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:01/04/2023

  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.

  My luggage was totally destroyed during my flight while I was on a short business trip to Europe. To be able to travel back, I had to purchase a new luggage similar to one that was destroyed by the airline. I filed a complaint, followed all instruction, but after several emails confirming my case (********), I can't get in touch with the airline and didn't get money back.

• Initial Complaint

  Date:01/03/2023

  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.

  Date December 5th 2022 Flight cancellation and miss connection. Claiming for incurred expensive due to the disruption. BA551 on 05 Dec 2022 ***-*** and other flights on your booking are cancelled. Due to the cancellation I missed my connecting flight from ****** to *******. After waiting from 8am to 11:30 pm to get on a flight to ****** I had to arrange a hotel. I submitted a claim with supporting materials for meals, taxis, hotel and flight disruption. I have not received my refund and I am incurring interest. I think after the delay and expenses BA should refund me immediately as this is a clear cut claim that was clearly out of my control. Also my baggage was lost and I had to wait several days before retrieving it. Very stressful situation. I hope BA will show loyalty to frequent customers. I wish to be reimbursed for expenses submitted, inconvenience, interest and exchange rates, loyalty. Confirmation number ******

  Customer Answer

  Date: 01/27/2023

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

• Initial Complaint

  Date:01/02/2023

  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 made a booking with British Air on 3/5, 2022 for a ******* to ****** round trip using **** booking ****** for $2047.17 leaving May 18 and return flight June 8 leaving ****** at 9:40am.I needed to make a departure time change due to Covid appointments and other travel requirements. I paid $749.00 to change the departure time on June 8th to 3:35pm. BA informed me before I left that my June 8 flight was cancelled, no explanation was given, and I was rebooked on the same day for the the 9:40 am flight that I paid $749 to change. I was told at that time to apply for a voucher or refund on my return. I have written 4 times to Customer Relations and have only been offered a 50 voucher. I am not questioning the cost I made to make the time change only that I should be given compensation from them when they didnt provide me for what I paid for. I have also looked at EU261 and this looked like its covered. Any help to resolve this issue would be appreciated. Thank you.

  Customer Answer

  Date: 01/27/2023

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

• Initial Complaint

  Date:12/30/2022

  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.

  Case Number: ******** ************************* was dealing with my complaint and all of a sudden stopped replying to **** need this resolved ASAP. I am still missing Avios and Tier points from a previous booking (relating to Case Number: ********) and now missing Avios and Tier points from a flight after the previous complaint was submitted. To summarize, there was an existing complaint with BA under Case Number: ********, that has not *** 100% resolved, since that complaint was submitted, another issue came up so therefore there is 2 complaints outstanding.

  Customer Answer

  Date: 01/23/2023

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

  I have also reached out to you (the BBB) multiple times to advise that the details you are showing for the complaint are wrong but I have heard nothing

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

  
  

• Initial Complaint

  Date:12/30/2022

  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.

  Dear BBB, We had a family trip planned for Thanksgiving of 2021 with British Airways confirmation # ****** for 3 tickets for premium economy from *** to *****. Our flight had a connection in ****** then ***** and then *****. Once we got to the airport the airline informed us that we need a health clearance form for *****. We had our Covid vaccination records with our ** health forms filled out according to everything posted online. We managed to fill out the new forms for ***** requested by BA for 2 out of out 3 passengers and requested for them to board us and figure out the form for the 3rd passenger. They denied our request and promised to put us all on the next flight together. Once the flight left the agent never came back. We later found out that the forms were not even required for transit travelers. We had to rebook on a different airline and lost over $4k in our ticket cost. I have been corresponding with BA for a year!! If you can provide any recommendation and help us get a refund for the flight that we were wrongfully denied to board we would be grateful! As you can see in the attachments Ive been in correspondence for a year and other than empty apologies I havent received anything of substance. I have many other correspondence emails and am happy to provide them if you need more documentation.

  Customer Answer

  Date: 01/24/2023

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

  [Your Answer Here] Hello - I've received total of $406.65 in my account from British airways recently  , I tried via email and phone to reach them and get any update regarding this payment  but was not able .

  We paid about $4000 for our 3 tickets and we were at the airport hours before departure and as I explained It wasn't our fault . Pls let me know what my options are at this point.

  thank you.

   

   

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  At this time after my last respond to you , I have not been contacted by British Airways regarding complaint ID ********.I emailed them twice and called them so many times 
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:12/29/2022

  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 traveled with British Airways on 11/5/22 and on 11/14/22 under confirmation/booking reference # ****** For each flight, I paid an additional $52.00, for a total of $104.00, to select my seat. I paid these additional fees to secure a seat near a restroom, at the very rear of the plane. The entire purpose of paying to ************* was to be able to use the restroom the seat was near. Unfortunately, the restroom near my seat in the rear of the plane was out-of-order and completely unusable, even to wash one's hands, it did not function AT ALL.British Airways was aware of this issue well before I even boarded the plane. In fact. it had been an issue on previous flights as well, which British Airways admitted. Additionally, the in-flight entertainment options at my seat were broken. When I asked for a refund for the $104.00 fees I had paid, British Airways refused. I was also never offered another seat. I am requesting the BBB's assistance in obtaining a refund from British Airways and also to highlight the dishonest business practices I encountered.

• Initial Complaint

  Date:12/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to request your help with a refund and to change British Airways' unfair and misleading business practice for cancelation and refund of airline tickets. We paid nearly $1300 for 2 tickets in early October. In December, we were required to cancel the trip because my mother-in-law broke her wrist and couldn't travel. We have since learned that the tickets were non-refundable and under BA policy that means a total forfeiture of the fare paid at cancellation. However, at the time of cancellation, we were prompted online that the tickets could be canceled and a refund issued. There was no indication, acknowledgement required or disclaimer that we would be forfeiting the entire fare of over $1000 - rather, we were simply prompted that we could cancel the tickets and would receive a refund. Had we known that we would not receive a full credit for canceling, we would have never chosen to cancel- we simply would have rebooked the tickets for next year. In fact, I don't know a single person who would knowingly chose to forfeit their full fare when they could simply reschedule. BA does not advise of this information or option at their cancellation page and I am sure that is the precise reason they intentionally fail to disclose this to patrons with a disclaimer of such at the time of cancellation. As an attorney myself, I cannot imagine as an airline or industry the *** would encourage a business practice that intentionally misleads customers so the airline can keep money which the customer would have received back had they simply been advised at the time of cancellation of their forfeiture and reschedule option. A simple notice to the customer that the ticket was non-refundable - rather than stating we were entitled to a refund. Or acknowledgment by the customer of the refund restriction or option to reschedule their flight and they would not lose the fare. BA does this knowingly and intentionally to mislead customers. We our filing this complaint to ask for assistance with a refund and a change in BAs unfair business practice.

  Customer Answer

  Date: 01/24/2023

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

  [Your Answer Here]

  I have not received a resolution to this complaint- BA has denied the complaint and kept the money for the tickets I purchased. 

   

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 02/27/2023

  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:12/23/2022

  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.

  Reference British Airway (BA) Member ******** On 12/20/2022 I tried to book flight from British Airway (BA) their partner Alaska Airline.I was not been able make reservation directly from their website and was told by **************** that I will avoid paying $50 ($25 x 2 passenger).I was charged $50 for booking through.My booking number is ****** (April 11, 2023 from ************* to ********)

  Customer Answer

  Date: 01/17/2023

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

• Initial Complaint

  Date:12/22/2022

  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 applied for a *************** **** card and one of the perks is that I received 10% off when I purchase flights through BA site. Every time I tried to use the code ********* that was provided to be in their agreement it never works. I reached out to both BA and Chase for years now, and they keep blaming each other. I was finally told that is a BA issue. I put in a number of claims with BA for my refund and they either never get back to me or keep denying my claim. I have spent over $11,000.00 and owe a refund of over $1,000.00 US dollars. Flight info:Reservastion #: ****** Ticket - ************* Ticket - ************* Reservation #: ****** Ticket - ************* Ticket - ************* Ticket - ************* Ticket - ************* Thank you for your help on this matter...

  Customer Answer

  Date: 01/16/2023

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

• Initial Complaint

  Date:12/22/2022

  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.

  Our luggage from our most recent flights on BA280 on 12/10/2022 has gone missing, and it has been over 9 days since weve had access to those bags.When reaching out to British airways customer service or their office in CAI, we get no response or update regarding our luggage. Weve had to go out of pocket to cover the costs of new clothes, and the items we had in our bags were worth over $3,000. We want compensation for our missing items and for the purchases we have had to make in the meantime. If the luggage is in ******, which it should be, we want it delivered to us immediately. When speaking to BA representatives in ***** and ******, they openly stated that they did not intend to send any rush request to deliver our luggage, nor did they even confirm that our luggage was in ******. This openly willing neglect is paired with the issue between the ****** and ***** offices in which both say that the other location should compensate us, sending us back and forth in a meaningless circle. We want our luggage and compensation, or we want the airline to be fined for this neglect.

  Customer Answer

  Date: 01/15/2023

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