Complaints

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

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• 

  British Airways

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

• 

  British Airways

  2 Park Ave Room 1100 New York, NY 10016

• 

  British Airways

  551 5th Avenue Suite 725 New York, NY 10178

• 

  British Airways

  P.O. Box 300686 Jamaica, NY 11430

• 

  British Airways

  4887 Belfort Road Jacksonville, FL 32256

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2023

  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.

  In August 2022 my partner and I booked a flight to *****, our first time that we would be visiting Europe. Our flight was to leave June 3. We were notified June 2 via email that our flight had been canceled and that we were put on other flights. Because we had not booked our flight together rather separately using points they put us on separate flights one going directly to **** and the other going to ***** and then to **** of course this wasnt acceptable so we worked all day to try and find a flight that would accommodate us to fly together to ****. This process took eight hours during which we came to find out that our flight had not been canceled. They just kicked us off our flight after booking it almost a year in advance they were selling tickets for the original flight we booked In August **** at a much higher price . This caused an immense amount of stress and time on both of us. And as I said, we were lied to, as to why we were moved off the flight it was NOT in fact not canceled. We also spent money through British Airways to pick our seats to ensure we could sit together, which has not been refunded.

  Business Response

  Date: 06/26/2023

  The following email was sent to ********************************* on 09Jun23:

  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 partner had problems with your travel plans going to ***** last June 2022.  Unfortunately you did not include your booking reference numbers or ticket numbers so I am unable to investigate and reply to your claim. 
  
  If you would like me to look into this matter further than please send me your ticketing details.  You can reply to me using the link below. 
  
  Thank you for getting in touch and for giving me the opportunity to reply. 
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer Answer

  Date: 06/29/2023

  Hello

  By booking number is ******* We also experienced additional problems on our way back to ******* under the same booking number. We were supposed to land in ******* on Saturday June 17, because a British Airways we were not able to get in till Sunday, June 18. Our travel experience with this airline has been absolutely unacceptableAt every turn. We found out that our original flight had not in fact, been canceled as British Airways told us, but rather they were still selling tickets for the flight. We just got kicked off even though we bought our tickets 10 months ahead of time. my understanding by the law is that if you arrive at your destination, a certain number of hours past when you were expected to, you will be compensated. I would like to be compensated by British Airways for my original flight plus the fees that should be addressed to them based on how late I was . Additionally, this airline needs to be addressed in terms of of selling peoples tickets at a higher price that they have already paid for and booked ahead of time. 
  

  Please see attached for information I have sent directly to British Airways with no response   

  Business Response

  Date: 07/20/2023

  The following email was sent to ********************************* on 19Jul23:

  Dear ***********************
  
  Thank you for your email reply dated 14 July.
  
  I did not address your return flights on 17 July because your complaint to the Better Business Bureau did not mention those flights only your flights from 03 June to Rome. 
  
  I have now reviewed your booking again and see that ****** did arrive late into **************** on 17 June which would not allow enough time for you to make your connecting flight to ******* ****** even though this flight was still at the gate it had closed.  Once a flight is closed we cannot accept any passengers because the adjustments take a disproportionate amount of time and we risk losing our take-off slot.  So I'm afraid it's not possible to accept late-comers for travel on our flights.  
  
  I see that we fulfilled our right to care and we provided you with hotel, meals and transportation vouchers for the evening of 17 June and rebooked onto an American Airlines flight for the following day to *******. 
  
  If you incurred out of pocket during the time you were delayed in ****** on 17 June, please send me clear copies of those receipts for my review and reimbursement consideration.  You can send them at *************** in the subject field include your case number ********* 
  
  My renewed sincere apologies for the disruption to your travel plans this past June.  Thank you for coming back to me and giving me the opportunity to respond further.   
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer Answer

  Date: 07/20/2023

  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]

   According to the attachments I have included I should be receiving compensation based in the fact that I reached my final destination over 12 hours past the original flight time  

   

   

   

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

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

• Initial Complaint

  Date:06/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Saturday June 3rd, 2023 we arrived From our flight ******, ***** with British Airway with only 2/5 of our luggages. British Airway have not informed us when our luggage will be recovered. We have spent $600 on transportation and a hotel for one night in *****, ******. Were not sure how much many more nights we need to stay in ***** before continuing our travel to Palestine Territories. British Airways have failed to provided us with neither a written statement in regards to reimbursement for having my 3 kids and I stay stay for unknown amount of days to wait on our 3 baggages and a written statement with a date and time of when we will receive our three baggages.

  Business Response

  Date: 06/26/2023

  The following email was sent to ************************* on 09Jun23:

  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 3 of your bags did not arrive with you and your family when you traveled with us to *****, ****** on 02 June. I have reviewed your delayed baggage report ********** and see that all 3 bags were delivered on 05 June.  Please accept my apologies for any inconvenience.  
  
  I understand from your correspondence that you stayed in a hotel in ***** while your bags were delayed.  Unfortunately I cannot consider paying for your hotel or cab expenses during that time.  Our right to care is to reimburse you for essential items you purchased while without your bags within reason and with proof of purchase.
  
  Therefore, if you did purchase any essentials please send me clear copies of those receipts for my review and reimbursement consideration. You can send them by email at *************** in the subject field include your case number 25054581. 
  
  If a payment is due, the fastest way to receive it is by bank transfer so when you send the receipt copies include the name of your bank complete account and ACH electronic routing numbers.   
  
  Thank you for getting in touch and giving me the opportunity to respond.  I look forward to hearing back from you soon.
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********
  

• Initial Complaint

  Date:06/05/2023

  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.

  Date of Transaction: 4/22/2023 Flight #: BA**** British Airways Lost Baggage Reference #: ********** British Airways Claim #: ******** Total Claim Amount: $1,671.27 USD (1.342.36 GBP)On 4/22/2023 I flew on British Airways flight **** from *********, ** to ******, ************** for business. I originally had booked my flight on Delta, however, due to flight delays they transferred my ticket to British Airways. The bags for myself and my travel companion were transferred by Delta to British Airways more than four hours prior to takeoff. Our bags did not arrive in ****** for five days. During this time I repeatedly tried to contact BA to inquire about the status of my bags and spent hours on hold and following up with them. They assured me they would cover the expenses incurred during this time. On 5/3/2023 I submitted a claim for my expenses incurred and have not received a single communication from them. I have repeatedly tried to call their customer relations number *************), however, there is a recording that states the phone lines are closed. This recording is the same regardless of the time of day or day of week. I have tried more than a dozen times. Their primary customer service number is also not functional. When I call ****************, the message states that due to high call volumes they cannot accept the call. I have also emailed repeatedly looking for updates on my claim and have yet to receive any response. I am requesting reimbursement for the costs incurred while my baggage was in BA's possession. I was in ****** for business and had to purchase clothing for the office as well as sundries and other items. The receipts for those purchases are attached.

  Business Response

  Date: 06/26/2023

  The following emails were sent to ***************** on 09Jun23:

  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.  Please accept my apologies for the delay in our response, unfortunately we are busier than usual at this time. 
  
  I am sorry your flights with Delta on 21 April were disrupted.  I understand from your correspondence that you and ********************* were rerouted onto our flight BA0272 to **************** for the same day.  You also mentioned that your bags did not arrive with you.  Please accept my apologies for this inconvenience. 
  
  Thank you for sending in copies of your receipts.  I am happy to reimburse you in full for ********GBP equal to $1,669.00USD.  The fastest way to receive our payment is by bank transfer.  Please send me the name of your bank complete account and ACH electronic routing numbers.  You can reply to me using the link below. 
  
  Thank you for getting in touch and 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 me your bank details. 
  
  I have requested a bank transfer of $1,669.00 in full settlement of your baggage claim with us **********.  This amount is payment in full for all your purchases and ************************* according the receipts you have submitted. 
  
  Please allow 14 to ************************************************************************************** ****. 
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:05/31/2023

  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.

  our British airway flights were canceled. (Myself wife and child) after a lot of communication and hard work we were put on a flight that worked out for us, since the flights British airways offered had very long stopovers. we are waiting for our compensation for the cancelled flights as to the European rule of canceled flights

  Business Response

  Date: 06/15/2023

  The following email was sent to ********************** on 01Jun23:

  Dear *****************
  
  Your response from British Airways
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have asked to respond to you directly.
  I'm sorry to hear your baggage was delayed and didn't arrive with you in ********. We don't underestimate the impact this had on your travel, especially as you had events planned during your time there.
  We're of course happy to reimburse the costs incurred to replace the necessary items while you waited for your baggage. I've raised a bank transfer of $566.35 as reimbursement of these costs. This payment should show in your nominated ***** account in **** working days. Please don't respond to this email in the next ***** hours, as this may delay the payment being processed.
  We take all reasonable measures to avoid cancelling a flight and well always consider if there are any alternative solutions available before we make a decision. Unfortunately, in this instance, we weren't able to find an alternative. 
  I've assessed your claim compensation and can confirm compensation is not payable in this instance. This is because your rebooked flight to ******** arrived 25 minutes earlier than your originally scheduled flight. To be eligible for compensation, your arrival would need to have been delayed by at least 3 hours.
  Thank you for getting in touch and, once again, please accept our apologies for your experience this time.
  Best regards
  
  ***********************
  British Airways Claims Investigations Specialist
  Your case reference is:********

  Customer Answer

  Date: 06/18/2023

  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:05/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked round trip airfare with British Airways at a cost of $896.78 for 5/5/23 and returning 5/19/23. On 5/5, I flew from ****** to ****** where the flight arrived ***** minutes late. Even though I cut to the front of the security line to make my connection, I was denied entry. I was told I had missed my flight and that I must go to the customer service desk for a new connecting flight behind 50 other people doing the same. Finally I was given a new flight. No mention was made of any long reaching repercussions. On 5/17, I checked on my return flights and there was no longer a record of them under my confirmation number. I called customer service several times and spent at least an hour on the phone with various representatives. They said that when I missed my connector, the subsequent flights were automatically canceled. Despite my arguments that I was rebooked, that missing the flight was not my fault, etc. they refused to rebook my flights or offer me any sort of refund over the phone. I was told that to make a claim for a refund, I had to go through the website and do it via email. I rightly assumed that this would not result in a ticket home by the end of my trip. I did not hear from them until I had been home several days. I booked a one way ticket to get home from Icelandair for $882.75. Initially, I simply wanted them to reinstate my ticket. When it was obvious that wasn't going to happen, I asked for a refund for the portion they cancelled. In my email exchanges, I did request a refund in the amount of my Icelandair ticket, which of course they refused. It appears that they are only offering the possibility of a refund for associated, prorated taxes and fees. What I would really like would be a refund for what I had to spend to get home, $882.75. If they offered to refund the portion of my round trip ticket that did not get used, I would probably accept that.

  Business Response

  Date: 06/15/2023

  The following emails were sent to ********************** on 02Jun23, 05Jun23, 12Jun23 & 13Jun23:

  Dear ***********
  
  Your feedback to British Airways
  Thanks for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to respond to you directly. Thank you for your patience while I've looked into this for you.
  I'm very sorry to hear that your flights from ******* to ****** were cancelled from your booking, when you travelled with ** recently. I understand that you had to purchase a new ticket with Icelandic Air. This certainly isn't what you should expect when you travel with **.
  From the information we have about your flight from ******, I can see that flight BA0212, was delayed on arrival at *************** by six minutes. I can also see that you missed your connecting flight to ******* on 06 May. As you originally had 80 minutes connection time at ***************, and the minimum connection time required is 60 minutes, you should have still had enough time to catch your flight to *******. I acknowledge that you were advised you had missed your flight once you had passed through security.
  I've checked your booking, PJ4AIX, and I note that our agent has rebooked you to travel to ******* on flight BA1486, on 06 May, at 19:05 local time. We've then rebooked you again, to travel on the earlier flight, BA1476. 
  When we've rebooked you on to the BA1476, we should have removed the later flight from your booking. However, as this didn't happen, and the flight was left in your booking, you've been marked as a 'no show' for that flight.
  When you have a 'no show' in your booking, all of the unused flights in your booking are cancelled. I'm very sorry for the error, and the inconvenience caused to you.
  I would like to settle your claim for your Icelandic Air ticket as quickly as possible. I note that you paid $882.75 for your ticket. I can see that a refund of your original flight was processed for you on 30 May. The amount of your refund is $74.15, and you'll receive this to your bank shortly. Therefore the amount I will pay you is $808.60.
  The best way to settle your claim is by bank transfer and it would be helpful if you could send me the following information:
  
  
  Bank name
  Branch name
  Bank country
  Routing number (9 digits - please provide the paper and electronic sort code)
  Account number (up to 17 characters)
  
  
  You can send ** 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 ** all your information at the same time.
  
  I look forward to receiving your bank details and arranging your payment.
  We don't underestimate how difficult your experience was. A copy of your feedback has been sent to our Management team. We'll use this to help ** to improve our service.
  Once again, we're sorry that we've let you down on this occasion. We are well aware that you have options when it comes to booking your flights. We hope you will continue to choose us. We look forward to seeing you again soon.  
  
  
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear ***********
  
  Your feedback to British Airways
  Thank you for getting back in touch with **.
  I appreciate your concern regarding my asking you to use the replyto.me.ba link, to send your bank details.
  Please be assured that the link is secure and we don't share your details with any outside organisations. You can send more than one reply to send your bank details to me if you prefer.
  I look forward to hearing from you.
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear ***********
  
  An update from British Airways
  I'm very sorry for the delay in replying to you. I can confirm that we've received your bank account information.
  I'll arrange a payment for you, and confirm the amount of the payment going to your bank.
  Please accept my apologies once again for the delay in responding to you.
  If you have any further queries, please don't hesitate to get in touch using the blue link below.
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear ***********
  
  An update from British Airways
  Thank you for send me your bank details.
  I can confirm that I've raised a bank transfer for you today for $808.60 using the bank details you've provided. This amount should reach your *************** account shortly. Please don't respond to this email for ***** hours, as this may delay your payment processing.
  Once again, we're sorry for your experience this time.
  We hope to welcome you on board again soon.
  Best regards
  
  *****
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 06/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  It took a month from when I first complained to them, and took a formal complaint through BBB in order to get them to finally acknowledge that they indeed did make a mistake.  The whole problem could have been rectified when I called them about my missing return flights.  If a phone agent had understood/seen/acknowledged the mistake and helped me make new reservations, I would have been a satisfied customer and made it home without having to shell out and additional $888 for a one way ticket on a different airline.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:05/23/2023

  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.

  baggage delayed: when we arrived to *********** on a British Airways flight, our luggage was delayed. They promised to deliver the next morning however it only arrived late evening. we did not have our belongings needed.(myself, husband and childs) we had an event that night and the next day. we made purchases for necessary items that we were missing. I am waiting for a refund. In the airport a member of British Airways said we will recieve refunds for whats purchased. A claim was made to B.A. but they never responded. I believe you will be able to help us. thank you

  Business Response

  Date: 06/07/2023

  The following email was sent to ********************** on 01Jun23:

  Dear *****************
  
  Your response from British Airways
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have asked to respond to you directly.
  I'm sorry to hear your baggage was delayed and didn't arrive with you in ********. We don't underestimate the impact this had on your travel, especially as you had events planned during your time there.
  We're of course happy to reimburse the costs incurred to replace the necessary items while you waited for your baggage. I've raised a bank transfer of $566.35 as reimbursement of these costs. This payment should show in your nominated ***** account in **** working days. Please don't respond to this email in the next ***** hours, as this may delay the payment being processed.
  We take all reasonable measures to avoid cancelling a flight and well always consider if there are any alternative solutions available before we make a decision. Unfortunately, in this instance, we weren't able to find an alternative. 
  I've assessed your claim compensation and can confirm compensation is not payable in this instance. This is because your rebooked flight to ******** arrived 25 minutes earlier than your originally scheduled flight. To be eligible for compensation, your arrival would need to have been delayed by at least 3 hours.
  Thank you for getting in touch and, once again, please accept our apologies for your experience this time.
  Best regards
  
  ***********************
  British Airways Claims Investigations Specialist
  Your case reference is:********

  Customer Answer

  Date: 06/08/2023

  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:05/15/2023

  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.

  My wife and I purchased British Airways tickets ************** and ************** on Friday, January 13, 2023 with a cost of $1,560.00. The trip was from ******, ** to ******** via ******, and returning via to ***** via ******. The tickets were purchased non-refundable, but with the option to change dates, valid until January ****, as stated on our e-ticket receipt. No matter how much we have tried to resolve the issue through customer service or customer relations, via telephone or email, our efforts have been fruitless. No one has acknowledged our right to reschedule our tickets.Besides the number of our tickets (************** and **************), the trip reference is ******.

  Business Response

  Date: 06/01/2023

  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 that you and your husband came down with Covid a few days before your planned trip to ******** and unable to travel this past March.  Unfortunately we are no longer offering eVouchers for cancellations due to Covid on non refundable tickets. 
  
  I have reviewed your booking ****** and see that your tickets were refunded per the fare rules. When you cancelled and requested the refund your tickets were refunded correctly.  Since the fare you had purchased was non refundable with penalties your refund was minimal and you cannot rebook as there is no credit to use. 
  
  I understand your attempts to reach us were unsuccessful 3 days prior to your travel, however in order to have kept the booking open with the option to rebook at later date was to speak with one of our agents. 
  
  As an exception and goodwill gesture, I have arranged a $900 eVoucher ($450 each) to offset some of your loss. 
  
  I've included your eVoucher details below with a link to some helpful information about how you can use it:
  
  
  ******** ******* ************** ***** ****** ****** ****** ******* ***********
  
  
  If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to:
  
  ************************************************************************
  
  Thank you for getting in touch and for giving me the opportunity to respond.  We look forward to welcoming you and your husband on board one of our flights soon.   
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:05/15/2023

  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 purchased a first class ticket on BA 280 on 4 Mar 2023, record locator *****I. My flight was cancelled and I was re-routed to American Airlines Flight 136 seat 7D, which is business class. Had I purchased a business class ticket instead of a first class ticket, it would have been $1750 less. I took a screenshot of the difference between a one way first class and business class ticket the day I purchased it because I only get reimbursed for a business ticket but I purchase a first class ticket, so I know the exact amount of the difference on the day I purchased it: $1750. I would like to be reimbursed $1750, not $154 which is absurd. OR I would like an automatic upgrade to first class the next time I purchase a business class ticket, which will be in October of 2023. I was told when I was downgraded that British Airways would automatically reimburse me not only the downgrade amount (which must be more than $154) but also an additional 75% of that differential to compensate for the last minute inconvenience. I feel like I have been cheated out of $1596. Though I clicked refund below, I would be equally satisfied with a complimentary first class upgrade from a business ticket in the future. I submitted several requests through British Airways complicated online system. At first they were rejected. Then I finally got someone on the phone. He told me a different place to request reimbursement. I was finally reimbursed on April 28th, 2023 for $154 from seating claim incident ************** It is nearly impossible to speak with someone at British Airways who can help me resolve this issue and I am not willing to spend an hour on the phone chasing down unsatisfactory answers.

  Business Response

  Date: 05/30/2023

  The following email was sent to ******************************** on 26May23:

  Dear *********************
  
  Thank you for contacting the Better Business Bureau.  A copy of your correspondence has been sent to Customer Relations and we have been asked to respond to you directly.
  
  I am sorry that our flight BA0280 was cancelled for travel on 04 March 2023.  I see you were originally booked in our First class cabin but rebooked in Business class on ******** Airlines flight **** the same day to ****************.  
  
  I have sent your ticketing details to our Refunds team for their review.  I will be in touch with you again as soon as I hear back from them. 
  
  The refund of $154.00 you mentioned having received was for the preselected seat you had chosen on our flight BA280.   
  
  Thank you for getting in touch and for giving me the opportunity to respond.  We look forward to welcoming you on board one of our flights again soon.  
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:05/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/11/23 and 5/12/23 I transferred points from my Chase Sapphire Preferred card to British Airways in order to book my flights with those points. They will not let me redeem all of the points towards the flight, nor will they transfer the points back. They were able to take the points instantaneously, but now they will not return them to my credit card.

  Business Response

  Date: 05/30/2023

  The following emails were sent to ********************* on 19May23 & 24May23:

  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 the Avios you transferred over to your ************** account cannot be transferred back to your Chase credit card where they originated from.  Customer Relations is a post travel department and we do not have access your ************** account to assist with your request. I am sorry.
  
  I have forwarded your complaint over to our ************** team who will either contact you directly or reply to me in which then I will be in touch with you again.
  
  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 *******************
  
  Thank you for getting in touch with us about converting your points from Chase to Avios.
  
  I am sorry you were disappointed with the service you received from us. It is always a concern when we have not met our customers expectations and I would like to apologise for this.
  
  We recognise it is vital to maintain high standards and continue to deliver value for money as part of our commitment to remain a full service airline. This includes delivering world class service consistently.
  
  Unfortunately we cant re-credit points from your ************** account to Chase as once points have been transferred to Avios, the action cant be reversed.
  
  We do recommend our members check our Terms and Conditions, which are available online at ******, to check flight availability and redemption fees, before converting rewards from affiliated partners.
  
  You can find out more about earning Avios with our ************** partners and see the full terms and conditions of the ************** on ******
  
  I hope this information has been helpful to you.
  
  **********************************************************
  
  Best regards
  
  *****************************
  British Airways **************

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flight from ***-*** via ******** on June 24, 2022. *** flight delayed on the runway. BA rebooked my connecting flight to *** because they determined there wasn't enough time for ** to make our connection. It was our honeymoon and we booked business class flights. There was only 1 business class seat on the new flight, so one of ** flew coach. They did not issue a refund. They said to go through AMEX since I booked the travel with them. AMEX requested a refund from BA months ago and it hasn't been received. Additionally, we arrived at our destination 7 hours later than we were supposed to. Per BA policies, my husband and I are owed 600 euros each. I submitted the claim for the delayed flight on 6/28/2022. I have called customer service repeatedly and have been promised a response within 48 hours and have not received one. I have submitted numerous follow *** to my claims via the BA website, with no response. I have contacted them on ******** they asked for my info and then never called me. On top of all this, they lost my baggage for 5 days.

  Business Response

  Date: 05/30/2023

  The following email was sent to *************************** on 23May23:

  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 flight was delayed from *********** to *************** on 24 June 2022.  There was a problem with transferring baggage from one aircraft to another that evening. This service is provided by a third party and are not British Airways employees so we had no other option but to delay your flight. 
  
  We take all reasonable measures to avoid disruption to a flight and we always consider if there are any other alternative solutions before we make a decision. The delay was out of our control and caused unforeseen disruption to our schedule so your claim under ** regulations for compensation of 520 GBP is denied.
  
  If you purchased food or beverages while you were delayed at the airport that evening please send me clear copies of those receipts for my review and reimbursement consideration by email at *************** in the subject field include your case number *********   
  
  Thanks again for following this up with us. Please feel free to contact us if we can help you any further and I hope we have the chance to welcome you on board again soon.
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********