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

  710 McDonnell Rd San Francisco, CA 94128

• 

  British Airways

  2 Park Ave Room 1100 New York, NY 10016

• 

  British Airways

  551 5th Avenue Suite 725 New York, NY 10178

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:12/21/2022

  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.

  Used a BA voucher to go to *********. Called BA agent to book the flight and they said I had to land at ******* (***) instead of normally ******** (***). This meant that I needed to pay for transportation to *** and miss an earlier flight to Barcelona. My return flight brings me from Barcelona to *** and then I would have to pay for transportation to *** and miss my later afternoon flight to *****.There are flights that leave ***** that go to *** but under the affiliate American Airlines and the flights are more frequent and I would be able to catch the earlier flight to Barcelona as well as get a flight back to ***** if everything was through ***.I believe this discriminates against BA voucher holders and prevents these people from getting connected to the flights leaving ***.I wrote to BA on 12-7-22 and they didn't respond. I wrote to BA again 12-20-22 and was told they were busy but would respond accordingly. I also complained to BA via their website for complaints, but no changes were made to assist me.

• Initial Complaint

  Date:12/21/2022

  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.

  My partner and I booked a round trip flight to ********* to shoot a wedding. We showed up to check in our bags and was given a boarding pass that said we were on stand by. We wanted to know what our seat numbers were so we waited at the airport and by the time we approached our gate, 2 hours later, we were immediately told the flight was overbooked and we did not have a seat. We called british airways and nothing was done. We were told by the staff to go back to the check in hub to get our luggage and see what could be done. To our demise we were told nothing could be done. No refund, no rebooking and we couldnt even find staff who would help us. Anytime a staff member did come to the desk and we asked questions they shrugged their shoulders, said our hands are tied and walked away. There were 7 other people with us in our same scenario and through conversations with some of the staff we came to learn that there was a mishap with several flight cancellations as well as british airways not having ample space on their aircraft. We were told the manager located in phoenix (this all happened in ******) was contacting british airways to tell them the flight was overbooked because the airlines was told we didnt show up. They are blatantly lying and trying to say we didnt show when really they over booked and no one is doing anything about it. We are now out $3000 from our tickets as well as the wedding we were contractually obligated to shoot so also $2000 simply because british airways refuses to tell the truth and try to even help us. we cant even rebook a flight through another airline using our credits, because according to them it is our fault for not showing up. Because flights are so expensive last minute during the holidays we are out of options and are going to miss our contractual obligation even though there are flights we could take to get there if the airlines would just rebook us.

• Initial Complaint

  Date:12/19/2022

  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.

  We flew from *** to ***** on Dec 1st (landing on Dec 2nd) - Booking reference: ****** We had checked in four suitacases and one of them was badly damaged when it arrived at the *************. We immediately informed the BA ground staff and they recommended filing complaint online. We did the same (case reference number : ********) once we got time.The BA team in turn put us in touch with their baggage team and they confirmed that the baggage is not repairable. They then offered us a non-branded suitcase which costs 50% of the amount that our original suitcase costs. I was clearly not happy with that so I wrote back to BA. The feedback I got is as follows: "You can either accept the replacement bag or you can claim through your travel insurance. We, at Customer Relations are unable to assist you further. I'm sorry to disappoint you"How is this even acceptable?

• Initial Complaint

  Date:12/14/2022

  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.

  British Airways complaint Date of Journey August 11 from *** to ********* Confirmation number; ****** Return journey: August 26 from ********* to *** Class: Business Complaint filed to BA: case number; ******** Complaint; 1: False advertising of business class: ****** to ********* and ***** to ****** flight is not business class. 2: *************** : They forced us to climb a huge ladder in the middle of the runway. There was no handicap access to board the flight- Very unsafe 3: Lost luggage: Luggage was lost on my onward journey from *** to *****. They did not deliver the luggage for four days and did not deliver at my destination. They dumped the luggage at the nearest airport of my home. I had to waste a day to pick up my luggage. 5: Processed all papers for reimbursement for things bought during the lost luggage period. BA has not refunded a *****.

  Customer Answer

  Date: 01/08/2023

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

• Initial Complaint

  Date:12/14/2022

  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 purchased a flight with British Airways direct from ************************************************* in *****, ****** to *** in ********. The flight was "canceled" and they bumped me to a NON-direct flight (I paid for DIRECT or otherwise would have booked with another airline if I knew I would have had to have a layover). I filed a complaint online about this with British Airways 6 months ago and have STILL not heard back. When I got to ***************** in ***** I told the woman working at British Airways what had happened with my direct flight being cancelled flight and being bumped to another flight, she said that was "impossible" because British Airways "doesn't have any direct flights to *** from *****************". If this is the case, British Airways is fraudulently selling flights that *don't exist* in order to get customers who are looking to buy direct flights, then they are claiming the flight is "canceled" and booking those customers on non-direct flights in order to get their business. If this IS happening I want to *** them - they should be shut down for fraud.

• Initial Complaint

  Date:12/14/2022

  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 booked a flight with British Airways on 6/21 and paid $87 for preferred seating on British Airways flight **** (eticket # ******). Due to weather delays, I missed my connection in ****** and was automatically rebooked on an American Airlines flight # ** without the preferred seating. Therefore, I requested a refund of the seat selection. I began the process on 8/25, (British Airways Incident: *************) and have only received auto messages stating someone will be in touch with me. I have yet to hear from anyone with an update on my refund. Im hoping going through BBB will help bring this nearly 4-month delay to an end. Thanks.

  Customer Answer

  Date: 01/07/2023

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

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair 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 booked a flight with British Airways online on November 4th, 2022. They charged me twice for the booking. I called British Airways on November 6th, 2022 to ask for a refund for one of the charges. They claimed they were processing the refund and it would take "14 business days." It has been over 5 weeks and the refund still has not hit my account. I just called them again and they told me it would be "another **** business days." I had to take money out of my savings account to cover the excess on my credit card bill. I can't dispute it with my credit card company because I don't know which charge corresponds to the correct booking. British Airways owes me $752.88.

  Customer Answer

  Date: 12/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  I do think British Airways takes way too long to resolve refund requests, especially if their website is prone to errors like this. They need to improve the process significantly before I will fly with them again!

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

  
  

• Initial Complaint

  Date:12/08/2022

  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.

  My husband and I were booked on Economy Premium on British Airways for our trip to ******* and ******. The issue occured during our return journey. We live in ******* and we were hit by a hurricane so our flight from ***********) to ******* (***) was canceled. We were fortunate to get another flight from *** to ***** (***). British Airways worked with ** to get ** Premium Economy seats as well. However, we had paid extra to select specific seats on our previous *** to *** flight and we have been waiting for a refund of that purchase since we didn't receive those specific seats....we took whatever the airline assigned us in Premium Economy. The price of the seats was $108 and $97 to a total of $205. I have messaged back and forth with British Airways since September and they keep sending me emails saying they are working on it but we don't have the refund yet.

• Initial Complaint

  Date:12/06/2022

  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.

  I booked an experience (tour) through the BA website using BA ************** Avios (****) and the excursion was cancelled by the operator and was supposed to be refunded. It has been more than 60 days and my Avios has not been refunded. I called customer service and they said they cant help and provided me with another phone number. That phone number said I need to claim online but there isnt anywhere to claim for cancelled experiences. I called back and asked for help since there isnt anywhere online and they said they cant do anything about cancelled excursions and hung up on me. I have now tried asking 3 different agents and they all just hang up when I explain the situation. I just want my Avios refunded since I never received the servies. BA used to have good service but every person Ive spoken to about this (as well as having 3 flights cancelled on the same trip) have been incredibly rude.

  Customer Answer

  Date: 12/30/2022

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

• Initial Complaint

  Date:12/02/2022

  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.

  Several months ago while traveling, British Airways destroyed an expensive Rimowa suitcase, one of a set of four I own. (ref: **********). ******, who offer a lifetime repair guarantee had already declared in writing that the suitcase was irreparable. ** promised to take care of it and I was eventually referred to a ***** luggage repair company ****** who insisted I send the case to them for their assessment. After they received it they offered me a cheap replacement bag which I declined. (they still sent me an old used, tattered Samsonite). All I had asked was to be referred back to BA. To have my case, so to speak, reviewed by a BA representative. Not a 3rd party business with a financial interest in minimizing my loss. Instead, the email address for ***************** gave me resulted in my being contacted by yet another repair company. This time in ******. (********). They were a good deal more obnoxious. After an exhausting and obtuse email exchange with them, they came up with what they claimed was a legal formula of depreciation and offered me 45 to go away. (it was a $800+ case). At this point, I did find another way to reach out to BA and got an email back from them stating they directed my issue to both ****** and K2 and there was nothing else they could do. They suggested I talk to MY insurance carrier. Seriously?. Anyway, I smell a rat. In essence, my issue is simple. BA destroyed my bag. They need to take responsibility. Their response, however, was to send my complaint (around the World) to a diminishing quality of 3'rd-party repair entity's who, unable to fob me off with a shabby, 2nd hand suitcase, simply walked away from the issue. I believe this is a deliberate and designed process to wear US customers like me down and indicative of a corporate culture of customer disinterest and belittlement. An infuriating game of pass the parcel. At this point, Its not really about the money. I simply don't think British Airways should be allowed to get away with it.