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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

    • 779 total complaints in the last 3 years.
    • 274 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:11/03/2022

      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.
      Total ****** Avios mileage points on my British Airways ************** account was remove from my account on Sep. 17, 2022 without any reminder or notice through email or phone call. I just noticed on Oct. 30 when I tried to make reservation, then called the customer service but was told that ***** points could not be restated after it expired or removed from the account. This is ridiculous that Avios member was not reached out at all before this incident, which I lost a lot of points. If I was noticed, I could spend few thousands points to make transactions and avoid this trajedy.

    • Initial Complaint

      Date:11/02/2022

      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.
      I was booked with British Airways (BA) to fly on 9/30/22 from *********, ** (***) to **********, ** (MAN) via *************** (***). My return ticket date was 10/26/22. At the *** *********** counter for the first leg of my journey from SAN to ***, I asked the BA employee if I could depart my journey at *** instead of MAN, and if it would impact my booking. The employee said it would not impact my booking so I checked my bags to *** only instead of MAN. At no point did the BA employee inform me that this would impact any part of my original booking. On 10/25/22 I attempted to check-in for my return flights on the BA app and website, but was unable to find them. I contacted BA customer service (BACS), who explained that because the counter employee did not update the computer system at her end at the time of my requested journey change, there was no record of the change in the system and therefore all my future flights were automatically cancelled. **** did not have the authority to reinstate my ticket and said that I would need to talk to someone at BA ticket counter, which was impossible to do by phone. The next day I travelled to MAN to see if the BA staff would reinstate my original ticket. The MAN BA staff put me in touch with a senior BACS rep, who refused to help me. By then I had missed the MAN to *** return leg of my flight, so was forced to purchase a new ticket for my original flight, which I then had to drive to *** to catch. TO RECAP: The original SAN BA counter employee failed to inform me that the rest of my journey would be cancelled if I exited after the first leg. She also, after being directly questioned, told me it would be fine to do so, as she checked my bags to ***. I also received no notifications from BA informing me after the fact that my return flights were cancelled.I am requesting a full refund on the new ticket, plus expenses and any other compensation owed. Please read my full complaint in the attached PDF.

      Customer Answer

      Date: 11/27/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:11/01/2022

      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 called and emailed to get my return flight changed. The person on the phone changed my flight from January 4th to January 8th. I then changed my hotels and transportation. Today someone emailed me back, weeks later, and said sorry they cannot change my flight. And magically my flight was changed BACK to the 4th. Thank goodness I took a screenshot when it was changed to the 8th. This is below. This is such a dishonest way to do business and I demand to speak to someone and have my flight restored to the 8th.

    • Initial Complaint

      Date:10/28/2022

      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.
      Booked a round trip ticket from from ********** to EDI departing 6/27. Flight on 6/27 was canceled. With a 24 hour departure delay. Gate agents reassured that compensation would be paid for the disruption. After filling compensation claim, and waiting 3 1/2 months for a response, airline claims compensation isnt due. Complaint filed due to misleading communication from British airways gate agents/compensation claim processing agent.

      Customer Answer

      Date: 10/28/2022

      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.

      Sincerely,

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



       

    • Initial Complaint

      Date:10/24/2022

      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.
      In November 2019, we booked two business class tickets on British Airways from ************* to ******, using frequent flier (called Avios on BA) points with significant taxes and fees totaling $3086.84. Those taxes and fees were paid with a **** credit card. The booking reference is ******* On March 14, 2022, we received an email from British Airways, informing us that they were cancelling the travel voucher that had been previously provided to us after they cancelled the November 2020 flights due to COVID. They advised that any frequent flier (Avios) points would be returned to the account and any money paid would be refunded to the original form of payment. Unfortunately, the $3086.84 was charged to a credit card that was open when the tickets were purchased nearly 3 years earlier, but had since been closed. I have since called the customer service department multiple times then, always being promised that they would call back with information about the reference number that would prove that the funds had been transferred. I have NEVER received that information, and it is clear that they have no proof that they returned the $3,086.84 to me, especially since that credit card was closed at the time they said they sent the payment.

    • Initial Complaint

      Date:10/21/2022

      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.
      Took a flight out of *** to *** on October 7th, 2022 for a final destination of ********. After boarding the passengers were informed that the flight was delayed due to "Engine #3 was unable to reverse and that was used to brake and land". They updated us often but the final delay time ended up being over 4.5/5 hours. Missed my connecting flight. BA put me on a Stand-by flight a couple of hours later and eventually got to my final destination. On the flight they announced to ALL passengers that "due to our delay we were entitled to compensation under ** law and to please visit the **************** desk or go to the website for help". All 4 of my flights with BA were either delayed or missed the connection. When arriving home I filed a claim online and was given a response "Your claim's been refused because BA0286 was delayed because crew sickness". That is a blatant lie and I wrote back that is not what over 200 passengers were told. I understand that things happen but please dont lie to me. I received a response back again with "As your flight was delayed due to crew sickness, it means you're not eligible for ** compensation". BA could make up any excuse they want and not be held liable for mental and/or physical damages. This is not okay and I believe I am still entitled to compensation for my delayed flight. I will also be contacting my local news station to let them know this issue when traveling by plane especially since the cost of fuel and inflation has been out of control. People shouldn't lose out on a vacation or business trip because the airline decides to make their own rules and break them too.

      Customer Answer

      Date: 11/15/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:10/19/2022

      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 had booked a airline ticket from ******* to ***** (Ref: *** ******) on British airways in Oct 2021 as the tickets were a bit cheaper at that time for myself and my family.Unfortunately I was diagnosed with Covid yesterday.I was suppose to fly on Oct 20th.I called the airlines to inform that I have been tested positive and my whole family has symptoms and on because of the medical condition ,I will not be able to travel on that day.The agent informed me that their policy has recently changed and they will postpone the tickets only after paying a hefty fine of around 250CAD per ticket which in total amounts to ****CAD plus the service fees and the fare difference.Sir ,I have registered a complaint as well on the British airlines website as well and requested the airlines to kindly cancel it and issue me the refund as i cannot presently travel because of my unforeseen medical(covid )condition and it will be exceptionally costly to bear the airline penalty ,service charges and the fare difference .Sir,I request you to kindly assist me ***********************

      Customer Answer

      Date: 11/12/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:10/19/2022

      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.
      We traveled on British Airways from *********** to ****** to *********, S. Africa. We had a problem on our return flight which was from ************ to ****************) to ***********. Our return flight was on British Airways flight **** from ****** to *********** on June 18, 2022 was cancelled at the time of boarding. Our tickets were preminum economy tickets but British Airways rebooked us on regular economy seating on American Airlines. We have repeatedly requested reimbursment of the difference in airfare (from premium economy to economy fares) online but have not had any meaningful response from British Airways since June. We only get autoamted emails saying they are looking into it. We are unable to reach them by phone, either.We think British Airways is not being responsible for reimbersing our money in a timely fashion.

      Customer Answer

      Date: 11/14/2022

      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:10/18/2022

      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.
      I paid for and booked a round trip flight to ******, ** from *******, **. I paid for business class seats for both flights. On my return flight I was told my seat was broken and I was downgraded to economy. I have since spent the last 3 months seeking reimbursement for the difference in fare. British Airways has made no attempt in returning my emails, phone calls, etc. I even have **************** contacting them and BA will not talk to them either. This is incredibly unprofessional and at this point is considered theft as I paid for a business flight and BA made me fly economy with no compensation or refund. I am demanding a refund for the entire fare of both flights at this point as compensation for all of my wasted time and inconvenience on my return flight. Please find the necessary information in the attachment labeled "Evidence Packet1".

      Customer Answer

      Date: 11/14/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:10/12/2022

      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.
      Booking # ******. Oct 5. ***-******. I paid for 2 business class seats for $3,196.38 at the boarding gate. After we boarded the plane we were told the business class seats were cancelled because one of the seats was broken and the other was given to another business class passenger because his seat was broken. We had to sit in our original economy class seats.

      Customer Answer

      Date: 11/06/2022

      Better Business Bureau:

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

      Sincerely,

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

    British Airways is NOT a BBB Accredited Business.

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