Complaints

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

close

Find a Location

British Airways has 27 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  British Airways

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

• 

  British Airways

  1830 K Street NW Washington, DC 20006

• 

  British Airways

  238 Lawrence Ave South San Francisco, CA 94080

• 

  Open Skies, Inc.

  6322 S 3000 E Ste 150 Salt Lake City, UT 84121-6921

• 

  British Airways

  100-4120 Yonge Street North York, ON M2P 2B8

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:05/11/2023

  Type:Customer Service 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.

  5.10.23 Called British Airways ************** to add mobility assistance to add mobility assistance to a flight booked through British Airways but being operated by SA - the note on the website said to contact British Airways directly in order to make this happen. ****** #**** said he could not do that that I would have to call SA Link directly in order to do. The other issue I had was that I had separately booked the connecting flight from ****** to ****** and I wanted to ensure that the bags could be checked all the way through from ********. ****** said he thought this was impossible and could not transfer me to anyone else who might have more information. Not a supervisor and not a colleague.I called back and spoke with a female who didn't seem to understand that I was a registered user on my clients account and proceeded to hang up on me when she put me on hold to "check the account". I called back and spoke with #**** ******** and explained my problem to her. She put me on hold to see if she could link the account and put me on hold - she said she couldn't. I asked to speak with a supervisor - she said couldn't do that either. Finally I was transferred to a supervisor ***** #**** who after a lot of back and forth about how I should address him because he is very important FINALLY told me that the bags could be checked by speaking with the gate attendant upon check in. British Airways ************** customer service is shameful - I apparently know their systems better than the people they have in call centers answering the phones. They should make the website more functional or actually train and PAY people to do this. I always get different answers from different people and in some cases I get outright lies because they can't be bothered to help fix the problem.I would like British Airways to confirm that the bags can be checked all the way through. Thanks

  Business Response

  Date: 05/30/2023

  The following email was sent to ************************************** on 16May23:

  Dear **** ****
  
  Thank you for your recent correspondence sent to the *************************** dated 11 May 2023.  We have been asked to reply to you directly to address your concerns. 
  
  I see you have been in touch through the BBB before and I responded to you in October 2022 and 02 May 2023. Each time you have been in touch you have not given any flight details, ticket numbers or booking reference numbers in order for me to review.  
  
  My attempt to discuss this matter with you by phone today was unsuccessful and since you did not give me a good time to call you back to discuss this, hence the reason for my email instead.   
  
  In regards to your latest correspondence, you mention you have been trying to arrange assistance with one of our agents for a flight operated by SA and our agent would not put in that request for you.  
  
  Please allow me to explain, it is the responsibility of the operating carrier of your flight to arrange any assistance needed whether it's onboard or in the airport.  So if the flight you are booked on is operated by SA, you need to contact them and they will put in the request with the company they have a contract with for assistance at the airport you are departing from and arriving to. 
  
  In addition, you mentioned that you are holding a separate ticket from *************** to ****** and wanted your bags checked through from your ******** flight.  Again, you did provide any flight details, ticket number or booking reference numbers, so all I can tell you is that our agent was correct when you were advised that you would need to pick up your bag and recheck it in with the next carrier. Because you have two separate tickets it's two separate contracts.  You could ask the check in agent of your first flight if they would through check your bag, but there's no guarantee they would and most likely will not be done.  
  
  I know this is not the answers you were hoping for and I am sorry for any further disappointment. 
  
  Thank you for getting in touch again and for giving me the opportunity to respond. 
     
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:05/09/2023

  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 have been bumped on phone and in emails. And the problems have not been resolved:1. Online you always get an error. Please change my email address from ************************ to *************** (Member No: ********).2. Also, please reply to this complaint to *************** (because the old email address ************************ is not working).3. I dont have a job & cannot afford to travel at the current time. Please extend the expiration of my ****** points from expiry date of 3 June, 2023, for 3 years?

  Customer Answer

  Date: 05/10/2023

  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:05/09/2023

  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.

  We purchased the tickets for my son, my wife and I, 3 of us for going to ********* on Apr 27th. On April 5th, 2 weeks before our departure we received an email from British airways stating our flights were cancelled given no reason, asked us to rebook or get a refund. We lost a bunch of money on hotels and car rental booked for *********. Long story short, we rebooked the flights for May 8th, a few days before the departure my son got sick, so we desperately tried to contact British airways in any possible way, by phone at least 10 times, unable to reach a person, by chat at least 15 times, not able to reach anyone. In the end we had to try to fill a complaint through their online form and message them on their ******* account. Finally after a day, they answered and stated that we could change, but had to pay for the difference. They had a different person answering each time, we agreed to pay and change. Then we got the message on ******* from ***** stating they couldnt change the flights, it was departed. We desperately tried to contact them in any possible way, not able to get anyone. Finally a couple days before the departure, we were able to reach someone on *******, but not only no apology, but also did not care to do anything for us. We spent days and hours trying to reach anyone to help, the worst airline Ive ever dealt with. The booking reference number is ******.

  Business Response

  Date: 05/30/2023

  The following email was sent to ******************************* on 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 you and your family were not able to travel on 08 May 2023 as planned and were unable to reach us and advise us you would not be traveling. 
  
  I have reviewed your travel record ****** and see that there was communication with one of our agents on 08 May however, too late because a no show entry had already been automatically entered into your travel record and once that happens no changes are permitted.
  
  I have sent the details of your tickets over to our Refunds team for them to refund per the fare rules of the fare you purchased.  I will be in touch again with you once I hear back from them. 
  
  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: 06/04/2023

  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:

  They did not book me a new flight or issue a full refund. I lost about 700 dollars.

   

   

   

   

  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 02Jun23 & 21Jul23:

  Dear ***************
  
  This email is a follow up to the one sent on 24 May.
  
  I have been advised by our Refunds team that a total refund amount of USD 847.00 against your tickets ********************, was processed today back to the original form of payment which was a Mastercard card ending in ****.  Please allow up to one full billing cycle for the credit to post. 
  
  Thank you getting in touch.  We hope to welcome you and your family on board one of our flights soon.
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

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

  Dear ***************
  
  This email is in response to the latest correspondence you sent to the Better Business Bureau dated 19 July. 
  
  I have reviewed your family's travel record ****** and taken all you have told us into consideration, our position on your claim for a full refund of your family's tickets will not change.  You were refunded correctly, per the fare rules of the fare you agreed to.
  
  As I explained in my email sent to you in May, although you were in contact via ******* with one of our agents on 08 May, you were too late because a no show entry had already been automatically entered into your travel record and once that happens no changes/or re-instatement of flights are permitted, the tickets become void.  
  
  I am sorry you are unhappy with the refund amount you received, however the fare you had purchased was restricted with penalties.
  
  As a gesture of goodwill to offset some of your loss, I have arranged an eVoucher in the amount of $450 ($150 x 3).  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:
  
  ************************************************************************
  
  Please note that the eVoucher must be redeemed by the expiration date but travel can actually start 11 months later.
   
  Thank you for coming back to me about this.  We hope this decision will not deter you from traveling with us in the future.  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:05/08/2023

  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.

  BA Flight Confirmation Number: ****** ****** policy states that in case a passenger misses connecting flight, BA will automatically rebook to the next available flight. ** did not follow this policy and asked me to buy tickets for the missed connection on my own. My family with young kids and I faced a highly stressful situation at ****************, where we missed our connecting flight due to the lack of assistance from the airline.Due to BA flight (BA 284) arrived late at **************** from ************* and a longer travel distance between the arrival gate and the connecting flight departure gate, and a delay at the security line at **************** traveling with two young kids: a 7-year-old and a 10-year-old, the connecting flight (BA 652) to ********* departed without us on board. We approached the British Airways customer service desk for assistance but were met with a highly unhelpful and dismissive attitude. Despite our repeated requests for assistance, the British Airways representative refused to book us on another connecting flight and instead, asked us to purchase another set of tickets to go to Santorini. We were left stranded at the airport for several hours, with no assistance or support from British Airways, until we finally managed to secure an alternate flight with ****** Airlines. This caused us a great deal of inconvenience, stress, and expense, not to mention the distress my young children experienced during the ordeal. Attached is the invoice for our out-of-pocket expense due to BA personnel not following BA policy.

  Business Response

  Date: 05/24/2023

  The following email was sent to ******************* on 17May23:

  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 family missed your flight to **********  I can certainly understand how upsetting it must have been especially as we could not offer you another flight. 
  Your ************* flight BA0285 arrived only 8 minutes late into **************** which gave you an hour to make your flight to ********* BA652 which is the minimum connection time needed. 
  
  You mention that the lines were long at security which caused you all to miss your flight. Please note that the security agents are not British Airways employees so we cannot control how they manage their lines.   
  
  There are notes in your booking that our agent in ************************ did try and get you seats on another flight that day but was unsuccessful. 
  
  I understand you purchased new one way tickets with ****** Airlines and are asking for reimbursement of ******** EUR which I cannot comply with, I am sorry.  Please contact your travel insurance company as you may be covered under their policy for this.
  
  Please contact your travel agent for any refund due on the **************** to ********* coupons on your family's British Airways tickets.  They will need to process whatever refund you are due.  If they are unsure how to proceed direct them to call our Travel Trade team for guidance.   
  
  I know this is not the answer you were hoping for and I am sorry for any further disappointment.  Thank you for getting in touch and for giving me the opportunity to response. 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:05/01/2023

  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 have lumbar radiculopathy (Sciatic Nerve) damage in my spine. This is a chronic condition and comes on over a long period of time. As time goes by it may worsen because it is deterioration of the bone condition. On or about April 10, 2023 the condition took a turn for the worse. I began to feel more pain and moving pain. By the 26th of April 2023 the pain was so severe that I am bed ridden. When the spine pinches a nerve the condition is debilitating and last for undetermined lengths of time. At the time I bought the ticket I was able to get some relief through pain medication and a steroid spinal tap but that no longer works. I am presently considering a back operation in the hopes of some kind of relief. I am bed ridden and know that I will not be able to get the operation and recover before this trip is scheduled. So please help me to work through this so that I do not have to suffer this kind of economic loss due to a medical condition. The nightmare of pain and suffering escalates with the breech of contract for refund by British Airlines. I always buy Cancellation Protection but it is not being honored even with a doctor's ******* I have been pursuing this cancellation and refund for several days and British Airways goes back and forth with Justfly saying it is the others fault. This is a classic example of a scam. About an hour ago I filed a BBB claim against the partnering travel agency (Justfly). I have over $11,000 being stolen by rogue companies.

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday I reserved four tickets through the British Airways website. The booking used three e-vouchers and I paid a balance on my credit card. I received an email immediately notifying me that the e-vouchers had been used, and my credit card has a pending charge of $2,887.00. BUT: I did not receive a booking reference, nor was I issued tickets. I got an error screen as I finished the booking. The screen prompted me to return to the main menu and rebook. I tried to do this last night. However, my vouchers now say they have been used, the flight price has increased since I booked, AND my credit card shows a pending charge of $2887. For two years I sought a refund for the flight instead of the vouchers because we couldn't travel as a result of *****. I was told by multiple customer service reps that because the flight had been cancelled that I was legally entitled to a refund, and that they would begin issuing refunds in October 2021. Then in mid 2022 I called again, wondering where the refund was. Again, "they'll be issued in the next few months." Then in late 2022 I called again, and this time, the rep said "You have been given incorrect information, we're not refunding evouchers."I called customer service this morning, and they told me "there is nothing we can do," that the vouchers have been used, that I need to rebook, but that they can't reissue evouchers, and that they can't honor the flight price that I booked under and was charged for. This is beyond infuriating. These vouchers were granted during the ***** pandemic, and now that I'm trying at long last to use them for a long-awaited bereavement trip to pay my respects to my grandfather who died in the ***** pandemic, I'm being told by British Airways that there's nothing they can do to fix a technical glitch. Of course, there's no manager you can speak to, there's no way to honor a flight price I booked under, and there's seemingly no interest in resolving a critical bug in their booking system.

  Business Response

  Date: 05/10/2023

  The following email was sent to *********************************************** on 04May23:

  Dear *************************
  
  An update from British Airways
  
  We're very sorry about the problems you've had trying to use your vouchers and making a new booking. We're also very sorry to hear you were misinformed about a refund of the vouchers, and we understand why you needed to let ** know about it. We'd also like to thank you for your patience while we got back to you about this.
  
  I have looked into the status of each of the vouchers linked with your email address, and I can see that they have been used on a new booking. The booking reference for this is ******, and has flights from ************ to ********* and returning for four passengers. You can look at your booking on ****** under Manage My Booking. All of your vouchers have now been used on this booking reference.  
  
  Please let ** know if this is the correct booking you were trying to make. We understand there can be problems with our website from time to time, so thank you for letting ** know about this problem. I've shared your comments with the relevant team who will use them to help improve our services for the future.
  
  If you encounter any problems with making a new booking in the future, please don't hesitate to call our Sales line on ************** if you're calling from ************. Our agents will be able to assist you in making any new bookings. 
  
  Once again, please accept our apologies for your experience this time. If you need any further information, or I can help with anything else, please use the blue 'reply to me' link to respond to me directly.
  
  Best regards
  
  ******
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:04/25/2023

  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 was among the thousands of people we had lost bagged summer 2022 from ***** to ****** . *** made numerous attempts in submitting Lost baggage claim through British Airways since my flight to ***** since JUNE 16,2022. Flight ******* << Claim started July 9,2O22 #******** >> Ive submitted 3 online claims through BA website , 50 +more individual submissions to online HELP contact form , 3 faxes of documents with receipts for support to ************ & called with NO RESPONSE AT ALL . Im disappointed & disgusted with the lack of contact as my bags were lost for 46 days and had no clothes for my 12 day trip . I purchased **************** with airline & with cruise and its ALMOST 1 YEAR LATER with no resolution!!!!! I just want to be contacted & want my rightful compensation for items purchased abroad . Please help me !!! I dont know what else to do

  Business Response

  Date: 05/10/2023

  The following emails were sent to *********************** & ******************** on 10May23:

  Dear ******
  
  An update from British Airways
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have asked to respond to you directly.
  I'm sorry to hear your baggage claim has yet to be dealt with. We know this isn't the level of service you expect from **.
  Due to the issues you've faced, and that we've been unable to locate your baggage, please provide details of the items you purchased in ***** and the items in your baggage. We'll then settle your claim as soon as possible without any further attempts to upload receipts.
  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 (** 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. 
  Thank you for contacting ** and, once again, please accept our apologies for your experience this time.
  Best regards
  
  ***********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

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

  Dear ********* *******
  
  An update from British Airways
  Thank you for getting back in touch with **.
  Due to the issues you've faced, and that we've been unable to locate your baggage, please provide details of the items you purchased in ***** and the items in your baggage. We'll then settle your claim as soon as possible without any further attempts to upload receipts.
  Thanks again for contacting **.
  Best regards
  
  ***********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 05/31/2023

  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:04/19/2023

  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 booked a flight directly with British Airways, confirmation number ******. For the return portion of the trip, flight **** on November 7th, 2022 was delayed to the point that I would've missed the connecting flight. I called in to the customer support line and I was told that I would need to contact ******** Airlines, who was the carrier of the flight. I did so and was told that there were no other flight options to get me to my destination (VIE) on time. Their only solution was rebooking me on a flight 24 hours later. Unfortunately, this was not an option because that would've made me subsequently miss a meeting in VIE and also a subsequent flight to ********. They told me that the gate agents would potentially have access to other flight options. When I got to the gate, I was told that they actually had less available options that the phone customer support. I ended up having to book a different flight for $1200+ to get to VIE. When reaching out to ******** Airlines afterwards, I was told that British Airways would be responsible for refunding the unflown part of the ticket. When I contacted British Airways, their hone lines were all "closed". When I submitted the form online, I was told that ******** Airlines was responsible for the refund. I explained that I made the booking through British Airways and that their response seemed inaccurate based on their own policy. They refused to assist and continued to direct me to ******** Airlines. I contacted ******** Airlines again and they were adamant that British Airways was responsible and submitted their own ticket. I then heard back from British Airways saying that they looked up my flight and that it wasn't delayed at all. This is massively incorrect assertion and I have proof to the contrary. I have spent over 4 months trying to get this resolved through numerous phone calls to the remaining open departments since the customer service line has remained closed.

  Business Response

  Date: 05/11/2023

  The following email was sent to ******************** on 10May23:

  Dear ***************
  
  Your response from British Airways
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have asked to respond to you directly.
  I'm sorry to hear of your experience when travelling to ******, and that your case has yet to be resolved. We know this isn't the level of service you expect from **.
  As previously advised by our Customer Relations team, you'll need to contact ******** Airlines directly for your compensation claim. This is because they operated flight BA6958/AA2905 from ***** on 07 November.
  I've contacted our Refunds team to have a refund of your unused flights processed. This payment will be made to your original form of payment as soon as possible. However, we're not able to reimburse the cost of the alternative flights you booked.
  Thank you for contacting ** 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: 05/11/2023

  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:

  A refund was provided in the original currency (******** Pounds). If your company processed the refund when I originally requested, then this would not have been a problem. Unfortunately, that currency has depreciated roughly 35% during the time your company failed to provide a timely refund. So now because of the delay that your company caused, my refund is almost $150 less than what it should be. From what I was told by a member of the reservations team, this would have to be compensated through customer relations and not the refunds department. It is not my fault that so much time has passed while I have been actively trying to get the refund. I believe the exact amount is slightly above $141. Please issue this as either a cash voucher or flight voucher. 

   

   

   

   

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

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

  Business Response

  Date: 05/18/2023

  The following email was sent to ******************** on 16May23:

  Dear ***************
  
  An update from British Airways
  Thank you for getting back in touch with us via the Better Business Bureau.
  I'm sorry the delay to your refund being processed has resulted in the refund amount being less than you expected. All refunds are processed in the original currency purchased and back the original form of payment. I'm afraid we're not able to issue further payments to cover the difference in currency fluctuations.
  However, we know this experience hasn't met the standards expected of ** and, as a gesture of goodwill, we'd like to offer an eVoucher for $150.00. Please find the details below:
  
  
  eVoucher number: **************
  Name: ******
  Value: $150.00
  Expires: 15/05/2024
  
  
  There are full details about how to use this here.
  Thanks again for contacting **. 
  
  Best regards
  
  ***********************
  British Airways Claims Investigations Specialist
  Your case reference is:********

  Customer Answer

  Date: 05/18/2023

  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:04/18/2023

  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 am looking for the BBB to help with getting my airfare refund from British Airways. Record Locator ****** I originally booked a trip through Expedia from ******* *** to ****** March 24-March 31st 2023. The flights were booked on ******** Airlines/British Airways. Our return flight AA **** from ************ to ******* was cancelled due to severe weather and they were unable to rebook ** for a flight until two days later which was unacceptable.I contacted ******** Airlines for refund request as the flight which was cancelled on their carrier. ******** Airlines told me that because our original flights were booked through British Airways that British Airways would need to issue the refund. I also contacted Expedia to help me with getting my refund through British Airways. I have also attempted to reach British Airways regarding my refund and have not received resolution. Please see my attached documentation to support my complaint.Sincerely,*****************************

• Initial Complaint

  Date:04/14/2023

  Type:Service or Repair 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.

  On 2/5/2023 British Airways charged my card ending in **** in the amount of $1,608.17 exactly half the original amount of $3,216.34. This charge was for booking UKUPWV which was canceled in 2022 and FULLY refunded albeit it months later in 2022. Upon calling British Airways on 2/5/23 I was told it was an error and I shouldnt have been charged; please allow **** business days for investigation. I opened a dispute with my credit card and on 3/7/23 British Airways responded stating they sent a refund already to the card ending in **** this caused my bank to reverse the credit. This is not my account ****** nor was it the account used at the time of booking nor does it even belong to me. Attempted several times to contact BA to no avail. Sent a complaint online and messaged vis ******** to no avail. Contacted British Airways on 4/13/23 and was told they made a mistake and Im due a refund, but they would need **** business days again to investigateat this point its been over 2 months and I still have not gotten any of my money back from them.

  Customer Answer

  Date: 05/08/2023

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