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 World Cargo

  516 Express Center Dr Chicago, IL 60666-5044

• 

  British Airways

  2370 W Airfield Dr # 100 Dallas, TX 75261

• 

  British Airways

  100-4120 Yonge Street North York, ON M2P 2B8

• 

  British Airways

  Lester B. Pearson Airport C/o Passenger Baggage Claims P.O. Box 10 Mississauga, ON L5P 1A2

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:09/19/2023

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

• Initial Complaint

  Date:09/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I original itinerary was supposed to be ****** and ****** on July 17th from MRS to *** arriving on July 17th. Because of BA cancellation of the ******, my wife and I had to be rebooked on ****** and ****** arriving on July 18th at 12pm with 19+ hours of delay and an overnight in ***! Because of that my wife and I has to use an extra day of vacation + I had to cancel and customer trip! Under the ** regulation EC 261 and due to the short notice cancellation (less that 10hours) my wife and I are expecting a significant compensation. In addition and due to the extra day of vacation, we are expecting an extra $500 each to compensate this PTO. In addition, one of our suite case has been damaged so please provide a replacement too.As of today our BA claim #******** hasn't been treated so we are still waiting for the refund of the expense + compensation for the delay and the lost of income .Thanks

  Business Response

  Date: 10/11/2023

  The following emails were sent to ****************************** on 06Oct23:

  Dear *******************
  
  An update from British Airways
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to reply to you directly.
  I'm sorry to hear your flight from ********** was cancelled causing you to miss your connection to Phoenix. Please accept my sincere apologies for the delay to my response.
  I can see you incurred $296.26 for a hotel room in *************** which I am happy to reimburse. I will also arrange the payment of ** Compensation for $1,262.77. I will use the bank details you have provided to arrange two bank transfers for the above amounts. The payments should show in your account in ***** working days.
  You have mentioned that one of your bags arrived damaged. Did you report it when you arrived in ******* and is you did could you send me your WorldTracer number which will begin with PHXBA.... If you did not report it when you arrived in Phoenix, please could you provide me with the following information about your bag: Brand, Age, Style, Cost and description of the damage to the bag.
  I will then be able to arrange for our baggage specialist to arrange a replacement if appropriate. The best way to contact me is by using the blue link beneath my name.
  I'm afraid we do not offer any additional compensation for time of work or missed meetings. I'm sorry to disappoint you.
  I look forward to hearing from you soon. 
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear *******************
  
  An update from British Airway
  Thank you for getting back in touch with us to check the bank details we have used.
  The account number we have used ends in 7676.
  When I've looked at you return flight, you were on a flight operated by American Airlines, so you would have to speak to them to report your damaged bag. They have the details of your baggage stored in their system and can give you more accurate information than we can. 
  As part of an agreement between airlines, theyll also be able to settle your claim if appropriate.  I hope this information helps. We look forward to welcoming you on board again soon.
  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 find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************************
  
  
  
   
  
  

• Initial Complaint

  Date:09/18/2023

  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.

  The airline misplaced and then ruined my checked baggage (three items). The attached letter and multiple images document the issue fully.The airline denied me boarding for 24 hours for a mistaken reason, allowing me to travel once they admitted their issue, but the delay cost me. The attached letter and images explain in detail this second issue.The airline pledged to fix a voucher issue and send me a check electronically, requesting my bank information, but months later they have not. Again, the attached letter and documentation explain in detail this third issue.

  Customer Answer

  Date: 10/14/2023

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

• Initial Complaint

  Date:09/18/2023

  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 short, this is what happened: I tried several times unsuccessfully to buy tickets on a British Airways flight for my parents, ********************* and *********************** on 7/31/2023. After at least 5 different tries via Expedia that all generated an error code I gave up and went to purchase similar tickets via ****** airline (which was completed successfully first try). There was never any communication from British Airways about the transaction. The tickets do not show in my Expedia account to this date, nor I received any text messages or e-mails about the tickets purchase as I did with my past ticket purchases. After contesting the charge, one month after the initial expense I see that British Airways responded with the tickets in the documentation received from ****, tickets that I was not aware they exist. Since I wasn't aware of any booking because British Airways never sent me anything and instead I received website errors, I went ahead and purchased flights via ****** airlines the same day.I would like to be reimbursed for the cost of the tickets that were not sent to me the day of purchase but only communicated one month later after I disputed the charge. I also want to mention that every time I try to call British Airways customer service line I get "heavy load, call cannot be completed".I am willing to open my Expedia account, e-mail and text messages to BBB or any agreeable 3rd party as they show no trace of communication from British Airways. Expedia does not show any trace of the tickets under my trips section or anywhere else. I am also providing screenshots showing at least 5 temporary charge attempts from British Airways the day of the attempted purchase. All were followed by errors on Expedia website.Best Regards,********************* ************

  Business Response

  Date: 10/11/2023

  The following email was sent to ******************* on 10Oct23:

  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.
  I'm sorry there was an issue with the ticket you purchased via Expedia, which meant you didn't receive confirmation that the reservation had been made. I don't underestimate the inconvenience caused.
  I can see you were refunded as per the fare rules of the ticket you purchased. I've spoken to our Refunds team and requested a refund of the balance. They've advised me this will be arranged within the next few days with the refund being processed back to your original form of payment. We request you allow one full billing cycle for the funds to show in your account.  
  We're grateful for any feedback we receive, so thanks for taking the time to bring this matter to our attention. Your comments about your experience have been 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:********

• Initial Complaint

  Date:09/18/2023

  Type:Customer Service 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.

  Main points of my complaint: (Lost Baggage)- The airport information desk directed us to a phone line (as the ONLY point of contact) which nobody answered, and did not have an alternative or contingency when no one was available to answer.- British Airways does not have a customer service desk at ****************** - There is no possibility to access the lost baggage desks which are located in the baggage claim areas, once one has left the area.To conduct business without a more robust, more flexible, and more responsive system, for something as sensitive as lost baggage creates a bad-faith stain on the entire transaction and is unfair to the consumer.DETAIL:On a fliight from ******** **, to ********** **, via London ********, BA lost my bag with my clothes and several medications. The bag was reported lost on 9-13-2023. A delayed flight and the time wasted on filing a baggage claim st the airport resulted in us not being able to pick up our rental car and having to spend the night in ********** at a local hotel. I spent hours of my vacation tracking my bag and figuring out how to obtain an emergency supply of medication. I spent more money purchasing clothes for the remainder of our stay in ******. I was notified the bag was found at the ****************** on September 17,. I updated my lost luggage dashboard, to request they hold the bag in ********** for us to pick up. The dashboard updated with my hold request (I have screenshots of this update) which was verballly confirmed by a BA employee, We returned to ********** that same day to pick up the bag and were shocked to discover the lost bag had been put on a plane back to the US.Five of fifteen people in our group also dealt with lost bags via BA, some of which were not found for five or six days. Additionally, lost luggage is a MAJOR problem for thousands.of paying BA customers, as evidenced by the number of 1-star reviews for this reason.

  Business Response

  Date: 10/11/2023

  The following emails were sent to ***************************************** on ******** ******** ******* * ********

  Dear *******
  
  Your feedback to British Airways
  Thanks for contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations and we've been asked to respond to you directly.
  
  Were sorry to hear your bag was delayed on your recent trip, especially as it wasn't received until you returned home. This isnt what you should expect of us, and we understand why you needed to let us know about it. Wed also like to thank you for your patience while we got back to you.
  We want your journey to be as smooth as possible. However, it's clear from what you've told me this wasn't the case for you. I don't underestimate the inconvenience caused, especially as you had difficulty replacing your medication. For future reference, we always advise putting medication in your hand luggage when you travel. This is because, although we take extra care of baggage being transferred through an airport, we know theres a greater chance of delays.
  
  
  
  
  
  We appreciate you needed to buy replacement essentials while you were waiting for your baggage. Id like to get this sorted for you as quickly as I can, so please send me receipts or details for any items you needed to buy, and Ill see if we can pay towards the cost of these.
  
  You can send these details in the following ways:
  
  Go to ba.com to upload scans
  
  
  
  Post them to:
  
  
  
  British Airways Customer Relations
  *******************************************************************************
  ***
  
  
  If you send ** any documents in the post, please add your Customer Relations reference number to them this is ********.
  
  
  Please also send me your bank details, so I can transfer payment directly to your account. 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)
  
  
  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 let us know what happened. 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 documentation.
  You've advised that you have more details that you want to send me but were unable to upload. You can send this information to my personal email at (EMAIL ADDRESS MASKED). Please add you case reference, ********, and only use this email to send your documention, as it is not always monitored and I may not see any further emails. If there's anything else you want to discuss regarding your claim, you can respond using the link below my name in this email.
  Once I've got all of your information, I'll assess your claim as soon as possible.
  
  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 additional information, it's very much appreciated.
  While we wouldn't usually cover all of the items you've told us about, I'm happy to reimburse $1,774.11 on this occasion. 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 getting back to me.
  
  
  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 transfers for $1,245.32 and $528.79. 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:********
  

   

  Customer Answer

  Date: 10/14/2023

  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:09/18/2023

  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.

  They charged me more than the cost of the seats, and won't refund me the difference. There was a glitch in their system, and the twin seats on the back of the aircraft were not 112 dollars a piece. Their price structure for the airplane doesn't go up as you get to the back of the plane. It goes down.

  Business Response

  Date: 10/11/2023

  The following email was sent to ************************ on 06Oct23:

  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 respond to you directly.
  I'm sorry to hear you believe you were charged the incorrect amount to select your seats. Unfortunately, as you haven't provided any booking details, I'm unable to look into this matter for you. 
  Please can you respond to me directly using the link below my name with your booking reference and flight details. Once I've received this information, I'll look into this further.
  Thanks again for getting in touch. 
  
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is*********

• Initial Complaint

  Date:09/13/2023

  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 January 2020 I bought a plane ticket to visit ******. The pandemic started around in March 2020. British Airways sent an email saying that we had two choices due to the pandemic: 1) We could accept a voucher for a future flight or 2) Forfeit the money spent on this plane ticket. I forcefully accepted the voucher. Later on during the 2020, 2021 and 2022 I repeatedly requested for British Airways to refund my money for this plane ticket. Every time I made the request via the British Airways website ticketing/case system they would denied my request/clam to refund my money. It was later on in 2022 that after making two requests with the ********** of ************** that finally British Airways agreed to refund the money I paid for a plane ticket. The issue is that the credit card used for paying for this plane ticket had expired and the account was closed in 2021. I asked British Airways many times to send me a check so but they claim that they needed to send the money to the original form it was paid. I explained to them more than a few times that the credit card account had been closed but they insisted that the money went through and that I should contact the credit card company who has my money. The credit card company has never contacted me for this refund or that they have received this refund transaction. I called the credit card support line and one of their representatives told me over the phone that there was no way British Airways can send money or a refund to a closed credit card account. I informed ********************** about this information and they claim that they sent the money to the credit card company and it's out of their hands. Till this day I have not received the money for this plane ticket.

  Business Response

  Date: 09/28/2023

  The following email was sent to ************************ on 18Sep23:

  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 reply to you directly. 
  
  I see you have been in touch with us regarding the refund of your ticket through the US ********** of ************** and replied to several times over with the refund details. 
  
  I am sorry that your bank is having an issue locating your refund and I can appreciate how frustrating it is however, we refunded as we must to the original form of payment and unless the refund is bounced back to us we cannot refund again. 
  
  It was confirmed by our Refunds team, our Finance and our Chargebacks team that your eVoucher ************** was refunded in late February 2023 for the full amount of $2053.81 under ARN reference number ************************  
  If your bank has proof that they sent the money back to British Airways send it to me for further investigation, however we don't show that the money was returned.
  
  The refund is with your bank and you need to follow up with them.  There is nothing more we can do on our end.  I am sorry to disappoint you further.
  
  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 soon.   
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer Answer

  Date: 09/30/2023

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

  [Your Answer Here]

  I have contacted the credit card company and the credit card company support representative said over the phone, they have *not* received any payments on the specific dates that British Airways have stated that they have sent/refunded to money on. Furthermore, the credit card company said, "you can't send money to a closed credit card account." I did give the *** number that British Airways says that they have when the money was refunded, but the credit card company says that *** number does not come up on their system. The original credit card and the account associated with the credit card have been closed. I have asked British Airways to send me a check and we can consider this matter closed. But British Airways keeps saying that they must refund the money the original way this purchase made.
  

   

   

   

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

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

  Business Response

  Date: 10/18/2023

  The following email was sent to ************************ on 12Oct23:

  Dear *****************
  
  Thank you for coming back to us about your ticket refund.  This email is reply to the latest correspondence we received from the Better Business Bureau dated 04 October.
  I am sorry you are having a difficult time recovering your refund.  Again we must first always refund back to the original form of payment used.  If a refund is sent to your bank and the original account is closed most banks will post the credit to the new account number. 
  
  According to the details I have received from **************** they provided another number aside from the *** number given previously, which is ********** settled on 23 February 2023. 
  
  As I mentioned in my previous email, we have not received the refund back so we will not be processing another refund unless confirmation is sent to us from your bank stating that they returned the funds to us. 
  
  I am sorry but I cannot be of any further assistance with us. Thank you again for getting in touch and for giving me the opportunity to respond further.   
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:09/11/2023

  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 filed a complaint on June 16th, 2023 (Case reference number ********) in regards to the following issue. I have sent several messages to BA and still have not received a response or reimbursement from them. On May 25th, 2023, while traveling from *********, ** to Naples, *****, my daughter and I had a 5 hours layover in ****************. After 4 hours waiting to board our next flight, the airline announced flight was cancelled giving us no alternative to our destination that day. We weren't provided with a hotel or food voucher. Therefore, we had to get our own hotel and transportation and staff offered NO help on this whatsoever. It was really frustrating and deceiving! ******* promised to send a follow up email with rebooking, which only came after I spent hours calling the airline and being transferred from one person to the other around until 3 am! When I finally got us rebooked in another flight for the next day. We went to the airport 4 hours before our flight to transfer our bags to this new flight. Once in Naples, our checked bags didn't come and we had to wait 6 days for us to recover bags making multiple trips to **************. The ************** us to get essentials and that we would be reimbursed. We had to buy clothes, shoes, undergarments. Besides that, we lost money on 2 tours that were already scheduled and paid for on the day we were supposed to be in Naples rather than London waiting for a flight to get us there. In conclusion, had a miserable vacation. First time traveling in British and I'm really disappointed on this airline. On June 16th, I submitted the claim with all receipts. Today is September 8th,2023 and we have not even received the mandatory reimbursement of $600 per person for the cancellation, not to mention reimbursement of all the out of pocket expenses incurred while waiting for our bags.

  Customer Answer

  Date: 10/05/2023

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

• Initial Complaint

  Date:09/06/2023

  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.

  Will never fly British Airways again and will caution my employer to sever partnerships with the business, as I work for a global travel company.July 26: ****** *** to *** (delayed due to "Cargo Imbalance" - not allowed to leave plane, as stated by the pilot himself)July 27: ****** *** to BRU (missed completely due to previous flight delay)July 27: ****** *** to BRU (was granted standby access and assured by cabin crew that bag would be on the flight. It was not.I was forced to stay at **************** for 3 1/3 hours post arrival to get my luggage, and then I had to book a taxi and hotel for ******** since there were no more trains to ******* (my final destination).During this time the British Airways phone lines were down -July 27 at 8 -10 PM ******** time- so I had no way of contacting anyone for assistance. I also reported my bag lost but THAT system was down and the only "tracking" I received was a scribbled note on the back of my boarding pass. I am requesting compensation for:-Taxi -Hotel -baggage loss and false information and now rudeness -final destination in ******* 19 hours past original time, and my travel experience with British Airways being from 9:00pm ****** time on July 26 until 12:30 am ******** time July 28. I am citing ** Law 261 and using their compensation metric of $700 (548.60 pounds) to justify my claim.My delay was due to "cargo imbalance" which is NOT an extraordinary circumstance.Upon creating my claim with British Airways, they are stating that the delay was due to Air Traffic control, and yet did not provide any evidence of this, instead using a basic template and ignoring the rest of my claim. They are also now being condescending and telling me I should have continued to my final destination with the "faith" that they would deliver my bag.

  Business Response

  Date: 09/11/2023

  The following emails were sent to **************************** on 06Sep23 & 08Sep23:

  Dear ***********************
  
  An update from British Airways
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to reply to you directly.
  I'm sorry to read your flight from ****** was delayed and you missed your connection to ********. I understand this must have been frustrating especially as you planned to travel to ******* that evening.
  I'm afraid on this occasion the ** compensation you have requested is not due. ** compensation is only payable if the reasons for the delay are for issues we could have avoided or were responsible for. There were not enough payable minutes to breach your connection time so your claim has been correctly refused. As my colleague mentioned, the majority of the delay was caused by Air *************************** We are not liable for this as it's not within our control. I can see we have reimbursed your taxi fare.
  For future reference, the time that counts towards any claim for ** compensation is based on the time your flight lands at your destination, not the time you return to your home.
  When a bag is delayed, we ask you to report it at the airport. Once you have done this, you can continue home and we will arrange for a courier to deliver it to your home address. I'm sorry you were not aware that you could have done this and it would have saved you staying overnight.
  We will always do everything we can to help when a flight or bag is delayed. Please accept my apologies for your experience.
  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
  Thank you for getting back in touch to let me know you have not received the refund for your taxi. Please accept my apologies that this was overlooked. 
  I've arranged a bank transfer for $22.00 using the payment details you provided. The payment should show in your account in ***** working days.
  I'm sorry you're unhappy with my previous response regarding your claim for ** compensation. I'm afraid our answer will not change. I'm sorry to disappoint you.
  We look forward to welcoming you on board again soon.
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:09/06/2023

  Type:Delivery 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 bought a travel ticket through an accredited agent of British airways and I have tried getting through to the agent so I can change my travel date, I cant. I have been flying British airways card holder for almost 20 years. I believe they have been unfair to me. When I got through to the agent once, I was told it was only BA that can change my ticket. Then BA also says its only the agent. They are pushing me back & forth. I believe BA should sort my ticket because they accredit their agents. And BA should also compensate me for the stress theyve put me through. I used to buy a lot of tickets from BA for my friends and family. BA has been insensitive to me as a client. My booking reference number is ******

  Customer Answer

  Date: 09/30/2023

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