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Business Profile

Airlines

British Airways

This business is NOT BBB Accredited.

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Complaints

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

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British Airways has 27 locations, listed below.

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    Customer Complaints Summary

    • 775 total complaints in the last 3 years.
    • 267 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/17/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Reservation is cancelled for Reference No: ****** Awaiting for the Refund of the Voucher as well as the Credit Card Amount. Passengers: *********************, ***** *****************************

    • Initial Complaint

      Date:03/14/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In early February I noticed missing ***** points from my British Airways ********* account. My entire household account of 7 members was missing points. Apparently, someone made an on-board purchase of food/drink and my ********* number was accidentally used and/or incorrectly input into the system by the flight attendant. I called BA to get this resolved and proved that nobody in my household took a BA flight nor had any upcoming. They said it would get resolved within 72 hours. Then nothing. Then I noticed all our BA ********* accounts were locked. I then opened up a case online (#********) and received a received a response from ***********************, Audit Executive on 2/28 that stated that once I change my password on my online acct, he will reinstate Avios for all household members and accounts would all be unlocked quickly. I did as he requested the same day and no change. I have repeatedly responded back to that original case as well as called BA to get this resolved. Nothing. Cust Svc just says it will be escalated and resolved within 72 hours so I check every 72 hours and nothing changes. All of our accounts are still locked, we cannot make use of our Avios points to book a reservation, nothing. This is terrible customer service by a major airline. Our accounts should have never been locked to begin with, there was no breach of security. It is simply BA's own poor practice of not confirming an account number on-board that allowed someone to use my account number and Avios points. They should have a more secure method of letting someone redeem their Avios points. I want this resolved asap. Thanks.

      Business Response

      Date: 03/29/2023

      The following emails were sent to *********************** on 28Feb23 & 20Mar23:

      STRICTLY PRIVATE AND CONFIDENTIAL, FOR ATTENTION OF ADDRESSEE ONLY.


      Your case reference is: ********
      ************** Number: ********
      Dear *****************

      Thank you for contacting us about your ************** account.
      I'm sorry to hear you recently had an onboard purchase made from your account, which you do not recognise. To make sure this cannot happen again please can you update your password to secure your account. You can confirm you have done this by contacting me on the link at the end of this email.
      In the meantime, to make sure your account is safe, I have had to place it into Lock status. Please accept my apologies for any inconvenience this may cause but please be assured you will still be able to accrue awards as normal.
      To reset your password you'll need to click on the 'Forgotten PIN/Password?' link under the login box on ba.com, enter your Login ID and then submit your request.
      We'll send you a verification email to the address on your account. The email contains a link to take you to a new page where you can re-enter your Login ID and confirm your new password. Passwords need to have eight to twenty characters with at least one number, and one special character taken from the number keys at the top of your keyboard such as &, +, etc...
      For security reasons, the link is only valid for a short time, so if you're unable to reset your password while the link is still active, you'll need to start the process again.
      Sometimes our emails are misidentified as marketing or promotional material by some providers, so may get treated as spam. If you think this has happened, you'll want to make sure you add us to your list of trusted sites and check your spam folders. One of the emails we use is ************************.
      If you're still unable to successfully reset your password, you're welcome to call us or click on the link below, so we can talk you through the steps to get you into your account.
      Once I have received confirmation I will unlock your account and reinstate your Avios.
      Thank you for your patience during this time and I hope to hear from you soon.



      If you would like to contact me again about this case please click on this link:
      ********************** case

      Best regards

      ***********************
      Audit Executive

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

      STRICTLY PRIVATE AND CONFIDENTIAL, FOR ATTENTION OF ADDRESSEE ONLY.


      Your case reference is: ********
      ************** Number: ********
      Dear *****************

      Thank you for getting in touch with us. Please accept my apologies for the delay in my reply.
      I can fully appreciate how frustrating this has been for you.
      I would like to assure you that we are continually making improvements to our systems as a result of feedback we get from our customers. So your comments are invaluable to us.
      I have now unlocked your British Airways ************** account and refunded the Avios used to across your Household Account. You are now able to use it as normal.
      I would like to thank you for your patience and co-operation during this time and hope that you can now continue to enjoy the many great benefits of your ************** membership.

      If you would like to contact me again about this case please click on this link:
      ********************** case

      Best regards

      ***********************
      Audit Executive

      Customer Answer

      Date: 04/26/2023

      Better Business Bureau:

       

      This was already resolved back in March




       


    • Initial Complaint

      Date:03/14/2023

      Type:Product Issues
      Status:
      Resolved
      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 for over 2 years to get our money back from British Airways for atrip cancelled during covid. Two weeks ago, they said that they were submitting my claim to their refund department. On Monday, I received an email saying that I should fill out a claim form with the evoucher numbers that they gave in that same email. Then today,a day later, they said that the numbers they provided to me cannot be found! I cannot believe that British Airways is this incapable. I need this resolved and want my money back. That is it. I do not understand why BA can send me a voucher and then say they can't find it.

      Customer Answer

      Date: 04/07/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding British Airways has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:03/13/2023

      Type:Product Issues
      Status:
      Answered
      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 CASE ********* ( ticket name change as per passport )We have booked ticket using last year credit and requested ticket in name as per passport .Expedia already requested to british - Case Number: ********* ( ref- ****** )Your customer care ***** saying it has to be done last 72 hours .It's not wise to wait for last minute as we had bad experience with British air policies .

      Customer Answer

      Date: 04/06/2023

      Better Business Bureau:

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

      Sincerely,

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

      Business Response

      Date: 04/26/2023

      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.

      From what I understand you want to have a name correction done on your ticket that was issued by Expedia.

      I have reached out to our *********************** and they have advised since your ticket has been reissued on all British Airways flights your name can now be amended. Please have your travel agent reach out to them so that the update can be made.

      We look forward to welcoming you on board a British Airways flight soon.

      Best regards

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

    • Initial Complaint

      Date:03/10/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 traveling back and fourth for the last 18 months from ** to ******* ******** My husband was sick and passed on 11/28/2022 in Valencia **. I had to transfer his body back to ********** booked my ticket on 12/17/2022 to depart on 12/19/22 @ 9:58pm to meet up with my husbands body in *********. My flight was delayed over 3 hours, when i got to ******* I missed train to meet my husbands remains. I had no baggage with my funeral and mass clothing. I had to go and spend over 1KGBP to get cloths just for the funeral. I returned home on 12/26/2022 and still no bags.. received at the end of Jan 23, with a broken ***** case and broken zipper, missing items. my flight was also delayed returning home by 3 hrs. I made a complaint on 12/20/22 and filled it also on line with BA. I keep getting emails saying it takes 28 days for them to respond however is been over 90. I have called several times, I get patch to ***** and they say they have no claim. This is the 7 time going to ******* in 18months and no cases, missing items , delayed flights and buying upgrade seats and not receiving them. I will now follow through with filling a complaint on each trip and showing loss of items, time and no cases upon arrival and STILL NO REPLAY FROM THE AIRLINES .. I have the proof that my husband passed on 11/28/2022 and it took till 12/17/2022 to get all the paper work from the county of la to send his remains home to ********. I understand that things happen time to time .. But this all has really been to much for me or any one else for that matter and something needs to be done and done quickly . It is not ok that people work extremly hard to have to pay this high prices and then get treated like this and NO RESPONSE FROM THE AIRLINE. THIS IS ********** T OKAY WITH ME ANYMORE.

      Customer Answer

      Date: 04/04/2023

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

      THEY HAVE NOT ADDRESSED MY COMPAINT IN FULL . 

       

       

       

       

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

      Sincerely,

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

    • Initial Complaint

      Date:03/03/2023

      Type:Product Issues
      Status:
      Unanswered
      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 daughter brought my ticket (******) from ******* to ** 3/28/2022 and I planned to return back to ******* 12/4/2022 however, due to some health issues my doctor did not clear me to travel. I spoke with someone at BA they stated that I have to travel by March my return was only good for 1 year. My health is still poor, and I do not want to lose my money. ** rep said there is nothing for them to do. I would like a voucher for when my doctor has cleared me to travel.

    • Initial Complaint

      Date:03/01/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 made a booking on Saturday, December 31, 2022. However, I needed to cancel the booking so I did so within 24 hours of making it. I looked at my bank statement and saw 16 charges that totaled ******* and called British Airways on January 2, 2022, to follow up on the refund, and they told me I would receive a full refund for the reservation ******. When they looked into the other chargers, they noted that I had another reservation that I was not aware of ******. At that time, I had asked full a full refund as I was not aware of the other booking and was going to need to change the dates trip. They informed me I had to submit a claim so I did so and was given an incident number of *************. I was told twice that I would be getting a full refund for my reservation of ****** twice once on 1/29/2023 again on 2/19/2023 which I have included. I followed up on the refund which should be a total of $3797.10 on February 27, 2023 and they didnt see it so I filed another complaint as instructed by them and was given a reference number of ********. When they responded they noted I would be getting a refund as well. I want to make sure I get my full refund $3797.10 and in a timely manner.

      Customer Answer

      Date: 03/27/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding British Airways has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:03/01/2023

      Type:Product Issues
      Status:
      Unanswered
      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 Customer Support agreed to compensate me for the atrocious service I was subjected you on my return to ************* from *************** on Nov 13, 2022. I was informed that the compensation request was processed on January 21, 2023. Despite numerous follow-*** with BA, the check has yet to appear...almost 5 weeks later. (I have checked and they have confirmed my correct mailing address here in *******). This is the most recent response I received back from them. I told them I would be contacting you. Thank you for your help with this most unfortunate matter.Dear *************** An update from British Airways Thanks for coming back to us with your recent query.As informed earlier, we have already arranged a cheque transfer for the out of pocket expenses incurred by you. The process of cheque transfer takes time. It will be with you soon as it'll take some time for our Payments team to credit our payment to your postal address. You'll receive it.Thanks again for getting in touch with us.Best regards ***************************** British Airways Customer Relations Your case reference ***********

    • Initial Complaint

      Date:03/01/2023

      Type:Product Issues
      Status:
      Resolved
      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 family and I flew with British Airways round trip from *********** to **********, outbound flight December 13, 2022, and return January 8, 2023. Our ticket number was ******, we paid $2399.52 for the tickets . They also charged us luggage fees of $75-$100 per bag (4 total between the 4 of us). Upon landing in London, the ground staff sent us to the wrong terminal. We eventually found a bus to the correct terminal, but by the time we reached the gate, while it was still open, they said we no longer could board the flight. The gate staff rebooked us on a flight the following day. Since we were traveling with kids and my son was getting sick, they suggested we get a hotel, and save the receipts for hotel/dinner/transportation to submit for reimbursement rather than waiting through the 5+ hour line to customer service. The following day, upon arriving in **********, we learned that two of our suitcases were lost. One of them had all the winter clothes we had purchased for the kids (it was -12C, and we live in Southern **********), and all the Christmas presents for my kids and extended family. We filled out the claim, and the airport staff confirmed they would send the bags to our cabin in ******. We had to purchase new winter clothes for the kids, and eventually replacement Christmas presents for everyone. On January 4, the kids winter clothes finally arrived. The second suitcase arrived while we were packing up for the return flight. We called the luggage service daily to inquire about the bags, but after a while they said we timed out, and had to claim directly from airline. We submitted claim # ********, customer service was terrible, and despite uploading all receipts, we have yet to receive a refund - or even a reply. Please reimburse the expenses submitted or refund our tickets. I am happy to yet again submit the receipts if necessary, but they are already uploaded in your system.

      Customer Answer

      Date: 03/30/2023

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding British Airways has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:03/01/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 tickets with British airways for a trip from *************** to ******** ****** for 01/12/2023 and return from ******** ****** to *************** on 01/20/2023. Flight number BA 379. On 01/20/2023 we were suppose to fly out at **** instead left around 18:15 and because the flight was delayed and the luggage took 30 mins to be sent out to pickup. we had missed our flight from *************** to *******.. Our flight for that was suppose to leave at 20:45. 3 hours and 50 mins would and should have been plenty of time to catch the flight.. Also in the process they damage our luggage. I contacted them on 01/24/2023 got a reference # ******** and they said they will be in touch. We didn't hear bac from them so I called again on 02/22/2023 and spoke to someone and said he would look into it will email me within 48 hours didn't hear anything again so I messeged them on 02/26/2023 and asked for an update. On 02/27/2023 they did reply and said they denied our claim. So we would like you to step in and help us get a refund on the flight and pay for damage they caused to our luggage.

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