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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.
    • 269 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:03/01/2023

      Type:Sales and Advertising 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 advertises a 10% discount with the use of AARP. When you apply the 10% savings, the carrier imposed charge increases from about $500 to $4720. This is almost three times the price of the ticket itself. False advertising and bad business practices.

      Customer Answer

      Date: 03/25/2023

      Better Business Bureau:

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

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

    • Initial Complaint

      Date:02/28/2023

      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.
      Travel Details: - Pheonix (***) to ********* (*****) via ****************) - Dec 7, 2022 - ****** (*****) to Pheonix (***) via *************** - Dec 31, 2022 Passenger Name - *********************************** *** * ****** Amount Paid for Round Trip Ticket to British Airways: USD ******** Additional Amount Paid to Emirates Airways for ****** to Las Angeles: USD ******** (Receipt Attached)I arrived at ************** to board the flight from ****** to Pheonix via ****************) (*******. I presented my travel documents along with the documents of my parents. While both my parents were allowed boarding while I was denied boarding.Since my Green **** had an error in my Date of Birth, I have submitted the green card to fix the error. For undertaking international travel, I made an appointment with *************; and got my passport stamped with an I-551 stamp, which is valid until April 2023. The British Airways agent insisted that I needed a transit **** for ****** and did not accept the I-551 stamp. I was wrongfully denied boarding due to this. The agent confirmed that since I was at the airport in time, this would not be a case for a 'No Show' and that I would be refunded the fare for my flight from ****** to *******. I have written a number of times to British Airways to resolve this, but they refuse to refund the unused portion of my ticket from ****** to Pheonix saying it is a 'No Show'. They also did not entertain the request to pay for the one-way ticket that I had to purchase from Emirates Air for undertaking the journey back to Pheonix.

    • Initial Complaint

      Date:02/24/2023

      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.
      We booked a trip from for the summer 2022, ****** to ****** (**) a beginning of that year, after the booking a couples months, the airline sent us an email informing us that part of our trip (flight) was cancel, the original booking was:m ****** to *************** and the 2nd flight the same day later on ******** to New Castle this was our final destination. the portion the airline cancel was the one ******** to New Castle. They ofter us take the next day flight, that did not workout for us, because everything was line up and we were travel we our two years old daughter. We ask for a refund of the portion of the cancel flight and we paid more money on trains ticket to get to our final destination, on top all of the stress, mobilization and time we add to our trip. As today 2/23 we have not recive anything from British Airlines we had call many, many times and nothing happen, we are waiting for the money back in our credit card the portion of this flight and nothing had happens, this is beyond time of waiting as they inform me by phone we should get the credit back in our credit card in longer the ******************************************************************************** that same trip one of our luggage was damage and I report it to the airline the next day, and been after them since then, abort two week ago they finally respond meaning almost 7 month later!!!!

      Customer Answer

      Date: 03/23/2023

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:02/23/2023

      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 completed my booking using an evoucher as well as my credit card for the difference. The system did not process the evoucher, it only charged my card for the full amount. I have called three times and emailed three times, please credit my credit card ending in ****. The voucher code is Code ************** is worth USD5458.94 . I called immediately after making the booking and the agent did not provide me with accurate assistance. I am very grateful for your help, thank you. That was the complaint I filed with them. The ageant on the phone said they would help and now they say they can do anything and my credit will expire. This is not right. I would like my money back, I took a trip with them, It was a disaster because they lost my bags. Before taking them to court I would like to just get my evoucher money back. Or give me an address that I can send the court papers to.

      Customer Answer

      Date: 03/20/2023

      Better Business Bureau:

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

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:02/21/2023

      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.
      Hello,- I purchased 2 tickets for my parents for round trip from *********, ***** to **************** & back. - The tickets were purchased on November 15th 2021. - The travel dates are Dec 20th from ***** to ********* 9th from *** to *****.- The flights had 1 stop at *********************** both when travelling to & from *** - When I called British airways regarding Meal change on December 18th 2021 2 days before the travel date, they informed my parents cannot travel because of Coronavirus restrictions because they are not citizens of *** - They did not mention this while purchasing the ticket. Ideally, I would expect BA to be transparent and tell us that we cannot purchase the tickets for the individuals. Because we did mention the country of citizenship/ residence as ***** when purchasing the ticket.- British airways provided us eVouchers that can be used to book other flights with expiry of September 2023 - We did not get a chance to purchase the tickets again as my parents work and do not have a holiday at this time.- I was hoping to use the vouchers and that is the reason for me to not complain until now. But, I don't see how we can use these vouchers before September 2023 now.- I really want British airways to refund my money on these vouchers. BA should have been transparent while we are booking the tickets.- Its really not ethical of them to let us purchase tickets without letting us know the individuals cannot travel via ******, **

    • Initial Complaint

      Date:02/21/2023

      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.
      Returned from Athena ****** to *********** on October 26th. Paid a baggage transfer fee for 2 bags for $140. ******* never arrived. Baggage sent to our residence 5 days later. Put in a case for refund of money and have not heard back or been able to speak to anyone since. Impossible to speak to employee

      Business Response

      Date: 03/09/2023

      The following email was sent to ********************* on 02Mar23:

      Dear *************
      Thanks for taking the time to contact us. Please accept our apologies for the delay in replying.
      I'm sorry your flight was changed. I've checked our records and the flight was changed due to a terminal change which resulted in your not being able to make your original flight. You should have been notified about this and I'm sorry you weren't.
      You are each entitled to ****** in ** compensation as a result of being denied boarding. This total ******** as there are two passengers included in the claim. In addition to this, I'm happy to cover the additional night's accommodation. Please can let me know how much this was?
      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 clicking on the secure blue reply link below my name. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.

      I can only imagine that your frustrations were compounded further when your luggage was delayed upon your return, however no compensation is due in this instance as your bag was returned promptly and was no expenses were incurred.

      Thanks for taking the time to bring this matter to our attention. Well use your comments about what happened to help improve our service in the future.

      Once again, please accept our apologies for your experience on this trip. We hope to welcome you back on board soon. If I can help with anything else, please contact me directly using the blue link below.



      Best regards

      ******************************
      British Airways Premium Escalations Team
      Your case reference is*********

    • Initial Complaint

      Date:02/21/2023

      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.
      On October 1st, 2022 I was forced to pay $160 to select my seat for my return flight home using British Airways for an American Airlines refundable vacation that was book. ****** was the return flight number on British Airways. Unfortunately I had to cancel this vacation. When the package was cancelled, I was told I would need to contact British Airways for the seat selection refund. I contacted British Airways on 2/12/23 and was responded to by British Airways on 2/13/23. I was told I would have to get the refund from American Airlines. American Airlines again stated that because British Airways charged the fee, the refund would have to come from them so I contacted them back. the representative then told me he understood why I was complaining despite the fact I had been very polite and professional throughout the process and then informed me the $160 seat selection fee was non refundable. Why would a refundable flight have a non refundable seat selection fee and the first representative tell me it was refundable for the second to be rude and state that it wasn't? I would like this fee refunded. British Airways has been fraudulent in their collection of this fee for a refundable flight and then again claiming it was refundable to then turn around and say it is not.

      Business Response

      Date: 03/16/2023

      The following email was sent to ********************* on 16Mar23:

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

      Thank you for contacting the Better Business Bureau.  A copy of your correspondence has been sent to Customer Relations and we have been asked to respond to you directly.

      I am sorry you could not travel as planned and canceled your American Airlines booking.  While I understand your reasons for asking for a refund of the $160 you paid for a selected seat on our flight, our agent was correct when she advised you that charge is not refundable.

      Although we are ***************** with American Airlines each carrier still has their own polices regarding baggage and seating.  So while your travel tickets may have been fully refundable with them our prepaid seating charges are only refundable if we cancel your flight or you didn't get the seat you chose on the flight. For more information regarding prepaid seating click on this link ***************************************************************************************; I am sorry that you were misinformed. 

      Thank you for getting in touch and for giving me the opportunity to respond.  We hope this will not deter you from traveling with us in the future.  




      Best regards

      ***************************************
      British Airways Customer Relations
      Your case reference ***********

      Customer Answer

      Date: 03/28/2023

      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:


      To Whom It May ******************* statement is not correct that I did not respond.

      As my response came directly from British Airways prior to the BBB, I responded directly back to the company citing the laws that they were violating. They have failed to respond to this as of yet.

      This should not be closed, nor considered complete. Unfortunately, so that customers do not have proof of their communications to British Airways because they are not sent a copy or notice of submission unless they respond, I do not have this to provide to you, but again, it is not resolved.

      Thank you.

      Best Wishes,
      *********
       

       
      Sincerely,

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




       

      Business Response

      Date: 04/04/2023

      The following email was sent to ********************* on 03Apr23:

      Dear ** *******

      Thank you for your latest correspondence you sent to
      the Better Business Bureau dated 28 March 2023. 

      I am sorry you remain
      disappointed with our replies to you regarding the refund of your prepaid
      seating.  Our position on this remains the same, our prepaid seating charges are
      only refundable if we cancel your flight or you didn't get the seat you chose on
      the flight. For more information regarding prepaid seating click on this link **************************************************************************** 

      Since I am unable to refund the prepaid seating charges, as a goodwill
      gesture, I have arranged a eVoucher for you in the amount of $160.00. 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:

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

      Again my renewed apologies for any misunderstanding or misinformation you
      were given. Thank you for coming back to us about this. We hope this outcome
      will not deter you from traveling with us in the future.  
       
      Best
      regards

      ********** *********
      British Airways Customer Relations
      Your case
      reference is:********

      Customer Answer

      Date: 05/03/2023

      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:

      I live in Missouri. British Airways has no domestic flights out of Missouri that would even afford me the opportunity to use this credit, only international.Therefore, they are fully aware that this resolution will result in them maintaining this $160 credit so this is only a resolution that solely benefits them. They can refund the charge at their discretion, they are choosing not to. 

       


       


       


       


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




      Sincerely,



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







       

    • Initial Complaint

      Date:02/15/2023

      Type:Service or Repair 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.
      I purchased two special seats on BA flights from ***** -*** and ***-*** in December 2022 for travel on 22nd January 2023. Unfortunately the flight from *****-*** was delayed and BA booked me on another flight from *** -*** At Mew ***** I requested the Agent to initiate a refund on my seat purchase from *** -*** as the seat I had purchased was not available. I was advised to file a claim on line when I reached *** I called BA customer service and spoke to three agents who again advised me to file on line. I filed a claim for a refund on line and received an acknowledgement. Since the acknowledgment in January 2022 and despite several calls to customer service and email requests I have not received a response from BA nor a refund for the seat purchased and that was not availed of due to no fault of mine

      Business Response

      Date: 03/16/2023

      The following email was sent to ****************** on 13Mar23:

      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 did not sit in the seat you had selected and paid for when you traveled with us this past January to ******.  Your prepaid seating charge for that flight were forwarded to our Refunds team and they have processed a refund of INR **** back to a Mastercard ending in **** on March 08,2023.  Please allow one full billing cycle for the credit to post.

      Thank you for getting in touch and for giving me the opportunity to respond.  We hope to welcome you on board one of our flights again soon.

      Best regards

      ***************************************
      British Airways Customer Relations
      Your case reference ***********

    • Initial Complaint

      Date:02/14/2023

      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.
      After booking an international flight for my wife and I through American Airlines operated by British Airways on Feb 6 at the premium economy level, I sought to get seat assignments so that my wife and I could sit together on this long flight. As it turns out, British Airways assesses additional fees for seat purchase even at the premium economy level which I paid (for two legs of flight) for a total of $504. Within 12 hours, and as a result of other frustrations related to flight arrangements, I cancelled these flights and sought a refund from American and British Airways. American has refunded my credit card but British Airways has not and has indicated that they will not. I thought it ridiculous to have to pay for seat assignment after already paying for premium economy but then to refuse to refund after cancelling within 24 hours is outrageous! I seek to have this $504 refunded.

      Customer Answer

      Date: 03/11/2023

      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:02/13/2023

      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.
      We cancelled my family's travel last summer due to all the issues with British Airways losing luggage and cancelling flights, we were afraid to get stranded. I received a voucher for $3171.48 for those flights. I rebooked on 1/1/23 for travel in June 2023. I used the voucher and then paid additional money for a total of $4836.48 for the new flights. I recently found out there is an issue at my job for my travel dates. BA says you can change your booking if you pay the difference in the fare. I went on the BA website and found flights that would work for us that were $4773.60. I then called BA to switch to those flights and was told it would cost $1416.40 to switch to those flights. I told them I had looked them up on the website and they were less than what I had paid. The customer service rep said the prices on the website are for new bookings only, and that the fairs are higher for changes. I was never informed of that ahead of booking, and the website even says "You can change this flight at any time and only pay the difference in the fare per passenger." I could not find it listed anywhere that the fare is higher if you are changing flights. This policy seems dishonest. I submitted a complaint directly to BA more than a week ago and have not received any acknowledgement or response,

      Customer Answer

      Date: 03/09/2023

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

      They still refuse to let me book the flights for the price listed on their website. They want to charge me $800 more for the same class of ticket because they "have to" charge me a higher fare because they can't refund me anything. I can't even get within $500 of the original price I paid; the lowest they were able to find was $800 more. When the flights I want are about $100 CHEAPER than my current booking. It doesn't make any sense. I was never asking for a refund, I just want to switch the flights for the same or similar price. When I bought the tickets it specifically said no additional charge to change flights.

       

       

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

      Sincerely,

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

      Business Response

      Date: 05/03/2023

      The following emails were sent to ************************** on 07Mar23, 16Mar23 & 02May23:

      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 to hear that you may not be able to travel this coming June as you mentioned in your correspondence. Since you did not include your booking reference or ticket number I was unable to find you in our system so I cannot reply to your complaint fully. 

      I understand that you had called us and you were quoted an additional $1,416.40 to change your dates of travel.  The additional amount you say was more than what you were seeing the flights for on our website and you mentioned that to our agent.  Our agent was correct when she said that the fare you were seeing was for new bookings.  Since you have an existing booking, any changes you make will be per the fare rules you already purchased, so you will be responsible to pay a penalty change fee, and the difference in fare and taxes, if any.

      I hope I have managed to explain in more depth why you were quoted that amount to change your tickets. 

      Thank you for getting in touch and for giving me the opportunity to respond.  We look forward to welcoming you on board our flights.  



      Best regards

      ***************************************
      British Airways Customer Relations
      Your case reference ***********

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

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

      Thank you for sending me your booking reference number.  I have reviewed your travel record ****** and the facts remain as I had mentioned in my previous email. 

      Both fares you had purchased were non-refundable with penalties and restrictions so any changes made you will be responsible to pay a penalty change fee, and any difference in fare and taxes per ticket.  I realize this is not the response you were hoping for and I am sorry for any further disappointment. 

      Thank you for coming back to me about this.  We look forward to welcoming you and your family on board our flights this coming June.   

      Best regards

      ***************************************
      British Airways Customer Relations
      Your case reference ***********

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

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

      Thank you for your latest correspondence to the Better Business Bureau dated 20 April. 

      I have reviewed your travel record ****** and see that the fare you purchased is non-refundable with restrictions.  I can assure you that your fare would not allow changes free of charge. 

      When you have an existing ticket any changes to the dates, flights or routing are subject to availability and per the fare rules.  You cannot cancel your existing booking for a full refund because your tickets are non-refundable so your refund would be minimal. 

      You were in touch with our call center two times on 21 February 2023 and each time our agents explained that for the day changes you are asking about you were quoted $803.40 and advised that the difference is subject to availability and the fare difference can change as with any fare it is not guaranteed until purchased.

      I am sorry for any further disappointment.  Thank you again for getting in touch and for giving me the opportunity to respond further.  



      Best regards

      ***************************************
      British Airways Customer Relations
      Your case reference ***********

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