SERVICES CAME TO MY HOUSE.THEY DID NOT ONLY 1 CASE A DELIVERED THE 1 BAG AND SAID AS SOON AS THEY RECEIVED THE OTHER THEY WOULD DELIVER IT .. I STILL DO NOT HAVE THAT CASE ..1st I REC AN EMAIL FROM BA ASKING ME FOR MY BANK ACCOUNT INFO AND THEN I RECEIVED AN EMAIL SAYING THIS CASE IS CLOSED CAUSE BOTH BAGS WERE DELIVERED.... AGAIN NOT TRUE ... I WANT MY SUIT CASE OR I WANT TO BE REIBURST FOR ALL CONTENTS ... BELOW IS EMAIL FROM BA --- NOW THAT SAYS IF I TOOK / HAVE *** MAKE A CLAIM WHY WOULD I MAKE A CLAIM IF I RECEIVED MY BAG --- I AM NOT THE ONLY PERSON DEALING WITH THE BAGGAGE SITUATION. MY PROBLEM I THAT ONCE YOU OPEN A CASE WITH BRITISH AIRWAYS THEY CAN TAKE UP TO 2-4 MONTHS TO ANSWER YOU. IN THIS CASE IT WAS 2 MONTHS . NOT ONLY AM I OUT OF A SUIT CASE WITH ALL MY BELONGINGS BUT MY ****. ALL THE **** I SPEND CHASEING THIS IT IS JUST NOT OKAY ANY MORE .... IF THERE WAS ANOTHER WYA TO GET ACROSS THE ****** OTHER THATN A BOAT) I WOULD THIS IS TO STRESSFUL FOR ME AND EVERYONE ELSE AND THE AIRLINES KEEP GETTING AWAY WITH THIS ... SO I CALLED THE *** COMPANY AND **** SAID THAT BA SAID BOTH ***** WERE DELEVIED THEY WERE NOT .. I AM ONLY A LITTLE PERSON THEY SEEM TO HAVE ALL THE CONTROL AND GET AWAY WITH IT. I SWEAR TO GOD I DID NOT RECEIVE MY LARGE IT GREY SUIT CASE ONLY THE SMALL YELLOW ONE .. PLEASE SOME ONE HAS TO PUT A STOP TO THIS. THANK YOU
Initial Complaint
Date:12/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 11, 2023, I was supposed to go on board with British Airways from *** to *** with booking reference number ******. I checked in my bags and I headed through security after that I had an issue with the police department and had to check out for 3 hours. After that, I was released and went back to the British Airways staff to rebook. ***** who was one of the managers had not a very good attitude but it was fine with me even though it is not acceptable. First, she called the police department to ask them if I was arrested and they said yes but she is not allowed to know why because it is personal. She came back and asked me why and I told her it is personal matter and I am now released and free to go. She showed clear assumptions about me saying were arrested for theft? I dont why she should be saying assumptions and accusations and it is non of her business. This managers name is *****. I didnt even talk to her about it as I was physically and mentally exhausted and I needed to board. She also took a procedure which was cleared to me by another manager few minutes later that she shouldnt do. She called the police department at the airport and also at ****** to ask them if it is ok. The other manager when I asked him he said no since you dont have any remarks or any security concerns on your name you are good to go and we dont call anybody about it. Even though she did, and I believe thats because of her false accusations and assumptions about me which is I see clear racism. After all of that they were trying to rebook me and ***** left. After looking they rebooked me on the next day flight and after they confirmed to me that I am on this flight. I was leaving and I asked the male bearded manager who I dont know his name, I asked him what is the name of the lady who was taking care earlier because I would like to file a complaint and this lady is ***** who is mentioned earlier. The third manager whose name is ********************* me and she took me off the flight just because I wanted to file a complaint and this is was her only reason that I am not allowed to practice my rights of filing complaints against them. Now, I am already off the flight and I am not flying because I wanted to file a complaint.
Business Response
Date: 12/28/2023
The following email was sent to ******************************* on 27Dec23:
Dear ***************

An update from British Airways
Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to respond you directly.
I'm sorry to hear the problems you had when travelling to *************** recently. This isn't what you would expect when travelling with us, so understand the need to let us know.
I can see that you were unable to travel on your original flight due to a security issue. However, we had difficulty rebooking you as the next available flight was very busy.
I can see that your orginal flight was booked through your Travel agent, and usually any changes must go through them. However, there is a note to advise that due to the problems you suffered, one free change can be made direct with us. If you decide you want a refund, this would have to be done directly with your Travel Agent.
Once again, thank you for getting in touch. I hope this information is helpful.
Best regards

*****
British Airways Claims Investigation Specialist
Your case reference is:********
Initial Complaint
Date:12/08/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have booked premium economy class tickets for my parents with this airways. Booking reference number: ****** I am not mentioning the passengers names here. We have no issues with up trip. In the return, they had some issues with the flight timing and rebooked the flights. When they issued new tickets, they provided economy tickets instead of premium economy. When I asked they said they don't have it. They said you can claim the refund. I have submitted the request multiple times and I replied multiple times to get the status. Earlier they use to respond atheist, but now they stopped responding. It's been 7 months. Return is in April 1st week now its December 1st week. It's almost 8 months. I am really ****** of this service. This ticket has thier travel partner American airlines. They said British and British say American. I don't know whom to check. Please resolve this issue. I am attaching the various response I have received as well.
Business Response
Date: 12/28/2023
The following email was sent to *********************** on 28Dec23:
Dear *************

An apology from British Airways
Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to respond you directly.
I'm sorry to hear your return flight was cancelled and you were downgraded on your rebooked flight from *****************. I understand you have requested the applicable refund for the downgraded flight, but you haven't received this yet. We know this isn't what you expect from us, and I understand why you needed to get in touch about this.
I have escalated your request with our Refunds team. They will process the applicable refund back to the original form of payment used. Please note, a refund can take up to 14 working days to reach you once processed.
Once again, I'm sorry you've had to follow this up with us. We hope we can welcome you back on board again soon.

Best regards

*****
British Airways Claims Investigation Specialist
Your case reference is*********
Customer Answer
Date: 01/12/2024
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:12/06/2023
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.
On Saturday, November 18th, prior to booking a last minute roundtrip flight with British Airways, using British Airways Avios miles, for a flight from Wash DC to *******, I spoke with a reservations agent via phone. I confirmed that if for our return flight from *******, if we were to miss it due to connection times, if we would be refunded for the return leg mileage (****** Avios) and taxes $11.20. The rep from the call center noted that yes, we would be refunded for the flight we couldn't make.However, upon Sunday early afternoon, it was apparent we may not be able to make the return flight from ******* to *************. We called and spoke to a reservations agent, and they noted that we could cancel the return leg but once we did so, we could not get it back. Once it was cancelled it was cancelled....but we would be refunded for the leg. We opted to do what we thought was the right thing and we cancelled the return flight, with the full expectation we would be refunded the ****** miles for the two business class seats and the $11.20 in taxes.Once we got to the airport, we actually made it to the gate on time but the partner airline noted that BA cancelled our flight even though we had checked in for it. They ended up giving our two business class seats away and the play was now deemed full...and we couldn't board.AA noted because they were able to fill our seats we should be refunded because we didn't fly nor was AA going to charge British Airways for the seats.Upon emailing BA they now refuse to refund the 30K miles as well as the $11.20 for the taxes...noting that due to the first half of the itinerary being flown, they can not refund the return. This goes against what we were told prior to booking the roundtrip flight as well as what we were told when we cancelled the flight to free up the seats for someone else. If we had known, we would have booked 2 one way flights or never cancelled the return. We want our miles back as promised.
Business Response
Date: 12/28/2023
The following email was sent to *************************************** on 20Dec23:
Dear *******************

Your feedback to 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 learn you were unable to take your flight with American Airlines on 19 November. We understand your reasons to contact us. We'd also like to thank you for your patience while we got back to you.
I've had a look at your booking and noticed you made it on 18 November on our website. All our customers have to accept the fare rules associated with their ticket and the General Conditions of Carriage to be able to make a reservation on our website. As per the fare rules of a reward ticket, we mention under section 17.1 that Avios will not be refunded for partially flown bookings. You can read more about it by using the link below:
Terms and Conditions | ************** | British Airways
I've also looked the notes in your booking when you contacted us on 19 November at 20:33 GMT. We advised you there will be no refund due back to you if you cancel your booking and you advised us to cancel the booking as you wouldn't be travelling.
I'm afraid there is no refund due back for your cancelled booking ****** as per the fare rules of your reward ticket. I understand this isn't the outcome you were hoping for and I'm sorry to disappoint you.
Once again, please accept our apologies for your experience.
Best regards

***
******* ******* ****** ************* **********
**** **** ********* ***********
Customer Answer
Date: 01/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: the airline has misstated in multiple instances. First before we booked the flight, we were told we could cancel and get our miles returned. The airline is quoting their standard textbook response without making an exception based upon the facts and the misstatements that were made by their call center. Refunding us our miles is no loss to them.

[Your Answer Here]

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

Sincerely,

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

Business Response
Date: 05/29/2024
The following email was sent to *************************************** on 13May24:
Dear *******************

An update from British Airways

Thanks for your recent email.

Just as a reminder of our conversations, there is no refund due back for your cancelled booking QBMA26 as it was cancelled as per the fare rules of your reward ticket. This booking was made on our website and you'd accepted the fare rules of your ticket when you paid for it.

We do understand how strongly you feel about this. When a customer has any kind of concern, we share the feedback through the organisation, and focus on what we can do to avoid the issue happening in the future. We're sorry you're unhappy with the outcome of your complaint.
However, as a gesture to goodwill, I've added ****** Avios to your account. I hope this goes some way to resolve this matter.

Thank you for getting in touch with us about this. If we can assist you with any other separate issues then please do let us know.

Best regards

***
******* ******* ****** ************* **********
**** **** ********* ***********
Customer Answer
Date: 06/06/2024
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:

We believe we should get the total ****** miles refunded since the flight was not taken. We request the additional ****** miles be credited back to us.

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

Sincerely,

*****************************
Initial Complaint
Date:12/01/2023
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.
Our flight was delayed and we filed complain with British Airways on Oct 7th with Case reference number : ********, It is almost two months and have not heard anything from them. I have tried asking them multiple times but no response. I need my claim resolved asap.
Business Response
Date: 12/20/2023
The following email was sent to *************************** on 19Dec23:
Dear *******************

Your feedback to 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.
Were very sorry that your recent flight with us was cancelled due to technical reasons. We know this isnt what you expect when you travel with us, so we understand why you needed to let us know about this. Wed also like to thank you for your patience while we got back to you.
Your flight BA0309 on 06 October was cancelled due to technical reasons. We don't underestimate the inconvenience caused when a flight is cancelled, so please accept our sincere apologies for this experience.
Whilst we are unable to pay compensation for this cancellation as you were rebooked to arrive at your destination within three hours of the original arrival time, we're happy to cover the costs you've incurred due to this cancellation.
I've checked your claim and we're happy to cover your taxi expenses from ************ to your residence, lunch costs and phone costs. However, we're not liable for your taxi expenses in *****.
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.

Best regards

***
British Airways Claims Investigation Specialist
Your case reference is:********
Customer Answer
Date: 12/21/2023
Better Business Bureau:

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

[Your Answer Here]
I have responded to business in *********** using their website. I partially agree with their analysis. I am expecting them to pay me for ***** taxi fare and flight compensation.

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

Sincerely,

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

Business Response
Date: 12/28/2023
The following email was sent to *************************** on 21Dec23:
Dear *******************

An update from British Airways
Thanks for your recent email, although I'm sorry your unhappy with our response.
As we've discussed previously, you're not *********** ** compensation as you arrived in ******** before your original arrival time of 22:00 on 06 October. I'm afraid we're only liable to pay compensation if a customer is delayed by 180 minutes or more from the original arrival time. We're also not liable for any transport costs to get to the airport, hence we're unable to cover your taxi in *****. I understand this isn't the outcome you were hoping for and I'm sorry to disappoint you.
Thank you for sending us your bank details. Ill transfer $286.40 to your ***** Fargo bank account using the details you provided. Please don't respond to this email in the next ***** hours, as this may delay the payment being processed. You'll receive this payment within 28 working days.
Thanks again for contacting us.
Best regards

***
British Airways Claims Investigation Specialist
Your case reference is:********
Initial Complaint
Date:11/29/2023
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.
We purchased tickets for flights from ******************** to ******** and onto ********* using Booking numbers ****************** originally leaving on 11/06/2023 and returning from ******** on 11/21/2023. Unfortunately, we couldn't take these flights due to my wife being diagnosed with breast cancer and we canceled the reservations around July 27, 2023 and was told that my wife's booking (******) would be refundable in full due to her cancer diagnosis. My booking (******) would be held for a later rebooking due to her illness. I was told that she would need a doctor's ****** showing of the illness that I provided to BA around 8/11/2023... after not hearing anything for a week when I was told of response in ***** hours I received word that the ****** needed more detail, so her doctor provided another ******... again after multiple days and delays after being told to expect a ***** hour response, an email told me it was rejected and to call again. This call and same response occurred another 4 times where I was told that my wife need to have a terminal illness. Why couldn't someone tell me this in the previous 5 attempts? I then started to make arrangements to rebook both reservations for the next year... It took a series of long calls on 10/23/2023 to rebook both reservations and I was charged an additional $500. I waited for our confirmations, and I received mine a number of days later and my wife's failed and needed to be rebooked due to not being placed on the same flights as mine which was supposed to occur. After waiting another week an email confirmation, a response to call yet again and that the price to book would be over $900.On 11/16/2023 I had had enough... I had over 11 calls totaling over 9 hours of my time with BA support and was given different information though out these calls... I was done and wanted just the refunds promised originally. The support person finally said they would, and I've been waiting now 2 weeks with no refund!
Customer Answer
Date: 12/26/2023
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]
British Airways did refund my wife's ticket in full as they had originally promised 5 months ago... why it took five months and 9 hours or phone calls is beyond me... They have promised to refund a portion of my ticket, of about 25%, but this has not come through after 10 days since the last communication with them. The unfortunate thing with BA has been NO COMMUNICATION and then broken promises that require ********** them. They need to have an advocate (customer service person), but no one seems to take responsibility for answers given during my calls to them.

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 email was sent to *************************** on 17Jan24:
Dear ***********

An apology from British Airways
Thank you for contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations and we have been asked to contact you directly.
I'm sorry to hear about the problems you've experienced when trying to get a refund of yours and your wife's booking, especially due to the reason why. This isnt what you should expect of us, and we understand why you needed to let us know about it. Wed also like to thank you for your patience while we got back to you.
I've looked into both of the ****************. I can confirm your wife's booking was refunded on 13 December, however, it can take up to 21 working day for the refund to show back in the relevant account.
I've can also confirm that your refund was sitting with our Refunds team, however, I noticed that your refund is based on the fare rules of your ticket. We've contacted our Refunds team today, and they are now refunding your ticket in full. The refund will show in two parts, and again, this can take up to 21 working days to show in the relevant account.
Thanks again for getting in touch, and please accept my apologies for any inconvenience.
Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:********
Initial Complaint
Date:11/29/2023
Type:Billing Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 19, 2023 I purchased 2 tickets on British Airways for myself and my husband ***********************. The tickets were $451 each plus Avios miles. I was originally charged on my *************** card $902. The ticket was cancelled and rebooked using a Citi AA card for the same amount. Although the miles were transferred back to my account, the charges were never removed. I have contacted British Airways numerous times. While the charges were initially removed, they were later added back. Finally, on November 7th, having had no luck in getting the charges removed, I cancelled the tickets which caused me to incur a 110 charge. As you can see from the attached credit card statements, I have been charged $2706 for the tickets plus $110 for the cancelation fees and only credited back $1804. So British Airways has $1012 of my money and I have no airline tickets. I am including a document that shows the charges from both of the credit card companies along with the reference numbers.
Customer Answer
Date: 12/24/2023
Better Business Bureau:

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

Sincerely,

****** ****

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