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

  710 McDonnell Rd San Francisco, CA 94128

• 

  Open Skies, Inc.

  6322 S 3000 E Ste 150 Salt Lake City, UT 84121-6921

• 

  Open Skies, Inc.

  6322 S 3000 E Ste 150 Salt Lake City, UT 84121

• 

  British Airways

  Lester B. Pearson Airport C/o Passenger Baggage Claims P.O. Box 10 Mississauga, ON L5P 1A2

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:10/11/2022

  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.

  British airways did not give the service promised and put my aged parents through physical, mental turmoil.They travelled from ******* -******* on 08/16/2022.They were supposed to get a connection flight at ****** ******** airport.They were to reach for a drastic accidental death and this was an emergency travel.Below are the issues 1. Wheel chair was not provided for them inspite of booking information has that and my parents asked the BA agent at ******** airport 2. Less staff for anything and security clearance was not done on time and they missed the connecting flight , hence their dometic flight and could mot make it to the funeral 3. They were made to travel after a day due to which they missed their domestic flight in ******* 4. All luggages were lost 5. After a week when the luggage was given it was completely damaged and the suitcases cannot be used any more.6. Items missing Being so old for them to go through all this in a matter if 2 days was draining physically and mentally and leave alone the financial turmoil loss they had to face.I need my return ticket money refunded by brotish airways for the losses and turmoil experience we had.A flight service is not just reaching from point A to point B It is to reach A to B on time with their luggages and items and securely.I filed a claim and no one is responding to any questions or any update in the past 2 months

  Customer Answer

  Date: 11/05/2022

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

• Initial Complaint

  Date:10/11/2022

  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.

  Purchased 2 tickets RT from *** to *** on Sep 19, 2022 at the British Airways website. While proceeding to checkout I Was prompted to apply for a BA **** Card from Chase and get a $500 credit. It showed my ticket purchase price of $1559 - $500=$1059, meaning that I'll get the $500 credit if I applied for the **** Card. I did and got approved within minutes. So when I reached to make the payment, I had to use a previous card for that. I got the card in the mail a few days later. I have been given the run around between Chase. and BA. Each claiming the other responsible. My 2 cents is that BA deliberately misled by showing the credit on my ticket purchase with the amounts shown above. They now seem to suggest that you have to use the **** Card for a future BA purchase, within the next 12 months to receive the $500 credit. This is clearly a bait and switch operation. No place in their prompt to sign up for the Chase Card did it say:For future purchases within 12months.I would like that BA be reprimanded for not following Truth in Advertising and for them to own up and send me the $500 credit. Also, if I am not satisfied, I should be able to cancel this Card that has an Annual Fee of $95.

• Initial Complaint

  Date:10/11/2022

  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.

  On December 24, 2021 we arrived well in advance of our flight BA 303 at *** international airport in *****, ****** to *******, ***. Our vaccines were verified thus allowing us to check our luggage in received our boarding passes and awaited at the gate. We were involuntarily denied boarding for unknown reasons without receiving compensation nor an explanation. A formal complaint was filed with BA on December 25 2021 and again on September 7 2022. I received no response (except for automatic) until today October 11 2022. I have also tried contacting BA via telephone numerous times to no avail. As a result of not being able to take the flight for unknown reasons and as I did not receive the services paid for, initiated a dispute for this charge in the amount of USD ******** with ************** During this dispute, ** claimed we were 'no shows'. This is a flagrant lie to a **** federally insured financial institution. For this dispute I uploaded tangible evidence we were at the airport (physical boarding passes received upon checking-in, passport stamps at customs, a taxi receipt showing the drop off at the airport with the time indicated, physical sticker placed on a luggage) etc. Within BA response on October 11 2022 they claim we did not have the correct Covid vaccination requirements. Such response shows BA does not know the regulations or are clearly intentionally illegally denying entry for profit. As I am an ******** citizen I do not need a vaccine to travel to the **** these requirements do not pertain to **** citizens. Furthermore, you may enter if a country has limited supply of vaccines which is the case with ****** where we are vaccinated we were only allowed 1 shot of ****** and could not receive our second dose which is counted as a booster until April. I do not understand why this flight was rescheduled for December 25 2021 without my permission the very next day as there is a 14 day inoculation waiting period.... BA keeps changing its false narrative.

• Initial Complaint

  Date:10/11/2022

  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.

  The flight was on September 12, 2022. The connecting flight was cancelled due to mechanical issues. They put us on a different airline in economy despite paying for economy premium seat. The person ******* helping rebook the flight told us a refund would be given for the more expensive seat cost. We have received no refund. I filed a grievance on their site and have received no response. I think it is fair to pay the difference in the seat cost from an economy and economy premium seat.

  Customer Answer

  Date: 11/04/2022

  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]

   

  The business sent me an email saying they have not gotten to my complaint and it will be longer  

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 12/20/2022

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

• Initial Complaint

  Date:10/07/2022

  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.

  British airways didn't deliver my family luggage on the return trip on July 30 from *********** to ***. It took around 2 weeks to get some of the lost/delayed luggage after making 30+ phone calls over more than 12 days and spending a frustration total of 20+ hours taking to them or waiting on hold trying to helplessly get an answer or any useful information from them. Their deliver system is a black hole and they lost track of the luggage after handing it to an unreachable delivery partner and assumed that means it was delivered. The luggage was not the only problem British airways caused but it's the focus of this complaint. Their staff at the airport and information online and their customer call center said to buy any essential stuff needed while the luggage is missing and then file a case to British airways customer relation department to get a refund because according to them this is the only department that can process those claims and they cannot be reached except through the online system. We filled a case online to get refund for the essentials and it has been a month and half since we did that, and there is no answer or update and their customer relation department is not reachable and do not answer calls (their recorded message indictes they no longer take phone calls). The reservation in question is ******* last name for 2 passengers on the baggage claim case ******** is Shomali. We are seeking help to get the refund for what we purchased, plus interest on the money spent since they have not refunded it after a long time, plus compensation on the huge time spent following up and tracking the problem for 2 months now and frustration caused and still ongoing anxiety.

  Customer Answer

  Date: 11/01/2022

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

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

  
  

• Initial Complaint

  Date:10/07/2022

  Type:Order 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.

  Booking reference # ****** On July 19th I had submitted a complaint form (case # ********) with regards to the fact that British had misplaced our luggage during our wedding trip to ***** and we've lost 2 days and incurred additional expenses in retrieving them, for which I had provided all copy of receipts for. I requested for my expenses to be reimbursed, to which I had provided my banking info and was told in 2 weeks I will be receiving it. It's been 2 months and British Airways has not processed my reimbursements and stopped answering my follow-*** on the matter.

  Customer Answer

  Date: 11/01/2022

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

• Initial Complaint

  Date:10/06/2022

  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 arrived at American Airlines 3 hours prior to departure. They were extremely understaffed. After an hour standing in line I asked the lobby attendant can they do something to speed this up we are about to miss our flight. They ignored us until a family of 5 joined the line. At that point they ushered them and our group behind them to customer service a shorter line. We finally get waited on and we are told we don't have enough time to check our bags but due to the layover in LA we can catch another flight and still make our international flight. She said go to Southwest or ***** for tickets. We walked with 3 small children riding trains with luggage to try to get on another flight. all sold out. We approached ******************************* and spoke to a manager who said our reservation was documented as a no show by American so we need to get them to change the notation and they can try to rebook, I went back it was notated. We also got where we were told to get out we need to purchase additional tickets. I reached out to American Managers and showed them the agent who helped us and didnt document we were at the airport. The have us record locator number AFM-RXS Flight 650 to *** at **************. I got them to document it in the system but they stated that because American is not the official merchant and British Airways hasnt given control of the ticket to them they are unable to credit and rebook me. I had to purchase tickets to ***** through ***** Airlines. I did call ******** Airlines again because _************ On friday night i got a answering machine.I even was given a none working number by British to call for flight credit. I requested a full refund and was told go online and submit a request online. 10/1/2021 I want a refund as you didnt follow your terms to rebook. I have proof from Uber and **** of America disputed twice From: British Airways ******** Services <************************>Date: Thu, Sep 30, 2021 at 3:58 PM

  Customer Answer

  Date: 10/31/2022

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

• Initial Complaint

  Date:10/05/2022

  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 took a flight from ****** to ****** on 09/29. (Case reference number : ********) The airline lost my bag for 2 days cause they never loaded it on the plane. Cuz of this I had to buy a new carry on and clothes. I would like to be reimbursed for the items I had to buy and some sort of compensation for them losing the bag for 2 days.

  Customer Answer

  Date: 10/29/2022

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

• Initial Complaint

  Date:10/05/2022

  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 wife and I earned a companion voucher from British Airways from the use of a credit card. The pass was set to expire in September. We could not travel prior to expiration due to the world being shut down for COVID and the US **************** recommendations not to travel to the places we want to go. We contacted British Airways prior to the expiration of the voucher to request an extension and the customer service person said that they dont have the authority to extend the date but would request an extension, and we should hear something within 7 days. We did not hear anything and I contacted them today and the voucher is no longer visible on the account and the person who answered the call said the same thing and that we should hear something within a week. This is unacceptable. We request that British Airways acknowledge the lack of ability to use the voucher and that they extend the expiration date. Our Avios memership numbers: **************************** ******** ****************************** ********

  Customer Answer

  Date: 10/29/2022

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

• Initial Complaint

  Date:09/30/2022

  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.

  I booked a flight in July 2020 (Itinerary *************) through Chase Travel from ******* to ******* to ******, Ireland before the pandemic hit with British Airways. Due to pandemic I asked for a flight voucher and it was granted. The voucher is good until July 2023.Through Chase Travel I attempted to book the same flight with the voucher for November 2022, but British Airways wanted to add several layovers each way to the itinerary, which doubled the travel time and increased fare several hundred dollars. There were several other options that matched my original origin and destination airports with one layover each way and for less than the cost of the original ticket. But I was only given the multi-layover option. After over an hour of holding on the line with the Chase travel agent, they could not get a response from British Airways. At this point I asked for a refund. It has been over a week and Chase Travel informs me British Airways have not responded to their inquiries. I have now had to book and pay for another flight to Ireland to visit my elderly grandparents and 2 years later British Airways still has my money and won't even respond to the credit card company.