Complaints

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

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  British Airways

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

• 

  British Airways

  1830 K Street NW Washington, DC 20006

• 

  British Airways World Cargo

  516 Express Center Dr Chicago, IL 60666-5044

• 

  Open Skies, Inc.

  6322 S 3000 E Ste 150 Salt Lake City, UT 84121-6921

• 

  British Airways

  2427 S 161st St Seattle, WA 98158-1102

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:10/30/2023

  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.

  i flew from ****** to *** on july 18th and ** flight was diverted to ****** i needed to take a uber to *** they told me they will reimburse me and the still havent reibursed me about $450 i am waiting a couple of months they wont respond to my emails and wont be helpfull over the phone

  Business Response

  Date: 11/15/2023

  The following email was sent to ********************** on 02Nov23 & 06Nov23:

  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 for the delay in our response and for the problems you've had with receiving your payment. You were right to get back in touch with us about this.
  Our Payments team have confirmed the bank transfer for $400.06 to the ********** account was unsuccessful. Therefore, we'd like to raise a new bank transfer as soon as possible for you. 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 *** routing number)
  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 occasion.  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear ***************************
  
  An update from British Airways
  Thanks for providing the requested information.
  I've raised a bank transfer for $400.06 to your ********** 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.
  Thanks again for contacting us.  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  British airways cancelled my flight and rebooked me 12 hours later. I paid for a 1.5 hour layover and am owed money back for having to wait 12 hours. This was not for weather or other understandable cause - it is pure negligence and disrespect for customers. I have contacted them with no response even though based on ** law, I am *********** reimbursement.

• Initial Complaint

  Date:10/26/2023

  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.

  I paid for a first class ticket with British Airways the reference number ******. They canceled my initial flight less than 48 hours prior to my departure on April 20, 2023 and rebooked me on another flight at another airport in another state 2 hours away from my home. In addition I had to pay a high Lyft rate for this change Due to this I missed my original connecting flight and was stuck at the airport for over 6 hours. On my return trip home they canceled my flight less than 24 hours before departure on May 11, 2023. After calling customer service and spending hours on the phone they put me on an economy flight even though I paid for first class and they still have yet to refund me for the inconvenience. I filed a claim and the case numbers are ********* ********* ********, and ******** back in April/May and I have yet to hear anything back from British Airways please help.

  Business Response

  Date: 11/13/2023

  The following emails were sent to **************************** on 31Oct23 & 04Nov23:

  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 very sorry that your flight was cancelled before you were due to start your journey. I completely understand why you've contacted us, especially as you incurred additional expenses.
  Firstly, I note from your emails that you had other flights disrupted on your itinerary. I've looked to see if any are eligible for compensation.
  I'm pleased to say that flight, BA0216, which was cancelled is eligible for compensation of ****** as the distance of your journey was over 3,500 km.
  Unfortunately, although I understand you missed a connection at *************** to *****, the aircraft departed on time from the US but as delayed while in the air due to air traffic control. I also checked your return flights and there's no compensation on those on this occasion due to the disruption being outside of our control.
  I understand you were rebooked into a lower cabin from ***, ********. I've already emailed our Refunds team and asked them to process the applicable refund back to your original form of payment.
  Thank you for uploading your expenses for $112.88. I've raised a bank transfer for this amount and for your compensation of $630.64 (******) to your ***** Fargo account using the details you provided. Please allow **** working days for this to reach you.
  Please be assured, I've logged all your comments with the relevant teams. We'll use your feedback to help improve our service going forward.
  Once again, please accept our apologies. I hope we can welcome you on board in the future.
   
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is*********

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

  Dear ***************
  
  An update from British Airways
  Thanks for getting back in touch with us and I'm sorry you've not received your refund for the difference in cabins travelled.
  I've asked our Refunds team to calculate this and process this back to your original form of payment. I expect this will take around 14 working days. At this stage, I don't know the amount but id they inform me after they've processed your refund, I'll be sure to let you know.
  Thanks again for getting in touch with you.
  
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 11/14/2023

  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:

  [I haven't received my refund for the difference in cabins travelled. It's been weeks and I haven't heard anything back from the refund team. Once I receive my refund only then will I consider this matter closed.]

   

   

   

   

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

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

• Initial Complaint

  Date:10/26/2023

  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.

  I am emailing today to request a refund for a recent cancelled flight from British airways. On October 14th I had a returning home flight from Santorini ****** to *****, ** that was the cancelled the morning of my flight. I was traveling with a party of 7 and half of the party was able to leave which caused a separation in the group. I tried speaking with British airways but did not get any resolution or accommodation. I unfortunately had to book a separate flight from Santorini to ****** ******, pay for a hotel in Athens with the attached receipt and catch a flight from ****** to ********* and book another hotel thats attached. And then ********* to *** and then *** to *** (*******, **). This has also caused me to miss work due the unexpected cancellation and pay more than expected for transportation to and from the hotels and airport. Ive tried multiple times to resolve my issues and concerns with British airways and while speaking with multiple representatives the only resolution was for me to wait for a new flight that was 6 days from my purchased leave date of October 14th.I called American Airlines and spoke with two different supervisors and one manager refunded me for the cancelled flight from ****** to ***** and advised me to email regarding accommodations.Attached is all the receipts from money I had to spend regarding flights to get Back home to *******.******* filed a complaint through ******** and British airlines .Due to American Airlines a Staying I have to go through British airlines called and spoke with supervisor ****** October 24 who then advised she do not see my complaint.I am just so overwhelmed and stressed due to the situation and No one from British will assist even during the situation

  Business Response

  Date: 11/13/2023

  The following emails were sent to ********************** on 31Oct23 & 03Nov23:

  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 very sorry that your flight, BA0653, on 14 October was cancelled. I completely understand why you've contacted us, especially as you incurred expenses as a result of what happened. I'd also like to thank you for your patience while we responded to you.
  It's disappointing that your flight was cancelled and we were unable to rebook you. I understand your reasons for submitting us your receipts. I'm happy to cover the cost of your hotel expenses you submitted. Although I appreciate your reasons for asking, we're unable to cover the cost of any alterative flights you purchased. However, you may be able to make a claim through your travel insurance provider. If they require any additional documentation, then please let us know.
  I've also looked to see if you're eligible for ** compensation. I'm pleased to advise that you're *********** ****** **R as flight, BA0653, on 14 October was cancelled.
  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 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 my apologies. I look forward to hearing from you soon so I can settle your claim. 
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear ***************
  
  An update from British Airways
  Thanks for coming back to us with your bank details.
  I can confirm I've raised a bank transfer for your compensation of ****** **R ($636.21) and a separate one for your expenses for $616.33. This will take approximately around **** working days for this to reach you. Please do not respond to this email within 72 hours as it may delay your payment.
  Thanks again for coming back to us. We hope to welcome you on board again soon.
  
  
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:10/24/2023

  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.

  Absolutely the worst experience EVER! Follow me. Flew into ********, no problem. Waited for 5 hours, three extra hours, for our connection to ***** then the cancelled the flight. Scrambled for a hotel and a new flight the next day. They routed us through ****** the next morning. That flight was 1.5 hours late so we missed our connection to *****. Because we missed the connection (their fault), they cancelled our return flights. After two hours on the phone with customer service from the **************, they booked us a new return flight, THEN THEY MADE US PAY $1300 TO FLY FROM ****** TO *****! Then, for no reason they cancelled our return flight again! After hours, and hours and hours with customer service, we finally got a return flight five days after our original return flight. Meanwhile, they lost my wife's luggage. We finally got 15 DAYS after they lost it. Return flight? More problems with our reservations. At no point was British Air helpful. They left the onus on us to fix their mistakes at every turn. They completely ruined a three week vacation and they don't care. They wouldn't even let us speak to a supervisor or manager. AWFUL, bordering on passenger abuse

  Business Response

  Date: 11/13/2023

  The following emails were sent to ********************* on 03Nov23 & 09Nov23:

  Dear ***************************
  
  An apology from British Airways
  Thanks for contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations and we've been asked to respond to you directly.
  We're sorry to hear about the experience you had when you travelled recently. You were right to get in touch with us about this. I'd also like to thank you for your patience whilst we got back to you.
  In order for us to look into this further for you, we do require more information from you. It would be helpful if you could provide us with your booking reference, ticket number or flight details. Once we have this information, we can assess your case fully.
  You can send this information by replying using the blue link below. If you need to upload any documentation, you can do so here.
  Once again, please accept our apologies for your experience on this occasion.  
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear ***************************
  
  An update from British Airways
  Thank you for sending the requested information.
  We're very sorry to hear about the experience you had throughout your trip to and from *****, especially as multiple flights were delayed or cancelled. 
  Ive checked the details of your journey and Im pleased to advise youre *********** compensation for the cancellation of your flight, BA0517, on 15 October. The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with ** law. This means youre *********** ****** in compensation.
  This would be raised in your local currency as the equivalent $1,287.60. 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're also happy to reimburse the expenses you incurred when your bags were delayed. This came to a total of $691.64. Once we have the above bank details, we can raise this as a separate transaction.
  We appreciate you sending in the receipts for the expenses you incurred during the disruption. We've assessed your claim and we're happy to reimburse most of those expenses. The only expense we need more clarity on is the cost of $1,136.00 for new tickets. Could you send us a copy of the tickets you purchased or a copy of the bank statement or receipt for this charge, please?
  Without the further information, we cannot assess this as part of your claim and the most we can contribute is $1,585.19 for the other expenses. We can raise this as a third transfer once we have the requested bank details.
  Once again, please accept our apologies for your experience on this occasion.  
  
  
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:10/24/2023

  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.

  Hi, I had a return ticket from *******-*********-******* via *************** through British Airways. The return flight was on 21st August, but British Airways cancelled the connecting flight from *** to *** and rebooked the flight on 22nd August.I have filed a claim with British Airways as per "Notification of Rights under EC Regulation No ******** (as required by Article ****)" on August 28th and got a Case reference number : ********. I tried reaching British Airways multiple times for an update on the case but did not got any response. Its been close to two months with any response. The policy says a refund of EUR 600 per passenger.After we landed ******* on 22nd August, one of my primary checked-in bag was missing, and the British Airways team filed a case# *********** after so many follow *** the bag was delivered on 7th October . It took 45 days for British Airways to find our missing bag. There was no compensation given on this. I expect a EUR 200 as compensation for missing our bag. Details:Booked through Cheapoair: ******** Travel Date: 08/21/2023 Cancelled Date 08/21/2023 (BA 197) Re-booked: 08/22/2023 ( BA 195)Case: ******** (Bank Account Details Provided in the claim)I can provide any additional details if required about the travel.

  Business Response

  Date: 11/13/2023

  The following emails were sent to ******************** on 31Oct23 & 10Nov23:

  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 sorry to hear your bags were damaged during your recent trip to *********. This isnt what you should expect of us, and we understand why you needed to complain about it. Wed also like to thank you for your patience while we got back to you.
  
  
  We're happy to reimburse you the value of those cases in full. Therefore, I've raised a bank transfer for the full $197.14 to your **** of America 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.
  I under your bags were also delayed on your return to ******* in August.
  We appreciate you may have needed to buy replacement essentials while you were waiting for your baggage. Id like to get this sorted for you as quickly as I can, so please send me receipts or details for any items you needed to buy, and Ill see if we can pay towards the cost of these.
  
  You can send these details in the following ways:
  
  Go to ba.com to upload scans
  
  
  
  Post them to:
  
  
  British Airways Customer Relations
  *******************************************************************************
  ***
  
  
  If you send ** any documents in the post, please add your Customer Relations reference number to them this is *********
  We've also sent a request to the relevant team to ask them for more information on the reasons why your flight from ********* was delayed on 21 August. Once we have this information, we can assess your compensation claim in full and will contact you directly with an update. 
  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.
  
  Once again, please accept our apologies for your experience on this trip. If I can help with any information, or you need anything else, please contact me directly using the blue link below. 
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear *************
  
  An update from British Airways
  Thanks for your patience whilst we got back to you about your compensation claim.
  We've received further information regarding the reason why your flight, BA0276, on 21 August was delayed. Your flight was delayed due to a passenger medical emergency on board and the aircraft had to return to the stand. 
  We take all reasonable measures to avoid disruption to a flight and we always consider if there are any other alternative solutions before we make a decision. The delay was out of our control and caused unforeseen disruption to our schedule. Therefore, you aren't eligible for compensation for the delay and missed connection.
  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: 11/14/2023

  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:

  Hi 

  I raised a compensation request for the cancelled flight BA 197 not for the delayed flight(BA0276). As per ** rules if a flight is cancelled by the carrier, they are *********** compensate the passenger. 

  This was my complaint ", I had a return ticket from *******-*********-******* via *************** through British Airways. The return flight was on 21st August at 14:35, but British Airways cancelled the
  connecting flight from *** to *** and rebooked the flight on 22nd August at 09:35. Please re-review the compensation request about the cancelled flight for me along with two kids (total 3 passengers). 

  Thank you

   

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

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

  Business Response

  Date: 11/30/2023

  The following emails were sent to ******************** on 15Nov23 & 22Nov23:

  Dear *************************** *****
  
  An update from British Airways
  Thanks for your recent email reply.
  Ive checked the details of your journey and Im pleased to advise youre *********** compensation for the delay to your flight, BA0197, on 21 August. The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with ** law. This means youre *********** 520.00 in compensation.
  
  
  
  The total amount of compensation youre due is 1,560.00 as there are three passengers included in your claim. Ive raised a bank transfer for this amount in your local currency, $1,911.09, to your **** of America 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.
  Thanks again for contacting us.
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear Mr ************** update from British Airways
  We're sorry to hear you haven't received one of your bank transfers.
  There was a problem on our side with the transfer when it was attempted. However, this has been fixed and the payment has been raised again. 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're sorry for any inconvenience caused.
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 11/30/2023

  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:10/23/2023

  Type:Sales and Advertising 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 a flight from *** to **********, ** (stop over in ****************) Brisish Airways lost two of our bags with clothing and medication. The bags were reported lost on 9/09/2023 (**********) through a kiosk at the baggage claim. There was no employees at the desk just a sign to make a claim through the kiosk. Other family members traveling with us also had missing luggage (5 pieces) among the 13 of us. There were multiple other passengers affected and there was a long line to enter our claim on the kiosks. We had to purchase clothing and tioletries for the remainder of our trip because one bag was never delivered to us. I spent much time online chatting to try to locate the luggage. On Saturday, Sept 17, 2023 assured me the luggage would be sent via courier on Monday, Sept 18, 2023 (I have screen shoot of this and several other conversations). Luggage never came within the 2 weeks of our trip. After landing back in ***, I went to talk to a BA employee at the luggage desk and they had to re-open my claim because the original claim had been closed already???? New Claim # ********** On Oct 2, 2023, I submitted a claim for reimbursement for the essential but have not hear back from BA. They also told me since it was more than 21 days the luggage was probably lost and to submit a claim for lost luggage. I submitted that claim on Oct 11,2023 and have not had any response. We would like our claim for essentials ($500) and replacement for lost luggage/personal items ($2,000) be processed in a timely fashion. The lack of concern and response has been very disappointing and frustrating. Much time has been wasted trying to get this resolved and is very unfair to their customers.

  Business Response

  Date: 11/13/2023

  The following emails were sent to ******************* on 31Oct23 & 05Nov23:

  Dear ******************
  
  An update from British Airways
  Thank you for contacting the US ********** of *************** A copy of your correspondence has been sent to Customer Relations and we have been asked to respond to you directly. I'd also like to thank you for your patience while we responded to you.
  We're very sorry to hear that your bags were delayed when you travelled with us to **********. I completely understand why you've contacted us, especially as two of your bags were initially delayed and you've incurred expenses.
  Our records show that both bags have now been delivered, with the final bag being delivered on or around 21 October. If this isn't the case then please let me know so I can follow this up with the courier.
  I note from your email that you incurred expenses when you never received your bags on your trip. Unfortunately, I can't see the receipts/documents you've tried to upload to submit your claim. You mentioned that the claim for your first needs was around $500.00. It would be very helpful if you could send us an itemised list and the total value of your claim. You're welcome to upload any receipts if you still have them. You can upload your receipts here.
  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.
  
  Please be assured, we've logged your comments and forward them to the relevant teams. We'll use the to help improve our service going forward.
  Once again, please accept our apologies about what happened. 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 coming back to me and for providing further information.
  I can confirm receipt of your document with a breakdown of the costs incurred. Unfortunately, we will need you to specify the currency so we can ensure we reimburse you the correct amount. Once I have these, I will assess your claim accordingly.
  I look forward to hearing from you very soon.
  
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 11/17/2023

  I responded back to the BA representative with the information they requested.  They have since emailed (11/14/2023) saying they have initiated the reimbursement and it will be in our account within **** business days.  So we hope to see the deposit by the end of the month.  

  Business Response

  Date: 12/20/2023

  The following email was sent to ******************* on 14Nov23:

  Dear ******************
  
  An update from British Airways
  Thanks for coming back to us and for adding further clarity. I can confirm receipt of your most recent expenses. I'd also like to thank you for your patience while we responded to you.
  I can confirm I've raised a bank transfer to your ********************* account using the details you provided for $741.69. Please allow **** working days for this to reach you.
  Thanks again for contacting us and I hope we can welcome you on board again soon.
  
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is*********

  Customer Answer

  Date: 01/08/2024

  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:10/23/2023

  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 have encountered persistent issues when attempting to submit my compensation request for my recent flight-related inconveniences. I have diligently tried on multiple devices and at different times, but I consistently encounter an error message during the submission process. This recurring problem has led me to question whether this might be an intentional issue, although I remain hopeful that it's merely a technical glitch.I am reaching out today to request compensation for the disruptions I experienced during my recent travels. Specifically, my flight was unexpectedly canceled just 20 minutes before I was due to land from my connecting flight with American Airlines. To compound matters, I was only informed of this cancellation upon reaching the airport counter. To make matters even more challenging, I was informed that I had been rebooked on a flight departing from an airport located an hour away. Consequently, I had to arrange my own transportation to this alternate airport.I am kindly requesting compensation for the following expenses:1. **Taxi Fare**: I incurred a taxi fare of 246 GBP for the journey to the alternative airport.( I have my receipt)2. **International Fee**: Additionally, I had purchased travel insurance that included coverage for a 3% international fee. I would appreciate reimbursement for this fee as well.The booking code associated with this travel ordeal is VEM3GP. I kindly request that you refer to this code for all the necessary flight information pertaining to my compensation request. I would Also like my compensation I am *********** under the ** law

  Business Response

  Date: 11/13/2023

  The following emails were sent to ***************************** on 31Oct23 & 02Nov23:

  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. 
  
  Were sorry it was necessary to cancel your flight to ********* on **************************************************** contact about this. We take all reasonable measures to avoid cancelling a flight and well always consider if there are any alternative solutions available before we make a decision. We'd also like to thank you for your patience while we got back to you about this.
  
  Your claim for compensation's been refused because BA1438 on 20 September was cancelled because of strong gusting winds at *************** resulting in Air Traffic Control imposed flow rate restrictions.
  
  We take all reasonable measures to avoid disruption to a flight and we always consider if there are any other alternative solutions before we make a decision. The cancellation was out of our control and caused unforeseen disruption to our schedule.
  I understand you were rebooked to travel from ****** City and you incurred the cost of a taxi for ******, which is $297.77 to your *********** account using the details you provided. Please allow **** working days for this to reach you.
  We appreciate your feedback and have ensured this has been logged with the relevant teams. We'll use it to help improve our service going forward.  
  
  Thanks again for following this up with us. Please feel free to contact us if we can help you any further and I hope we have the chance to welcome you on board again soon.
  
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear *******************
  
  An update from British Airways
  Thanks for coming back to us.
  I'm happy to settle the tax for $305.00. Unfortunately, I'm unable to contribute towards any interest or bank charges. I've amended the bank transfer for this amount.
  Please do not respond to this email within 72 hours as it will delay your bank transfer.
  Thanks again for getting in touch with us.
  
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:10/20/2023

  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.

  After initially booking a ****** Flight with British Airways on the Orbitz App 3/10/2023 (Confirmation ******/Itinerary **************), I contacted Orbitz Support because the traveler names were not showing properly. Was told by ****** support that everything was fine as long as it showed properly with British Airways and that is all that matters. Received email confirmations with itinerary and confirmation numbers for the booking. Never received a communication, not even an email or phone call, saying my booking had issues. I had even filled out all the info requested on the British Airways website and verified the traveler names were correct, and again was never was told there was an issue.So the day of our flight on 10/12/2023, we arrive to the British Airways check-in desk at ***** 3 hours early, and were told that we needed a Ticket Number from Orbitz, NOT the itinerary or confirmation numbers that Orbitz sent me and that there was nothing they could do to help us. So we got out of line and contacted Orbitz via chat and via phone, and after waiting hours, was finally told that there was an error with the information and that British Airways cancelled my flight and that I would not be charged for the flight.So we were left stranded at the airport, had to find a different flight late at night to ****** with another airline, and missed all of our booked activities for the entire 1st day of our once in a lifetime international trip. Never was I informed by British Airways that my flight booking had any issues, until we were physically at the airport. This was due to an error with the British Airways process system and should be corrected so this does not happen in the future.I would like a British Airways credit in the amount of $2586 to account for following: $1280 for the flight error, the extra $703 we had to spend to book a new flight, the missed activities on friday $200, and the wasted ************ stay $403.

  Business Response

  Date: 11/08/2023

  The following emails were sent to *********************** on 02Nov23 & 03Nov23:

  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 hear there were problems with your booking from ******* in October. You were right to get in touch with us about this. I'd also like to thank you for your patience whilst we got back to you. 
  We've looked into this for you and we can see tickets for your booking were never issued, due to a lack of passenger information provided by the travel agent. On 11 March 2023, we sent an email to the travel agent using their email address they had provided and asked them to contact us in order to get this sorted.
  As we received no contact from them and the information we needed was still missing, the tickets couldn't be issued. We appreciate your reasons for claiming the refund and expenses to be reimbursed by us. However, as we were not the booking agent and we did try to notify the travel agent of the issues, we aren't liable for any expenses incurred as a result.
  You would need to continue trying to contact your travel agent with your claim, especially if they have still charged you for your original booking but no tickets were ever issued. If they need assistance with this, they have a dedicated Trade Support team they can contact for further help.
  Once again, please accept our apologies for your experience on this occasion.  
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is*********

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

  Dear *************************
  
  An update from British Airways
  Thank you for your recent email reply.
  We appreciate your reasons for requesting an apology gesture for the experience you had. Whilst this isn't something we would normally offer for a travel agency error, we do understand how disappointing this experience was. Therefore, Id like to offer you an eVoucher for $200.00, which I hope goes some way towards making up for what happened. There are full details about how to use this here.
  
  
  ******** ******* **************
  ***** ******
  ****** *******
  ******** ** ******** ****
  Once again, please accept our apologies for your experience on this occasion.  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:10/20/2023

  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 purchased business class tickets from American Airlines (AA) for my elderly parents to fly between *** to *** with a stopover at ***. The flights were operated by British Airways (BA). Their flight from *** to *** landed late so they missed their connection to DEL. They were put in economy class on Air ***** flight even though they had booked a business class fare.The total flight costs was $8,945.92 for two passengers. For the leg between *** and DEL, the approximate cost would be $2500 for two passengers. The Air ***** economy class that my parents were put into was worth approximately $600 for two passengers that day. Therefore I was originally seeking approximately $1900 in compensation or refunds for the downgrade in service that my parents experienced.I first talked to BA but they redirected me to AA because the tickets were purchased through AA. I filed a refund request with AA but that was closed without providing any reason and customer service also didn't help.I filed a complaint against AA through Better Business Bureau (complaint #********) which got AA to refund me $1216 (Thanks BBB!). They also suggested that I should talk to BA to seek compensation for the remaining uncompensated difference in business and economy fare that I seek. Since BA had already declined compensation to me, I am filing a complain against them to recover the remaining amount $1900 - $1216 = $684.1) Here are the ticket numbers and confirmation numbers. Original ticket was issued by AA.- ************* (AA PNR for ***************************)- ************* (AA PNR for *********************)- ****** (AA record locator)- ****** (BA booking reference number)2) British Airways rebooked my parents in Air ***** economy (AI 112) for their flight between *** to DEL because of the missed connection. They provided a new booking reference number for the rebooking.- 4UGML5 (new BA booking reference number)- *** ********** (BA PNR FOR *****/******** **)- *** ********** (BA PNR FOR *****/***** ***)

  Business Response

  Date: 11/08/2023

  The following email was sent to ************************ on 30Oct23:

  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 can see we responded to your complaint in July 2023 about your request for compensation. However, I'm happy to review your complaint again.
  Flight BA0172 departed on time. Unfortunately, the flight was delayed upon landing due to Air Traffic Control in ***, ******** and at ***************.
  
  Ive had another look at your claim for compensation and Ive taken time to make sure our response is accurate and up-to-date. 
  Flight BA0172 departed ***, ******** on time. However due to Air Traffic Control restrictions the flight landed late at ***************. As this was outside of the control, your parents aren't eligible for ** compensation.
  
  Article 5.3 of the ** Regulation 261/2004 and The Air Passenger Rights and Air Travel Organisers Licencing *********** (** Exit) Regulations 2019 states a carrier is not obliged to pay compensation if it can prove the delay or cancellation is caused by extraordinary circumstances, that couldnt have been avoided even if all reasonable measures had been taken. In Recital 14 and 15 of ** Regulation 261/2004, extraordinary circumstances include weather, strike and the impact of an air traffic management decision which gives rise to a long delay.
  I understand your parents were booked in Club World on their original flight with us and then rebooked in Economy instead with Air ***** to *****.  As their tickets were purchased through American Airlines any refund they are due for the fare difference would be processed through them. Any questions or concerns you have regarding the amount of refund received please contact American Airlines.
  I note from your email, you're requesting further reimbursement. Although I appreciate your reasons for asking, the delay was completely outside of our control and your parents accepted the alternative journey. Unfortunately, we're unable to consider any further requests for a refund or compensation.
  We do appreciate how strongly you feel about this and when a passenger has any type of feedback, we ensure it's fed back to the relevant teams.
  Once again, please accept our apologies. We appreciate you do have a choice of airline and I hope we can welcome you and your family on board again in the future.  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is*********

  Customer Answer

  Date: 11/09/2023

  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,
  
  ***********************