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Airlines

British Airways

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Complaints

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

Customer Complaints Summary

771 total complaints in the last 3 years.
268 complaints closed in the last 12 months.

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Submit a Complaint

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:07/17/2023
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.
To whom it may concern: I have included a description of my grievance with British Airways as an attachment. In short, I am due an additional refund as British Airways failed to credit the amount to my credit card that they stated to me in writing. I have attached that email. I also am due compensation for a delayed flight, per British Airways own website. I filed a claim for this, to which they have refused to respond, despite my spouse already receiving a response and compensation from them for his and my daughter's booking.I am asking BBB to assist in drawing British Airways attention to this error and getting two amounts paid to me 1) The additional refund I am owed per the British Airways correspondence, which is $1000.00 2) Compensation for my delayed flight per the statements on British Airways' website, which is 260.00.Thank you in advance for consideration and assistance in this matter.*****
Customer Answer
Date: 08/11/2023
At this time, I have been contacted directly by British Airways regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here] British Airways only provided a response on one part of my claim, which was the compensation for the flight which was delayed. They did not provide any response to the other issue. As stated in my initial complaint to BBB, I have an email, which I submitted to BBB in the original complaint, stating that the refund I am owed for a different cancelled flight is $1088.75. British Airways provided a refund of only $88.75, a screenshot of the credit card credit was submitted with the original complaint. Their customer relations repeatedly sent messages stating that they issued the refund but have failed to ever address that per their written correspondence, they still owe me $1000.

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business Response
Date: 08/15/2023
The following email was sent to ******************* on 15Aug23:
Dear **************
We have confirmed with our ****************** that the refund you received was correct based on the fare rules of the non refundable ticket you purchased.
As you received an incorrect quote Id like to offer you an eVoucher for $1,000.00, as a gesture of goodwill for the difference. There are full details about how to use this here.

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

We look forward to welcoming you on a British Airways flight soon.
Best regards

***************************
British Airways Customer Relations
Your case reference ***********
Customer Answer
Date: 08/16/2023
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:07/17/2023
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.
My family had flights on British Airways on June 3rd to fly from ******* to ***** for a cruise, we got notified 12 hours before the flight that it was canceled causing total panic. They offered us flights that would cause us to miss our cruise and we asked for a refund after being put on hold for 40 minutes by a rude customer service agent. We had to pay astronomical day of prices to book flights to get to our cruise in time.Then it happened again, 12 hours before our flight back home. Canceled again! Yet again, they couldn't offer us a flight to get us home in time for work, so we asked for a full refund. We were told we'd have the money back in 72 hours. Nope, after 4 days, we call customer service, and it is actually **** business day the next rep says. 10 business days go by and nothing. Call back to customer service, and it's actually **** business days and nothing. Call back again, the rep says "it's being investigated" and he will call us back in 5 days to personally update us. 5 days go by. No call. No refund. Wait another week, call and the rep says she will need to see what's going on and call us the next day. She does and leaves a voicemail that says it's being investigated and thanking us for our patience. We wait another week, no refund, we call and after waiting for 40 minutes again are told it is still under investigation. It's been 42 says since they canceled our first flight and 31 days since they canceled our second. We are not wealthy people, we saved up for this trip of a lifetime, we had booked business class, a year in advance in order to afford it and it all came crashing down. British Airways owes us over $13,000 for our flights and we cannot get through past that customer service barrier to anyone else in charge, to anyone with answers. It isn't bad enough that the cancelations caused so much distress, not holding onto our money for their wrongdoing is equally painful.
Business Response
Date: 08/02/2023
The following email was sent to ********************************* on 31Jul23:
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 that you haven't received your refund for your booking, MQBP8R. I can see that your flight from *******, and your flight from Naples were cancelled. I appreciate why you've made your own arrangements to travel as you were going on a cruise. We don't underestimate how difficult your experience has been, especially as you've spoken to us a number of times about your refund.
I've sent your details to our Refund team today and I've asked them to escalate the refund of your booking. Your refund will be processed back to your original form of payment.
We know how difficult a cancelled flight can be. I acknowledge you want us to pay you compensation for your cancelled flight to *************** on 03 June. We take all reasonable measures to avoid cancelling a flight and well always consider if there are any alternative solutions available before we make a decision.
Ive checked the details of your journey and Im pleased to advise youre entitled to compensation for the cancellation of your flight, BA0288, on 03 June 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 ****** each in compensation.

The total amount of compensation youre due is ******** as there are four passengers 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.
I note that you incurred additional expenses due to the cancellation. Your train costs, your hotel in Naples and your alternative flights. However, we're unable to assist you with the cost of those expenses. Depending on your travel insurance, you may be able to make a claim through your travel insurance policy provider. If you need any further information to assist with your claim, please let me know by using the secure blue link below. I'll then do my best to provide you with the information.
Were sorry it was necessary to cancel your flight from Naples on 13 June. I've looked into the details of your cancelled flight. Your claim for ** compensation has been refused because BA0427 on 13 June 2023 was cancelled due to adverse weather and thunderstorms at ***************. Due to this Air Traffic Control imposed restrictions which meant we had to cancel a number of our flights on 13 June. As this was outside of our control, we're not liable to pay you compensation.
We know that you expect a much better service from us. Our Management team have received a copy of your feedback. This will help us to improve our service.
Once again, we're sorry for your experience this time. We are well aware that you have options when it comes to booking your flights. We hope that you will continue to choose us. We hope to welcome you on board again soon.

Best regards

*****
British Airways Claims Investigation Specialist
Your case reference is*********
Customer Answer
Date: 08/03/2023
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:

While we have received the European compensation fee today, 8.3.23, we have still yet to be reimbursed for the canceled flights themselves, which is 5 TIMES the amount of that compensation fee. That large sum of money to be refunded is our primary concern since the flights were canceled by the airline on 6.3.23 (two months ago) and 6.13.23 (7 weeks ago). This will not be resolved until we are refunded for our canceled flights and it is disappointing that we have contacted British airways directly 6-7 times and get nowhere until the BBB got involved, but I'm thankful they did in order to help us get a response, now we need our full refund.

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

Sincerely,

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

Business Response
Date: 08/10/2023
The following email was sent to ********************************* on 09Aug23:
Dear ****************

Your feedback to British Airways
I'm sorry for the time taken to process your refund. I appreciate how frustrating this is for you and understand why you've got back in touch with us about this.
I've contacted our Refunds team today for an update. I hope to have a response for you soon.
Once again, we're sorry for the time taken to resolve this for you. Please be assured that we're working as quickly as possible to process your refund.
Best regards

*****
British Airways Claims Investigation Specialist
Your case reference is*********
Customer Answer
Date: 08/27/2023
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:07/14/2023
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.
Date: July 9, 2023 Flight number: ****** Itinerary # ************** During my stay in Ibiza my passport was stolen. I reported it to the police department in which told me that I would be ok getting on my British Airways flight with my police report considering my flight was leaving very soon. I arrived to the gate on time to board my flight and the gate agent did not allow me to board with the police report. I asked what I needed to do next and she told me I needed to get on a flight to Barcelona and head to the consulate to get a new passport. I asked about my flight and she disregarded my question and ignored me. She wasn't helpful nor gave me any information about what to do next in changing my flight. When I called British Airways to change my flight the agent on the phone told me that the gate agent reported me as a "no show." Placing me as a "no show" cancelled my ability to change or rebook my flight. I spent countless hours trying to get assistance in changing the horrible choice the gate agent did to my booking. I pleaded with British Airways explaining that I was at the airport and I did try to get assistance to change my flight but I was continuously ignored by the airport gate agent. This then caused a spiral affect of back and forth between the airline and the booking agent leaving me stranded at the airport with an inability to change my flight and have to spend money on a new flight because the gate agent disregarded me and placed me as a no show for my flight when I was physically there at the gate trying to board. I felt profiled and discriminated against because I was a ***** man and we had a language barrier. My pleading fell on deaf ears. I spent hours on the phone asking to remove the no show so I would be able to receive the credit to change my flight. The operator on the phone was just as unpleasant. They continuously told me no although I was there at the gate ready to head back to the US. I had to book a new hotel stay and new flight home.
Business Response
Date: 08/02/2023
The following email was sent to ********************** on 21Jul23:
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.
I'm sorry you were unable to travel as planned and that our staff weren't as professional as we'd expect them to be. I understand why you needed to bring this to our attention. Please also accept my apologies for the delay in getting back to you.
We want your journey to be as smooth as possible. However, it's clear this wasn't the case for you. I don't underestimate the inconvenience and expense caused when your passport was stolen in Ibiza, especially as you'd been told you could travel with a police report.
I've looked at your reservation and I can see you contacted us by telephone on 10 July, which was after your flight had departed. As advised at the time, we were unable to make any changes to your booking. This is because you'd been recorded as a no-show for your flight.
However, you've told me you were at the airport on 09 July and spoke to a member of staff about your booking. Please can you provide me with any documentation, perhaps a taxi receipt or something that show you were at the airport on the day of your original flight.
If you have any kind of documentation you can send me, please click here to upload it.
We're grateful for any feedback we receive, so thanks for taking the time to let us know what happened. I want to assure you that we've taken this matter seriously and your comments about the service you received at the airport and over the telephone have already been shared with the relevant teams.
Once again, I'm sorry for your experience on this occasion.
Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:********
Customer Answer
Date: 08/07/2023
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]
The matter is still on going it is not resolved they asked me to submit some additional receipts and I did that I am waiting on their reply.

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

Sincerely,

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

Business Response
Date: 08/15/2023
The following email was sent to ********************** on 14Aug23:
Dear *************************

An update from British Airways
Thanks for your most recent email regarding your missed flight from Ibiza.
As you're aware, we were unable to accept you for travel as you didn't have the required documentation. Because your booking wasn't changed before check in for the flight closed, we were unable to amend your date of travel and you were recorded as a no-show. This meant you were only entitled to a fare rule refund of your unused flights, which would need to be requested through your travel agent.
While I'm unable to arrange a cash refund for your unused tickets, I don't underestimate the difficulties you experienced when your passport was lost. As a goodwill gesture, I can offer you an eVoucher for $845.92. Alternatively, you can request a fare rule refund from your travel agent.
Your fare and some of the taxes and fees you paid are not refundable, the total refundable amount would be approximately $80.00 less any service fee charged by your travel agent. Please let me know if you'd like me to issue the eVoucher, or if you want to arrange the applicable cash refund through your agent. You can contact me directly by using the link below my name.
Thanks again for taking the time to get in touch.
Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:********
Customer Answer
Date: 08/24/2023
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 didn't get exactly what I wanted but I feel like a good middle ground was met.

Sincerely,

*****************************
Initial Complaint
Date:07/12/2023
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 booked a flight from *******, *** to *********, ***** on October 15th, 2020 to travel on January 17th, 2021 and return on Feb 12th, 2021. Due to the omicron variant of the coronavirus spreading fast in *******, my flight through the country was cancelled. The journey had 2 stops - ******* and ****** before flying to ********* in my onward journey. Due to the implications of the coronavirus variant, my flight from ******, ************** to *********, ***** had been cancelled. This would mean that I could travel to ******, but not pass through there due to the quarantine rules of the destination as passengers from ****** were not allowed to fly to other countries. Since traveling to ****** would mean getting indefinitely stuck in a foreign country despite the airline policy not having been updated to reflect this yet, I was given 2 options, either travel or cancel the flight for an e-voucher. It has been falsely mentioned in the email that British airways had agency to arrange for cash refunds at the time as no such option was given to me. Moreover, their website clearly mentions they had no agency to provide refunds at the time due to a large amount of cancellations directly contradicting the correspondence sent to me by customer service. Hence, I opted for the e-voucher. As the prices for traveling in British Airways is not affordable for me right now, as I am an international graduate student, I have explained my request to get a cash refund. All of my requests have been rejected and this has been a difficult experience for me and I need help to resolve this issue.
Business Response
Date: 07/31/2023
The following email was sent to *********************************************** on 18Jul23:
Dear ***************************

Your feedback to 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 you weren't able to take your flights with us due to the Covid-19 pandemic.
We understand that financial situations can change and you may not be able to use your voucher at this time. As such, I've contacted our Refunds team to have your voucher refunded. This will be processed back to your original form of payment as soon as possible.
Thanks again for getting in touch.
Best regards

***********************
British Airways Claims Investigations Specialist
Your case reference is:********
Initial Complaint
Date:07/11/2023
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 a trip to ***** to start a Viking River Cruise starting 6/16/2023, we were booked on ***** ***/*** via Viking Air and had used $800 account credit to have that flight with connection to ***** to *****. Two weeks before departure BA cancelled ***** and we were issued a new itinerary with an absolutely ludicrous routing via *****, **- ***/***/***/BSL!!!! This added >8 hours travel time and we were offered no refund for the $800 we had paid for the more direct route. Then it gets much worse! On check-in on 6/16 at **** a.m. for ****** ********* we found that ***** ********* was ALREADY delayed 2hours for 'technical reasons'. This meant we would miss our connection to ***** (***/BSL) at **** a.m. on 6/17. We were rebooked on ***** at **** P.M. !! i.e. 12-hour layover at ***!!. More importantly it meant we would miss the Viking ship departure from *****. Even ***** was also about 45 minutes late and when we finally arrived in ***** after ***** p.m. our luggage was not there! (BA had put us on standby for the later flight despite the flight being only ~80% capacity). After filing our lost baggage report at around midnight, we had to find a Hotel as Viking could not transport us downriver to meet the ship until the following morning at **** a.m. We would like British Airways to refund us for a). the $800 extra we paid for the ***/*** flight, b). ***** Hotel cost $398, c). Taxi fare to hotel $55, d) one day of vacation which we lost at $1428/day, e). Lunch at *** $55 and f) compensation under EU261 for the incredibly onerous journey to which British Airways subjected two seniors in their 70s. British Airways managed, on just one flight itinerary, to cancel a direct flight, add 8 hours unnecessary travel time, delay a connection by 2 hours, miss a connection in *** and cause a 12 hour layover, delay the substitute connection and lose baggage on the final leg. Stellar incompetence! We filed a complaint with BA on 6/24 and have heard nothing as of 7/10/23.
Business Response
Date: 07/31/2023
The following emails were sent to ****************************** on 19Jul23, 21Jul23, 25Jul23 & 27Jul23:
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 original direct flight to ****** was cancelled and replaced by a flight to ***** and then on to ***************. I'm afraid we would not offer a refund for the change as it was made more than 14 days before travel, and the alternative flights were accepted.
However, I have checked your booking and I can see you are both due ** compensation due to the delay of the ******. The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with ** legislation. This means youre *********** ****** each in compensation.
In addition, I will arrange to reimburse you for the cost of your hotel, lunch and taxi fare which comes to a total of $470.31. 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)
Please also let me know if you had to purchase any essential items while waiting for your bags to be delivered. I may be able to contribute towards your costs.

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 would not reimburse the cost of your lost day cruising. If you have travel insurance you may be able to make a claim from your insurance provider.
I look forward to hearing from you soon and hope you enjoyed the rest of your time on board.

Best regards

*********************
British Airways Claims Investigation Specialist
Your case reference is:********
==================================
Dear ***************

An update from British Airways
Thank you for getting back in touch with us to ask if we would reconsider your request for a refund of the $800.00 you paid, in the hopes of avoiding a trip involving three flights.
While I understand your reasons for asking, this is not something I can offer. I'm afraid as you accepted the alternative flights to your destination no refund would be due. A refund would have been due if the flights had been cancelled and you didn't accept an alternative flight.
I'm glad you managed to make it to your cruise and look forward to receiving your bank details so I can arrange payment of your ** compensation and expenses.
Kind 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'm happy to arrange payment to your ******* account using the details you have provided.
However, to do this I will need your ** address as this is required to arrange the payment.
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 getting back in touch with me with your ** bank details.
As previously explained we need a ** address to go along with the bank details in order to process your payment. The reason for this is to prevent money laundering. Can you provide the address you lived at when you opened the account if you lived here at that time.
Alternatively, if you provide details for your bank in the US, I can transfer the payment there.
Bank name
Branch name
Bank country
Routing number (9 digits - please provide the paper and electronic sort code)
Account number (up to 17 characters)
I look forward to hearing from you soon.
Best regards

*********************
British Airways Claims Investigation Specialist
Your case reference is*********
Customer Answer
Date: 08/01/2023
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 supplied my Bank information to allow the transfer of the funds BA offered in their initial response for the ** compensation plus hotel, lunch and taxi expenses that we incurred as a result of the awful delay, but as of yesterday, I received an email indicating that they have only initiated the transfer of the ** compensation funds, but not the $470+ expenses that they initially agreed to.
I am also still not happy that they flatly refuse to reimburse the $800 extra that we paid specifically to avoid a 3 leg flight only to have them cancel the direct ***/*** flight segment and substitute it with a ludicrous 3-leg ***/MIA/*** ************* Their rationale is that we "accepted" their substitute itinerary, which we did, but only because we had absolutely no alternative because if we did not accepted it we would have had to cancel the river cruise we were travelling to and lose over $10K!!! ]

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

Sincerely,

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

Business Response
Date: 09/13/2023
The following email was sent to ****************************** on 01Sep23:
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 hear you remain unhappy with the way we have dealt with your request for a refund. I understand you would like us to refund the $800.00 you paid to your travel agent, when you made your booking as you had hoped to travel directly from ************ to *************** rather than via *****.
Unfortunately as your flight from ************ was cancelled, you were rebooked to travel from ************ to ***** then *************** as this was the best alternative route available at the time.
As your travel agent was aware of you taking a cruise when you arrived, they were doing their best to get you to your destination as quickly as possible. I'm afraid your travel agent would not offer a refund under these circumstances as you reached your final destination.
Once again, please accept my apologies for your experience. I'm afraid our answer will not change.
We look forward to welcoming you both on board again soon.
Best regards

*********************
British Airways Claims Investigation Specialist
Your case reference is*********
Customer Answer
Date: 10/29/2023
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:

BA has flatly refused several requests to refund an $800 premium that we paid to Viking specifically to avoid the ridiculous type of itinerary that BA subjected us to purely for their own commercial reasons after cancelling the ***/*** flight for which we had paid the premium. I think their attitude is disgraceful, grossly unfair and would advise anyone thinking of flying with BA to seriously consider a competing airline that might treat them with the respect and dignity they deserve rather than BAs cavalier disregard for their passengers.

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

Sincerely,

***********************
Initial Complaint
Date:07/10/2023
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 took a trip to Europe, and British Airlines lost my luggage before I got to my final destination. I called them over and over again to try to get it to me for my trip, but they were not successful in retrieving it. My luggage was sent home to my house a day after I got home from my trip. I had to purchase $1275.00 worth of clothes, toiletries, suitcase, and shoes. I was told that they would reimburse me for these items. I sent the e-mail response from BA to me in this complaint. I have thus far not received a cent from them, and every time I call them, I do not get a response back.PLEASE HELP ME.
Business Response
Date: 07/31/2023
The following emails were sent to ******************** on 18Jul23, 19Jul23 & 31Jul23:
Dear ******

An apology from British Airways
Thanks for contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations and we've been asked to respond to you directly.
I'm sorry you bag was delayed when you travelled, especially as you didn't get in back until after you arrived home. This isn't the service you expect when you travel with us, and I understand why you needed to get in touch. Please also accept my apologies for the delay in getting back to you.
I've reviewed your claim and I can see we arranged a payment to your ***** Fargo account for $1,275.00 on 21 November 2022. As you've told us you haven't received the funds, it's clear something has gone wrong.
The next step will be to pass your details onto our Payments team for further investigation. However, before I can do that, please can you reconfirm your bank details. This is to ensure there were no errors with the details previously provided.
Please reconfirm the following:

Bank name
Branch name
Bank country
Routing number (9 digits - ACH 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, I'm sorry for the delay in getting the funds to you on this occasion.
Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:********
=================================
Dear ******

An update from British Airways
Thanks for getting back to me and for reconfirming your bank details.
The details you've provided are the same as those used to arrange your transfer. I've passed this information onto our Payments team and asked them to investigate the matter further. They'll contact your bank to see if the payment was rejected.
I'll be in touch again once I've received an update.
Thanks again for getting back to me.

Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:********
=========================================
Dear ******

An update from British Airways
Thanks for your most recent email to the Better Business Bureau. Your correspondence has been passed to Customer Relations and we've been asked to respond to you directly.
As previously advised, I've spoken to our Payments team and advised them that you didn't receive the payment we arranged for you on 21 November 2022. They carried out further investigations and have confirmed that the payment was successful and wasn't rejected by your bank.
Please provided your bank with the following information, which confirms the transaction was successful and the funds were accepted:
**** ***** ***** ***** **** **
**** ***** ******* ************
**** **** *********
********* ***** ***********
******* ************
***** ******* ***************
******** *** ** **********
Thanks for your patience while we looked into this matter.

Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:********
Initial Complaint
Date:07/10/2023
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.
Booked a flight on British Airways for May 17, 2023 from ******, ** to ******, *******. On May 16, 24 hours prior my flight was cancelled and rescheduled on May 18 from *********** in ***. That flight was inconvenient and I spoke to several associates from British Airways to try to find another flight that was convenient. No reason was given for the cancellation and the airport was in a different state! I live in ************ so ******** is too far. The flight was $611, I received a refund for $194 for taxes only. I'd like the remaining $417 refunded to me since I lost additional money from excursions and phone calls that will not be reimbursed.
Business Response
Date: 07/31/2023
The following emails were sent to **************** on 18Jul23, 19Jul23 & 27Jul23:
Dear *****

An update 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.

Were sorry it was necessary to cancel your flight to *************** on 17 May 2023 and understand why you needed to get in contact about this. We take all reasonable measures to avoid cancelling 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.

I've checked your booking and I can see your flight from ****** was cancelled on 16 May. We offered you an alternative flight from ************************* Intl on 18 May departing at 07:55. You contacted us and advised this flight wouldn't be suitable and accepted an alternative flight departing at 19:35. The changes were agreed, and your ticket was reissued.
You then contacted us again and told us you wanted to cancel your booking. As this was considered a voluntary cancellation, you received a fare rule refund.
When a flight is cancelled, we'll do our best to find you an alternative that meets your needs. Where this isn't possible, we'll provide you with a full refund. As you agreed to the alternative flight, any further changes, or cancellations by you are considered voluntary and the fare rules of your ticket would apply.
As the refund you received was correct, I'm unable to meet your request for a full refund on this occasion. I know this isn't the outcome you were hoping for and I'm sorry for any disappointment caused.

Ive checked the details of your journey and Im pleased to advise youre entitled to compensation for the cancellation of your flight, BA0188, on 17 May.

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 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 - ACH 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 grateful for any feedback we receive, so thanks for taking the time to let us know about your experience. Your comments have been shared with the relevant teams, who'll use them to guide us in improving our service.
Once again, I'm sorry it was necessary to cancel your flight and for any inconvenience caused.

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 compensation payment.
As requested, I've arranged a cheque payment to be sent to the address you've provided. Please allow approximately 21 days for the cheque to arrive.
Thanks again for getting back to me.
Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:********
=========================================================
Dear *****

An update from British Airways

Thank you for your most recent email to the Better Business Bureau. Your correspondence has been sent to Customer Relations and we've been asked to respond to you directly.

Just as a reminder of our conversations, we've advised you that we're unable to meet your request for a full refund of your booking. This is because, although your original flight was cancelled, you accepted an alternative flight from ********. Once this change was agreed, any further changes or cancellations would be as per the Terms and Conditions of your tickets. On this occasion, the tickets you purchased were non-refundable, therefore, you correctly received a fare rule refund for $194.05.
As previously advised, you're entitled to compensation for your cancelled flight. As requested, we've sent you a cheque for $680.33. This should be with you in approximately 21 days.
We do understand how strongly you feel about this. When a customer has any kind of concern, we share the feedback through the organisation, and use your comments to guide us in future discussions about our policies.
Thank you for getting in touch with us about this. We do appreciate that you have a choice of airline, and hope youll choose us again in the future.

Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:********
Initial Complaint
Date:07/07/2023
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 two tickets to ********* from *******. I was supposed to leave with my mom on 28 May. She got incredibly ill and we decided to postpone the trip, so I moved the trip to the end of June and paid the fees for changing the flight. My mom continued to experience health issues and, two days before we were supposed to leave, on the 28 June, I canceled the flights online. Nowhere in the cancelation process did it say that the tickets I had purchased were non-refundable. In fact, when you are taken through the website, it practically convinces you that you will get a refund when canceling online. I canceled and clicked the button for a refund and, two weeks later, received a refund for *****, the taxes from a flight that cost over **** dollars. What infuriates me is how rude customer service was when I called about this and how dismissive BA was when I filed a claim. They just keep telling me I purchased a non-refundable ticket but what happens if there is an emergency? Why is their website so terrible and why dont they clearly state that, even though you are requesting a refund, you wont get the majority of your money back? Im disgusted. I have never experienced this with an airline and certainly not with British Airways, which I have flown as a loyal customer for over 20 years. This is a huge financial loss for me. I didnt even expect a refund in the first place but would have liked credit for a future flight. I have seen that others have experienced this issue and saw someone else write to the ***** of London about it. Yet, BA has made me feel that this was my error entirely when clearly other people are led in this direction.
Business Response
Date: 07/31/2023
The following emails were sent to ********************** on 18Jul23 & 27Jul23:
Dear ***************

Your feedback to British Airways.
Thanks for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to respond to you directly.

Were sorry you didn't receive the refund you were expecting when you cancelled your booking. Wed also like to thank you for your patience while we got back to you about this.

I understand why you were unhappy with the refund you received. However, like all airlines, we do have policies to guide us in our decisions, as this helps us to be more consistent. It also helps us to be clearer about what you can expect of us, while still being fair to each individual customer.
When you made your reservation on ba.com, you agreed to the Terms and Conditions of your ticket before you completed payment. This included the restriction that should you voluntarily cancel your booking, the fare and some fees and taxes were not refundable.

To stay consistent with our policy, were still unable to offer you a refund. I know this isnt what you were hoping and Im sorry we couldnt be more help this time.
I understand you were unable to travel due to illness, which must have been disappointing. While I can't offer you the refund you've requested, I'd like to offer you an eVoucher for $500.00. I know this is less than what you've lost but I hope it goes some towards the cost of a new trip.
There are full details about how to use this here.

eVoucher number: **************
Name: ******
Value: $500.00
Expires: 15 July 2024
We always use customer feedback to help us shape or review our policies. Feedback helps us to understand what works best for our customers, and balance that with what we need to do to keep our business running well. Ive already shared your comments with my colleagues in the relevant team, and well use them to guide us as we improve our service.

Once again, please accept our apologies for your experience on this occasion.

Best regards

******
British Airways Claims Investigation Specialist
Your case reference is*********
======================================================
Dear ***************

An update from British Airways

Thank you for coming back to us about your refund request.

Just as a reminder of our conversations, we've advised you that we're unable to arrange a full refund of the booking you cancelled on ba.com. This is because the Terms and Conditions of your tickets are non-refundable, which you agreed to at the time of purchase. As a goodwill gesture, we've offered you an eVoucher for $500.00. I've cancelled your eVoucher and arranged a new one for $1,000.00. I hope this goes some way to make up for your experience.
There are full details about how to use this here.

eVoucher number: **************
Name: ******
Value: $1,000.00
Expires: 27 July 2024
We always use customer feedback

We do understand how strongly you feel about this, especially as you feel the Terms and Conditions were not clear when you cancelled your booking. When a customer has any kind of concern, we share the feedback through the organisation, and focus on what we can do to avoid the issue happening in the future.

Thank you for getting in touch with us about this. We do appreciate that you have a choice of airline, and hope youll choose us again in the future.

Best regards

******
British Airways Claims Investigation Specialist
Your case reference is*********
Initial Complaint
Date:07/06/2023
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.
Hello,I was on my British airways flights last week with booking ****** from *** with a connecting flight at *** to *********** as my final destination. Upon my arrival, I waited for one hour and half for my baggage and there was one missing. Accordingly, I filed a report at the airport with case number ********** and I was promised to receive my bag within maximum 48 hours. It is been a week and whenever I follow up online or with the airport, they tell me that they are still looking for the baggage and it is not even know where it is. So, I didnt hear from anybody, and the issue is totally neglected, and the last update was 5 days ago and it was that they are still looking for the bag and it was never updated again. I had a business class ticket and yet I am experiencing the worst flight and worst customer service I have ever had. I need my bag as fast as possible and I need to feel that my case is receiving any kind of attention, because what I see is that the case is not taking even the bare minimum of attention. Thanks,
Customer Answer
Date: 07/31/2023
At this time, I have been contacted directly by British Airways regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
The complaint is partially resolved as they offered a compensation yet this compensation is not satisfying to me and didnt compensate me for the business class experience that I didnt have a chance to enjoy it fully due to the trouble caused for more than 10 days after the flight.

In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************************
Initial Complaint
Date:07/06/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had round trip traveling from ********* ** to ******** ****** 06/01/23 to 06/30/23 fight number ****** , when time came to go back the have cancelled my flight the night before and didnt give me any reason accept what they said personal reason and they couldnt find any other flights can take me back i purchased a new tickets through ******* airlines cost ******************************************************************* to contact Justfly ****************, and again Justfly said i need to contact British Airways directly and i have been contacting both and no luck to get my money back.
Business Response
Date: 07/31/2023
The following email was sent to ************************* on 20Jul23:
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 sorry that our flight ****** was cancelled for 30 June. I can certainly understand how upsetting this must have been for you and your family. I have reviewed your travel record ****** and see that you called our contact center on 29 June and you were offered alternate flights through ******* for travel on 02 July, you declined and unfortunately there were no other options we could offer so you purchased new one way tickets on ******* Airlines, which we cannot reimburse you for.

Also because you did not cancel before the departure of your flight from ******** ****** for 30 June you and your family were listed as no-shows. Unfortunately once that no show entry appears you can no longer be rebooked on the same travel record and this action can cause an issue in processing any refund(s) correctly.

I have sent your British Airways ticketing details over to our Refunds team for their review and they have processed a refund against the ticket numbers in booking ****** for the unused return coupons. A total amount of $2,933.08 has been refunded back to a **** card ending in ***** Please allow up to one full billing cycle for the credit(s) to post.

Thank you for getting in touch and for giving me the opportunity to respond. We hope to welcome you and your family on board one of our flights again soon.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********

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