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

  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:03/29/2023

  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.

  We missed our connection in *** due to a later departure from ***. We had paid for Premium Economy, but when BA booked us on the next flight, they only booked ** in regular Economy. We complained and they promied to refund us for that coach flight. case reference is:******** dated 1/18/2023. We still have not received any refund.

  Customer Answer

  Date: 04/22/2023

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

• Initial Complaint

  Date:03/28/2023

  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.

  On Jan 25, 2023, I used British Airways Avios to purchase three tickets of American Airlines (BA partner) on Jan 31st to go to ******. I spent ***** BA Avios and $122.13 for tax to purchase those tickets. Booking reference is ******, E-ticket number are *************** *******************-**********.Unfortunately, the flight got canceled on January 31st due to ice storm in Dallas ***** I contacted ********** Airways through online chatting and they gave me a reply that they will refund my Avios and fees for the tickets. But after more than a month of waiting, I still have not received the refund as they promised. I am disappointed because I can not reach out to British Airlines any more through online chat or telephone, which they put on their website to contact them. There is nothing I can do to get contact with British Airways *** to get further information about the refund now.To resolve the problem, I would appreciate your help to get my money and BA Avios refunded to my account. Enclosed are copies of my records of the booking confirmation.My name is *********************, my BA ************** membership number is: ********. Thank you very much!Sincerely,*********************

• Initial Complaint

  Date:03/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a travel agent and made a booking for my client. I am a registered user on his ********************** account. I tried to cancel the flight online as suggested by British Airways but there was absolutely no clarity on what the options were or whether or not the Avios points used to book the flight would be returned. The flight was booked with Avios Points and about **** GBP but when processing the cancellation it looked like only 300 GBP would be refunded and there was no indication if the Avios points would be returned or if the funds already spent would be returned to us for future flights I called British Airways on 3/24/23 and reached an agent after waiting on the line for 20 minutes. The agent I reached. The first agent I spoke with told me that the cancellation policy was per fare rules but couldn't actually tell me what those rules were. When I asked for more clarity she actually hung up on me.The second agent I spoke with was much more helpful. I explained that my client had sustained an injury skiing and he told me what some of my possible options were but was unable to give me specifics since he could also not see what the fare rules were. He said I would need to reach another department which was closed at that time. He gave me the options on the menu to reach them.I called the new department and after about 20 minutes reached an agent - I said hello and explained my situation and asked her if she wanted the booking code or his membership number to get started and then she hung up on me. I am still on hold

  Business Response

  Date: 05/11/2023

  The following email was sent to ************************************** on 02May23:

  Dear **** ****
  
  Thank you for your recent correspondence to the Better Business Bureau dated 28 April. 
  
  As you are the travel agent who made the booking for your client, you should be aware of the fare rules for the portion of the booking made by cash.  If you are unsure please contact our Travel Trade team for further assistance. 
  
  Again since you have not provided a booking reference or ticket number I cannot fully respond however, most likely the cash part of the ticket you issued was non refundable with penalties.  If you cancelled the booking while all the flights were still scheduled to operate any refund would have been per the fare rules. 
  
  Thank you for getting in touch once again. I hope I have managed to offer a bit more information.  
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:03/27/2023

  Type:Sales and Advertising 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.

  They have lost our stroller damaged our luggage. After months of correspondence with the customer service representative she has now become unresponsive.We are seeking compensation to replacing our stroller that the airline has lost has yet to been contacted on resolving the issue. We have o my revived $150 for the unprecedented and unnecessary charges we had to face for not having a stroller in the airport that has cost a huge inconvenience especially traveling with a ******* old at the time. With no assistance from the floor staff at anytime.We have tried to contact the customer service representative on multiple occasions to get an update on the case but have had no luck or response.Email of customer service representative who has been unresponsive ever ************************** We hope we can get some assistance as we have not been able to replace the lost stroller due to financial burden caused by the airline.

  Customer Answer

  Date: 04/21/2023

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

• Initial Complaint

  Date:03/27/2023

  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.

  This is in reference to BA Claim: ********. Due to BA delays, I missed a connecting BA flight from ******** to ***. Due to many other cancellations and delays, I was not able to be rebooked on another flight until 2 days after my intended departure. I had to pay for all delay costs, such as hotel, transfer to/from airport, clothing (since I could not retrieve my bag), toiletries and meals. I also did not receive a refund for my seat upgrade from my original flight. I returned to *** on 12/13 and immediately filed a claim with British Airways. On 12/24, I received an email from British Airways that "they were on my case" and I submitted all receipts from that were incurred from the delayed travel, which was approximately $1400 US dollars. I also provided my bank details for the funds transfer via secure link to be reimburse for the expenses as soon as I received the request to do so. I have followed up via phone, only to be told the claims department does not have a team to support phone inquiries and that everything needs to be handled online. I cannot check the status of my case via the British Airways website. I've received an email apology on 1/9 from BA for the inconvenience; however, I have received no compensation for the expenses I incurred due to the delay. It has been more than 3 months since this incident with no resolution. The customer service I received (or lack there of ) from British Airways at the ****************, customer service trying to rebook a flight, and after my return to try to sort out compensation has been horrible and I have spent more that 13 hours (8+ hours at the airport and another 5 sitting on hold with customer relations at home) dealing with this. I also missed 2 days or work due to the delay and lack of willingness to find another airline to rebook me on to get back to *************. Highly disappointing situation from that until now. Hoping that flagging this issue will help expedite a resolution.

• Initial Complaint

  Date:03/27/2023

  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 had a flight booked through British Airways from *************** to ******, BA ****, on June 9, 2023. I was not allowed on the plane because the passenger's name on the ticket had the names of my parents on it who booked the ticket for me. Obviously, they made a mistake by not only putting the purchaser's name on it but having two names on the ticket! I had to buy another ticket on the same flight as I had a meeting in which I could not be late. I had to pay an additional $356.77 for the flight and also $48.51 for baggage. The British Airways agent told me to contact them, and I would receive a refund. Given that it was their mistake, they should have honored the ticket and let me board the flight. I have called multiple times to address the issue, and no one ever picks up!! Finally, I went online and keep getting the same answer with a very impersonal form letter which shows they don't even read my complaint. They said I had to call ****** airlines which operated the flight, which I did, and they told me British Airways owed me the refund not them for ticket # *************. I have contacted British Airways online multiple times and they keep repeating the same thing, telling me that they are not the "agent" and therefore don't owe me a refund. I have done everything I can to resolve this issue. I have already sent them the receipts from the purchase of the second flight along with the baggage. I even told them I would pursue this issue this issue if not resolved by them and got the same form letter back in response. This is the absolute worse customer service experience I have ever had. I can't help but feel that I was taken advantage of because I really needed to make that flight, and it was obvious that they made a mistake and then charged me for another seat. I already submitted to British Airways a copy of my flight plan and the receipt for the second ticket and baggage. Please contact me if I need to submit any additional information. Thank you.

  Customer Answer

  Date: 04/20/2023

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

• Initial Complaint

  Date:03/24/2023

  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.

  British Airways stated they would refund tickets if the flights were canceled in 2020 by them. However, they denied our refund request. I assume they did not closely review the details of our trip or else they would have issued a refund. As such, let me explain:* January 6, 2020 - I purchase 3 tickets under book reference ****** for round trip tickets from ******** to ******. Departing ******** on March 20, 2020 and returning from ****** on March 27, 2020.* March 2, 2020 - Our flight from ******** to ****** was cancelled. We rebooked the same day.* March 11, 2020 - Our return flight from ****** on March 27, 2020 was cancelled.During this time, **** of ***** was rampant and we were in fear of our life. We had no return flight. Thereafter, we asked for a refund and was told we could only ask for a voucher. Did they really expect us to travel to ****** with no return flight when the world was crashing around us due to *****.We are again asking for a cash refund and for $500 in compensation for the emotional duress dealing with British Airways has caused.

  Customer Answer

  Date: 04/18/2023

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

• Initial Complaint

  Date:03/24/2023

  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.

  On March 14th I tried to change my returning flight date for my British Airways ticket. I spent a lot of time looking at the different days I could fly to find the cheapest option. I found an option that was 83 GBP per person to change the flights and selected that one. I charged 166 GBP to my credit card, which was converted to ~202 USD. I saw this amount charged to my card in my online portal. I then received an email receipt from British Airways stating that the amount I paid was 534 GBP. I checked my credit card portal - it still said ~202 USD but it was still "pending". I called British Airways and they said there was nothing they could do because on their side it looked like I was charged 534 GBP. They told me to contact my bank and that I could file a complaint. I filed a complaint, which they responded to 10 days later stating that I should contact customer service (which I did to begin with). Their website completely misrepresented how much they were going to charge me. I contacted my bank and am still waiting for a resolution.

  Customer Answer

  Date: 04/18/2023

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

• Initial Complaint

  Date:03/22/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a round trip plane ticket for my sick 75 year old mother to visit me for her medical checkup on March 14th 2023. Booking reference number: ****** On 3/18 she arrived at the airport 6am airport in the morning to fly. The British airways team was very rude and not helpful at all. They advised she could not board due to lack of visiting **** for **. We were not aware it was needed and never notified by anyone or even via email. We received Covid and travel notifications but not **** travel requirements. Such notice should be standard on British airways flight via **. British airways staff pretty much ignored her and left her on her wheelchair for over an hour unattended. She finally called me which was around midnight central time crying and to report the situation, so I advised she speak with manager. Speaking with manager he explained that she could not board with permanent citizenship. He was not helpful in trying to get another airline to fly but recommended ***** She did not even apologize or try and deescalate the situation. She claimed she was going to cancel her flight and would be refunded. We the ***** airline ticket in order for her not to miss her doctors appointment which was scheduled for March 20th. The next day I called British airways customer support to report the incident and follow up on my refund. The customer service agent was not very knowledgeable on how to address the situation and kept placing me on hold to speak with "back channel team" after an hour later she says she doesn't see my refunds in the system as stated by manager at the airport and There is nothing she can do to address the terrible customer service experienced by my mom. She says they will look into my refund but at this point I'm not confident in anything we are being told from British airways. They neglected my mother and almost had her stranded with no remorse. I wish to resolve this matter without having to post our experience on social media etc .

• Initial Complaint

  Date:03/21/2023

  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.

  My son *********************** received military orders from the ** Air Force and had to cancel his trip booked under British Airways confirmation ******, we paid $900 USD for this ticket. We cancelled his ticket 4 weeks prior to the flight and they only offered a $41.98 refund. We have submitted his military orders and British Airways stated it's not interested in refunding any portion of the actual ticket, just some of the partial fees totaling $41?! I understand not receiving a full refund, however US Military are not provided orders on convenience and it would be a crime for him to not ship when ordered. British Airways has already relisted his seat and I believe even a partial refund of 50% would be fair.