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:07/31/2023

  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.

  Booking reference: ****** Payment TotalUSD ******* Payment Date11 Mar 2023 Flight tickets issued byBritish Airways, *** Ticket Number(s)***************** ********************************************************************************************************* (************************************)***************** (*******************************)Ticket(s) Valid until11 Mar **** Card TypeVisa Credit Card HolderMR ********************************* Journey from ** to *****: 24 May 2023 - 26 May 2023 Return journey from ***** to US: 27 Jul 2023 We had booked above with British Airways. Due to ill health in family, we wanted to see what changes OR other options we had. We had called British Airways and they were extremely RUDE and were charging almost the same amount as above (additional) to make any changes. Due to ill health in family, we decided not to travel in May. Instead, we booked air tickets with another airline for a travel date further ahead (21st June 2023) and were planning to return on 27th July 2023 via British Airways tickets. When travel date neared, I wanted to confirm about my return flight - just to be sure. On 24th July 2023, I tried searching by my Booking reference: ****** and was shocked to see that it was not giving any info and saying something like "your flight has flown". So, my wife called British Airways cust service and was rudely told that the return journey was cancelled by them as we did not take the flight from US to *****. This is simply not right. We had paid for the full flight (return journey) ... it is just not right to cancel our tickets like that. I had to scramble and book new (and way costlier) one-way tickets from ***** to US with another airlines to come back. I returned on 25th July 2023 to ***. It was such a stressful situation and I do not feel good at all. I am demanding an apology and a FULL REFUND + extra costs that I had to bear for my return journey.

  Customer Answer

  Date: 08/25/2023

  At this time, I have been contacted directly by British Airways regarding complaint ID ********, however my complaint has NOT been resolved because:

  The below is the email I got from them: 

   

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

   ------------------------------------------------------------------- 

   

  After this, I had replied to them that I do not have any documentation from Dr or hospital. 

  I also said that I am not someone who will just like that waste air tickets and book new ones. 

   

  It was simply not right on the part of British airways to just cancel the return tickets (INBOUND journey) if passengers are not able to do the OUTBOUND journey ... causing so many problems for the passengers who have already had to spend extra money (hard earned) to book new one-way tickets. 

  This is unethical. 
  

  British Airways was always rude when we had talked with them about potential changes due to ill health. 

  They never mentioned that once you do not take the INBOUND flight, they are going to cancel the OUTBOUND. 

  This is robbery and unethical behavior. We will not travel with this BAD airlines ever again. 
  

   

   

  Sincerely,

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

  Customer Answer

  Date: 09/20/2023

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

• Initial Complaint

  Date:07/31/2023

  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 was one of the passengers scheduled to travel Booking reference: ****** Travel on July 23rd from *** to ***. Unfortunately, circumstances beyond my control arose, As my kid had a high fever with STREP and the doctor asked to stay at home as it is contagious. Forcing me to cancel my travel plans within the 24-hour window. Consequently, I was unable to utilize my Reward booking. I have called the BA customer care and they informed me that I will be refunded the ticket taxes and points if I submit the medical records to them.However, After submitting the complaint to BA case reference ******** with the medical records. I was told only the taxes and fees would be refunded and AVIOS points will NOT be refunded. This is in conflict with their policy and BA customer care call as well.Below is the BA policy "****. If flight bookings for Reward travel on British Airways or on flights operated by an Airline Partner are cancelled by the Member within 24 hours of departure, Avios points in respect of the Reward will not be re-credited to the Member. In the event a Member is prevented from travelling by an Event Beyond Your Control, such Members ***** points will be refunded provided that the Member has an unused Reward, has informed British Airways promptly, provided evidence of the event if requested to do so, and paid the applicable fee specified on Ba.com." Link to the policy : **************************************************************************************************

  Customer Answer

  Date: 08/25/2023

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

• Initial Complaint

  Date:07/28/2023

  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.

  Beginning July 22nd, I had an absolutely horrible experience w British Airways. I understand flight delays/cancellations occur for various reasons. However, after being bussed from ********, ***** to ****, due to flight being diverted, then canceled, I received NO help from the 5 BA employees I attempted to engage. They were rude and would not provide any assistance whatsoever. Then, after making it back to the states, my ********* 3 did not make it on the flight. I filed a claim and have contacted BA daily since my return, as instructed. They have NOT been able to provide any information, rather, continuously tell me to give it 24 hours. Almost one week later, this is ridiculous and needs to be addressed, on many levels, from the unhelpful and rude employees from the onset of my return to the states to locating and delivering my luggage as I was told would happen. I have also been told by BA to purchase the items I am missing that are in my lost luggage, which is another cost to me, unnecessarily & at no fault of my own.

• Initial Complaint

  Date:07/25/2023

  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 would like to use my credits for British Airways as I was told I could do through Sept 2023 for 4 cancelled tickets from Oct 2020. I have spoken to multiple customer service reps in 2020 and 2021 informing me that I would be able to rebook these flights through BA through Sept 2023. Unfortunately that has not been the case when I called them over the last couple weeks.

  Business Response

  Date: 08/09/2023

  The following email was sent to ************************* on 07Aug23:

  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 you're having problems using your credit towards future travel that you received after having your flights booked with Expedia cancelled.
  If you contact Expedia directly, and explain the situation they will be able to work with our Trade Support Team to resolve the issue. They may ask you to make a new booking and then have the credit applied to the booking. So I would suggest you have an idea of where and when you would like to travel before you call them so to avoid any further delay. It would also be helpful to provide them with your original ticket numbers this will help them to locate your credits.
  As your booking was not made with us directly, Expedia hold all of the information regarding your booking and the credits that were issued so they are in the best position to help with this issue.
  Please note, the travel to be completed date for vouchers issued due to Covid19 has been extended to 30 September 2024.
  
  Please accept my apologies for your experience. I hope it's not long before we can welcome you and your family on board. 
  
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:07/25/2023

  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.

  On May 27, 2023, my family (husband and 2 young kids) and I presented ourselves at the BA check in assistance desk at ****************. I was not able to check in online the day before, as the online check in system did not accept my US **** information. We spoke with a check in assistant who kept inquiring where my **** number was. I showed her my ******** passport, my L1A **** stamp from the US customs department, and evidence that I was allowed to work in the US until August ****. The agent did not know how to enter this information into the system. She asked her colleague, who was not able to help, she asked the floor supervisor, who did not seem ****** concerned with this either. She tried to make some phone calls to supervisors, but no one seemed to be able to assist her. I expressed concern about not making the flight due to this delay. She reassured me that this would not be an issue and we would make the flight. Fast forward at least ***************************************************************************** She finally received a call with instructions about how to proceed, but at that point, check in had closed. We were no longer able to board the flight. The agent then told me that she put "notes in our file", and that we would need to book another flight home to *****. She reassured me that I would be reimbursed for the flight from ****** to *****. Needless to say, we were forced to rebook a flight the following day, which cost us **** GBP, plus a **************** taxis to and from the airport. I did as the agent advised, I filed a complaint with BA. ** rejected my complaint as I "failed to check-in", despite the failure being due ENTIRELY to the BA agent and her lack of support. When we showed up the next morning, 05/23/23, at ******** for check in, it took 10 minutes to check us in, once again highlighting the failure of the BA agent, and her support, to properly check us in. I am now stuck with over $7000 USD expenses for this.

  Business Response

  Date: 08/09/2023

  The following email was sent to ******************* on 07Aug23:

  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 you were unable to travel to ***** on 27 May as planned. I understand it must have been very upsetting for you and your family.
  I'm afraid if there is any doubt about the travel documents you provide, they will be checked to confirm they meet the country you are travelling to requirements. This can take time as the requirements can vary greatly. Due to the complexity of requirements there are times when an agent will have to call a specialist team to seek information. 
  
  If we allow a passenger to travel with the incorrect documents, both the passenger and the airline can face huge fines, and the passenger can be returned at their own cost.
  We would always suggest that you allow at least 2 hours to complete check-in for an international flight to allow for any delays. 
  We would not offer a refund of your expenses or alternative flight on this occasion. However, I have sent your original booking to our Refunds team to ask if they can arrange any refund that *** be due. Any refund will be returned to the original form of payment used to make the booking.
  If you have travel insurance, you *** be able to make a claim from your insurance provider.
  Once again, 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:********

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booking # ******, flight ****. May 30, 2023. I was scheduled for a 9:20am flight out of *********. They texted me at 4am to let me know my flight was cancelled and rebooked out of ******* for 14:20. I occurred a $180 can fare expense as of the result. They left me no choice but to take this flight or I can't go home (***) that day. I wanted a refund plus my cab expense. Filed complaint online on their website on June 1, 2023. They never responded. I followed up with several emails, all ignored. I finally called Customer Relations and was rudely treated. They ignored my cab fare request and kept telling since I took the afternoon flight they won't do a thing for me. I'm out $180.00 and they won't even compensate me for the terrible inconvenience they caused me. I had no choice to take that afternoon flight or I wouldn't make it home. Five hours notice was all I was given. I still demand compensation.

  Business Response

  Date: 08/03/2023

  The following email was sent to ***************** on 21Jul23:

  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'm sorry to hear that your journey was disrupted when you travelled to, and from, *************** with us recently. We know how important it is to get our customers to their destination on time. We appreciate why you've got in touch with us about this. Please accept my apologies for contacting you about the issues you've raised in your emails.
  Ive checked the details of your journey and Im pleased to advise youre entitled to compensation for the delay to your flight, BA0212 on 17 May 2023. The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with ** law. This means youre entitled to ****** in compensation.
  
  The total amount of compensation youre due is ****** as theres one passenger included in your claim. Ive raised a bank transfer for you for $679.84 using the details you've provided. 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.
  I can also see that your flight from ********* was cancelled on 30 May. Ive checked the details of your journey and Im pleased to advise youre entitled to compensation for the cancellation of your flight, BA1439, on 30 May 2023.
  
  
  The distance of your disrupted journey was over 3,500km. Because you arrived at your destination within four hours of your scheduled arrival time, youre entitled to ****** in compensation, which is 50% of the full amount.
  
  The total amount of compensation youre due is ****** as there's one passenger included in your claim. Ive raised a bank transfer for $339.92 and this will reach your bank shortly.
  Can you send me your receipt for your taxi from ********* to *******? I'm happy to pay this expense for you. You can send me your receipt by using the following link:
  Go to ba.com to upload scans
  
  
  
  Alternatively, post them to:
  
  
  British Airways Customer Relations
  *******************************************************************************
  ***
  I look forward to receiving your information and dealing with your claim.
  We value your feedback. Your comments have been sent to our Management team, we'll 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:25025657

• Initial Complaint

  Date:07/18/2023

  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.

  On July 7th, 2023: I purchased a one-way ticket from *** to MCI for my grandmother through BA using Avios points and paying the taxes on the flight which came out to $62.08 USD.The reference number involved is ****** and is for passenger ***** del *************************** Viuda ******* who is my grandmother. After the flight was purchased my grandmother experienced a medical issue which after finding out after the flight was booked was no longer able to travel on any flight for the time being. I attempted to contact the U.S./British and ***** customer service lines within the 24 hour period of booking the flight to explain the situation, provide documentation and cancel the flights with a FULL refund. My attempts to reach BA were met with being disconnected 3 times, I reached a representative and they hung up on me when I tried to explain the situation. By the time I finished attempting to contact BA, I had no choice but to cancel it through the website and when I did cancel it, I apparently did not meet the 24 hour requirement even though I cancelled it the day after. When I tried to contact customer service again to inquire on the status of my refund, I was informed that apparently I was too late, even though I had made previous attempts to settle the issue the same day of purchase. They only refunded me around $7.00 USD and told me there was nothing else I could do besides filing a complaint.I did what they told me and filed a complaint under # ******** and provided docs of the medical issues. *********************** told me to send my docs to an email address which I did and was told by ***** that I had to call customer service again.Jul 18, I contacted customer service and spoke to ******. ****** told me to start over the complaint process to get my refund and that there wasn't anything they could do.All I am asking is for a FULL refund, I followed the rules but BA has been very unhelpful. I have attached documentation of medical issues and correspondence with **.

  Customer Answer

  Date: 08/02/2023

  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:07/18/2023

  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.

  On July 3, 2023 I took a school group of 38 people on a European trip booked on British Airways. Our connecting flight had to be rebooked by British Airways. The employee rebooking ** failed to connect our luggage to the flight. This resulted in 19 pieces of luggage missing. I had to spend countless hours tracking down luggage while in Europe. I got hung up on a lot. I was informed that my missing luggage was not their problem and a litany of other atrocities. Upon returning to ***************** my group was still missing 4 bags. On numerous occasions when I have called regarding my luggage claim British Airways demands to speak to my husband who wasnt even traveling with us. Or they say they cannot talk to me because the claim is not in my name when it clearly is. One of the bags is now in *********. We went to *********** and *****. Then back to *****************. We were never near *********. Nobody will talk to **, call ** back or give ** any information. This is terrible.

  Business Response

  Date: 08/02/2023

  The following emails were sent to 31Jul23 & 01Aug23:

  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 bag was delayed and you had to buy essential items. I understand why you were upset when one of our agents asked if they could speak to your son to complete our data protection process. The reason they would have asked to speak to him, was the delayed bag report was raised in his name, and they were not aware he was a minor. 
  This isnt what you should expect of us, and we understand why you needed to let us know about it. 
  
  We take extra care of baggage being transferred through an airport, as we know theres a greater chance of delays.
  
  
  
  
  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.
  I can see your flight from ****** was delayed by 14 minutes arriving in ***************, as you had a tight connection time of 15 minutes this meant that you would not have been able to travel as the flight had been closed. When this happens you are rebooked on to the next available flight. Due to the large number of customers in your booking it was not possible to offer an earlier flight. 
  Once again, Im sorry you had this experience on your trip. 
  
  I look forward to hearing from you soon. 
  
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is*********

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

  Dear ****************
  

  
  An update from British Airways
  Thank you for sending me your bank details.
  I've arranged a bank transfer for $71.25 to be sent to your ***************** ***** bank account using the details you provided. The payment should show in your account in ***** working days.
  Once again, 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:********

• Initial Complaint

  Date:07/17/2023

  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.

  Hello My name is ********************************** My Husband ( *********************) and I decided to visit my family to ***** , we traveled with British Airways . purchases two round ticket for over $3.600 , our trip was not an happy trip both way, 1 way double ****** we where sit upper level all the cabin where full we have no space to accommodate our carryon luggage with special expensive gifts inside we have to put at beginning of the plane all unattended! time of the breakfast was brutal the female flight attendant was rude they serve me a breakfast with no coffee as I requested, the breakfast was not edible was a croissant overcooked half of it was stick to the wrapping foil , when I complain to her she reply what do you expect it is American food!! I told her you over cooked! she start to provoking me and talking me back , I asked her to stop I told her I am southern ******* with hot temper and my patient with her was over, she reply to me she was British and did not give a damn! we finally arrive at airport Hearthrow , according to the ticket we had 3 hours hand half to the connection to ***** , I never had a change to sit to have a lunch at a famous restaurant like they mentioned in ad , we start to go the the next gate took the train the train stop quickly there was a FIRE in the tunnel , we evacuate and walk for over two hours up and down just like a cow on slather lane we arrive at gate tired hungry and thirsty just 10 minutes before departure almost loosing the connection to Napoli , on way back to ****** , the plane was extremely dirty my little monitor TV was not working could not see any film not even the plane route the food was served was again over cooked not edible! I did not received what I paid for this is why I am making this complaint I am asking a refund I wrote them references number ******** refund was denied they offered me $50 voucher to fly with them again? I declined , I am asking $600 refund more will be better kind Regards Thank you **** and *****************

  Business Response

  Date: 08/02/2023

  The following email was sent to *************** on 01Aug23:

  Dear ******************** ****
  
  Thank you for contacting the Better Business Bureau.  A copy of your correspondence has been sent to Customer Relations and we have been asked to respond to you directly. 
  
  I am very sorry that your travel experience with us going to Naples this past June and July was not what you and your husband thought it would be.  You mentioned you were not happy with breakfast offered, our hostess who was attending your cabin, the appearance of the aircraft and that your inflight entertainment system was not working correctly. 
  
  Please accept my apologies that your croissant was overcooked and you were not offered any coffee.  I know how important the meal service is and for the equipment to work at your seat.  You can be sure your comments have been passed on to the cabin service director of your flight from ****** and other appropriate departments.  
  
  You also mentioned that there was a fire in the tunnel and passengers on board your train had to walk to their terminal for their connecting flight.  I can only imagine how tiring this must have been for you both, however please understand that the fire was not within our control or the airport authorities in ****************, and not at all what anyone could have anticipated to happen.    
  
  While I can appreciate your reasons for asking for $600 cash, I am sorry but I cannot comply with this request nor can I credit your credit card used to purchase your tickets because your tickets have been used completely for travel and have no residual value.
  I see you have been in touch with before about this and my colleague responded and offered you a $50 eVoucher which you do not want. 
  
  I have canceled the existing $50 eVoucher and arranged an new eVoucher for you in the amount of $200 ($100 per passenger) which cannot be increased.  Below are the details for your eVoucher.  
  
  I've included your eVoucher details below with a link to some helpful information about how you can use it:
  
  
  ******** ******* **************
  ***** ************
  ****** ******
  ******* ***********
  
  
  If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to:
  
  ************************************************************************
  
  Thank you for getting in touch and for giving me the opportunity to respond further.  We hope this experience will not deter you and your husband from traveling with us again in the future.  
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer Answer

  Date: 08/02/2023

  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 declined the offer, I am not planing to fly with ******* airlines any time soon I prefer the ****** on my credit card , I also informed my bank too for a full amount of the trip. 

   

   

   

   

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

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

• Initial Complaint

  Date:07/17/2023

  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 was on Flight BA0547 to ****** from **** on 06/12/23. It was originally scheduled to depart at 15:05 and arrive at 16:45, however we were notified that it was delayed to 16:35. The plane actually departed at 17:30 and we arrived at the gate in ****** at 20:20. Our connection from ******** to JFK was BA0183 on 06/12/23 at 19:05. Even though this flight was also delayed by more than a hour, we failed to catch it because our flight from **** was delayed by more than 3 1/2 hours. Due to the missed connection, we were directed to stand in a queue which we did from about 20:45 to 22:30. During this time period, we received little to no information about rescheduling flights. We were encouraged to check the BA app to check more information about the rescheduled flights but the app was not working and did not have the capacity to handle the increased traffic. Around 22:30, the counter closed with no warning and no one was available to help the remaining people still in queue which was completely unprofessional. We were given informational booklets and told that BA could not provide us hotels or transportation for overnight stays as the nearby hotels were already full and that we would have to submit a claim for reimbursement. Upon arrival in ********, our two checked in baggage with all of our clothing and toiletries did not arrive until 1-2 days later. We have filed a claim for the overnight expenditure totaling ****** British pounds and delayed baggage totaling ****** US dollars but have not heard back despite speaking to a BA representative several times. Until now, we have no word on when the claim will be processed. The issue numbers are the following: ******** (overnight stay) and ******** (baggage)BA Flight Confirmation Number: ******

  Business Response

  Date: 08/02/2023

  The following emails were sent to ****************** on 24Jul23 & 25Jul23:

  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 ****. 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 from **** was delayed due to adverse weather conditions, namely thunderstorms at *************** which resulted in Air Traffic Control restrictions. Although this delay was out of our control, we should still look to provide as much assistance as possible throughout your journey, and it's disappointing to note that wasn't the case in this instance.
  We're of course happy to reimburse the ****** ($309.00) expenses incurred for food, hotel, and transport due to your disrupted journey.
  We'll also reimburse the ****** ($329.00) expenses due to your delayed baggage.
  
  The best way to settle your claim is by bank transfer and it would be helpful if you could send me the following information:
  
  
  Bank name
  Branch name
  Bank country
  Routing number (9 digits - please provide the paper and electronic sort code)
  Account number (up to 17 characters)
  
  
  You can send us your information by clicking on the secure blue reply link below my name. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  We're always aiming to improve our service and feedback such as yours is invaluable as we do so. Please rest assured that by bringing this matter to our attention, your comments will be used by the relevant managers to remind our staff of their responsibilities to our passengers.
  
  Once again, please accept our apologies for your experience this time.
  Best regards
  
  ***********************
  British Airways Claims Investigations Specialist
  Your case reference is*********

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

  Dear *********************
  
  An update from British Airways
  Thank you for getting back in touch with us.
  I've raised bank transfers of $309.00 and $329.00 as stated in my previous email. 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 payment being processed.
  Thanks again for contacting us.
  Best regards
  
  ***********************
  British Airways Claims Investigations Specialist
  Your case reference is*********

  Customer Answer

  Date: 08/02/2023

  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. I received the payment already.
  
  Sincerely,
  
  ***************************