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Business Profile

Airlines

British Airways

This business is NOT BBB Accredited.

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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

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British Airways has 27 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/22/2023

      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.
      Subject: Request for Refund from British Airways - Booking Reference: [Booking Reference Number]Dear BBB I hope this email finds you well. I am writing to bring to your attention an issue I have been facing with British Airways regarding a refund that I am entitled to.I booked a flight with British Airways on [Date] for travel from *** to ************. Unfortunately, due to unforeseen circumstances, Two of my daughters passport delayed . I promptly contacted British Airways customer service and initiated the refund process as per their guidelines.However, despite multiple attempts to follow up with British Airways, I have not received the refund that is rightfully due to me. I have made several phone calls to their customer support department, but the responses have been delayed and inconsistent. It has been Weeks since my initial request, and I am growing increasingly frustrated with the lack of resolution.I have attached copies of all relevant documents, including my booking confirmation, cancellation confirmation, and any communication I have had with British Airways regarding this refund request. I have meticulously followed all the necessary steps outlined by the airline to obtain a refund, but my efforts seem to have been in vain.Given the circumstances, I kindly request your assistance in resolving this matter. As a consumer, I believe it is my right to receive the refund I am entitled to, especially when I have adhered to the terms and conditions set by the airline.I kindly request that the BBB intervenes on my behalf and help expedite the refund process. Your involvement would greatly aid in bringing this issue to the attention of British Airways and ensuring that they fulfil their obligation to provide a timely refund.Please let me know if there are any additional details or documents you require from my end. I appreciate your attention to this matter and I look forward to a positive resolution. Should you have any questions or require further information, please do not hesitate to contact me at **********,email:******************* Thank You

      Business Response

      Date: 07/06/2023

      The following email was sent to ****************** on 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 to hear that your daughters were unable to travel as ticketed for 07 June 2023 from ******.  You mentioned it was due to passports issues.  I have reviewed their travel record ****** and do not see any notes that you had requested their booking be put on hold. 

      There are notes dated 06 June that ***** called to inquire about changing the outbound date from 07 June to 11 or 14 June, unfortunately this was not possible because there was no availability on the flights needed to get them on all flights to their final destination to ******.  

      When your daughters did not check in for their ****** flight a no show entry was automatically entered in the booking.  Once that happens there are no changes of any kind permitted. 

      There were several other calls made to our contact center by you and Shezi between 10 and 24 June and each time it was noted that our agents were doing their best to override the no show entry, unfortunately this appears not to have been possible. 

      I understand you are requesting a refund of their tickets however, the refund would be per the fare rules so the refunds would be minimal because the fare you purchased was restricted with penalties. 

      A full refund is not possible since it is the responsibility of the passenger(s) to make sure they have all the necessary documentation needed for their travel including any ****** for the country they are visiting and or transiting through. 

      There is also mention a death of a family member in the booking, if you would like to send me proof of this, we can review the situation. Kindly email it to *************** and put your case reference ******** in the subject line.
       
      If instead you would like me to proceed with your refund request, just reply to me using the link below.

      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 ***********

      Customer Answer

      Date: 07/14/2023

      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:


      Hello ,
      i haven’t heard from British airways . i have been waiting for a long time . thanks for checking .
      Sent from my iPhone 


       


       


       


      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 19Jul23:

      Dear ***** *****

      This email is in response to the latest
      correspondence we received from the Better Business Bureau dated 18 July saying
      that you have not heard from us since your first contact to the Better Business
      Bureau on 22 June 2023. 

      Below is my reply sent to you on 03 July 2023. 

      /////////////////////////////////////////////////////////////////////


      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 that your
      daughters were unable to travel as ticketed for 07 June 2023 from Dulles.  You
      mentioned it was due to passports issues.  I have reviewed their travel record
      ****** and do not see any notes that you had requested their booking be put on
      hold. 

      There are notes dated 06 June that ***** called to inquire about
      changing the outbound date from 07 June to 11 or 14 June, unfortunately this was
      not possible because there was no availability on the flights needed to get them
      on all flights to their final destination to Durban.  

      When your
      daughters did not check in for their Dulles flight a no show entry was
      automatically entered in the booking.  Once that happens there are no changes of
      any kind permitted. 

      There were several other calls made to our contact
      center by you and Shezi between 10 and 24 June and each time it was noted that
      our agents were doing their best to override the no show entry, unfortunately
      this appears not to have been possible. 

      I understand you are requesting
      a refund of their tickets however, the refund would be per the fare rules so the
      refunds would be minimal because the fare you purchased was restricted with
      penalties. 

      A full refund is not possible since it is the responsibility
      of the passenger(s) to make sure they have all the necessary documentation
      needed for their travel including any visa's for the country they are visiting
      and or transiting through. 

      There is also mention a death of a family
      member in the booking, if you would like to send me proof of this, we can review
      the situation. Kindly email it to *************** and put your case reference
      ******** in the subject line.
       
      If instead you would like me to proceed
      with your refund request, just reply to me using the link below.

      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.

      /////////////////////////////////////////////////////////////////

      Please
      check your spam or trash folder. 

      Best regards

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

    • Initial Complaint

      Date:06/21/2023

      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.
      We booked a flight through British Airways, reference number ******, for five passengers round trip from ************* to ****. During our return trip, while traveling through Europe, issues occurred that were going to prevent us from getting back to **** for our return leg. Our return flight was from **** to ******, and then a connecting flight from ****** back to *************. Although we were unable to get to **** to catch our first leg, I verified that we'd be able to catch our connecting flight in ******. We then proceeded to get to ****** to catch our connecting flight. We arrived at the airport on time, with purchased tickets in hand, however when we tried to check in we were told that our flight was canceled and that we would need to speak to customer service. We went to the service counter who informed us that the flight was not canceled, rather our tickets had been canceled because we did not fly the first leg of the trip from **** to ******. I let them know that I had verified that we would be able to take our connecting flight and was then told that we were misinformed and that our entire trip had been canceled and we would not be allowed to board our flight. We were then left on our own to find and purchase a new flight to get home, even though we already had purchased tickets for a flight that we were told we could take. The last minute tickets that we were forced to find and purchase cost ***** pounds (the equivalent of $6,218). Although customer service at the desk said we would not be allowed to board our flight that we already had tickets for, they advised us to file a claim for the brand new last minute tickets we were forced to purchase in order to get home with our children.

      Business Response

      Date: 06/29/2023

      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 you and your family were unable to travel on our flight BA0285 to ************* on 16 June.  I have reviewed your travel record ****** and there are no notes confirming a conversation with our call center advising you it was fine to miss your **** flight and only take your **************** fight to *************. 

      The only notes in your booking are dated 16 June when your wife called to say that the family did not take the **** flight because you were in ****** already and did not need that flight. Unfortunately when you did not check in for BA0551 on 16 June our automated system noted you all as "no shows".

      When you buy a ticket, you must take all flights in sequence as shown on your tickets, this can be found in our General Conditions of Carriage.  If you miss a flight for any reason, all of the remaining flights are automatically cancelled. This is a common practice across all airlines.

      On 16 June our agent explained to your wife that in order for you to have flown only on the **************** flight, you would have needed to call prior to the **** flight, so that your booking could have been updated, fare recalculated (paying any change fees and difference in fare and taxes) and your tickets reissued accordingly. 

      I am sorry but I cannot reimburse the cost of the new one way tickets you purchased with West Jet to get to *************. Please check with your travel insurance company as you may be covered under their policy. 

      I have sent your family's British Airways ticket details over to our Refunds team for a refund of your return flights, according to the fare rules of your tickets. It will go back to the original form of payment. I will let you know the amount once I hear back from them.  Please note that it will be minimal because the fare purchased was non-refundable with penalties.

      I appreciate this is not the answer you were hoping for.  I am sorry not to be able to help you more on this occasion.

      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 ***********

      Customer Answer

      Date: 07/10/2023

      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:06/21/2023

      Type:Product Issues
      Status:
      UnansweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased these 4 flights in January of 2020 and they were cancelled due to the pandemic. In January of this year, BA notified me that I can apply for a refund (which I did). The refund was to be returned to the original credit card which was through ************** (Gap Card). Since then, Barclays took over the account, issued me a new number. BA claims they have sent a check but no one (Synchrony nor Barclays) has record of it. I call BA time and time again asking for help and no one will help me. I need them send me a copy of the cancelled check (if it was cashed) to see who has it or send me a check directly. I have called, emailed, been on their website chat. They keep having me go in circles and this has gone on long enough. Please help me recuperate this $2000?

      Customer Answer

      Date: 07/17/2023

      Better Business Bureau:

      At this time, I have not been contacted by British Airways regarding complaint ID ********.

      Sincerely,

      *********************************
    • Initial Complaint

      Date:06/21/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have booked flights for a round trip from *** to *** for two passengers. British airways made two transactions for the tickets instead of one single transaction. My credit card bank thought duplicate transaction of big amount made a dispute on one of the transactions. British Airways cancelled the disputed transaction ticket even though the dispute is in process with the bank. After the dispute process was completed with bank came to know that British Airways made two transaction instead of single transaction even though it is only one booking. British airways cancelled the ticket without any sort of communication to me that ticket is cancelled. At the departure date we came to airport to catch flight & try to check in at the airport. The agent at airport couldn't able to checkin the cancelled ticket & able to checkin other ticket. After 5 hrs with the agent, customer care support in line at airport there came to know that one of the ticket is cancelled with out informing to the user. Since both the passengers came to US for visiting ***** they have to travel and return together & both the passengers are unable to travel because one of the ticket is cancelled by British airways. After several hours, with customer relations team at ********************** said as "No show '' the passenger at the ************** can only refund only fare rule amount which is only 10% of what we paid for the return tickets. Here I am expecting to full refund the tickets, excess amount paid for tickets booked from other airlines since British airways cancelled tickets without communication, compensation for the hotel stay, food and other day to day expenses for staying in the US because of cancellation.

      Business Response

      Date: 06/29/2023

      The following email was sent to ********************************** on 26Jun23:

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

      An update from British Airways
      Thanks for getting in touch with us about your booking.
      This query is very unusual, and something that will require more invesitgation. To do this, we'll need more information from you.
      From our initial review, we have no entries in your bookings history that indicate there was any problem with payment. The entries confirm that from January all the way to June there was nothing cancelled.
      To help us look into this, can I request you send any supporting documents that you were sent by us that suggest your tickets weren't issued or cancelled? It would also be helpful if you could send us a copy of your bank statement to confirm the payments from your bank were approved and not returned. Please go to ba.com to upload scans and they will be attached to your case here.
      Once I have this information, along with a more detailed account from yourself, I'll be able to look into this further with my team. I hope to hear from you soon.



      Best regards

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

      Customer Answer

      Date: 06/30/2023

      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]

       Hi,

       Because British airways posted two big amount  transactions for one ticket instead of one bank made a dispute for one of the transaction because two consecutive transaction of same amount posted on the card. So during bank dispute process British airways canceled One of the ticket. British ******************** me about cancellation of the ticket until travel date. British airways didn't provide me any new ticket for the canceled ticket. After bank dispute process they came to know those charges are valid but by the time the British airways canceled the ticket. This issues happened because British airways posted two transaction instead of single transaction and that causes cancellation of the ticket by British airways. I booked two tickets for the passenger from other airlines with expensive price than what I booked through British airways. So I'm eligible for the full refund.of the  tickets since both of them didn't flown because of issue of British airways canceled the ticket. British airways didn't even inform me about cancellation of the ticket until I travel this other issue. 

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 07/13/2023

      The following emails were sent to ********************************** on 03Jul23, 04Jul23 & 05Jul23:

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

      An update from British Airways
      Thanks for getting back in touch with me.
      We have no reason to believe why you weren't able to travel, as the tickets are showing present in your booking. To suggest a failed payment was the cause of this is concerning, as we also have confirmation payment was succesful.
      We also note a chargeback was initiated by yourself which indicates payment was succesful, because if it wasn't, a chargeback wouldn't be applicable. As such, can you check your bank statements and with your bank to see if they reported any failed transaction at the time? You can send us copies of these confirmations by going to ba.com to upload scans. If they confirm a payment was declined, we'll be able to conduct a further invesitgation.
      Thanks for following this up with me and I hope to hear from you soon.



      Best regards

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

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

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

      An update from British Airways
      Thanks for getting back in touch with me about your complaint.
      We've conducted a thorough invesitgation regarding this and can conclude that the chargeback you initiated caused the tickets to become suspended.
      The reason this happens is that when a financial dispute is triggered, the booking is held in case the payment is withdrawn from the credit card company, and therefore stops anyone travelling for free. As the chargeback process can take up to 90 days to complete, we can see this was initiated on 31 March, and didn't conclude until 14 June which returned the tickets to their open status.
      As you initiated the chargeback which put the tickets past their validity period resulting in a no show, the refund will be based off of the fare rules. If the chargeback hadn't been applied for, the tickets would have been valid on the day for travel and no problems would have occured.
      To conclude, the refund will remain under the rules of the ticket and any further losses will need to be claimed from your travel insurance provider.
      Thanks for following this up with us and I hope you receive your refund soon.



      Best regards

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

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

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

      Our final response

      Im sorry to hear youre still unhappy with how weve dealt with your complaint.

      Ive thoroughly reviewed all the information youve sent us, and I can confirm that we believe weve dealt with your case fairly and appropriately. Were unable to respond to any further requests fo a full refund.

      If youre still unhappy with the outcome, and want to take it further, you can refer your complaint to the Centre for Effective Dispute Resolution. CEDR is an independent dispute resolution provider, which is certified by the ************** Authority. They decide on any disputes between airlines and passengers that cant be resolved using the airlines own complaints procedure.

      A few notes about contacting CEDR:

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



      Please check their website here for contact details.



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


      Once again, Im sorry we werent able to resolve this between us this time. I hope this information is useful to you.



      Best regards

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

      Customer Answer

      Date: 07/14/2023

      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:

      As I mentioned in the previous email since the British airways posted to big transactions the bank has disputes one of the transactions because if there is any two big transactions Bank want to confirm the transaction. That's a reason a chargeback is raised and British airways is canceled the tickets without inform the me. If a British airways would have informed me about the cancellation then I would have talked to bank and get update from the bank so that the ticket won't be canceled by the British airways. It is British airways has an issue which canceled the tickets for me without informing me. Don't you why it was canceled the tickets. Did you work for British airways or not. You're asking these questions over and over. Can't you see from the back end whether the tickets is canceled or not Even though I was waited in the airport for 5 hours to onboard the flight. Since you work for the British airways you might whether we came to the airport or not. Check all the customer care voice recordings and notes.

       

       

       

       

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


      Sincerely,

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




       
    • Initial Complaint

      Date:06/20/2023

      Type:Product Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On September 29, 2019, my credit card was charged $1,616.74 for five round trip tickets to ****** from ****** for a flight scheduled for July 22, 2020, as well as a $520 seat choice fee, on British Airways. The reservations were made through Expedia.com. Subsequently, the flights were canceled by British Airways due to the ******19 pandemic. British Airways did not offer us a refund. Instead, British Airways offered us a voucher for the price of the tickets. Since the reservations were made through Expedia, British Airways stated that we needed to contact Expedia to receive the voucher. Despite numerous phone calls and correspondence with both Expedia and British Airways, we have not received our voucher as of June 20, 2023. British Airways and Expedia continue to be evasive and unhelpful every time we contact them, pointing the finger at the other party. We would like to receive a full refund of $2136.74 immediately.

      Customer Answer

      Date: 07/15/2023

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

      I am still waiting for my refund from British Airways. 

       

       

       

       

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

      Sincerely,

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

      Business Response

      Date: 08/02/2023

      The following emails were sent to ********************** on 13Jul23 & 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. 

      In regards to your complaint about travel tickets you purchased through Expedia in 2019, I have sent your ticketing details over to our Refunds and I am waiting for them to complete their investigation and to get back to me.  I will be in touch again soon.   

      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 ***********

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

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

      This email is to advise you of the refund on tickets you had purchased in 2019 through Expedia. 

      My Refunds team have confirmed that they have processed refunds against ticket numbers *************** **** **** **** ********** for the amount of USD ****** x 2 and USD ****** x 3 back to a **** card ending in 4560 on 19 July. 

      In addition, to the above refunds - the prepaid seating charges also have been refunded in association to the ticket numbers mentioned above as follows:
      USD ***** x 6, USD ***** x 4 and USD **** x 5 back to the same **** card ending in *****  Please allow up to one full billing cycle for all the credits to post and in this case in may even take 2 billing cycles depending on your bank.

      Thank you for your patience and understanding while we sorted this out. We hope to welcome you and your family on board one of our flights soon.  

      Best regards

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

      Customer Answer

      Date: 08/02/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:06/20/2023

      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 name is *********************, I travelled from *** (Flight #******) ****** (******)- ***** on British airways, booking reference ******* As I arrived in ***** on May 28,2023 , I waited over 2 hours for my baggage and they did not arrive. I spoke to the British airways representative and reported my bag missing and was provided with case reference ********. I made the representative aware that because of the delay my taxi is charging me extra **** rupees for the 2 hour delay. I requested to be reimbursed for clothing, toiletries and other necessary items that were in my suitcases. The representative advised me to file a claim with British airways and he was unable to provide any financial assistance or vouchers for items mentioned above. I was forced to purchase whether appropriate clothing, shoes, and toiletries with my own funds. I was informed that it would be delivered to my home address within the next few days however the luggage was not delivered for an entire week. I was messaged on WhatsApp by an unknown business name but by a personal phone number stating that my bags would be delivered soon. I asked for the courier service name and he refused to answer. Immediately after reviving the bags I realized the zippers were broken. I had numerous amount of items stolen which are as follows: ***************** purse value $2062.57 USD Dior Mens perfume $102 USD *** Form Mens perfume $340 USD Crest ***** Strips $68.95 USD Hubba Bubba Bublle gum $18.82 Le ***************** Perfume $229 USD La Mer Cream $325 USD *********************** white t shirt $38 USD Dior black T shirt $760 USD Brown sketchers shoes $98 USD Black floral dress $249 USD I have already contacted the airline's customer service and reported the theft, but I still want to file a formal complaint and report this incident to the police. I request your immediate attention to this matter and kindly ask you to take the necessary steps to investigate the theft and find the culprit responsible for this incident. I have never had an incident like this happen to me before. I feel violated that someone was in my personal belongings and stole precious items that hold immense emotional and financial value to me. Please find attached copies of my flight booking, baggage receipt, and other related documents for your reference. Thank you for your prompt attention to this matter. I will provide receipts upon answer from the airline.Thank you *********************

      Business Response

      Date: 07/05/2023

      The following emails were sent to ********************* on 27Jun23 & 29Jun23:

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

      Thank 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 to ***** with us this past May.  I can certainly understand how upsetting and frustrating it can be not to have your personal belongings with you.  You also mentioned that when your bag was delivered you were missing several expensive items which you sent in the receipts for. 

      Unfortunately it is hard to know exactly where and when those items were removed from your bag.  Please accept my apologies for the inconvenience you were caused. 

      We follow the Montreal Convention for baggage claims and there is a maximum we are responsible to pay a passenger against their claim.  Your claim exceeds the maximum which is $1,717.41, so you may want to check with your travel insurance company for the difference. 

      As full settlement of your baggage claim with us, I am arranging a bank transfer for the above maximum amount of $1,717.41 to your Chase account ending in 0910.  Please allow at least 28 days for the credit to post. 

      My renewed sincere apologies for the delay to your bag and any inconvenience caused.  We hope to welcome you on board one of our flights again soon.

      Best regards

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

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

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

      Thank you for your email reply.

      I am sorry you are unhappy with our payment but I cannot increase the amount nor can I offer anything in compensation. 

      The $1717.41 we are paying is the maximum we are responsible to pay under the Montreal Convention for each passenger no matter what the value of their bag/contents is.  Please check with your insurance company for the difference. 

      I know this is not the answer you were hoping for and I am sorry to disappoint you further. 

      Thank you for coming back to me about this.  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:06/15/2023

      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.
      Myself and two other friends flew BA2272 on Wednesday 5/24. Our flight was severely delayed and we landed in ****** close to 11am instead of the scheduled 8am time which caused ** to miss our next flight to ****** with **** Air at 11am. We ended up having to pay 300EUR (100EUR per passenger) to be booked on the next flight. We submitted our receipt to BA and requested they reimburse us for the 300 but so far their customer service has failed to do so and offered a 50 credit with the airline which is unacceptable. Anything less than the 300 we paid is unacceptable and and we want our money in the form of a check or refund to our credit card. Our confirmation code is ****** for KA + SJ, and ****** for RA.

      Business Response

      Date: 06/29/2023

      The following emails were sent to ******************** on 19Jun23 & 20Jun23:

      Dear ** ******************** 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 directly.

      I am sorry our flight to ************** on 24 May 2023 arrived later than scheduled. I understand you and your party missed you connecting flight with ******* to ****** and were charged a rebooking fee of $100 each. 

      While I can appreciate your reason for asking for us to reimburse you the charge of $325.00 in total for the rebooking, I cannot comply with your request.   

      You made 2 bookings for your journey to ************ for transatlantic return travel from ******** and a separate one for the rest of your itinerary.  In this situation the airline only has responsibility for the current booking you are using.  So if your flight is disrupted, we are not liable for re-booking you on alternative flights, arranging accommodation or covering expenses for the onward travel you had booked separately.  We would have been liable though if you paid a through-fare and have one booking for the entire journey.  For this reason I cannot reimburse you.  I am sorry to disappoint you but we appreciate the opportunity given to explain the background.

      Thank you for getting in touch.  We hope to welcome you on board one of our flights again soon.

      Best regards

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

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

      Dear Mr ******************** you for your email reply. 

      Please note that we would have been responsible if all your flights were on one ticket.  They were not, your flight with ******* is considered consequential to us separate ticket, separate contract so does not fall under our Conditions of Carriage.

      Neither airline is responsible for your out of pocket expenses.  You may want to check with your travel insurance company for this. 

      I know this is not the answer you were hoping for and I am sorry to disappoint you further.  Thank you for coming back to us about this.   


      Best regards

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

    • Initial Complaint

      Date:06/12/2023

      Type:Product Issues
      Status:
      UnresolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased tickets to ****** from British Airways (BA) on 1/15/2023 for $7262.65 (exibit A). I found the same flight on another website (Justfly.com) on the same date and time for $2075.20 less (exhibit F). BA has a Best Price Guarantee (BPG) policy that they will refund the difference in such a circumstance if you submit proof of the alternate fare (exhibit G). I followed their instructions and submitted a claim (exhibit B). At the end of February their customer relations requested I send them hard copies of our screenshots so I mailed those certified to their ** address. The **** verified they received them on 3/1/23 (exhibit H). I received an email on 5/23/23 that said the date on the screenshots does not match the date we booked the flight. This is false. The screenshots show the Justfly.com booking rate on 1/15/23 at 10pm PST and the email confirmation of the BA flights we purchased came at 11pm PST on the same date: 1/15/23.After I received this denial, I contacted their customer service and discovered that their records showed a 1/16/23 purchase date based on a 1 a.m. EST timestamp in **, which does not match the screenshots taken at 10 p.m. PST on 1/15/23. That should not be a basis for denying the claim, when I can prove the Justfly.com rate and the purchased BA flights happened simultaneously. BA's policies, which I combed over and relied upon, said nothing about which timezone the screenshots needed to match. It is fraudulent and unconscionable to expect buyers to anticipate such a database discrepancy. I appealed their denial by email explaining all of this. After five months of attempts to resolve this through phone calls, emails, ****************** I received an email on 6/6/23, that denied our appeal without explanation (exhibits I-J). Because I reasonably relied on their BPG policy, BA has been unjustly enriched by an unreasonable and unforeseeable technicality and refuses to explicitly engage the issue with me.

      Business Response

      Date: 06/28/2023

      ********The following email was sent to ***************** on 14Jun23:

      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 see you have been in touch with us before regarding the fare you paid and the Best Price Guarantee policy.  I have sent your comments over to the appropriate teams for their review and I am waiting to hear back from them.  Please note we are busier than usual at this time and we appreciate your patience and understanding.  I will be in touch again soon.

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



      Best regards

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

      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:


       
      the consumer stated: "Hello,We spoke this morning about reopening my case. I didn’t see the BBB email until today since I was on the British Airways (BA) vacation for the last two weeks. I did receive the BA email on 6/14/23 but it has not resolved the disputed issues with BA. Please reopen the case so I can continue utilizing your services. Thank you.Best,***** ******
       
       

       


       


       


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




      Sincerely,



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









       
    • Initial Complaint

      Date:06/07/2023

      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.
      Original booking with British Airways is ******. Tickets purchased on October 18, 2022 for $6700.76 (USD). First flight was BA0272 and Second flight was ******* I could not make either flight due to medical emergency. I provided the airline with ER discharge paperwork and was advised in incident ************ *hat I could call to rebook the flight when ready. Multiple calls disconnect (at least 6 attempted calls) before a representative answers (I am not even permitted to hold). I was connected only once and the representative did not understand my request and would not connect to manager. We even went to the airport to try to resolve in person at ticket counter - however, it had not yet opened for the day (at 1PM in the afternoon).

      Business Response

      Date: 06/26/2023

      The following email was sent to ****************************************** on 13Jun23:

      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 and your husband were unable to travel and booked and ticketed to *************** on 02 April 2023.  I have reviewed your booking ****** and see that the fare you purchased is non refundable with restrictions.  I see that you had sent in medical documentation and your booking is being held open as per our pretravel illness policy, which would allow you to rebook within the validity of your ticket.  

      Also, there are notes in your booking that you have been in touch on several occasions 02 April, 30 May and 04 June inquiring about changes and whether or not the tickets were refundable. Our agents advised you correctly on each call about rebooking and that your tickets are non-refundable, so if you cancel your refund would be processed per the rules of the fare. 

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

      Best regards

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

    • Initial Complaint

      Date:06/06/2023

      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.
      1. Feb 9, 2020: British Airways (BA) ticket (125-2107584731 with record locator number ****** purchased using FF miles on my account (number ********* for family member ******************************* for travel in May 2020. Taxes of $94 paid by my *************** **** Credit card (********).2. May 2020: Flights cancelled due to pandemic disruptions and travel voucher issued.3. Feb 2022: Ticket cancelled and miles refunded to account and taxes paid refunded to credit card used for purchase.4. *************** returned the refund to BA since the credit card account had been cancelled. ** requested letter stating this which was sent to BA in July 2022 (attached)5. My communications with BA have been circular. They ask me to contact my credit card company, I provide them documentation that since the card has been cancelled and the funds have been returned to BA the airline needs to refund the money directly to me. ** writes back that I should contact the credit card company. I have had these email responses from BA in Sep 2022, Nov 2022, Jan 2023 and as recently as Mar 2023 (attached). Please help in having BA refund the money in USD via paper check. Thank you.

      Business Response

      Date: 06/26/2023

      The following emails were sent to ******************* on 09Jun23, 12Jun23 & 16Jun23:

      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 have not received the refund we had processed this past March.  Thank you for sending a copy of the Chase letter advising the $94 refund we had processed was returned to us.  I have forwarded that letter to my Finance team and I am waiting to receive confirmation from them we received the funds back. 

      In the meanwhile, please send two separate emails with the details of another credit card you would like us to refund the $94 to and be sure to split the account number between the two emails and include the expiration date.  You can reply to me 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 your reply.  

      Since I do not process the refund myself, I will be in touch again once our Refunds team confirm that your bank sent the $94 back to us. 

      Best regards

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

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

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

      I have confirmation from our Finance team that your bank returned the $94 we had sent.

      I do not have the new credit card details you had sent.  At your convenience, please send two separate emails with the details of another credit card you would like us to refund the $94 to and be sure to split the account number between the two emails and include the expiration date.  You can reply to me using the link below. 

      I look forward to hearing back from you soon.



      Best regards

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

      Customer Answer

      Date: 07/17/2023

      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,

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



       

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