Complaints

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

close

Find a Location

British Airways has 27 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  British Airways

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

• 

  British Airways

  238 Lawrence Ave South San Francisco, CA 94080

• 

  British Airways

  2427 S 161st St Seattle, WA 98158-1102

• 

  British Airways

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

• 

  British Airways

  2 Park Ave Room 1100 New York, NY 10016

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:08/15/2023

  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 have requested a refund on a eVoucher on June 1st 2023, and the British Airways sent me email saying it was processed on June 3rd 2023, the Refund Reference is ******* but I never received the refund at all, I have called my credit card company ******************* they confirmed that there is no refund from British Airways, so I started to call British Airways since late July, total 7 times, each time the representative who answered my call saying they have submitted the request to their refund team, and asked me to call back later to get an update, but each time I called back, the new representative saying there is no record on my request all, they have to submit the request again and asked me call them back again. Each time I got the same answer, call them back again. But they never ever do anything about it, just keep telling me they will request the traction code and try to call them back. The result is I nerve receive the refund or even the traction code they promised to provide.

  Customer Answer

  Date: 09/09/2023

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

• Initial Complaint

  Date:08/15/2023

  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 am writing to formally register a complaint against British Airlines concerning my recent experience on flight BA0984 from ****** to ******. Despite the assurance of a smooth travel experience, I encountered significant inconvenience and financial strain due to a delay in the delivery of my baggage, which took 2 days to arrive.This unfortunate incident not only caused a significant disturbance to my plans, but it also posed a financial challenge. As this was my first visit to *******, a country where I am unfamiliar with the language, I was forced to allocate time to shop for essentials instead of enjoying my stay. This unexpected expenditure put a strain on my budget, as I had to purchase items that were already in my delayed baggage. In total, these unforeseen expenses amount to nearly ***** euros.Furthermore, I am deeply disappointed with the lack of response from British Airlines regarding this matter. It has been almost three weeks since I lodged my complaint, and I have received no acknowledgment or compensation for the inconvenience faced. This inaction further exemplifies the lack of customer-centricity that I have unfortunately experienced with the airline.The distress and frustration I faced in those initial days significantly marred the enjoyment of my trip. I believe it is only fair that I be compensated for the additional expenses I incurred due to the baggage delay, as well as for the emotional turmoil this situation has caused.I kindly request the Better Business Bureau to intervene and assist in ensuring that British Airlines addresses my concerns promptly. I hope no other passenger has to endure such an experience in the future.Thank you for your attention to this matter.Regards,*****

• Initial Complaint

  Date:08/14/2023

  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 filed a complaint a month ago now reference #********. Our experience with British Airlines was the worst my wife and I have ever had. Our bags were lost and damaged along with some of the contents, we got stuck In ****** and had to stay in a hotel for two nights, we got returned to a different destination than we originally were supposed to return to. We just want what is owed to us.

  Business Response

  Date: 08/30/2023

  The following email was sent to ************************** on 17Aug23:

  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 after your flight to ********* was cancelled, especially as there was no rebooking options for a similar flight. We know this isn't the level of service you expect, and we understand why you needed to get in touch.
  I can see your flight was cancelled due to damage sustained to the aircraft making it unserviceable. Safety is at the heart of all we do and we always ensure our equipment is fit for purpose before being used.
  I've raised a bank transfer of $1,062.26 as reimbursement of your hotel, food and drink costs due to your flight cancellation.
  I've also raised a bank transfer of $1,319.00 as payment of the compensation you're *********** due to your delayed arrival at your final destination, which was caused by the flight cancellation.
  These payments 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 payments being processed.
  We cannot pay you back for the car hire costs you asked us about. This is because were only legally responsible for the cost of your flight itself, plus a few other related expenses, not everything you had to paid due to the cancellation.
  If you reported the damage to your baggage within 7 days of receiving it, please provide the reference you were given and I'll be happy to look into this matter for you. 
  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: 08/30/2023

  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:08/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife (***************************) and I missed our connection at *********************** on 8/3/23 due to the delay in our arriving flight (British Airways 435) out of *********. We were booked on separate flights to return home and we had an additional 24 hours of travel time, along with incurring expenses in ****** for a hotel, transportation costs and meals. It's outrageous that airlines can strand you on another continent while other carriers had plenty of availability on earlier flights that same day. We weren't even provided with a hotel or food voucher. We are supposed to each be credited $600 per person for such a long delay, not to mention reimbursement of our out of pocket expenses.

  Business Response

  Date: 08/28/2023

  The following email was sent to ********************* on 15Aug23:

  Dear ******
  
  An update from British Airways
  
  Were sorry it was necessary to delay your flight to *************** on 03 August and understand why you needed to get in contact about this. We take all reasonable measures to avoid delaying a flight and well always consider if there are any alternative solutions available before we make a decision. We'd also like to thank you for your patience while we got back to you about this.
  
  Ive checked the details of your journey and Im pleased to advise youre *********** compensation for the delay to your flight, BA435, on 03 August. The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with ** law. This means youre *********** ****** in compensation.
  
  
  The total amount of compensation youre due is $660 as theres one passenger included in your claim. Ive raised a bank transfer for this amount in your local currency, which will be paid directly to you. We want to process your payment as quickly as possible to put things right for you. Just to make you aware, if you respond to this email within the next ***** hours, it may cause a delay in your payment being processed which can take up to 28 working days.
  I have also raised a separate bank transfer of *********************************** this claim.
  
  Thanks again for getting in touch. We look forward to welcoming you on board again soon.
  
  
  
  Best regards
  
  *****
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:08/11/2023

  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 took a BA flight, #*** from *** to ***. When I arrived in ********* my suitcase was damaged. The suitcase was split open on the side, zipper was broken, it was unusable (especially for having 4 more flights, 6 trains and 3 more countries in Europe to visit). I submitted a report at ***********, where an agent said I would receive a call from BA in 3-5 business days so that someone could advise me on what my options for suitcase replacement would be. In the meantime, I submitted the online report through the BA website (which states you have to submit it within 7 days), I didn't hear anything back, no call, no response to my online form, so I submitted another one just in case (still no response). I called multiple times and submitted the requested complaints and communications to customer relations (again, zero response). I had planned to save money and take the train from the airport to "downtown" and walk a few blocks with our bags, but due to the damage that wasn't able to happen and we had to spend a lot getting a taxi. I had submitted pictures of the suitcase which I had to leave at my hotel in ********* before flying to Milan. In Milan, I spent hours attempting to find an equal replacement suitcase (size, style, and cost). I found and purchased the suitcase and also submitted the receipt and pictures of the new suitcase. At this point, I am just requesting a refund for the suitcase and the taxi. We spent $7000 to fly business class with BA for this trip, as well as each year for the past decade. My husband's suitcase (the red one) was damaged on this flight as well (I will submit all the photos below). I have submitted a photo of my black suitcase before we left the airport and 7 photos of the damage. I have attached as well a picture of the new suitcase purchased + the receipt. As well as 1 of the 2 taxi receipts,(unfortunately the 2nd taxi couldn't give a receipt). Requesting $300 for damage and unnecessary costs including forign conversion and bank fees.

  Customer Answer

  Date: 08/28/2023

  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:08/10/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I flew British airways from ****** to ********** on 8/1/23. My luggage was lost. It arrived in ********** the following day 8/2/23. I have verified this by apple air tag location tracking. It has been sitting in the same location in ********** airport for 8 days. British airways will not respond to inquiries with anything more than a generic response. I am unable to reach their customer service rep. I have called ********** airport administration multiple times in search of help without any positive results. The problem is British airways does not have staff at that airport except for one the one plane flies in 3-4 times per week. They are overwhelmed with lost baggage complaints. And are unwilling to process them. I have reported to *** airport and I am unable to retrieve the bags because they are in a locked secure location without staff to service it. I have called the delivery courier and he has reported to me that British airways baggage service area is in total chaos and disarray and is unable to personally search for the bay in their mess. I need help.

  Customer Answer

  Date: 09/07/2023

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

• Initial Complaint

  Date:08/09/2023

  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.

  On July 4, 2023 I attempted to reach BA ***************** The call center had a message saying they weren't able to offer assistance due to call volume. I reached out via BA chat & connected with someone there. I shared that my ex-husband had died & that I needed to plan his funeral and cancel trip due to date conflicts. My son was his sole heir and unable, at his young age, to take on this responsibility. The fact that the decedent was my ex-husband was disclosed openly at the beginning of the chat. The rep wrote that I was eligible for a full refund & advised me to email death certificate. I did & did not hear anything back for days, so called in on July 27th & went through a repeat of my initial attempts, & ended up on chat was told they still had to review & attach the doc to my res. I later received an email stating doc was validated and attached to my res - that I should call in. Took hours of trying over and over to get through to have rep tell me that ex-husbands don't qualify for bereavement. I asked her if she could see the chat transcript where I was told I'd receive a a full refund. She said she could. I told her that wasn't right. BA can't put something in writing & then not honor it. She said she agreed & would escalate the matter. She also advised me to reach out to Customer Relations. I did as instructed and received a response from them that they only deal with travel that has already occurred. I'm an ******* with Oneworld and I've emailed them, BA Corp Offices and their CEO, *******************, and I never receive responses from anyone. We wanted to rebook this trip to occur after the funeral but now I want to avoid anything associated with BA, as this experience has been so horrific, especially given that I'm dealing with a grieving son and the death of someone that I was married to and close with for 30 years. These tickets were $1,200.Res: ****** **** Relations - case reference is:******** Cancellation due to death [Incident: *************]

• Initial Complaint

  Date:08/07/2023

  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.

  First leg of my trip related to reference number ****** was delayed causing me to miss the 2nd leflg. Half of my group made it through security by running. The kiosk would not let me through and employees all told me I missed the flight and to rebook. The plane sat at the gate for another hour but I was still told I could not board. I was then put on a flight over 5 hours later. I no longer have a ride home from *** to my home in Southern **********. I have not eaten anything and only received a 10 dollar token from British Airways. I asked if I could stay in their lounge and was told no. I asked if I could be compensated for a taxi home and they said no. Per their policy, I am *********** a refund for delays over 5 hours but they refuse to acknowledge their own website.

• Initial Complaint

  Date:08/07/2023

  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.

  To whom this may concern I am writing this email to express my deepest sorrow because of the last trip with British airways.I have booked 3 tickets from travel agency called *********** and when I asked to change my daughters ticket they gave me very very expensive rate -higher than the ticket price itself- so I bought another one way ticket for her to travel. Then me and me husband traveled but flight delayed which makes my lay over more than 6 hours , my bag arrived after 48 hours and wheel chair for my husband arrived late.All and above when my daughter tried to use her ticket for return, she was chocked that her return is canceled too.Now what happened to me in this trip is totally unfair because:1- No one informed me with the refund or change conditions for the tickets during purchasing from travel agency.2- I receive an email that flight will be delayed for one hour but in fact it was more than this so lay over became 6 hours which makes the whole trip 20 hours or more without putting his medicine in refrigerator. 3- waiting for long transit with my sick husband is too hard specially that he is almost 69 years old and suffering from kidney disease stage 4 , heart disease, type 2 diabetes, high blood pressure and high cholesterol.4- I was obliged to wait for 2 days without my personal stuff and Medicine (not available in ***** ) because of the bag delay.5- travel agent refused to refund my ticket either before my departure date nor after.6- my daughter contacted British airways many many times to use her return but they said get back to your travel agency which also refused and hanged up the phone. 6- We were obliged to buy a new tickets with more than **** USD because of all this hassle.British Airways Customer Reference: ******** -Please help us to refund my daughters ticket and provide suitable compensation for the whole situation. Once again I am very disappointed and sad from the whole trip. Waiting for your immediate action.Thank you ***********************

• Initial Complaint

  Date:08/01/2023

  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 flew on British Airways on July 9, 2023 in Business Class with my wife and child. I paid extra to select seats so that we could sit together. ** moved my wife and child to other seats without an explanation. I still have not received an explanation. They gave a refund to my wife and child. They have not provided a refund for my seat selection and have not responded to me. I spent over ****** USD on these seats and the customer service has been awful. I called and emailed multiple times and the call center was rude. They refused to transfer me to a manager. After 3 weeks, I have given up. BA flight #****.

  Customer Answer

  Date: 08/26/2023

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