Complaints

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

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• 

  British Airways

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

• 

  British Airways

  2 Park Ave Room 1100 New York, NY 10016

• 

  British Airways

  551 5th Avenue Suite 725 New York, NY 10178

• 

  British Airways

  P.O. Box 300686 Jamaica, NY 11430

• 

  British Airways

  1830 K Street NW Washington, DC 20006

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/19/2023

  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.

  Myself and my two sons were on a flight from ****** to ****************) on August 5, ************************************************************************************************************************ the rear hold and had to be unloaded before passengers could leave the plane. We were at the stand and unable to get off the plane due to the luggage issue (which was 100% in BA's control). The pilot informed all of the passengers of the cause of the delay. This delay caused us to miss our connecting flight to **********. BA rerouted us and this caused us to arrive more than 3 hours after our original flight. At ********, the BA agent explained how to file for compensation for the delay. I submitted a claim with BA for myself and my 2 children and should have received compensation in the amount of 250 euro for each of us, for a total of 750 euro (claim ********). ** denied my claim and said the delay was due to ground handling issues caused due to adverse weather. I responded that this was incorrect and that we were at the stand timely but the delay was due to the luggage issue. ** denied the claim again stating it was relying on the Operatiions Control Manager's daily log and that the delay was due to weather. The delay was not due to weather - the plane was at the stand timely and passengers were not allowed to get off until the luggage was removed first. This was the cause of the delay. BA is purposly hiding behind a log that appears to either be fabricated or not relevant to this particular flight to avoid having to pay legitimate compensation.

  Business Response

  Date: 11/08/2023

  The following emails were sent to ************************ on 30Oct23 & 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.
  We're very sorry that flight, ******, from ****** was delayed. I completely understand your reasons for contacting us, especially as you missed your connecting flight to **********.
  I've had the opportunity to review your claim for compensation. I'm pleased to advise your eligible for ****** EUR per person as the distance of your journey was over ***** km. As there's 3 people included in your claim, that means your *********** ********. 
  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 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. I hope we can 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 and for sending us your bank details.
  I can confirm I've raised a bank transfer for $1,900.76 (******** EUR), to your *********************** Builder account using the details you provided. Please allow **** working days for this to reach you. In order for us to process your payment as quickly as possible, please do not respond to this email within 72 hours.
  Thanks again for giving us the opportunity to resolve this issue. We hope to welcome you on board again soon.
  
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:10/16/2023

  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.

  Good afternoon, Please see the attached documentation to support my canceled return back to ********. The reason I was unable to return was that I needed to care for an elderly family member who was hospitalized and unable to care for himself. The documentation will show that I did have medical insurance to cover that period while I was overseas should a problem like this arise. I am seeking half of the cost of the initial booking. I contacted British Airways directly and they were not helpful in the least bit after waiting on hold to speak with a representative for 3.5 hours just to hear them say that they couldn't help. I am awaiting your quick response to support additional medical documentation from the ***** Hospital in ********, ******.Thank you for your time and please feel free to reach out with any questions or concerns that you may have.******** (****) **************

  Customer Answer

  Date: 11/10/2023

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

• Initial Complaint

  Date:10/16/2023

  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 jul 30 I missed a connecting flight do to a flight leaving almost 2 hours past the time that it was scheduled. The airline couldn't find me a flight back home for 2 days . They also would not give me my luggage. I was stuck in ****** for 2 days with no clothes or anything i needed to bathe. They also told me that i was to find a hotel and pay for it myself . I didnt not have any money to do that therefore i have incurred so many late fees do to me having to transfer money needed for hotel plus food plus clothes plus everything else . The stress of this cause me to get sick i suffer from lupus and this cause a major flare for a month, i also missed 2 days of work because i was stuck in another country . No one has called me for my reimbursement . The ****** was so careless i was crying to them telling them i needed to get back home for work and they didnt even attempt to try to find me a flight they wanted me out of the line so they could attend to the other customers . My cell phone was also dying and I did not have a charger for ****** outlets since i was not supposed to be there in the first place . I had to figure out how to charge my phone and find a hotel all on my own while the stress of me missing my flight made me sick. This was such a nightmare, and makes me not want to travel ever again.

  Business Response

  Date: 10/30/2023

  The following emails were sent to ********************* on 25Oct23 & 26Oct23:

  Dear *****************
  
  An update from British Airways
  
  Were sorry it was necessary to delay your flight to *************** on 30 July and understand why you needed to get in contact about this. We take all reasonable measures to avoid delaying a flight and well always consider if there are any alternative solutions available before we make a decision. We'd also like to thank you for your patience while we got back to you about this.
  
  Ive checked the details of your journey and Im pleased to advise youre *********** compensation for the delay to your flight, BA0601, on 30 July. 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. This would be paid in your local currency as the equivalent $631.15.
  
  
  The best way to settle your claim is by bank transfer and it would be helpful if you could send me the following information:
  
  
  **** name
  Branch name
  **** 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 understand you also incurred expenses as a result of the disruption. Please let us know what those costs were and we can assess those as part of your claim.
  Thanks again for getting in touch. Please feel free to contact us if we can help you any further. We look forward to welcoming you on board again soon.
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear *****************
  
  An update from British Airways
  Thanks for providing the requested information and for advising the total cost you incurred in expenses.
  I've raised two bank transfers for $631.51 and $587.78 to your **** of America account. They 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:10/16/2023

  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 July 3, 2023, I left to go to *********** and British Airways lost my luggage for the first 3 days I was there. During those three days, I had to buy necessities like clothing, underwear, bras, etc. We reported the loss of luggage and after this they blocked my friend who was calling asking for updates. We were told we would be reimbursed for the items we had to purchase while the luggage was missing. I filled a claim in July and still have not been contacted. I spent a total of $168.84 on necessities.

  Business Response

  Date: 11/01/2023

  The following email was sent to *********************** on 23Oct23:

  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 your bags were delayed when you travelled with us to ***********. I completely understand why you've contacted us, especially as you had to purchase some essentials until your bag was delivered to you.
  We know how disappointing it is when your bag is delayed. We do all possible to avoid this from happened. However, it's clear that something went wrong on this occasion.
  I'd like the opportunity to resolve this as quickly as possible. It would be very helpful if you could forward me the following:
  Your British Airways booking reference
  Your World Tracer reference (if possible)
  Your flight information
  A list and cost of the items you're claiming for.
  The best way to settle your claim is by bank transfer and it would be helpful if you could send me the following information:
  
  
  Account holder's name
  Account holder's address
  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 I've logged what's happened and ensured it's 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 look forward to hearing from you very soon so I can settle your claim. You can contact me directly by clicking on the blue reply link below my name. 
   
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 11/03/2023

  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 have not received my reimbursement yet. 

   

   

   

   

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

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

  Business Response

  Date: 11/22/2023

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

  Dear ******
  
  An update from British Airways
  Thanks for contacting the Better Business Bureau. I understand you've contacted them a second time advising you have not received a response.
  We emailed you on 23 October 2023 asking for further information. I've attached this email for you below for your reference.
  We look forward to hearing from you soon. Please respond directly by clicking on the blue reply link below my name.
  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 your bags were delayed when you travelled with us to ***********. I completely understand why you've contacted us, especially as you had to purchase some essentials until your bag was delivered to you.
  We know how disappointing it is when your bag is delayed. We do all possible to avoid this from happened. However, it's clear that something went wrong on this occasion.
  I'd like the opportunity to resolve this as quickly as possible. It would be very helpful if you could forward me the following:
  Your British Airways booking reference
  Your World Tracer reference (if possible)
  Your flight information
  A list and cost of the items you're claiming for.
  The best way to settle your claim is by bank transfer and it would be helpful if you could send me the following information:
  
  
  Account holder's name
  Account holder's address
  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 I've logged what's happened and ensured it's 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 look forward to hearing from you very soon so I can settle your claim. You can contact me directly by clicking on the blue reply link below my name. 
  
  
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 02/08/2024

  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:10/12/2023

  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 filed a claim on 06/03/2023 for a refund on 2 seats that were in first class on British Airways and because of a delay and change in aircraft I was placed in economy. No one at BA can or will help me. It has been 4 months since I filed which should have been plenty of time to correct this.

  Business Response

  Date: 10/30/2023

  The following email was sent to ***************** on 25Oct23:

  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. Firstly, thank you for your patience while we responded to you.
  We're sorry you inbound flight, BA0640 was delayed and this meant you missed your connecting flight to ******. I can see from our records that you were rebooked on flight, BA0632 on 22 May 2023. I appreciate your reasons for contacting us and I'm happy to take a look at your complaint.
  I've looked at your claim for ** Compensation as a result of the delay. Your claim's been refused because BA0212 on 22 May 2023 was delayed because the flight was returned to stand due to a medical emergency. As a result, the flight was returned to 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.
  I note from your email that you were downgraded on your rebooked flight. British Airways only operates a Club Europe cabin between London ******** and ******. As you travelled in Club Europe which is the cabin that was booked by your travel agent, no refund would be due on this occasion.
  Thanks again for getting in touch and we do appreciate your feedback. We'll use it to help improve our service going forward.
  Once again, please accept my apologies. We appreciate you do have a choice of airline but hope we can welcome you on board in the future.
  
  
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:10/11/2023

  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.

  I canceled my flight online with British airways on September 11, 2023. I got. An email saying the cancellation was being processsed and I would receive an email showing the flight was canceled and the amount of my refund. It is now ********* and I have not received confirmation of my cancelled and amount of refund. The flight is scheduled to take off tomorrow. I purchased insurance from an outside company and they cannot complete my claim without a written confirmation that it has been canceled and the amount I was refunded. All I want is a receipt or email stating this.I have called many times. After ***** minutes it is the same responsethey cannot help me and will not elevate this to a supervisor. Most ti es I am disconnected after a long wait on hold. I have filled out forms requesting a receipt and terms of ticket. No response. This is maddening and Im not asking for much.

• Initial Complaint

  Date:10/06/2023

  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.

  We purchased 2 return tickets from ******* to ********* (*****) ** August 2020. After our onward journey from ******* to ********* and prior to our return journey from ********* to *******, the travel rules changed (wherein airline was not able to let us travel) and hence we had to request a voucher for the unused portion of our fare paid.British Airways Booking Reference: ****** Initially, the vouchers had validity till April 2022, and then September 2022 and then September 2023 and now September ****. So they kept moving the validity date for good. We appreciate that. However, at no point did they communicate to us that the validity was being extended. It was all happening in the background with NO communication at all.We have not had the need for travel nor do we foresee any need in the next 2-4 years. Since we do not have need to travel, we found on British Airways site that we can apply for refund if tickets were purchased between March 2020 and November 2020 (which is the case for us).We applied for refund on 3rd October and received a response on 4th October that the refund request has been rejected. And the reason provided for rejection was that refunds had to be applied for before September 30. This deadline was not communicated to us at all. They just magically picked a date out of the blue without stating that. How are we supposed to know this?And now, they refuse to provide a refund even though the primary cause for all of this is their policy and their cunning choice of date without communication.We are looking for one of two resolutions:1. Refund the amount of vouchers.OR 2. Convert the amount paid to ***** points so that we can use the points in lieu of travel.Additionally, they must send out mass communication to all voucher holders that they would have been eligible for refund but will not be anymore due to the made up deadline of September 30 2023.Thanks,****

  Customer Answer

  Date: 10/30/2023

  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 reached out to me via email but have not offered to correctly refund the amount yet. They are yet to respond to my email to them seeking clarification of the voucher amounts.

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 11/08/2023

  The following emails were sent to *************************** on 27Oct23, 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 very sorry to hear about the problems you've had with your Future Travel Voucher which you were issued in 2020. We appreciate your reasons for requesting a refund of the voucher instead of the credit which you have.
  We'd be happy to refund the full $705.40 and cancel your voucher. 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 occasion.  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is*********

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

  Dear *******************************
  
  An update from British Airways
  Thank you for your patience whilst we looked into this for you.
  We're sorry for the confusion caused with the difference in amounts which you had been advised. We can see you were originally advised the value per passenger was $646.60. Therefore, we would be happy to refund your vouchers and raise a bank transfer for the total $1,293.20 which you were advised originally.
  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.
  Thanks again for contacting us.
  
  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 $1,656.49 to your First Tech ******************** account. This includes the ****** you paid for seating on the return flights, converted to the equivalent $363.29.
  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:10/05/2023

  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 paid extra for seat selection on my flight fare and was never able to select my seat for myself or girlfriend. I contacted British ******* shortly after booking to ensure I can select my seat because I was unable to do so. It was prompting me to pay extra for seat selection. I was informed seat selection for my fare would open up 24 hour prior to departure. I paid $400+ extra between 2 tickets so my girlfriend and I can sit together for the long flight. I was never able to select my seat prior to departure and kept getting error messages. My return flight home was canceled by British and I was rebooked with American Airlines and was again unable to select my seat because the difference paid in fare doesnt apply to them. I paid extra on a fare for a service which I never received. I submitted a claim with British Airways and have not heard back.

  Customer Answer

  Date: 11/02/2023

  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]

  They are still not offering compensation or a refund for a service that was paid in addition to the fair. A service which I directly selected and opted to pay for. They are fraudulently misinforming customers in to paying extra for a service that is not provided.

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 11/22/2023

  The following emails were sent to **************************** on 27Oct23 & 21Nov23:

  Dear *********************************
  
  Your feedback to 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 email you're requesting a refund of $400.00 for seating. I have reviewed your booking and can see your booking was made via Iberia and on Iberia ticket stock. When you book via another airline, it is the responsibility of your booking agent to advise you to check the policies of the operating carrier each of your flights for things such as seating.
  If your booking agent has advised you incorrectly, you will need to contact them directly if they've not provided you with the correct information as I can confirm you've not made payment for prepaid seating with us.
  In case its helpful for the next time you fly, heres a quick overview of why we set up our seat reservations system this way.
  
  We know many people are happy to book their seat when online check-in opens, so weve made sure booking seats this way is free for all passengers. You can book your seat any time from 24 hours before the flight departs.  
  Some customers prefer more control over their choice of seat, so we introduced paid seating for people whod rather select a specific seat. But seat reservations are still free for anyone who doesnt want to use this service.
  
  If you need any more information on our seating policy, please go to here.
  
  Thank you for taking the time to tell us about this, and once again, please accept our apologies for your experience on this trip. We hope to welcome you back on board soon.
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is*********

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

  Dear *********************************
  Your feedback to 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 email you're requesting a refund of $400.00 for seating. I have reviewed your booking and can see your booking was made via Iberia and on Iberia ticket stock. When you book via another airline, it is the responsibility of your booking agent to advise you to check the policies of the operating carrier each of your flights for things such as seating.
  If your booking agent has advised you incorrectly, you will need to contact them directly if they've not provided you with the correct information as I can confirm you've not made payment for prepaid seating with us.
  In case its helpful for the next time you fly, heres a quick overview of why we set up our seat reservations system this way.
  
  We know many people are happy to book their seat when online check-in opens, so weve made sure booking seats this way is free for all passengers. You can book your seat any time from 24 hours before the flight departs.  
  Some customers prefer more control over their choice of seat, so we introduced paid seating for people whod rather select a specific seat. But seat reservations are still free for anyone who doesnt want to use this service.
  
  If you need any more information on our seating policy, please go to here.
  
  Thank you for taking the time to tell us about this, and once again, please accept our apologies for your experience on this trip. We hope to welcome you back on board soon.
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:2*******

• Initial Complaint

  Date:10/05/2023

  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.

  Good day,I need your help with a case I have with the *************** Iberia about a money refund. This case is for several months that to this day they do not send me the money. My ticket was purchased through British Airways I sent them on several occasions the information they have asked me for, as well emails, and I have no respon from the company Iberia.Please, see the documents attached to this email related with this case.I will appreciate very much if you could help me with this case.

  Business Response

  Date: 10/26/2023

  The following email was sent to *********************** on 25Oct23:

  Dear ** ************************ 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 about the problems you had on your flight to ******. Wed also like to thank you for your patience while we got back to you.
  
  
  As Iberia operated this flight, Ive forwarded your email to them. Theyll be happy to help you with your feedback, and will respond to you directly.
  
  
  Thank you once again for getting in touch. If I can help with anything else, please contact me directly using the blue link below.
  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:10/03/2023

  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.

  My husband and I (************************* and *****************************) had a flight from Santorini to ******. ******* After reaching the airport, we had a connection to ********- ******. We got to the airport on time to make our flight but we were taken off that flight without any notice. We were rebooked on a flight for 2 days ************, that flight was rebooked for the following day. However, we stayed in ****** that night and unfortunately had expenses that we reached out to British Airways to claim but were denied reimbursement for. We sent proof of receipts to the airline. Please help us resolve this issue.