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

771 total complaints in the last 3 years.
268 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:09/27/2023
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.
First booked flights for our honeymoon trip and paid for seats directly through the airline on February 23; we were rebooked in mid-April and had to reselect and repay our seats in May. In July, again, our flights were canceled and rebooked, but this time overlapping connecting flights, making it impossible to fly. When we tried to fix it and noticed it wanted us to pay for seats again, we called customer service. The gentleman who attempted to provide a solution did not have proper authorization for booking flights or seats, yet went ahead with it anyway. He then made an error in his system which erased all our seat data and changed our dates. Since then, it has been an ongoing struggle to find a solution to this mess. Every time we have spoken to customer service, we either get hung up on, told we cannot speak to a supervisor, or get further away from the original product we paid for. We were supposed to fly there and back together, but now my wife comes home a day early and I have a 15 hour layover on a separate flight. Our trip is scheduled for October 28. We are now one month out with no light at the end of the tunnel. We have tried to contact the airline headquarters to file a formal complaint, but we were told to call the same number we had already been speaking to. It feels like we are chasing our own tails in circles, and it is very frustrating when this is something that is supposed to be a happy occasion!
Business Response
Date: 10/16/2023
The following email was sent to ******************* on 10Oct23:
Dear ******************

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 am sorry that your flight plans were disrupted causing problems for you with the prepaid seating charges and the seats you had chosen. I have reviewed your travel record UUJ7IH and see that you are traveling as below:

******* /London ******** ****** -28 October
***************/ ********* ****** - 29 Oct 2023

Return

*********/London ******** ****** - 08 November
London ********/******* ******- 08 November
*******/******* ****** - 09 November

Notes in your travel record dated 05 September say prepaid seating issues have been resolved. If assistance with your booking is still needed, please contact our call center at ************** as you have been directed to do so in emails sent dated 03 and 19 August. Unfortunately Customer Relations cannot change your booking or take payment for seat selections or process any refunds.

Thank you for getting in touch and for giving me the opportunity to respond. We look forward to welcoming you on board our flights.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Customer Answer
Date: 10/16/2023
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]
My original flight itinerary did not include a return trip with a 15 hour layover at ***** International Airport. I booked the flight because it was a direct flight from ******** to *******. I am also not sure how giving me two seats out of six resolves the issue of erasing my paid selected seats. If I go to the store and try to buy bananas, but there are none, the store does not make me buy bread instead because that is not a comparable item. I do not appreciate this bait and switch tactic. I need my return date to match my wifes, so I am able to get home from ******* as we do not live in that area- but it is the closest airport. By the airline switching my flights around and pushing my return date two days later, I now have no way to get home. So no, I am not satisfied with this response and my airline account should not say the issue has been resolved.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 10/30/2023
The following email was sent to ******************* on 30Oct23:
Dear ******************

This email is in reply to the latest correspondence we received from the Better Business Bureau dated 17 October. Customer Relations has been asked to respond to you directly.

I am sorry you have been unhappy with my replies regarding your upcoming travel with us to *********. I understand there have been some schedule changes to your flights which are not suitable for you and you have been trying to change the return date.

When we have to change/cancel any one of your flights or original dates of travel affecting your travel plans, and the options offered are not suitable. You have the choice to cancel your booking completely and requesting a full refund because. However, if you do accept the alternate flights and dates, you cannot request a refund or additional changes afterwards. Any further changes would be according to the fare rules of your ticket and you would be charged for any change fees, difference in fare and taxes.

You mention on several occasions that your return needs to be the same as your wife's however in all your correspondence you did not include your wife's name or booking reference. Just to reiterate, Customer Relations cannot change your booking in anyway or take payment for seat selections, or process refunds etc. As previously advised you need to phone our call center at 1 800 Airways for assistance.

Thank you for getting in touch again. I hope you have been able to sort your travel plans and that you and your wife enjoy your flights with us.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Initial Complaint
Date:09/26/2023
Type:Delivery 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 complaint with British Airways on August 26, 2023. Complaint was received by BA and assigned number 25500746.After repeated attempts to ascertain status, I am yet to hear from them.
Business Response
Date: 10/16/2023
The following email was sent to ******************************* on 10Oct23:
Dear *************

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 about the delay to your flight BA1488 on 24 August as well as the high temperature on board. Please also accept my apologies for the length of time taken to get back to you.
I'm grateful you've taken the time to let us know about your concerns, which you clearly feel strongly about. I can assure you that the air quality on board was at no time a danger. The safety of our passengers and cabin crew are number one.

Thank you for taking the time to share your experience and your observations. Your time is very much appreciated. I'd like to reassure you we remain passionate about our airline and the service we offer.

My renewed apologies for any inconvenience and disappointment you experienced during this journey. I do hope we can continue to serve you in the future, and we look forward to having the opportunity to welcome you back on board again soon.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Customer Answer
Date: 10/16/2023
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:

Somebody needs to explain how an aircraft can be left unattended by ground support air supply for an undetermined and indefinite time. Who determined that would be fine. And besides we were delayed over three hours.

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

Sincerely,

*************************
Initial Complaint
Date:09/26/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Re: British Airways Customer Relations ID: ******** I would like to receive a status update on my claim for missing/delayed baggage, report number: ************************ This claim was submitted over 20 days ago.One of the delayed bags (BA234533) has been returned. The other bag (BA234564) was at JFK and ready for delivery, but instead was sent to ******** ****** for some reason and it's been sitting in the airport there for over 10 days. This bag has been missing since the 29th of September (over 21 days).I've contacted your customer service multiple times (over email and by phone) and have wasted hours upon hours of my time due to your mismanagement of my belongings. I have received unhelpful responses from your representatives stating that they are a "communications center" and are not responsible for my bag and that the "response team" is responsible. The last communication was that they are awaiting ******* Airlines to hand over the bag... I have no idea why you have handed my bag over to ******* Airlines.I fully expect my bag (BA234564) to be returned to me and British Airways need to do this urgently - I have an Airtag and it's just sitting in the ********, ****** airport.I expect to be fully compensated for the necessary expenses that I have had to incur during the duration of the delayed baggage (those in the original claim, and those receipts I've added to the claim on 9/25 via your online form).I am reporting this to the BBB and DOT as British Airways have mismanaged this from the beginning, been negligent with my baggage and are not communicating / doing everything in their power to correct the situation.I am completely disappointed in British Airways for the way this has been managed and want to be rightfully compensated for the expenses incurred, my belongings and the inconvenience and time I have had to pour into this issue.
Business Response
Date: 10/16/2023
The following email was sent to ******************** on 10Oct23:
Dear *************

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 your directly.

I am sorry that your flight to Nice on 28 August was disrupted and were rebooked for travel the following day incurring out of pocket expenses because of an unexpected overnight stay in ******. Thank you for sending in your receipts for hotel, meals and transportation which I am happy to reimburse in full for the total amount of $660.00.

Unfortunately your bags did not arrive with you in Nice until several days later causing you to purchase essentials while you were without them.  I understand how upsetting is when you don't have your personal belongings with you. I have reviewed the receipts you sent and I will be reimbursing you according to those receipts, a total amount of $1,370.51 in full settlement under file **********************
I have requested two separate payments for the amounts noted above to your Sofi bank account ending in 3012. Please allow up to 28 days for the credits to post.

My apologies for any inconvenience you were caused during your travel with us. Thank you for getting in touch and for giving me the opportunity to respond. We hope to welcome you on board one of our flights again soon.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Customer Answer
Date: 10/18/2023
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:

SENT TO BRITISH AIRWAYS ON OCTOBER 18, ****:
Dear British Airways Customer Relations,

I am writing to formally file another complaint regarding the handling of my baggage. My experience has left me dissatisfied with the level of service and the handling of the situation.

I had the unfortunate experience of experiencing a 37-day delay in receiving my baggage (September 29, **** through October 5, ****), which led to several incurred expenses that I have been out of pocket for. In addition to the approved settlement in your last communication, there are additional expenses that have not been accounted for within that settlement. These expenses include costs for medicine and the need to have keys cut for my apartment due to the extended baggage delay. I submitted these additional expenses through your online system (October 3, ****) and received confirmation that they were received. However, it appears there *** be an error within your system, as these expenses have not been addressed in your settlement.

Furthermore, I am deeply concerned about the mismanagement of my baggage delay. The mishandling of my luggage involved multiple unnecessary transfers between Nice, ******, *****************, and back, which extended the delay to 37 days in total. Throughout this ordeal, I received no proactive communication or updates from the British Airways team, despite submitting over 3 formal complaints, sending 10+ emails, and making 24+ calls in an attempt to get answers and resolution to my issue.

One of the most concerning aspects of this experience was the handover of my luggage's duty of care to ******* Airlines, which was a move I did not approve of and found to be negligent. As a result of the excessive back-and-forth travel, my luggage sustained damage while in your care. The wheel of the suitcase is now broken and rendered unusable. It was disheartening to receive my luggage in such poor condition after waiting for 37 days.

In light of these issues, I am formally requesting the following:
1. Full replacement of my damaged luggage, including the broken wheel, totaling $285.99 USD
2. Reimbursement for the additional expenses incurred, including medicine and apartment key cutting, totaling $301.07 USD, as previously submitted through your online system.

I have resubmitted these expenses again through your Baggage Claim Form (**********************************************************************************) with the claim number for this submission, 25575310.

In addition to the above requests: As a British Airways ******************** member (********) and a frequent flyer in the OneWorld Alliance (American Airlines, Qantas, Cathay Pacific, British Airways). I kindly ask that British Airways consider providing me with supplementary benefits as compensation for the significant inconvenience, time commitment and frustration I have experienced. This *** include one or more of the following options:
1. Complimentary upgrades to Business Class for future flights with British Airways.
2. A bonus allocation of British Airways Avios points to be added to my frequent flyer account, as a gesture of goodwill.
I believe that these additional requests are fair and reasonable given the circumstances and that the additional benefits would go a long way in restoring my faith in British Airways and compensating me for the considerable inconvenience and stress I have endured.
I trust that British Airways will take this matter seriously and address it in a manner consistent with the level of service and care that I would expect from your reputable airline. I look forward to your prompt attention to this matter and a swift resolution, along with a response detailing any supplementary benefits that *** be offered to me.
Please acknowledge the receipt of this complaint and provide me with a timeline for when I can expect a response and resolution. If you require any further information or documentation, please do not hesitate to reach out to me.
Sincerely,
****************

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

Sincerely,

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

Business Response
Date: 10/30/2023
The following email was sent to ******************** on 26Oct23:
Dear *************

Thank you for your reply email.

Please note that we reimbursed you in full according to the amount you claimed on 05 September when you first contacted us. There was no mention of keys, medicine or damages to your bag on the lists or emails you originally submitted until 03 October.

As an exception, I have requested another bank transfer for $318.66, this payment plus the payment of $1,370.51 already paid and received totals $1,689.17, which is the maximum amount we are liable to pay according to the Montreal Convention.

Please note this additional payment is in full settlement against your delayed baggage file *********************. Please allow up to 28 days for the credit to post to ********* account ending in 3012. There will be no additional compensation offered.

Thank you for coming back to me about this and giving me the opportunity to respond further. We hope to welcome you on board one of our flights again soon.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Initial Complaint
Date:09/22/2023
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.
I had purchased a ticket to ***** for me and my 4 yo daughter through British Airways in May 2019 (booking ref: ******, travel date 17th July 2019 from ***********), costing me a total of $3133. Later, due to Covid and other medical reasons, we were not able to travel and the ticket was refunded by British Airways. However, the refund was issued on Aug. 2022 to the credit card that was used for the original purchase which had expired by the time of refund. When I didn't see any refund to my account for a year, ********************** finally provided me the acquirer reference number (***) of that refund transaction in Aug. 2023 (after repeated calls and emails). Upon checking, the *** # ***********************, showed that the refund was sent back to British Airways since my credit card had expired. I already raised this case with British Airways Customer Support (case ref: ********* and have been going back and forth for more than a year as their Customer Support is highly unresponsive. They have not yet sent the refund to my new credit card (which I have provided) or a check to my home address.
Customer Answer
Date: 10/18/2023
Better Business Bureau:

At this time, I have not been contacted by British Airways regarding complaint ID ********.
I also tried calling this ************* number multiple times. Many times, it just says "we are unable to take your call due to high call volume" at other times, no one picked up after more than an hour and then I hung up.
I also emailed them at their webportal link (replyto.me.ba) more than a month ago and did not hear back.
Sincerely,

***************************
Cell: ************
Initial Complaint
Date:09/21/2023
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 June 30th, 2023, my wife and I traveled from *** airport with final destination of Mykonos as the first stop on our honeymoon. We had a stop in ******. We made our connection in ****** but unfortunately our bags did not. We arrived in Mykonos without any luggage and were without our bags for 26 hours. We had several activities and events planned which we had to purchase clothes for, to the amount of $1000 - **** USD. Within 3 days of this occurring, we filed a refund request with British Airways and were told we would receive a response and compensation within 4 weeks. After 4 weeks when I had not heard anything, I reached back out and was told they were running behind and it could be up to 8 weeks. After 8 weeks, I reached out via their customer service support and were continuously passed around saying to continue to wait a little longer and to reach out to other numbers / channels, but no one could advise when I would receive a refund. This is not immaterial dollars and I would like to be refunded ASAP and avoid continuing to spend my time chasing it down. I seek to continue to fly Star Alliance, but this has grown disappointing for status carrying members. It is disappointing I cannot speak to a representative who can give me specific updates on where my refund stands and when I will receive my formal reimbursement.
Business Response
Date: 10/12/2023
The following emails were sent to ********************* on 10Oct23 & 11Oct23:
Dear *****************

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 am sorry that you have not received our payment of $1235.56 that we had requested on 07 July 2023. This payment was for essentials you had purchased while you were without your bag.

I have checked with **************** and the payment was rejected because the bank routing number that you had provided is used for wire transfers. In order for me to request the payment again, please be sure to provide your ACH (electric) routing number for your account ending in **** with Chase Bank. Please respond to me with the correct details using the link below.

Thank you for getting in touch. I look forward to hearing back from you soon.

Best regards

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

Thank you for getting back to me and confirming the routing number for your Chase account. I have requested a new bank transfer today for $1,235.56 and should post to your account within 28 days.

Please let me know if you do not receive the payment within the time frame given because the bank will not notify me personally if it was rejected.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Customer Answer
Date: 10/16/2023
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:09/21/2023
Type:Sales and Advertising 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.
Booked a BA flight on 8/13/23. Noticed that I was charged twice on my credit card statement. I called BA on 8/14/23 and customer service representative agreed that I was charged twice and said a refund would be processed immediately. Called back on 8/21/23 because no refund was credited to my account. **************** representative again said that I would receive a full refund and that it can take up to 30 days and to continue to wait. I called back to BA on 9/14/23 after waiting the full 30 days. **************** again confirmed I would receive a full refund and that I should continue to wait another week. Received a call from ***** on 9/18/23 from a BA customer service representative stating that I would NOT get a refund at all. BA representative acknowledged that I had called multiple times but could not explain why multiple agents had confirmed that I would get a 100% refund. She said everyone else was just "wrong" even though I had spoken with 3 different customer service agents.
Business Response
Date: 10/12/2023
The following email was sent to ******************** on 09Oct23:
Dear ***************

Your response from British Airways
Thanks for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to respond to you directly. Thank you for your patience while I've looked into this for you.
I'm sorry to hear that you were charged twice for a transaction with us. This certainly isn't what you expect when you make a booking with us. You haven't provided your six-digit booking reference or ticket numbers. However, I can advise you that the additional amount shown as debited from your account *** not have been taken from your bank account and it *** have been held temporarily.
Can you please check with your bank in the first instance. If you have any further queries, please don't hesitate to get back in touch by using the secure blue link below.
Please remember to quote your six-digit booking reference when you get in touch.
Once again, we're sorry for the inconvenience caused on this occasion.
We value your feedback. A copy of you feedback has been sent to the relevant department and we'll use your comments to help us to improve our service.
We hope to welcome you on board again soon.

Best regards

*****
British Airways Claims Investigation Specialist
Your case reference is:********
Initial Complaint
Date:09/20/2023
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 experienced a delay of over 26 hours with British Airways at ******** International on June *****th. The airline cited a multitude of reasons including but not limited to technical issues and staffing issues - such that staff were over their legal working hours and we could not fly until the next day. The airline did not arrange hotels, meals, water, or transport to any hotels. The line at the airport for black cabs was hundreds of people long and it was already after midnight. We were left high and dry, without any assistance whatsoever.The airline provided a document that specified the compensation we are *********** according to European regulation EC261, as well as the legal requirement to reimburse expenses.I filed this claim on June 19th, and have followed up numerous times without a reply. I have provided all of the documents required. The airline can pay this compensation of EUR 600 and **$ ****** to my bank account as follows ****** *********************** Bank ****** ******* North America Account Number - ********* Routing Number - ********* Swift code - ********
Business Response
Date: 10/11/2023
The following email was sent to ********************** on 06Oct23:
Dear *************

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 am sorry that your flight ****** was cancelled for 12 June 2023. I see you have been in touch with us about this cancellation and request for ** Law compensation. My colleague replied to you on three occasions in September advising you that this flight is not eligible for compensation as it was cancelled due to adverse weather.

While I understand you had booked other flight(s) for travel the same day to your final destination of **** (DPS), these flight(s) were on a separate contract and a separate ticket and therefore we are not responsible for any consequential losses or expenses you incurred as a result.

In a situation such as yours the airline only has responsibility for the current booking you are using.  So if your flight is disrupted, we are not liable for re-booking you on alternative flights, arranging accommodation or covering expenses for the onward travel you had booked separately.  We are liable though if you paid a through-fare and have one booking for the entire journey.  For this reason I'm afraid I cannot reimburse you for the cost of you changing your other ticket, prepaid car hires, excursions etc. Please check with your travel insurance company.

Our right to care is to reimburse passengers for hotel, meals and transportation to and from the airport if there is a cancellation or delay with our operation. I see my colleague arranged payment of $288.65 for expenses you incurred while you were delayed in ****** on 12 June. This was done by bank transfer on 24 September.

I am sorry to disappoint you but thank you for the opportunity to explain the background.

Thank you for getting in touch. We hope to welcome you on board again one of our flights soon.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Customer Answer
Date: 10/14/2023
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:

The airline is citing weather a reason for the delay, and while there was in fact a thunder storm near *************** on that day that caused some disruption, **** itself does not seem to be affected by that because the data bases show a technical issue; apart from that **** was supposed to depart at a time at which the thunder storm had already abated. So while a backlog with regards to aircraft due to depart would have probably caused a delay of an hour or two on ****, the root cause was something else. BA has yet to provide proof in the form of engineers reports or the like, and given the circumstances, this would need to be authenticated by a neutral third party.
I am seeking the payment of my legally entitled compensation of EUR600, the compensation we were told we are eligible for as the airline announced over the PA system that there were, in addition to weather, technical issues causing the delay.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 11/15/2023
The following email was sent to ********************** on 08Nov23:
Dear *************

This is a follow up to the recent correspondence we received from the Better Business Bureau dated 31 October, 2023.

I am sorry you remain disappointed with all previous replies you have been sent regarding the delay of your flight, as previously stated ****** on 12 June 2023 was delayed due to adverse weather conditions and is not eligible for ** Law compensation. This decision will not change.  Your claim is closed and you will not be receiving any further replies on this matter.

Thank you for coming back to us about this. We hope to welcome you on board one of our flights again soon.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Customer Answer
Date: 11/17/2023
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 reiterate the fact that I am aware of internal databases stating the delay was NOT caused by adverse weather, but by technical issues. Additionally, information that is publicly available shows that the adverse weather on the originally scheduled departure date would have only delayed the flight only a couple hours, not more than 24 hours as was the case with my flight.

British Airways is operating on bad faith to avoid paying compensation legally owed. Just to show how insensitive they are to paying customers, they think that after this experience I would actually fly with them again.... the audacity!

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

Sincerely,

***********************
Initial Complaint
Date:09/19/2023
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.
We booked a British Airways flight through Priceline.com 6/17/23, we called BA and paid $377.80 for our infant in lap on 6/19/23. Because we originally booked on Priceline we were told that they could not put the infant on the same reservation (booking confirmation ******) and created a second reservation with my husband and son (conformation ******). In the following weeks we called BA airways several times for seat selection. We also noticed about a month before departure 8/11/23 that my husband had two seats booked on every flight. We called again and we were told it was resolved, it was not. We emailed on 7/18/23 (incident ************* ) and attempted to follow up several times via phone and email about the same issue. The day of departure we were held up over 2 hours at check in due to the double booking, paid an additional fee of $889.50 for our son and had to run with our child to make our first flight. At our first layover in ************ we were spent over an hour with the gate agent since our son still did not have a ticket with his name and would not be allowed to fly. When returned we called BA the next day were to file a complaint on the website (Reference ********) and wait 21 days. Called today after 21 days and told it would take 28 days, and to wait an additional week. There is no way to call the complaint department directly according to customer relations and refunds. We would like a refund for the additional monies paid the day of travel.
Business Response
Date: 10/11/2023
The following emails were sent to ******************* on 09Oct23 & 10Oct23:
Dear *************

An apology from British Airways
Thanks for contacting the Better Business Bureau Serving ************ ********. Your correspondence has been passed to Customer Relations and we've been asked to contact you directly.
I'm sorry there was an issue with *****'s ticket when you travelled with us. I don't underestimate the inconvenience this caused, and I understand why you needed to get in touch.
We want your journey to be as smooth as possible. However, it's clear this wasn't the case when you travelled.
I've reviewed all the information available to me and I can see there was an error with *****'s booking. Unfortunately, although *****'s ticket was issued correctly, there was an error on the booking, which led to the cancellation of the reservation. You paid $377.80 for *****'s ticket through British Airways.
It appears that on the day of travel, our oneworld partners, American Airlines, were unable to attach *****'s ticket details to your booking and issued brand new tickets at the cost of $844.59.
On 13 August, we added *****'s ticket to your booking and was eventually used to travel from ********* to ***************. However, by this time, ***** had already used the American Airlines ticket for travel.
As all ticket coupons were used on *****'s ticket with American Airlines, plus the ********* to *************** coupon on the ticket with British Airways, I'm happy to arrange reimbursement of the difference you paid. This is $466.79.
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 grateful for any feedback we receive, so thanks for taking the time to bring this matter to our attention. Your comments will be shared with the relevant teams to try and prevent something like this happening again in the future.
Once again, I'm sorry 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 getting back to me and for providing your bank details.
As promised, I've arranged a transfer for $466.79. Please allow aproximately 14 days for the funds to show in your account.
Thanks again for getting in touch. Please don't respond to this email within 48-72hrs, as this can delay your payment being processed.

Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:********
Initial Complaint
Date:09/19/2023
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.
My flight BA0181 on 5 August 2023 was delayed 3 days until 8 Aug. British Airlines did nothing to provide any lodging or transportation. I have filed a claim as per their policy and have received no response after multiple attempts to contact them.
Business Response
Date: 10/11/2023
The following emails were sent to ************** on 08Oct23:
Dear ***************************

An update 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. Please accept my apologies for the delay.

Were sorry it was necessary to cancel your flight from *************** 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.
Ive checked the details of your journey and Im pleased to advise youre *********** compensation for the cancellation of your flight, BA0181, on 05 August.

The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with ** law. This means youre *********** ****** in compensation per person.
I'm also happy to cover the expenses you've told me about for $817.02.
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 - ACH electronic only)
Account number (up to 17 characters)
Your address as registered with your bank

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 grateful for any feedback we receiv, so thanks for taking the time to let us know about your experience. Your comments will be shared with the relevant teams who'll use them to see where improvements can be made.
Once again, I'm sorry 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 getting back to me and for providing your bank details.
As promised, I've arranged a transfer for $1,260.03. I've also arranged a second transfer for $817.02 to cover the expenses you told me about. Please allow approximately 14 days for the funds to show in your account.
Thanks again for getting in touch. Please don't respond to this email within 48-72hrs, as this may delay your payments being processed.

Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:********
Initial Complaint
Date:09/19/2023
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.
In spite of confirmed reservations dated 5/31/2023 from *** to ******** with AA connecting with BA 874 from *** to BUDwe were denied boarding by BA.Due to this mishandling by BA in spite of numerous requests both at check in gate and to the mgr. at BA counterour arrival to BUD was delayed by over 14+ hours.1. A business meeting scheduled for 5pm on 8-14 in ******** was missed and Cancelled??????2. A tour orientation scheduled for 7pm was missed.??3. A hotel booking that was paid for 8-14 was wasted since we were denied boarding and the delayed BA flight arrived in BUD on 8-15 instead of 8-14due to denied boarding.??4. Transportation arranged and paid for from *********** to hotel was wasted since the flight arrived 14+ hours later then our scheduled arrival and could not be rescheduled due to such a huge delayed arrival.??5. Due to a very limited time from the time we arrived in BUD, we were forced to miss the first day itinerary of our tour.??We filed the complaint above and we were assigned a Case Number ******** and ******* by British Airways on Aug 30th 2023.We agreed to accept compensation of 500 euros that was offered to us and provided British Airways with the requested bank information, account numbers address etc. as required and requested by the BA Customer Relations Representative assigned to our case *********************************.Over the last two weeks, we have sent numerous messages thru the BA portal and request to check the status on our compensation offered and promised by British Airways. We are receiving NO response and or acknowledgement by Customer Relations at ************************* seek help to help us get our compensation as offered and promised by British Airways and per their policy for DENIED BOARDING. Sincerely ******* and ********************* /
Business Response
Date: 10/11/2023
The following emails were sent to ***************** on 08Oct23 & 09Oct23:
Dear *************

An update 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. Please accept my apologies for the delay.
I can see you've requested cash compensation rather than the eVoucher we've sent you. Unfortunately, although you've provded your bank details, we haven't exchanged your eVoucher for cash. I'm sorry for any inconvenience this has caused.
I'd like to get this matter resolved as quickly as possible. However, before I arrange your bank transfer, please can you confirm that the Po Box address you've provided is the same as the address linked to your bank account. If not, please can you provide the address your bank has on file for you.
Once you've confirmed we have the correct address, I'll arrange your payment.
Thanks again for getting in touch.

Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:********
================================================
Dear *************

An update from British Airways
Thanks for getting back to me and for reconfirming your address.
As promised, I've cancelled your eVoucher and arranged a bank transfer for $524.66. Please allow approximately 14 days for the funds to show in your account.
Thanks again for getting in touch. Please don't respond to this email within 48-72hrs, as this may delay your payment being processed.

Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:********
Customer Answer
Date: 10/13/2023
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]
No eVoucher was ever requested, issued by BA or received.This is incorrect and a lie. Numerous emails sent to Customer Relations Contact ***************************** remained unanswered. Additional emails with complaint details were sent to the *** and head of customer relations at BAit is out of sheer frustration we agreed to accept the compensation offered. We were notified that we received the amount into our bank account yesterday. We seek remedy and additional compensation of the transport and tour cancellation if at all possible and assurances that Connecting Passengers not be denied boarding. On a return flight from ******** on Aug 30th BA flight delay caused us to miss our connecting flight to *** and resulted in a 5 hour delay. We missed our AA flight and once again were requested to file a complaint which we did. To date..NO response.

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 08Nov23, 10Nov23 & 13Nov23:
Dear *************

An update from British Airways
Thanks for your most recent email to the Better Business Bureau. Your correspondence has been passed to Customer Relations and we've been asked to respond to you directly.
You've contacted the Better Business Bureau, as you feel your complaint remains unresolved.
You've advised that you didn't receive an eVoucher. However, our records show that we arranged an eVoucher and sent you the details via email on 31 August 2023. You then responded and told us you were unwilling to accept an evoucher and requested that it was exchanged for cash. We asked for your bank details, which were supplied. Unfortunately, it did take longer than we'd like to get back to you and the bank transfer was eventually arranged on 09 October. I don't underestimate the inconvenience this delay caused and I'm sorry we let you down.
Like all airlines, we sometimes sell more seats than are available. This is because we know some people wont turn up for their flight, and we dont want to fly with empty seats. We plan this carefully, but sometimes more people turn up than we expected, and we then have to ask some customers to travel on a different flight. We know how disappointing this is, and so first ask for volunteers. However, if we dont get enough, we must choose other customers. Unfortunately, I'm unable to offer you reassurances that this wouldn't happen again in the future.
We do offer compensation in situations like these, which you have received. While I appreciate your reasons for asking, the compensation is a set amount and I'm unable to increase it.
I'm sorry it was necessary to delay your flight, BA0865, to *************** on 30 August, especially as this meant you missed your connecting flight with our oneworld partner, American Airlines.

Your compensation claim has been refused because BA0865 on 30 August was delayed for reasons beyond our control. The inbound aircraft, operating as BA0874, that was due to operate your flight was delayed due to crew being displaced by the **** system outage. The arrival delay of BA0784 also meant your flight was delayed due to mandatory rest period for the operating crew.
We're grateful for any feedback we receive, so we appreciate you taking the time to let us know about your experience. Your comments will be shared with the relevant teams who'll use them to see where any improvements can be made.
Once again, I'm sorry for your experience on this occasion.
Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:2*******
======================================
Dear *************

An update from British Airways

Were sorry youre unhappy with the outcome of your claim and we understand why you needed to get back in contact with us about this.

Ive had another look at your claim for compensation and Ive taken time to make sure our response is accurate and up-to-date. Based on this, our decision hasnt changed and the response youve received about the eligibility of your compensation claim are correct.

Your compensation claim has been refused because BA0865 on 30 August was delayed for reasons beyond our control. The inbound aircraft, operating as BA0874, that was due to operate your flight was delayed due to crew being displaced by the **** system outage. The arrival delay of BA0784 also meant your flight was delayed due to mandatory rest period for the operating crew. As this was beyond our control, you're not 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. This means youre not *********** compensation under the ** Regulation for your delayed/cancelled flight.

If you would like to know more about compensation, please visit our pages on ba.com.

Thanks again for contacting us.

Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:2*******
============================================
Dear *************

An update from British Airways

Were sorry youre unhappy with the outcome of your claim and we understand why you needed to get back in contact with us about this.

Ive had another look at your claim for compensation and Ive taken time to make sure our response is accurate and up-to-date. Based on this, our decision hasnt changed and the response youve received about the eligibility of your compensation claim are correct.
As previously advised, your compensation claim has been refused because BA0865 on 30 August was delayed for reasons beyond our control. The inbound aircraft, operating as BA0874, that was due to operate your flight was delayed due to crew being displaced by the **** system outage. The arrival delay of BA0784 also meant your flight was delayed due to mandatory rest period for the operating crew. As this was beyond our control, you're not 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. This means youre not *********** compensation under the ** Regulation for your delayed/cancelled flight.

If you would like to know more about compensation, please visit our pages on ba.com.

Thanks again for contacting us.

Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:********
Customer Answer
Date: 03/29/2024
Better Business Bureau:

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

BA refuses to provide compensation due to their own flight delay which caused a missed flight connection blaming it on an outage in their own system.
No other flights from any other airlines departing that morning from ******** were impacted or delayed by that outage. The missed connection resulted in missing our flight on our chosen carrier, our pre- selected seats and pre reserved ground transportation on arrival at ***.

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

Sincerely,

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

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