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

  4887 Belfort Road Jacksonville, FL 32256

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:08/30/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 13 2023 My husband was denied entry to BA Flight 365 From ***** ****** to ******, before he took additional flight from ****** to ************ and ************ to ******. The Flight attendant stated it was because he did not have have his physical Green ***** He explained that it has been lost in October of ***************************************************************************** process with USCIS, they just have a long backlog. She refused to listen and canceled his ticket for the ***** to ****** Leg. My husband tried to call British Airways to get help, as did I and we were treated rudely by the phone staff. He finally had to by a second set of tickets from ***** to ****** and ****** to ****** to get home, where he had no issues at all with immigration, showing that this flight attendant was wrong. We have asked for a refund for the original flight which was $1300, and even contacted out CC company but they informed us that my husband was marked as a No Show on his 2 connecting flights (because those were not canceled) so they could not help us / get us a refund.We filed a complain with British Airways via their website as instructed on Aug 13 and August ************************************************************************************************************************** the system, despite having proof that it does.

  Business Response

  Date: 09/18/2023

  The following email was sent to ********************* on 07Sep23:

  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.
  Thank you for getting in touch with us. I'm sorry to hear there was an issue with allowing *********** to board his flight due to not having his actual Green *****
  I've requested a refund of your unused flights which will be returned to the travel agent you booked with. Please contact them directly and they will arrange to refund you.
  I should be notified when the refund has been completed and will update you when I have confirmation it has been completed. 
  Once again, please accept my apologies for your experience. 
  
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is*********

  Customer Answer

  Date: 09/18/2023

  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:

  I am still waiting to get my refund after calling my travel agent 2 different times and even forwarding the British Airways email that was sent and NOTHING.  I do not believe they have reached out to my Travel Agent (Chase Travel) and until I get my full refund I want this case kept OPEN. 

   

   

   

   

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

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

• Initial Complaint

  Date:08/29/2023

  Type:Billing 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.

  This is in reference to booking ******. Leg:BA0639 27 Aug 2023 13:25 ****** 27 Aug 2023 15:20 ******** (London)Terminal 5 This flight was late and we needed to catch a second leg BA0189 to go home. This plane BA0639 arrived at the unknown gate and we informed the the crew that our connecting flight is at gate B48 and departing in 35 minutes. The crew just told us to follow a sign at the airport. They did not inform us that we would need to go thru another security and use a transit. **** also did not help us to disembark from the aircraft and we had to wait in the queue. We had to run thru the packed terminal 5 and being not young people my blood pressure raised dramatically and my wife had a stress attack. Security confiscated our expensive thermal flasks as they contained water and we didn't have time to dispose water. If we would knew about this procedure with British Airways we would never book this ticket. We are planning to see a doctor and assess a health damage because of this experience. As of now we will accept a refund for BA0639 leg as a compensation.

  Business Response

  Date: 09/14/2023

  The following email was sent to ********************** on 07Sep23:

  Dear ****
  
  Your response from British Airways
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have asked to respond to you directly.
  I'm sorry to hear of your experience when returning from ****** last month. We know this isn't the level of service you expect from us.
  I can see your flight from ****** was delayed due to an airfield slot delay. We take all reasonable measures to avoid disruption to a flight and we always consider if there are any other alternative solutions before we make a decision but this delay was out of our control.
  It's necessary to go through security whenever you board a flight at ***************, and it's disappointing to note you weren't made aware of this before you travelled.
  I'm afraid we're not able to refund your ticket for your flight from ****** as you've travelled on this flight as booked.
  Once again, please accept our apologies for your experience this time.
  Best regards
  
  ***********************
  British Airways Claims Investigations Specialist
  Your case reference is:********

  Customer Answer

  Date: 09/21/2023

  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:

  [Damage was done, British Airline acknowledge the issue but just apology is not enough. I need a compensation]

   

   

   

   

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

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

• Initial Complaint

  Date:08/25/2023

  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.

  I went on an Education First Health Science trip to ***** and *********** in July of 2023. We left *********** on July 3rd flying British Airways. We had a layover in ***************, which we missed because the layover was only an hour and we did not have enough time to make it. My luggage was then lost and eventually found but delayed getting to me for 8 days. I did not receive my luggage until July 10th, so I had to buy things to replace what I was missing in my delayed luggage. The entirety of the trip, British Airways was uncooperative. They would not help us when we called, would not respond to emails, would not cooperate in locating our luggage and in ****, a British Airways employee was very rude to us. I filed for a refund through British Airways and my travel insurance company, and British Airways will not respond to me. I requested this refund shortly after arriving home on July 13th. I had heard nothing from them, and I have sent emails to follow up. It has been almost two months and they have never gotten back to me. I should receive $188 back in refunds. I attached below the receipts of things I need reimbursement for, and a missing baggage report.

  Business Response

  Date: 09/13/2023

  The following email was sent to ************************ on 06Sep23:

  Dear ***********************
  
  Your response from British Airways
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have asked to respond to you directly.
  I'm sorry to hear of the issues with your baggage when you travelled to Europe with us in July, and that your claim has yet to be resolved. We know this isn't the level of service you expect.
  We take extra care of baggage being transferred through an airport, as we know theres a greater chance of delays, especially when your itinerary has been disrupted. It's disappointing to note these precautions did not enable us to have your baggage with you when you arrived.
  We're of course happy to reimburse the costs incurred due to your delayed baggage. I've raised a bank transfer of $180.26 as payment of these costs. This payment should show in your nominated account in **** working days, if not sooner. Please don't respond to this email in the next ***** hours, as this may delay the payment being processed.
  Once again, please accept our apologies for your experience this time.
  Best regards
  
  ***********************
  British Airways Claims Investigations Specialist
  Your case reference is:********

  Customer Answer

  Date: 10/05/2023

  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:08/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Confirm # ****** Ticket #'s ************* (**********) and ************* (K ***********)Booked a flight to Ireland thru Priceline (via British Airways) on May 2020 , unfortunately the ***** pandemic hit and all travel worldwide was shutdown. Received a notice that we would receive a credit/voucher for (2) tickets to be used no later then Sept 2023. We tried to rebook a flight in July 2023 and were bounced back and forth from Priceline and British Airways without any resolution. They were pointing the finger at each other .....Now, we are requesting a total refund in the amount of $1245.50 plus $93.42 in flight protection.The people we were to meet in Ireland will be out of the country...and we no longer want to travel out of the country at this time or in the future.

  Business Response

  Date: 09/13/2023

  The following email was sent to ****************** on 07Sep23:

  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 understand you would like us to look into your request for a refund of your booking ******.
  
  Ill be happy to look into this for you, but under data protection rules I first need a letter that has been signed by ************************ to confirm they are happy for you to deal with this on their behalf.
  
  
  Please include your case reference number, which is ********, on this letter.
  
  You can send this to me in the following ways:
  
  
  Go to here to upload scans
  Thank you for your help with this. I apologise for the extra inconvenience, but as youll understand, our customers privacy is very important to us. I look forward to hearing from you. If theres anything else I can help with in the meantime, please contact me directly using the blue link below.
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:08/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  British Airways cancelled two vouchers that belonged to me and my husband, and then they issued one new voucher for the combined value to someone else, without my permission.Here is some additional background on the vouchers. We were given two vouchers for flights cancelled during the Covid 19 pandemic. We attempted to use them for a flight from ************* to ****** on July 13, 2023. That flight was cancelled on July 13, 2023 without any written notice. We never received a single email or text informing us of the cancellation. We thought we would get our vouchers back, but instead they were cancelled and exchanged for one voucher that was issued to someone other than me or my husband. This occurred without our permission. Furthermore, I do not think these vouchers are transferrable under British Airways current policy. Based on this, I believe the erroneous exchange and reassignment occurred due to a clerical error. I have called British Airways customer service twice to try and resolve this. They told me that they are unable to help me because the new voucher is not in my name. Ultimately, British Airways is using bureaucratic processes to prevent me from using my voucher money. At this point, they effectively stole $5,064.66 USD from me. Original Vouchers issued to ********************* and *********************** used to partially pay for a July 13 flight from *** to *** that was cancelled (British Airways Booking reference ******, cancelled outbound flight BA0286):eVoucher ************** for $2,412.10, and eVoucher ************** for $2,652.56.The New Voucher not issued to ********************* or *********************** is: eVoucher ************** for $5,064.66.I am requesting a full cash refund for the $5,064.66.

  Business Response

  Date: 09/11/2023

  The following email was sent to ******************************** on 07Sep23:

  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 understand you have been trying to have your future travel vouchers refunded and were shocked to find you could not clear security with one of our agents as the email held was not yours. I can only imagine your horror when you thought someone else had access to your voucher.
  I can see the issue was called by the agent not being aware of how our system works when vouchers are being used and was not able to check your information fully. When this happens they will not continue to avoid the very situation you were worried about.
  I believe your vouchers have been sent to our Refunds team to be refunded. The refund will be sent to the original form of payment used and could take up to 28 working days to reach you, but it may be quicker.
  Once again, please accept my apologies for the inexperience of the agent you spoke to. Additional training has been provided to help prevent this happening again.
  I hope you may have already received your refund but if not, please don't hesitate to get back in touch with me and I will be happy to look in to the issue further.
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:08/22/2023

  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 purchased seat upgrades on a trip to Santorini ****** for $300, when we got to the airport our seats were changed. We were told to file a claim which I did on 10 July 2023 at 4:45 pm.

  Business Response

  Date: 09/08/2023

  Dear *****
  
  Your Response 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 understand from your comments that you didn't get the seat you had reserved on your flight to Santorini on 02 July. You've mentioned that you paid $300.00 USD for your seats. However, your seats were changed and you requested a refund of this charge. I've looked into this for you.
  I can see that you reserved seats 13E and 13D on your flight to Santorini. I can also see that you paid $84.00 USD for those seats. I've checked your flight records, and I note that you and ************* travelled in seats 13E and 13D, therefore as you travelled in the seats you paid for, you aren't due a refund of your seats.
  However, I also note that you paid $300.00 USD on 19 June for your seats on your flight from ********* on 01 July. You pre-booked seats 30H and 30J. From the information in your travel record, I can see that you travelled in seats 42C and 42B.
  I know that you called us on 11 July to request a refund for your pre-paid seating and this was sent to our Refunds team. I'm very sorry that your refund hasn't been processed.
  I've contacted our Refunds team for you today and I've asked them to process your refund as quickly as possible. Your refund will be returned to your original form of payment.
  We appreciate your feedback. Our Management team will use your feedback to help us to improve our service.
  Once again, we're sorry for your experience this time. We hope to welcome you on board again soon.  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets on British Airways from ******** ****** to ********** ******* in April 2023 for a trip in July. I knew there was a possibility of the exact dates changing, but thought I would, purchase tickets, and make changes later if necessary. I thought there would likely be a change-fee, but I thought it was worth the risk.When my plans did change, I called British airways and they informed me my tickets were "unchangeable". I had never herd of any airline having a policy of "unchangeable" tickets, and I complained, and was informed it was because I had purchased the "Economy Basic" tickets. I was confused because when I bought the tickets I knew my plans might change, and I would have made sure to buy changeable tickets. However, their website only advertises better baggage and seat options when offering the ****************** or "Premium Economy" options--no mention at all of the changeability of tickets. Additionally, the receipt they emailed says nothing about Economy Basic being unchangeable and in fact offers a link if I want to change the date or time...."When applicable".British Airway customer service was unable to offer any solution besides travel on the original days. Unfortunately, my schedule involved court dictated custody of my daughter, and we could not travel on the original dates. I was forced to give up the tickets and was only refunded the taxes. When I complained I was offered a 50pound credit. I spent 1600pounds originally so I refused.I have included screenshots of the online purchasing experience. Please let me know if emails and receipts would be helpful.

  Business Response

  Date: 09/11/2023

  The following email was sent to ****************** on 8Sep23:

  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. Please accept my apologies for the delay in getting back to you.
  I'm sorry the refund you received was less than you were expecting. I don't underestimate the inconvenience this caused, and I understand why you needed to get in touch about this.
  I've reviewed all the information available to me and I can confirm the refund you've received is correct.
  You purchased your tickets via ba.com on 05 March 2023. At the point of payment, you confirmed that you had read the Terms and Conditions of the tickets, which were non-changeable and non-refundable.
  You then contacted us on 21 June to request a change to your booking. We advised you that your tickets didn't allow changes or refunds. You then called back, cancelled your booking and a fare rule refund was arranged. A partial refund of the taxes you paid was processed on 22 June for $113.05 per ticket back to your **** card ending ****. 
  As the correct refund has been processed, I'm unable to arrange a payment for the difference. I know this isn't the outcome you were hoping for and I'm sorry to disappoint you.
  We're grateful for any feedback we receive, so we appreciate you taking the time to get in touch. Your comments about the visibility of the Terms and Conditions of tickets have been shared with the relevant teams who'll use them in future discussions regarding what information is available on *******
  Once again, I'm sorry I'm unable to meet your request on this occasion.  
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 10/25/2023

  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:

  British Airways claims that I read and agreed to the fare conditions and my tickets were non-changeable.  However, the conditions window under the "Agree and Continue" button clearly states that it costs $10 online or $25 by phone to cancel a booking and it clearly states that it is free to change a booking online or $25 by phone.  There is no mention of "un-changeable" or "non-changeable" at all; neither is there any mention of "basic economy" tickets and their particular restrictions.  Please see the attachments or just visit the British Airways sight, find a ticket at the cheapest price and see there is no mention of "non-changeable" anywhere in the purchasing experience.

  I have yet to see on the British Airways web sight where I was supposed to find out that the tickets were "non-changeable".

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

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

  Business Response

  Date: 11/13/2023

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

  Dear ***************
  
  An update from British Airways
  Thanks for your most recent email to the Better Business Bureau. They've passed on your correspondance and asked us to respond to you directly.
  I'm sorry you remain unhappy with the outcome of your complaint. As previously advised, we've thoroughly reviewed all the information youve sent us, and I can confirm that we believe weve dealt with your case fairly and appropriately. Were unable to respond to any further requests for a refund.  
  In your most recent email to The Better Business Bureau, you've mentioned the following: 
  "However, the conditions window under the "Agree and Continue" button clearly states that it costs $10 online or $25 by phone to cancel a booking and it clearly states that it is free to change a booking online or $25 by phone.  There is no mention of "un-changeable" or "non-changeable" at all; neither is there any mention of "basic economy" tickets and their particular restrictions"
  The costs you've referred to are service fees:
  Service fees
  To cancel your booking it is $10.00 online or $25.00 by phone. To make changes to the date/time it is free online or $25.00 by phone.
  This information is listed below the sections detailing "changes to your ticket" and "refunds". Service fees are payable in addition to any applicable change fees, as per the fare rules, which can be viewed and must be agreed to before purchasing a ticket.   
  Just as a reminder of our conversations, the tickets you purchased were non-changable and non-refundable. The Terms and Conditions have not changed and you agreed to these terms at the point of purchase. You would have been unable to proceed to payment without agreeing.
  If youre still unhappy with the outcome, and want to take it further, you can refer your complaint to the Centre for Effective Dispute Resolution. CEDR is an independent dispute resolution provider, which is certified by the ************** Authority. They decide on any disputes between airlines and passengers that cant be resolved using the airlines own complaints procedure.
  
  A few notes about contacting CEDR:
  
  Please contact CEDR directly to check whether they cover your dispute, there are some disputes they cannot deal with.
  
  
  
  Please check their website here for contact details.
  
  
  
  If CEDR take on your complaint, well withdraw any previous offer of settlement weve made. If CEDR make a judgement on the issue, their decision will be final.
  
  
  Once again, Im sorry we werent able to resolve this between us this time. I hope this information is useful to you.
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:08/21/2023

  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.

  Date of travel: 3rd July from ********* (*****) to ****** (***)- *** airlines service forced my mom to check in her carry on luggage even though the luggage was within dimension and weight. - My mom mentioned there are some delicate items in it for which the air lines staff said it will be handled properly. - On opening the box at home 2 boxes broke for which I submitted the claim with the airlines for $50 with receipt of the item broken by them.- *** airlines denied the damage reimbursement stating delicate items to be kept in carry on even though it was and their staff made my mom check it in.

  Business Response

  Date: 09/11/2023

  The following emails were sent to *********************** on 6Sep23 & 7Sep23:

  Dear *******
  
   An apology from British Airways
  Thanks for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we've been asked to respond to you directly. Please accept my apologies for the delay in getting back to you.
  I'm sorry to hear your mother's fragile item was damaged when she travelled with us. I don't underestimate the disappointment this must have caused.
  I've reviewed your claim and I'm happy to arrange reimbursement of $50.00 for the damaged item you told us about.
  The best way to settle your claim is by bank transfer and it would be helpful if you could send me the following information:
  
  
  
  Bank name
  Branch name
  Bank country
  Routing number (9 digits - please provide the paper and electronic sort code)
  Account number (up to 17 characters)
  
  
  You can send us your information by clicking on the secure blue reply link below my name. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  Once again, please pass on my apologies to your mother for her 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 about your payment.
  As requested, I'm happy to arrange a cheque payment. Please allow approximately 21 days for the cheque to arrive.
  Thanks again for getting in touch. Please don't respond to this email within 48-72hrs as this may delay your cheque payment being processed.
  
  Best regards
  
  ******
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:08/21/2023

  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.

  On October 22, 2022, my wife and I flew from ******* to ******** on a business class tickets with British Airways via ******. We had chosen business class because my wife, ********, has a history of blood clots (DVT). The flight (No. 52) to **************** was uneventful. However, in ******, when we attempted to board the second leg of the flight to ******** (BA165) we were told that there was no seat available for my wife in business class, and the seat had been given to someone else. We protested, and the agent apologized and assured us that we would be reimbursed. However, my wife had to complete the flight in coach class. I have written to British Airways, requesting reimbursement for the cost of ********* ticket. On February 14, 2023, after receiving a response from British asking for consent from my wife for me to act on her behalf, we sent the written consent. WE HAVE NOT HEARD ANYTHING FURTHER FROM BRITISH AIRWAYS SINCE. My wife has recently experienced another DVT that *** or *** not be related to the flight, but is evidence of why we purchased a Business Class ticket for the entire flight. Thus, the reason for the anxiety over not being able to travel from ******* to ******** in uninterrupted business class. We have sent British Airways a copy of my wifes boarding pass indicating an involuntary downgrade from business class. I would appreciate any assistance you can provide in resolving this matter without the necessity of taking legal action. I thank you in advance. The address that we have used to communicate with the airline is as follows: British Airways, Customer Relations ******, PO Box ****, ********, *** **** **************. Attention: ******************************, Sincerely, *********************

  Business Response

  Date: 09/08/2023

  Dear ******
  
  Your response from British Airways
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have asked to respond to you directly.
  I'm sorry to hear your wife was downgraded on her flight to ********, especially as you'd booked our Club World cabin due to your wife's history of DVT. We know this isn't the level of service you expect from us, and we understand why you needed to get in touch.
  We're of course happy help with a refund of the difference in fare from our Club World to World Traveller Plus cabins, but you'll need to contact Alaska Airlines since they issued your ticket. They can reach out to our ******************** for any assistance.
  With regards to compensation, we can offer either a $300.00 eVoucher which can be used for future travel with us, or a $200.00 cash payment.
  If your wife opts for the cash payment, the best way to settle this is by bank transfer and it would be helpful if you could send me the following information:
  
  
  Bank name
  Branch name
  Bank country
  Routing number (9 digits - please provide the paper and electronic sort code)
  Account number (up to 17 characters)
  
  
  You can send us your information by clicking on the secure blue reply link below my name. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  
  
  Once again, please accept our apologies for your wife's experience this time.
  Best regards
  
  ***********************
  British Airways Claims Investigations Specialist
  Your case reference is:********

• Initial Complaint

  Date:08/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've contacted Customer Relations regarding a problem with a previous award booking wherein their system, due to whatever limitations of its own, would not show a certain itinerary: ***-*** on QR. I ended up booking ***-*** on QR which does show on the system and only later finding out that ***-AMM on QR *is* available but I have to call in for it. I had made this change over the phone wherein the representative told me to cancel the ***-*** as it would be troublesome/difficult for them to change it, and simply use the refunded points to book a new ***-AMM:QR itinerary. However, this resulted in me paying for an award cancellation fee from the first ***-*** itinerary of $55 USD that was deducted from my award fee refund (original $208.80). Their team replied, "When you voluntarily cancel your booking before the departure of your flight, I'm sorry we can't process a full refund of your ticket. Our Refunds team will calculate the refund as per the fare rules of your ticket." While that's true, I feel an exception should've been made given that it was their own system limitation that caused this misunderstanding/misbooking in the first place. Furthermore, it was their phone rep's advice to me to cancel the original itinerary and replace it, rather than change it, that resulted in this charge.BA Case reference ********

  Business Response

  Date: 09/11/2023

  The following email was sent to *************************** on 6Sep23:

  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 understand that when you made your booking ****** it was not quite the perfect one you had hoped to make. You later discovered the route you had hoped to book was available but you had to speak to an agent to do it.
  You were advised to cancel your original booking and then the new one would be arranged. However, in doing so you were charged the cancellation fee of $55.00.
  I'm very impressed with your knowledge of our policies, and acceptance that I may not be able to meet your polite request.
  On this occasion, I would like to offer you an eVoucher for $55.00 that can be used towards a future flight with us. You can find the details of your voucher and how it can be used below:
  Here are the full details about how to use it here.
  
  
  eVoucher number:**************
  Name: **
  Value: $55.00
  Expires:01/09/2024
  Thanks again for getting in touch. We look forward to welcoming you on board again soon.  
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is*********

  Customer Answer

  Date: 10/15/2023

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