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:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a rental car through british airways booking ref ****** picking up on 06/04/25 and dropping back 06/15/25. I called to changed the date to 06/05/25 and BA wanted over ******gbp in fee's to remove one day off the booking. I was astounded and disgusted by these junk fee's which under the ***'s junk fees law is illegal here in the ***, the booking country which is where the laws apply.

  Business Response

  Date: 03/12/2025

  The following email was sent 12Mar25:

  Dear ** **************
  
  Your feedback to British Airways
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly.
  
  We're sorry to hear about the issues you've raised and we understand why you needed to let us know. Wed also like to thank you for your patience while we got back to you.
  
  I've consulted with the BA Holidays team and there would be a cost of ****** to change the date of your car hire. If you wish to ammend or cancel the booking you would need to contact our BA Holidays team and they will be able to advise you further.
  **************
  Daily : 07:00-01:00 EST
  Thanks again for getting in touch with us so we can look into your concerns.
  
  Best regards
  
  **** 
  ******* ******* ******** *********
  **** **** ********* *** ********

  Customer Answer

  Date: 03/20/2025

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

  British airways is trying to charge junk fees to simply remove one day from my car rental booking. Nothing is being added, I am simply picking up the vehicle the following day. These fees are against the **** rule on unfair or deceptive fees, which apply to the travel industry. 

   I request that British Airways totally refund the entire booking, including not just the currency, but the avios used in this booking also, or simply just advise **** that the vehicle is now being picked up one day later, since **** will not allow me to do this as I booked through BA.

   

   

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

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

  Business Response

  Date: 04/21/2025

  The following email was sent 14Apr25:

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

  An update from British Airways
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly.
  We've consulted with the BA Holidays team and requested for the change to be made without charge on this occasion. They have confirmed they have consulted with you and the booking has been amended to suit your new itinerary.  
  Once again, please accept my apologies for this experience and thank you for letting us know. 
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference is:********

• Initial Complaint

  Date:03/01/2025

  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 used the British Airways shopping portal to make a purchase on Jan 16 2024 and did not receive my ****** Avios from the shopping portal. I filed an inquiry on Apr 21 2024 as the terms stated that I had 6 months to file a missing Avios inquiry. I received a confirmation email from ******************************************* with case number ******** and a promise for a response to be received within 28 days. I followed up several times with no response, and finally on Feb 21 2025 was advised by ****** *** that I filed my missing Avios inquiry too late. However, she did not quote the correct timeline as Apr 21 2024 was within 6 months of Jan 16, my initial purchase date.I have waited 14 months and have yet to see my Avios. I expect my Avios to be credited as soon as possible.

  Business Response

  Date: 03/17/2025

  The following email was sent 13Mar25:

  Dear ** ******** ***************** ************* ******* *** **** ****** An apology from British Airways
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and weve been asked to respond to you directly.
  We're sorry to hear that you didn't receive the Avios you were supposed to when making a purchase through our estore. This isn't what you should expect, so we understand why you needed to let us know. 
  I can see from your comments that you have since tried to make a claim for these missing Avios but have been advised that this claim was raised outside of 90 days therefore cannot be honoured. As you rightly pointed out, any missing Avios from estore purchases can be claimed up to 6 months after the purchase date. Therefore, I'm happy to credit the ****** Avios to your ************** account. These will show immediately in your statement as 'Avios Adjustment'.
  Once again, please accept our apologies for your experience on this occasion and for the delay in resolving this for you. We hope to welcome you on board in the near future.
  Best regards
  *****
  British Airways Customer Relations
  Your case reference is:********

• Initial Complaint

  Date:02/25/2025

  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.

  A couple flights were booked then canceled within 24 hours (main reason for cancelation was actually issues with BA website that resulted in double bookings- but that's a minor complaint compared to my bigger issue). The website as well as chat agents state that anything canceled within 24 hours is entitled to a full refund, not partial. For a couple of these flights I had paid to select seats and for baggage as well. I don't know what I was refunded for- as none of my charges match the refunds, but I have had to contact their customer service multiple times only to be told a couple refunds for seats/baggage didn't go through and they would resubmit. I am currently still waiting on an additional $150.99 in refunds, I've attached screenshots of all my BA transactions:Green: only amounts I should have been charged, was canceled once and re-booked, so the 4 charges offset the two refunds; however, I only paid for one bag and didn't receive a refund for the second bag charge. Red: amounts I am entitled to a refund for, they total $461.16 Yellow: refunds I have received so far, at least 3 were after contacting customer service and them "manually resubmitting", they total $310.17 This leaves a difference of $150.99 I am still waiting on, no refunds match amounts charged so I don't even know what transactions I am waiting for. When I contact them I either receive no reply at all, am told to submit a research request- which was closed with no resolve/reply, or am asked for the flight numbers associated with the charges, which I have no idea because their charge/refund system is so chaotic. After my first cancellation I was assured by an agent I would be refunded for everything, including seats and baggage without further action needed by me. I have now contacted them numerous times and am no closer to getting my money back and am treated like it's my fault for not knowing the facts of what they did.

  Business Response

  Date: 03/12/2025

  The following email was sent 11Mar25:

  Dear *** ******
  An update from British Airways
  
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly.
  We're sorry to hear about the issues you've raised and we understand why you needed to let us know. We'd like to thank you for your patience while we got back to you.
  I've consulted with the Refunds team regarding the bookings and the duplicate reference ****** hasn't been processed correctly, for which I fully apologise. 
  We've processed the outstanding payment of $457.30 to your card ending **** on 11 March. We request you to allow up to 10 working days for the payment to clear within the account. 
  Once again, please accept my apologies and thanks for letting us know.
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference is:********

  Customer Answer

  Date: 03/22/2025

  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:02/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight using avios and a companion voucher for travel in July. My wife is currently pregnant and we were advised to travel in June so that everything is safe. I contacted BA and spoke to **** on 2/18 and she confirmed I can use my companion voucher for a flight routed through ************* and she even created a temp booking - ******.However after confirming all my other travel details such as hospital visits, hotel etc. BA said I can't use my voucher on that flight since it includes ******************I understand but I was specifically told that I can and made arrangements as such.I also filed a complaint - ******** and there was no helpful response.I would like to change my YYZ - LHR - BOM flight to be in the second week of June so that my wife and baby are safe. Please help me.

  Business Response

  Date: 03/10/2025

  The following email was sent 08Mar25:

  Dear ** *********** ***************** ************* *****
  Your feedback to British Airways
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly.
  
  Were very sorry to hear about the issues you've raised and why you needed to bring this matter to our attention. Wed also like to thank you for your patience while we got back to you.
  
  Were disappointed we didnt meet our usual standards this time when you called to make changes to your booking. Unfortunately, you will have to call our Call Centres to make changes to the booking as we are a post-travel department. They will be able to advise on the availability of the routes and how to use the voucher.
  
  **************
  Daily: 07:00-01:00 Eastern Standard Time (EST)
  
  Once again, please accept our apologies for your experience this time, and thanks for letting us know.
  
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference is:******** 

  Customer Answer

  Date: 03/10/2025

  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:

  Transferring to other departments to solve an issue is the oldest trick to not solve a problem. 

   

   

   

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

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

  Business Response

  Date: 04/28/2025

  The following emails were sent 15Apr25 & 17Apr25:

  Dear ** *******
  An update from British Airways
  
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly.
  We've reviewed the details on your booking ****** and the medical policy has been applied to the booking and can see the dates have been changed from 9-12 July to ***** June, without charge as requested.
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference is:********

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

  Dear ** *******
  An update from British Airways
  Thanks for contacting us.
  I understand the request and if you require any changes to the booking, you would have to call the Contact Centres for assistance. They will be able to advise of the availability and calculate any cost of the change. Unfortunately, we're unable to change flights pre-travel through the Customer Relations department.
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference is:********

• Initial Complaint

  Date:02/19/2025

  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 6/11/24 I booked Round Trip flight from ****** to *************** for myself and my wife, ***** ********, for 12/16/24-12/23/24. In August of 2024, I was diagnosed with ***** * ********** ****** **** *********** for which there is no cure. I began chemotherapy In October of 2024, which continues to today. I am unable to fly as per my Oncologist at ************************. On November 1st, I initiated a call with the "Compassion" line at British Airways. On November 3, 2024, I sent the requested Medical documentation to BA, and received no response. I sent follow-up emails on 11/13/24; 12/1/24 with no response. I sent a written letter to British Airways Customer Relations at *****************************************, with no response.On 12/1/24, I filed a claim with ************************************* with whom we have a cancelation policy. Our policy number with Generali is: **********. Generali responded they cannot process our claim, until British Airways responds.Please advise on how to proceed. We need to get the claim processed with Generali, but cannot do so do to the lack of "compassion" and response from British Airways. Thank you.******* ********

  Business Response

  Date: 03/12/2025

  The following email was sent 06Mar25:

  Dear ** *********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
  An update from British Airways
  
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and weve been asked to respond to you directly.
  
  We're sorry to hear about the issues you've had obtaining the refund for your flight booking you made with us. This isn't what you should expect, so we understand why you needed to get in contact about this.
  
  I understand from your comments that you contacted us to let us know you were unable to travel on your flight booking due to an illness and wanted to begin the refund process. I can then see you were asked to submit documents. I can see from your booking that these have been received therefore, I have queued your booking for a full refund. Please allow ***** working days for this to reach you.
  
  Once again, please accept our apologies for your experience on this occasion.
  
  Best regards
  
  *****
  ******* ******* ******** *********
  **** **** ********* ***********

  Customer Answer

  Date: 03/12/2025

  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:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to work with British Airways since the incident occurred July 2023 however, after countless of unanswered attempts to follow up, I have come to BBB. My husband has had immigration issues with refused entry into the *** & cannot enter until he gets his green card, essentially making me a single mom ************ check-in, we found my sons return ticket was never issued. I provided my receipt from March but they still needed to call ticketing which took 2 hours. Since there was no bassinets available, I asked to upgrade to business or first for extra room with seats open in each. It took 45 min to get through and by then, all were sold out.The gentleman at the gate flags our Doona (which the desk told us was okay) to be checked. Then the seats were all taken on the bus so we had to hold our 6 month old while standing on the bus. The driver saw us with the baby & continued to push & demand more people on the bus. I explained how concerned I was about my babys safety and he didn't care.We waited 1 hr at *** and 2 hours on the tarmac due at EWR to a broken down Ethiopian plane in our gate w/no other gates were open. During this time we were not able to leave our ********** baby had soiled himself & was in need of a bottle.After waiting an hour+ at baggage claim, a woman from BA called my name due to lost luggage for the Doona. She kept telling me to head *********** would deliver it to my house when it arrives. I told her I live 2 hours away and the Doona is his a car seat. She didn't care, even when I told her it's illegal in ***I booked a hotel (which they said would be reimbursed along with food) since it's 2am (scheduled arrival was 10pm) & took him on the shuttle without a car seat.We waited until the next evening & never received our Doona so we bought a new car seat and went ******* not acceptable nor legal to allow a child to travel without a carseat. I would like full compensation of tickets, hotel, food, lost **************

  Business Response

  Date: 03/12/2025

  The following email was sent 06Mar25:

  Dear Ms *********
  
  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 to ****** was delayed when you and your family traveled with us on 01 August 2023.  I see that you have been in touch with us about this particular travel before and were replied to by my colleagues.
  
  You mention in your correspondence that your baby's car seat was missing when you arrived and for your child's safety you chose not to travel home that evening without it, so you stayed in a hotel and were told that we would reimburse you. 
  
  I certainly understand your concerns, however it's not our policy to provide a hotel while waiting for an item that was checked in. I cannot reimburse you for the hotel, meals and extra parking fees without the name of the agent in ************** who approved this. 
  
  When any baggage is delayed including strollers and car seats, it is our responsibility to arrange delivery to the address you provide us with when you are filing your report for the missing item. 
  
  You mentioned that your husband purchased a new car seat the following day and you are asking for reimbursement of $650.00.  Before I can consider reimbursement, please send me your delayed file number you were given at the airport that evening.  It would start out with *********** *5 digits to follow) along with a copy of the original purchase receipt for the missing car seat. 
  
  You can send all information requested to me by email at *************** in the subject field include your case number *********  
  
  Thank you for getting in touch.  I look forward to hearing back from you soon.   
  
  Best regards
  
  ********** *********
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:02/13/2025

  Type:Order 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 paid for specific seats 3 different times (window seats) which I never got. We were given isle seats and the last flight we were never given seats together. Additionally, British Airways had to cancel their flight due to mechanical issues with the plane, so I am requesting reimbursement for taxi and hotel as well.We paid over $3,000 btwn tickets, seats, hotel, taxi to and from the airport because of the delay. So I am asking reimbursement for the seats, hotel and taxi costs which equals $520.00.

  Business Response

  Date: 03/12/2025

  The following email was sent 06Mar25:

  Dear *** ********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
  An update from British Airways
  
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and weve been asked to respond to you directly.
  
  We're sorry to hear about the disruption to your booking that you made with us. This isn't what you should expect when you travel with us, so we understand why you needed to get in contact about this. We'd also like to thank you for your patience while we looked into this for you.
  
  I can see from your comments that your original flight out of ********* was cancelled and you were rebooked onto alternate flight departing and arriving back to ******. We do all we can to avoid cancelling flights and will always look for other alternatives before we make the decision. We don't underestimate how much this would have disrupted your travel plans.
  
  I can also see that you then had problems with your prebooked seats not being met when you arrived at the airport in time for this flight. We're happy to refund the $248.00 you originally paid for the seats you orginally chose.
  
  We're disappointed to hear that on your return journey you received a notification to say your flight was delayed and then later cancelled. Again, we understand how this must have impacted the end of your trip. You mentioned that you also had problems with your seat assigment on this flight and had to purchase another, despite already having paid for this. We'll also refund the additional $84.00 for this.
  
  Ive checked the details of your journey and Im pleased to advise youre entitled to compensation for the cancellation of your flight, BA293, on 25 August.
  
  The distance of your disrupted journey was over *****km and this has been calculated in accordance with UK law. This means youre entitled to ****** in compensation.
  
  The total amount of compensation youre due is ******** as there are two passengers included in your claim. 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 us your information by replying directly to this email. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  
  Once again, we're sorry for your experience on this trip. I look forward to hearing from you soon.
  
  Best regards
  
  *****
  ******* ******* ******** *********
  **** **** ********* *** ********

  Customer Answer

  Date: 03/16/2025

  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.

   

  But how do I reply to them?
  
  Sincerely,
  
  ***** *******
  
  
  
   
  

  
  

• Initial Complaint

  Date:02/10/2025

  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.

  Re: booking reference ****** * boarded flight BA **** In ******, was told I needed to check my carryon at the last minute. I was given no time to think of what was in the carryon, it was tagged and taken. I was shuttled off into a bus to board flight in ******. Was told bag would be checked to final destination, ******. Plane had several empty seats & overhead cabins. No need for my carryon to be checked. On arrival I was told my bag was not at ****** because of short transfer. *** said this means no time to load my bag on the plane. Explanation makes no sense since after passengers boarded we sat on the tarmac for over an hour before taking off, plenty of time to load passenger bags. I was then told my bag will be delivered the next day. At this point I realized my house and car keys are in that bag - as I mentioned I had no intention of checking that bag and no time to think about what was inside when it was taken from me in haste in ******. I placed my keys in a secure pocket inside that bag 17 days prior, since this bag would not be leaving the hotel and I had no use for house or car keys on my person when traveling abroad. I drove to the airport and paid for parking to avoid what I ended up having to do: take a 45 min cab (longer in traffic) from ****** to my house, take another 45 min cab back to ****** to collect my car with the spare key, and then spend another 45 minutes to drive home. This process took over 4 hours BA *** at ******, she refused to help. At this point it was 9:30 pm. I had been up and traveling since 4 am. I was told to call BA which I did only to wait on hold to then be told I must email my complaint via ******, which I did with rcpts for cabs-For weeks AI responds with irrelevant text, no help and then closes the file. Over last 2 months I've called and spoke with 2 ***s for 1 hr each both said refund coming, but file closed again, was told by BA *** to ***eat process for 4th time, when asked for supervisor, they refuse.

  Business Response

  Date: 03/05/2025

  The following emails were sent to **********************************************************:

  Thank you for getting back to us. We're sorry for the delay in responding to you.
  I can only continue to apologise for how previous agents have handled your complaint. You're absolutely right and your claim should have been responded to and dealt with right away. 
  Once again, we're very sorry for what happened. Take care.
  ***
  *************** ******** ******* ***************
  ***** ******* ****** ************************************************************
  ***** *********** *****
  *** *************************************** ******************
  ******** *** **** ******** **** ******* *******
   
  CAUTION: This email originated from outside of the organisation. Do not click links or open attachments unless you recognise the sender and know the content is safe.
  
  ****
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• Initial Complaint

  Date:02/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 6, 2024, while traveling from ****** to *** via *************** (LHR), I received an email mid-flight about my canceled LAX connection but couldnt confirm an alternative due to poor WiFia breach of BAs commitment to timely communication. Upon arrival, I waited two hours at the British Airways (BA) help desk while calling ***************** (AA), where a representative tried booking me on a direct flight but was blocked because BA had already rebooked me without my consent or notification. Forced to accept a July 7th flight with an airport hotel stay, I departed *** but missed my connection in ***************** (***) due to delays. Again, BA rebooked me without notifying me, assigning me to a United flight, but at the gate, I was denied boarding due to a missing e-ticket sync, leaving me stranded another night. This ordeal caused significant emotional distress, compounded by seven months of ignored customer service requests, with BA taking weeks to reply to every emailanother breach of their own customer service policy, which states they aim to resolve claims quickly. I involved a colleague, ***** *****, to help handle the case and approved her involvement with BA via a written letter as they requested. Two BA agents confirmed BA breached its own policies by failing to notify me of rebookings. Despite these failures, BA denied my ** compensation claim, stating my rebooked flight arrived within three hours of my original arrival time. Instead, they offered a $200 eVoucher and reimbursement only for **** and hotel expenses, refusing to cover the flightsthe bulk of my costs. I am requesting $7,338.45 in reimbursement for my return trip, ****, hotel costs, and **-mandated compensation.

  Business Response

  Date: 03/05/2025

  The following emails were sent 12Feb25, 17Feb25 & 28Feb25:

  Dear Miss *****
  
  An update from British Airways
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly.
  
  Were sorry it was necessary to cancel your flight to ***********, which has caused disruption to your onward journey, and understand why you needed to get in contact about this. We take all reasonable measures to avoid cancelling a flight and well always consider if there are any alternative solutions available before we make a decision. We'd also like to thank you for your patience while we got back to you about this.
  
  Ive reviewed your case in full and  Im pleased to advise youre entitled to compensation for the cancellation of your flight, BA0269 on 6 July. The distance of your disrupted journey was over *****km and this has been calculated in accordance with UK law. This means youre entitled to ****** in compensation. Converted at today's rate this is $644.24.
  
  The total amount of compensation youre due is $644.24 for your claim.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 us your information by replying directly to this email. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  We're happy to pay $745.76 for the expenses incurred due to the disruption. Again, this will be by direct bank transfer. 
  I understand from your comments that you were denied boarding on AS0309 on 7 July. You may be able to claim further for this, however, you would have to submit a claim directly with ****************
  Unfortunately, we're unable to offer a refund as the booking has been made through a third party and the tickets are all showing as flown.
  
  Once again, we're sorry to hear about your experience this time, and thank you for letting us know.
  
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference is* ******** 

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

  Dear **** *****
  An update from British Airways
  
  Thanks for providing the additional information. 
  We do require bank details to raise the payments 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 us your information by replying directly to this email. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  Regarding the missed connection unfortunately, the flight BA0217 on 7 July isn't eligible for ** 261 compensation, for the missed connection on this occasion. 
  As the booking has been made through a third party, you would have to contact them directly regarding the request for the refund. If they require any assistance they will need to contact our Trade Support team.
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference is:********

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

  Dear **** *****
  An update from British Airways
  
  Thanks for contacting us. 
  We do require bank details to settle the claim for $644.24 ** compensation and $745.76 expenses. Please could you provide 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 us your information by replying directly to this email. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference i**********

• Initial Complaint

  Date:02/04/2025

  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 purchased a round-trip ticket from ******** (IST) to ******* (***) and back for my family of six. We flew to *******, but our return flight on July 3, 2024, was canceled by BA (Booking Reference: ******).BA offered two options: rebooking or a refund. Since their system did not allow us to rebook, we had no choice but to request a refund. Given the short notice, we had to buy new tickets at a higher price, costing us $7,140.06 for six people.Disputed Refund Amount:The unused return portion of our original round-trip ticket was valued at $5,657.40, so we expected a refund of $2,828.70 (half of the ticket cost).The extra cost of rebooking amounted to $1,482.66 ($7,140.06 - $5,657.40).Total expected refund: $4,311.36, but BA only refunded $1,506.60.We are requesting the remaining $2,804.76 to fairly compensate for the unused return flight and increased cost of rebooking.Attempts to Resolve:BA refused to adjust the refund, citing ** and UK policies that do not account for the fact that they canceled our flight. We were not informed of the refund amount before making our decision, leaving us in a financially unfair position.Request for Resolution:We request the remaining $2,804.76 to cover the shortfall. BAs cancellation forced us to incur additional costs, and we believe we are entitled to proper compensation.Attached Supporting Documents:? Transaction for new ticket purchase ? *********** for original ticket purchase ? Transaction for the reimbursement (refund)Since BA has refused to rectify this matter, we seek BBBs assistance in facilitating a fair resolution. We appreciate your time and consideration.

  Business Response

  Date: 03/05/2025

  The folllowing emails were sent on 13Feb25 & 17Feb25:

  Dear ** *****
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to reply to you directly.
  Were sorry you're unhappy with the refund amount when you opted to cancel your ticket on ******. Wed also like to thank you for your patience while we got back to you about this.
  I understand from your comments that you feel we should pay more towards your refund and reimburse you for the additional cost of purchasing a new ticket.
  I've looked into your booking and can see you were booked to travel out bound in August, which is peak season for travel, and your return flights were for June, which is off peak. As such, the outbound cost of the ticket would be considerably higher than the return, and your refund would reflect that. Your refund was calculated correctly.
  Our records show that we notified you on 22 December that ***************** cancelled ******* which was due to depart on 03 June 2025. On 23 December you went online and opted to cancel your ticket and requested a refund. You contacted us on 24 December and advised an agent you wanted to make changes to your ticket but regrettably, as you had already cancelled your ticket they were unable to assist. 
  As the flights were operated by *****************, we gave advance notification of the cancellation and you chose to refund the ticket, we wouldn't be able to pay towards the costs of your new ticket. I know this isnt the answer you were hoping for, and I regret that Im unable to resolve your claim to your expectations. 
  Rest assured, your comments about your recent experience have been feedback internally. 
  Once again, thanks for contacting us.
  Best regards
  
  *******
  British Airways Customer Relations
  Your case reference is:********

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

  Dear ** *****
  An update from British Airways
  Thank you for coming back to us about your refund.
  Ive reviewed what youve told us and our position on this matter again, and as previously advised, the outbound cost of the ticket was considerably higher than the return, and your refund reflects that. Your refund was calculated correctly.
  We do understand how strongly you feel about this. When a customer has any kind of concern, we share the feedback with the relevant manager, and focus on what we can do to avoid the issue happening in the future. 
  Thank you for getting in touch with us about this. We do appreciate that you have a choice of airline, and hope youll choose us again in the future. 
  Best regards
  
  *******
  British Airways Customer Relations
  Your case reference is:********