Business Profile

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:06/29/2023
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.
Re: ****** MAY 27,2023 I am writing to express my profound dissatisfaction with the service I received during my recent departure trip from *************************************************************** to Europe on British Airways flight number ****** MAY 27,2023 The series of inconveniences and miscommunications that transpired have left me deeply disappointed and frustrated with the airline.Firstly, I attempted to check in online for my flight, but encountered a glitch in your system that prevented me from doing so. I contacted your representatives for assistance, but they were unable to resolve the issue, leading to unnecessary delays and confusion. Upon arriving at the *********** four hours early I was repeatedly shuttled back and forth between British Airways and Aer Lingus counters, with both airlines claiming to have no record of my flight. This back-and-forth continued for several hours, causing significant stress and anxiety. It is baffling that it took six different agents to finally locate my flight, only to discover that it had been cancelled. I was never informed about this cancellation, and the lack of communication is deeply concerning. It was equally or more concerning that 4-5 reps did not have an answer and were not very helpful in resolving matters.Eventually, a manager was able to intervene and arrange an alternative flight for me. However, this resulted in an excessively long layover, significantly impacting both my mental state and my finances on the rest of my trip including missed planned activities.Considering the extent of the inconvenience and the impact it had on my overall travel experience, I am requesting a full refund or credit for the amount spent on the leg of my journey that was disrupted. I understand that issues can arise, but the mishandling of this situation, and the lack of timely information is unacceptable. I filled out your customer service form, but I am escalating this matter as I believe it deserves further attention.
Business Response
Date: 07/12/2023
The following email was sent to ********************** on 12Jul23:
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 to hear of the difficulties you encountered at *********** when checking in for your flight to **********. I have reviewed your travel record ****** which I see was booked and ticketed through a travel agent.  Both flights on this booking although showing British Airways code share flight numbers were actually operated by Aer Lingus ******** to ********** for 27 May 2023, their flight EI44 and American Airlines on the return from **** to ********, their flight AA235 on 10 June.

There were a couple of schedule changes to these flights and notification was sent by the respective carriers to your agent. It is the travel agents responsibility to make any corrections needed and reissue or revalidate your tickets.  It appears this was not done after the last schedule change in April regarding your American Airlines flight from **** and so the flights were cancelled out automatically because no ticket numbers were entered into your booking.

While I understand how upsetting and frustrating it must have been for you when you arrived at the airport on 27 May, it appears to me that our agents did all possible to get you rebooked so that you could travel out the same day as originally planned.

Your request for a refund is denied because you did travel. If you have any additional questions please contact your travel agent.

Thank you for getting in touch and for giving me the opportunity to respond. We hope to welcome you on board a British Airways flight again soon.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Initial Complaint
Date:06/28/2023
Type:Service or Repair 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 lost my daughters passport on British Airlines flight BA191 from ****** to ****** on 6/17/23. They left a voice mail, later that evening starting that it was found and to call back at ************. Since then we have left numerous messages to that number which have not been returned. We have tried to reach them on social media and other phone numbers and in the event that someone answers we are redirected back to the above mentioned number which goes unanswered.
Business Response
Date: 07/12/2023
The following email was sent to ************** on 12Jul23:
Dear ***

An update 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 to hear you left your daughters passport on flight BA0191 to ******. I don't underestimate the concern it caused, and I understand why you needed to get in touch about this. Please accept my apologies for the delay in getting back to you.
Any items found on the aircraft once our customers have left are taken to the arrival airports lost property.
I'm pleased the passport was found and taken to lost property in ******. While I hope this matter has now been resolved, I've included contact details for lost property should you need them.
**************************************** ********************
Thanks again for getting in touch.

Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:********
Customer Answer
Date: 07/12/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, while unsatisfactory to me, is no longer an issue and I have found another to resolve this matter.

Sincerely,

***********************
Initial Complaint
Date:06/27/2023
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.
In January 2023, my wife and I booked a business class ticket to *****. Onward flight was incident free and good. However on our return trip on February 3rd, we ran into issues with British Airways. On the leg from ******** to *****, they mysteriously switched ** from BA to ********, unknown us. We found out about it at the gate for outbound ***** flight. The bags were all checked through from ********* to ***** through British Airways with the segment from ***** to ***** by American Airlines. Since we were inconveniently switched, now through ***, the segment between ** and ***** was through ******** and in economy. We had paid for business class even for the domestic segments. Although surprisingly the checked bags made it to ********, it did not get on Jet Blue and it took me over 3 days to finally have someone track the bags and bring it over. That's the background.I lodged a complaint with the BA customer care portal within a few days upon my return requesting just the difference between economy and business class on the segment between ** and *****. Case # is ********. They got back to me on 3/23/2023, indicating that the payment would be processed within 28 days and the credit card I used would be credited. Didn't hear from them, so followed up again in May and once got a reply back that the payment was being escalated. So far I have neither heard from them nor have I received the promised payment. For all the pain and suffering they put us through by switching the flights and baggage delays, I haven't pressed for compensation. All I wanted for them is to pay the difference for the charges between ** and *****. I'm sure that's the least one can ask for and they are trying to ***** me over. Thanks,****
Business Response
Date: 07/12/2023
The following email was sent to ******************* on 10Jul23:
Dear *******************

An apology from British Airways
Thank you for taking the time to contact the Better Business Bureau. Your correspondence has been passed to Customer Relations and we have been asked to respond to you directly.
I'm sorry you're still waiting for a response to your refund request for your flight to ***** with JetBlue Airways, especially as you were originally meant to travel with our oneworld partner American Airlines. It looks as though your American Airlines flight was cancelled, which is why you were rebooked. This isn't the service you expect and it's clear we've let you down.
I've looked at your booking and I can see we've asked about a partial refund. Unfortunately, this is taking longer than we'd like. I've called our Refunds team today and asked them to calculate any refund that *** be due as soon as possible.
I want to assure you your request has been escalated and I'll contact you again as soon as I receive a response. As we'll need to contact JetBlue, before any refund can be calculated, it *** take approximately 28 days to get back to you.
We value your loyalty as members of our *************** and know this experience did not meet our usual standards. Ive added ****** Avios toeach of your ************** accounts, and hope this goes some way towards making up for what happened.
Once again, I'm sorry for any inconvenience caused by the delay on this occasion.

Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:********
Customer Answer
Date: 07/12/2023
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 have seen this movie before, twice! They are now asking for another 28 days. I will consider this resolved upon receiving the refund for the **-***** segment for the two of ** (my wife and I).
I appreciate your help in trying to get this resolved for us.
Thank you,
Sincerely,

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

Business Response
Date: 07/17/2023
The following email was sent to ******************* on 13Jul23:
Dear *******************

An update from British Airways
Thanks for your most recent email.
I've passed your full booking details on to our Refunds team. Therefore, any applicable refund will be for both tickets. As promised, I'll be intouch again once I've received a response. If you haven't heard from me within 28 days, please respond to this email.
Thanks again for getting in touch and I'm sorry for the the time this is taking to resolve.
Best regards

******
British Airways Claims Investigation Specialist
Your case reference is:********
Customer Answer
Date: 07/25/2023
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 very much appreciate the efforts BBB put in to get a reasonable settlement.

Sincerely,

*************************
Initial Complaint
Date:06/27/2023
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.
June 4, 2023 British Airways Lost my luggage at *** flying from *** while on a business trip. I did not have my bag returned to me for more than 72 hours. I had to purchase new clothes on June 5, 2023 so that I can wear something and to clean my self. On June 8, 2023 I got my luggage back. On June 8, 2023 I filed a claim with British Airways to get reimburse for the clothes I bought and essentials. British Airways will not help me with this issue even though it says they will on their online policy. I called on June 26, 2023 after 3 weeks of no response and they guy on the phone refused to help me. Just says go to the website to make complaints. But the email said to call them so I was trying to call them per their email. I asked for a managed to help me and I was refused one. I asked a total of 8 times to speak with a manager and was refused every time. No one is helping me with my claim.British Airways is not standing by their policies and are taking advantage of the situation. British Airways is committing fraud for no standing by their policies. British Airways need to fix this issue as it is cost me money everyday they do no respond. I have requesting a reimbursement for the clothing due to their major mistake and to be able to speak with someone to help me with this issue. a manager needs to make this right.Flight: ********** Reference Number: ********
Business Response
Date: 07/12/2023
The following email was sent to ********************* on 07Jul23:
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 your bag was delayed when you traveled with us this past June. I see you have been in touch with us about this before and replied to by my colleague on 28 June.

A bank transfer was requested in the amount of $711.10 to your ********** account ending in **** for reimbursement based on the receipts submitted for essentials you purchased while you were without your bag.

Please do not reply to this email within the next 7 days as it will delay the approval of the bank transfer.

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

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Customer Answer
Date: 07/12/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

British Airways has been saying they will pay me for more than a month with no payment I have asked to speak with someone and I was told no one can help me. The message BA has sent to me is fraudulent as they have not acted on their resolution for more than 45 days which is outside of their policy. I request full reimbursement for my lost luggage and the trip of the flight this has been a terrible experience and BA is not standing by their policies. I request BA move with purpose to solve my issues otherwise I will continue to push for a full trip refund which includes the flight and the lost baggage. Immediate attention and resolution is requested from BA. Failure to resolve this issue will result in litigation to attempt refund

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

Sincerely,

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

Customer Answer
Date: 07/28/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have yet to receive compensation for my bag and clothes reimbursements from June 8, 2023. It has been almost 2 months with nothing. British Airways refuses me a manager when I call and say no one can help me. The messages they send are lies as I have received nothing. I will be going to corporate and consulting my attorney next. Without immediate action, I will be forced to fill a formal complaint with the *** and ***********************. Immediate resolution is required. BA has not full filed their obligation.

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

Sincerely,

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

Business Response
Date: 08/07/2023
The following emails were sent to ********************* on 02Aug23 & 03Aug23:
Dear *************

Thank you for your email.

I am sorry you did not receive our payment of $711.10. I can confirm that the payment was processed 08 July using the bank details you provided.

Please confirm that the details used are correct.

Chase Bank
Account # **********

Best regards

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

Thank you for confirming your account number.

My apologies the agent who originally requested the bank transfer had one too many "8"s in the account number.

I have requested a new bank transfer today using the correct account number you had in your email you sent to me yesterday.

Please allow at least 28 days for the credit to post to your Chase account.

Thank you for your patience and understanding. We hope to welcome you on board one of our flights again soon.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Initial Complaint
Date:06/27/2023
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 had a made a reservation to go to ***** through BA- reservation - ******* It had 4 flights, ******* to ******, ****** to *********, ********* to ****** and ****** to *******. I had used some miles and a traveler companion voucher. On April 17th I took my first flight BA **** from ******* to ******. I was in Premium economy class and the Flight attendant( male) was extremely un professional and rude with me and it was a painful reminder of all the ongoing struggle against anti-Semitism. I had a requested a Hindu meal and he severed me boiled vegetables. When I asked for a normal chicken entre he said very rudely that he will see if he can find an extra one. He never came or talked to me and came back to retrieve my tray that was untouched and gave me an attitude look. The same happened for the next meal, boiled vegetables for breakfast and I felt so humiliated and disrespected.Phase 2 my Flight form ****** to ********* BA0119 on April 19th **** pm . We were about to board the flight and was told there is a issue, so we had to wait for few, well they kept pushing the time and finally told us that another flight will take you at 830 pm. we were given 10 pounds worth of voucher which was a joke. 7 hour delay at the airport. Finally when laded in ********* one of my bags were missing and no one came to assist for 3 hours and non of the airport staff were helpful. then some one came and told me that my bag was not loaded and it will be here next day. No empathy or care. The bag was send to ****** next day by ****** airlines and I had to pay for my taxi to go pick it up. I lost chocolates, a bottle of scotch and had to spend some money to pay for my clothing's. I files a complaint on *** 7th and got a CRN number ******** saying they will connect in 4 weeks. I send all the details and how much I paid or lost due to all these mistakes and requested that some of the Avios that I used to be returned as part of the compensation ( due to the failure on BA). still waiting
Business Response
Date: 07/06/2023
The following email was sent to ************************ on 05Jul23:
Dear Mr ****************** apology 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 respond to you directly.
Were very sorry to hear you were unhappy with the quality of food on your flight to *************** recently, especially as you'd asked for an alternative meal and we didn't get back to you. This isnt what you should expect of us, and we understand why you needed to let us know about it. Wed also like to thank you for your patience while we got back to you.

We dont underestimate how important food and drink is to your enjoyment of the flight, and in our World Traveller Plus cabin, we aim to deliver a meal that exceeds expectations. We clearly didnt meet our usual standards with your special meal request on this occasion.
I'm sorry your onward flight to ********* was delayed, especially as one of your bags didn't arrive with you.
You're entitled to compensation for the delay to BA0119 on 19 April. The distance of the disrupted journey was more than 3,500km, as calculated in accordance with ** legislation and The Air Passenger Rights and Air Travel Organisers Licencing *********** (** Exit) Regulations 2019. Therefore, you're 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 only)
Account number (up to 17 characters)

You can send us your information by clicking on the secure blue reply link below my name. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
I've received a copy of your receipt for the taxi charges you paid and I'm happy to cover this unexpected expense. However, we appreciate you needed to buy replacement essentials while you were waiting for your baggage. Id like to get this sorted for you as quickly as I can, so please send me receipts or details for any items you needed to buy, and Ill see if we can pay towards the cost of these.

You can send these details in the following ways:

Go to ba.com to upload scans

Post them to:

British Airways Customer Relations
*******************************************************************************
***

If you send ** any documents in the post, please add your Customer Relations reference number to them this is ********.
We're grateful for any feedback we receive, so thanks for taking the time to let us know about your experience. Your comments about the service you received has been shared with the relevant teams and will be used to see where improvements can be made.
We value your loyalty as a member of our *************** and know this experience did not meet our usual standards. Ive added ****** Avios to your ************** account, and hope this goes some way towards making up for what happened.
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: 07/10/2023
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 Good morning, ****************,
Thank you for assisting me with this issue with British Airways. I did receive the below email from their customer service department, and I gave them all the bank details and some additional documentation the same day I received their email. I have not heard back from them or received any money in my account.Also, I am surprised that they did not acknowledge the miss treatment I received from their associate and just apologize that I didnt get an appropriate meal which is a concern. I had used ******* Avios point (miles) and $1200 for this trip and I requested them that they return at least half of the miles back into my account since half of my journey was ruined by staff attitude and behavior as well as the long delay and baggage miss handling.Thank you for all the assistance and appreciate your support in getting my issues resolved.
Regards,
V-Answer Here]

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

Sincerely,

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

Business Response
Date: 07/20/2023
The following email was sent to ************************ on 13Jul23:
Dear ** ****************** update from British Airways

Thank you for coming back to us about your disrupted flight and the expenses you incurred.

Just as a reminder of our conversations, we're sorry your flight was delayed and for the inconvenience and additional expense you incurred.
We've provided compensation for the disruption you experienced, reimbursed the cost of the taxi you told us about and added ****** Avios to your ************** account, as an additional gesture. I'm happy to cover the additional taxi charge for $39.89. Please accept my apologies for not noticing this receipt.
However, I see from your comments that you feel we arent paying enough towards your expenses, given what you went through.

While I appreciate you reasons for requesting reimbursement, we're not liable for the cost of your hotel or onward travel. I'm also unable to cover the costs of the scotch and chocolates that were either damaged or missing from your bag. This is because you didn't tell us these items were damaged or missing within seven days of receiving your bag.

We can consider a claim for any essential items purchased while you waited for your bag. As you haven't told us about any other items, I'll arrange settlement for $60.00. This is the amount you previously requested to cover the purchase of underwear.

We do understand how strongly you feel about the amount we've offered you. 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.
If you havent already, you may be able to claim the rest through your travel insurance provider. If I can help by providing any information for your claim, please contact me directly using the blue link below.

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:06/27/2023
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.
Hi there this is ****************,I have all my information listed below,I,m reaching out to you after several contacts with British Airways claim department because I was denied from boarding. I bought a ticket from British Airways website for ( 1021.95$) , I traveled with ****** airlines on 4/29/2023 from ****** International ************* to ****** then to Algiers , on my way back from ******* to Washington I was taking British Airways, on 5/21/2023 I went to desk to check in and I found out that Im denied from boarding and they were stating that I didnt have a reservation and I wasnt shown on the system, I showed my ticket, reservation , payment receipt, my boarding pass everything. And were unable to help me out get to the plane, the time running out so I had to buy a new ticket for ( 1277.63$ ) , when I got ***************** I filled a claim and I supported with documents and evidence, they got back to me in three weeks without any solution, till today I didnt get my refund and now the claim department are closing my case. Please look at my case and I can I send all the documents also I have a witness who traveled with me and he can support my case.Thank you Im looking forward to hear from you.- Name : **************** - Case reference # ******** - Address: ***************************************************** ** *****.- email: ************************ cell : ********** **********
Business Response
Date: 07/06/2023
The following email was sent to ********************** on 05Jul23:
Dear ** ******************** apology 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 respond to you directly.
I'm sorry you were unable to travel as planned from Algiers with our oneworld partner, Iberia. I don't underestimate the inconvenience and expense this caused, and I understand why you needed to follow this up with us.
I've reviewed all the information available to me and spoken to Iberia. They've advised that you didn't travel on the following flights:
Flight: IB6132
Route: *************, ****** International to ******
Date: 30 April 2023
Flight: ******
Route: ****** to Algiers
Date: 01 May 2023
I understand you dispute this and have advised that you did travel on the above flights.
As Iberia have told us you didn't travel on their flights and the boarding card you've provided isn't for yourself, I'm unable to meet your request for a refund. This is because Iberia recorded you as a no-show on your outbound flights, which in turn cancelled all remaining flights on your booking *******
The fare you paid was non-refundable, so a refund of the taxes for $75.45 was processed back to your original form of payment.
If you can provide me with proof of ************ your boarding card, or a copy of your passport showing the entry stamp at Algiers, please upload it here. I'll then be able to look at your complaint again.
Once again, I'm sorry I'm unable to meet your request on this occasion.

Best regards

******
British Airways Claims Investigation Specialist
Your case reference is*********
Customer Answer
Date: 07/07/2023
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:

I have all my information listed below,
I'm reaching out to you after several contacts with British Airways claim department, I bought a ticket from British Airways website, I traveled with ****** airlines on 4/29/2023 from ****** International ************* to ****** then to Algiers , on my way back from ******* to Washington I was taking British Airways, on 5/21/2023 I went to desk to check in and I found out that Im denied from boarding and they were stating that I didnt have a reservation and I wasnt shown on the system, I showed my ticket, reservation , payment receipt, my boarding pass everything. And were unable to help me out get the plane, the time running out so I had to buy a new ticket , when I got ***************** I filled a claim and I supported with documents and evidence, they got back to me in three weeks without any solution, till today I didnt get my refund and now the claim department are closing my case. Please look at my case and I can I send you all the documents also I have a witness who traveled and he can support my case.

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

Sincerely,

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

Customer Answer
Date: 08/08/2023
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:

Please reopen my case because it’s still not resolved.

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 [email protected] on 14Aug23:
Dear ** **********

Our final response

I’m sorry to hear you’re still unhappy with how we’ve dealt with your
complaint.

I’ve thoroughly reviewed all the information you’ve sent us, and I can
confirm that we believe we’ve dealt with your case fairly and
appropriately. We’re unable to respond to any further requests for a refund.

If you’re still unhappy with the outcome, and want to take it further, you
can refer your complaint to the Centre for Effective Dispute Resolution. CEDR is
an independent dispute resolution provider, which is certified by the Civil
Aviation Authority. They decide on any disputes between airlines and passengers
that can’t be resolved using the airline’s own complaints procedure.

A few notes about contacting CEDR:

Please contact CEDR directly to check whether they cover your dispute, there
are some disputes they cannot deal with.

Please check their website here
for contact details.

If CEDR take on your complaint, we’ll withdraw any previous
offer of settlement we’ve made. If CEDR make a judgement on the issue, their
decision will be final.

Once again, I’m sorry we weren’t able to resolve this between us this time. I
hope this information is useful to you.

Best regards

******
******* ******* ****** ************* **********
**** **** ********* ***********
Initial Complaint
Date:06/26/2023
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.
My husband and I purchased a tour through Gate1 Travel on 19Jan23. It was a 9-day trip to ****** (15-23Apr23), with airfare through British Airways. We paid for Premium Economy seating (ref no ******, $777 each = $1,554) and also purchased Travel Protection for Tours $3,001-$4,000 and Cancel for Any Reason Waiver-Tours $3,001-$5,000 through *************** My husband is a ******* veteran who has PTSD and is claustrophobic. We always purchase Premium Economy seating because it is difficult for him to fly in the cramped spaces of Economy/Economy Plus. On the morning of 15 April, I received a text message from British Airways stating that our flights had been cancelled. I called ****** and they said there was nothing they could do, but did say that the only flights available were on ITA (formerly Al ******). The flight had no Premium Economy class; we were given Economy seats and told we would not be receiving a refund. The return British Airways flight was also cancelled and we wound up purchasing Economy Plus seats ($147.58 each = $295.16). British Airways and Gate1 both told me that they would not issue refunds, so I filed a claim with ************** and I have received a partial refund. I am submitting this claim for the remainder of the refund and I am attaching a more detailed description of the situation in SUPPORTING DOCUMENTS.
Business Response
Date: 07/12/2023
The following email was sent to ********************** on 07Jul23:
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 your travel plans to ****** were disrupted this past April. I understand that your outbound flights from ******/***************/******* and your return from *************** to ****** flights were affected. Please accept my sincere apologies any inconvenience you were caused.

I have reviewed your travel record ****** and see that you were ticketed through Gate 1 Travel. Your flights from ****** to ****** and return were booked in our World Traveller Plus cabin, however your ****** to ******* flights were in Euro Traveller (we do not have a World Traveller Plus cabin on these flights).

According to your ticketing details - the fare paid was a contracted fare issued by Gate 1, so if there is any difference in fare on your flights to and from ********************, your travel agent would need to process the refund. If they are unsure how to proceed please direct them to get in touch with our Travel Trade team for guidance.

If you paid us directly for particular seats on your flights from ****** to *************** and return, please send me a copy of your receipt showing those charges. You can send it me by email at *************** in the subject field include your case number ********.

Thank you for getting in touch and for giving me the opportunity to respond.

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Initial Complaint
Date:06/26/2023
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.
Hello, I booked a plane ticket with British Airways last year and they changed the flight. When asked for a full refund for the flight due to the change, they said they would not be able to provide one. They offered to provide credit, however, I was unable to use the credit within their time frame. I asked for an extension and they refused to provide one. Now I am out of $2,200 due to their initial change of flight, refusal to refund and refusal to extend credit.
Business Response
Date: 07/06/2023
The following emails were sent to ******************** on 29Jun23 & 03Jul23:
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 you were unable to travel as you planned last year and a credit was arranged. You mentioned you could not use it before the expiration date. Unfortunately you did not include any information so I was unable to find anything related to your ticket in our system.

In order for me to investigate your claim, please send me your British Airways reference number and original ticket number. You can reply to me with this information using the link below.

Thank you for getting in touch and for giving me the opportunity to respond. I look forward to hearing back from you soon.

Best regards

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

Thank you for sending your ticket and booking reference numbers.

I have reviewed your booking ****** and see that you purchased this ticket through a travel agent. You mentioned in your correspondence to the Better Business Bureau that there was a schedule change to one of your flights and you decided not to travel because of the change and asked for a refund but were given credit instead.

There are no details noted in you booking as to why a refund was not an option for you. During the time of your travel because of the continual changes of requirements put out by each country's government, British Airways was allowing passengers the option to cancel and receive credit for the full value of their flights and travel agents should have been following the same policy.

So if you are holding a credit with your agent the expiration date on credits issued under the Covid-19 policy have been extended. All travel now needs to be completed by 30 September 2024. If your agent is unsure how to proceed in rebooking and applying your credit have them contact our Travel Trade team for guidance.

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

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Initial Complaint
Date:06/26/2023
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.
In January 2020 I bought two round flight tickets with British Airways. Because of the covid-19 pandemic, the flight was canceled. British Airways later advertised that they would be giving full refunds on the original form of payment to people who had received vouchers for these canceled flights. I have been in contact with British Airways multiple times since then and have not received my refund even though I have been assured I would be getting it shortly. Because it has been such a long wait, and I still haven't recieved my refund, my wife who the other ticket was for has passed away. Because of the runaround I have received from British Airways on getting my refund. I involved my granddaughter to help contact British Airways. After she contacted British Airways I was told to submit supporting documents about my wife's passing and then once I did I would receive a refund in 3 business days. It's been well over that time frame.
Business Response
Date: 07/20/2023
The following email was sent to ****************** on 13Jul23:
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.

First, my sincere condolences on the passing of your wife. I certainly understand how difficult a time this must have been for you and your family.

I am sorry for the delay in processing a refund of your eVouchers on booking ******, unfortunately our Refunds team have been busier than usual at this time.

I have received confirmation today that a refund of CAD ******* per eVoucher **** ********** and ************** has been processed back to the original form of payment which was a Mastercard ending in **** today. Please allow up to one full billing cycle for the credits to post.

Thank you for getting in touch and for giving me the opportunity to respond. We appreciate your patience during this busy time and hope to welcome you on board one of our flights in the near future.

***************************************
British Airways Customer Relations
Your case reference ***********
Customer Answer
Date: 07/22/2023
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:06/23/2023
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.
Our British Airways flight 202 from ****** to ****** on May 19th, booking code ******, was cancelled. We were provided alternate flights that would get ** to ****** with a layover a full day later. We declined to take this flight due to the complications it would cause with our other reservations. Despite British Airways cancelling this flight, we have yet to be refunded the ****** Avios points and the $379.60 in taxes and fees for the flight. We have attempted to work this out with British Airways via fax, **** priority mail, and phone. The phone line says they are too busy to take our call and hangs up. It should not be this difficult to get back points and taxes/fees for a flight British Airways cancelled and did not provide an acceptable alternative that would get us in at least later the same day.
Business Response
Date: 07/06/2023
The following email was sent to ********************** on 28Jun23:
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 we cancelled your flight BA0202 for travel on 19 May 2023. I see you have been in touch with us about this before and my colleague replied to you on 07 June and 15 June.

I have reviewed your booking ****** and see that taxes and prepaid seating charges were refunded in full on both tickets 23 May 2023 back to the original form of payment. Please check both May and June **** statements for the credits.

I have reached out to our ************** to confirm that the ***** Avios points used for this booking are redeposited back into your Blue account ********. Please allow at least 2 to 4 weeks for the Avios to post.

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

Best regards

***************************************
British Airways Customer Relations
Your case reference ***********
Customer Answer
Date: 07/10/2023
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:

First, the British Airways representative claimed their colleague had been in touch with me regarding this issue in the past. That is not correct. The previous communication was regarding the compensation due under ** law for a cancelled flight. I did try to address this in a follow-up, but the representative responded as if I were seeking reimbursement for expenses, just as hotel or meals, due to the cancelled flight. That was not at all what I was requesting. That's why I came to the BBB since I couldn't get an answer from British Airways that actually addressed what I was asking for -- redeposit of the Avios points and refund of the taxes and fees that were paid. I sent the following response to the British Airways representative:
"Your information is incorrect. The taxes and fees for the award tickets were billed to my **************** ending **** on November 19, 2022. There has been NO CREDIT reflected on that card for the cancelled flight. The upgraded seat charge was billed to my **************** ending ****, and that was properly credited for the amount of $196 total. However, there has been no credit for the $379.60 total to the **************** ending in ****. I can provide statement copies and card activity that clearly show no credit has been issued to the ****************."
With NO further communication from British Airways, the points did get redeposited, and on July 6th, two credits in the amount of $134.80 were refunded to my credit card for a total of $269.60. However, our taxes and fees that were paid for the flights were $189.80 each, for a total of $379.60. Essentially British Airways is charging us a $55 fee per ticket for a flight that they cancelled. This is not acceptable. We expect the additional $110 to be credited to my credit card account.
We also have not yet received the $1291.67 compensation due as acknowledged by British Airways on June 6, 2023. Given the complete mess this has been up to this point, we want to know exactly when that deposit is going to occur.
Thanks for your assistance!
*************************

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

Sincerely,

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

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