Complaints

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

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• 

  British Airways

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

• 

  British Airways

  2 Park Ave Room 1100 New York, NY 10016

• 

  British Airways

  551 5th Avenue Suite 725 New York, NY 10178

• 

  British Airways

  P.O. Box 300686 Jamaica, NY 11430

• 

  British Airways

  1830 K Street NW Washington, DC 20006

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

• Initial Complaint

  Date: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,
  
  ************ *** ********
  

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the second time, British airways is being super negligent regarding my luggage. For the first time, my checked in bag was lost and didnt arrive with me, and I have reported it lost, and I received it 11 days later, even though they promised a delivery within 48 hours maximum. This time, British airways checked in all my bags and issued baggage tags for all of them except one of them. I noticed right after the security check and reported at the departing gate. They clearly showed more negligence and pretended to make an unofficial procedure to find the bag after I board, because the plane has to takeoff. They also didnt give options to wait for the bag or to search for it, and they started to claim that they are not responsible for that, but they will generously look for it, but no promises. I need my bag delivered, and a compensation to be satisfying enough for me because this is not the first time. Also, I need a direct apology from the airport claiming that it is their fault and they will be more dedicated doing their jobs. Additionally, upon arrival to my final destination (***), I found out that one more bag is missing. So, total of 2 bags of mine are missing this time. I can see they really have done effort, losing 2 bags this time instead of one like last time.File reference number: ********** 

  Business Response

  Date: 09/28/2023

  The following email was sent to ******************************* on 27Sep23:

  Dear ***************
  
  Thank you for contacting the Better Business Bureau.  A copy of your correspondence dated 05 and 19 September has been sent to Customer Relations and we have been asked to respond to you directly.
  
  I am sorry that 2 of your bags did not arrive with you in ********, *** when you traveled with us on 31 August. I can certainly understand how upsetting this must have been not to have your personal belongings with you especially as you say this is not the first time we have delayed your bag.  Please accept my sincere apologies for the inconvenience caused. 
  
  I have reviewed your delayed file number ********** and it shows that both bags were delivered to you between September 2 and 3.  If you needed to purchase essentials while you were without your bags, send me clear copies of those receipts by email to *************** for reimbursement consideration in the subject field include your case number *********
  Please only reply to this email if you have not received your bags or you have receipts for purchases you made and are sending them in for my review.   
  
  My renewed sincere apologies for the delay of your bags and inconvenience caused.  Thank you for telling us about it and giving me the opportunity to respond.  
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer Answer

  Date: 09/28/2023

  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 am requesting a compensation for the problem and the inconvenience that happened, not the essentials I bought. Because the same problem happened with me multiple times with BA, so I am requesting a compensation for all the trouble and that they never improve their service and I keep facing the same problem again and again

   

   

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

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

  Business Response

  Date: 10/16/2023

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

  Dear ***************
  
  This email is in reply to the latest correspondence we received from the Better Business Bureau dated 29 September.
  
  Please note that our right to care when a passenger's bag is delayed is to reimburse for essentials within reason and with proof of purchase.  I am sorry to disappoint you but we do no offer compensation for the lack of service or because it has happened before.  
  
  Again, if you purchased any essentials while you were without your bag, I am happy to review and consider reimbursement.  Please follow the directions in my previous email if you need to submit receipts.   
  
  Thank you again for getting in touch. 
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********