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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.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 780 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:02/02/2025

      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.
      Heres the updated version with that detail included:---I traveled with British Airways on a round-trip from ******* to ****** to *****. My outbound trip was delayed 2.5 hours due to plane issues, causing me to miss my connection, which was canceled. I was rebooked on a flight 9 hours later, delayed another 1 hour 45 minutes. On my return, I received an email stating my flight was delayed with "no expected time at this moment." The website showed the original time, ****** indicated 4 hours, and a phone agent confirmed 2.5 hours but couldnt send an updated ************ total, I experienced over 12 hours of delays and a canceled flight within 24 hours. When seeking compensation, I was told to call, then email, but the email only acknowledged my case and provided unrelated FAQs. A follow-up call led to a link with no response. Additionally, the compensation form requires a British sorting code for bank details, which Canadians dont have. A representative advised me to fill out an alternative form, but I have yet to receive further guidance or resolution.

      Customer Answer

      Date: 02/27/2025

      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:02/01/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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.
      Subject: Urgent Request for Full Refund Due to Medical Emergency - ******* ******** ****** (Booking No: ******** ***** ****** am writing on behalf of my mother, ******* ******** ******, who is in critical medical condition and unable to communicate. Due to acute breathing issues and recent knee surgeries, her doctors have strictly advised against travel until further notice. She is on high-dose medications, bedridden, and in no condition to fly.I booked a flight for my mother on January 6 under itinerary #************** (Confirmation: ******) for $929. The flight was scheduled from ******, *****, to ********* on February 4, with a return on April 15 to ******. Despite her critical medical situation, British Airways has unfairly deducted more than $176 from the fare, stating that only $756 will be refunded within 6-8 weeks. This delay and deduction are unjust, especially given her urgent financial need for medical care.Considering these extraordinary circumstances, I respectfully request that the full refund be processed without deductions.I appreciate your prompt attention to this matter and request a complete refund at the earliest.*****

      Customer Answer

      Date: 02/27/2025

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

       

      I did not receive the full refund of $928 despite the medical issue. They have yet to refund balance of $173.

       

       

       

       

      Sincerely,

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

    • Initial Complaint

      Date:01/30/2025

      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.
      Flew Vueling *** to ***. After arriving at *** we were notified by British Airways staff that 12 pieces of baggage were left behind at ***, this inluded both of my checked bags. The British Airways staff collected our PIR forms and informed us that our luggage would be shipped to our home addresses in **, ***. One bag arrived within a few days. My other bag was improperly taged by the Bristish Airways staff, causing an unknown piece of luggage to be delviered to me. I notified customer service immediately and they picked up the luggage. I have not recieved my luggage that went missing in June. I have an airtag in the bag and saw it travel through ******* and finally stop at *************** where it has been since July. I notifed Vueling of the location of my bag and it has not been returned to me. They refuse to take action. British Airway staff at LGW mistagged my bag, causing it to be routed to the wrong delivery address and end up at **************. PIR-******* original luggage tag: *** ****** * *** ** ******. Identification tag on luggage is: *********** ******************* +1 631b721 8855 Away brand luggage in dark grey, carry-on size

    • Initial Complaint

      Date:01/25/2025

      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.
      My Partner and I were booked for flight BA0435 from Schiphol. However, I was denied access to the plane and instruction were given by the officer to offload our suitcases. Reason was given that I need a transit **** for **************** because I have a SA passport. We went back to British Airways check-in desk but were told that this is my responsibility. It was proven that I dont need a transit **** for ********. After 4 hours the check-in desk found us and let us know that all is sorted, and we are now booked on flight BA451 departing 18:30. they confirmed the **** was not needed. This mistake by British Airways caused us a combined financial loss of $7,600. ***. We had to purchase two new tickets at **************, as we had missed our flight NZ283 on 23 Jan 2025 that left 6:30pm to ********************. We were unable to locate the Air New Zealand desk as they had closed for the evening. The only other option was to purchase new tickets to ***********. The earliest next available flight we could get was SQ295 Singapore Airline leaving on 24 Jan 2025 at 9:15am to *********** ************. By then we were at ************** for about twelve hours. These tickets cost us $6,870.91 for two economy tickets. From there we had to purchase another two new tickets via Jetstar Airline flight JQ 226, two economy tickets from ************ to ******** ***********, cost for $566.00 NZD.I also had to wrap my suitcase, cost $60.00 NZD, as it was damaged by British Airways when they offloaded it from the plane in ********. My calculation only includes our direct financial losses resulted from this mistake, and we expect British Airways to refund us in full for our financial loss $7,600. ***. How can one calculate the cost of stress, uncertainty and discomfort we had? It took us three days to get home. I expect British Airways to take full responsibility for this mistake our financial losses as this were caused by British Airways untrained and unprofessional staff.

      Business Response

      Date: 02/06/2025

      The following emails were sent 01Feb25 & 04Feb25:

      Dear  ******
      An update from British Airways
      Thank you for contacting the Better Business Bureau. Please can you reply with your British Airways booking reference number and we will look into this for you.

      Best regards

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

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

      Dear ******* ******
      An update from British Airways
      Thank you for your email. We need your British Airways booking reference number to be able to look into your issue that you have advised us about.

      Best regards

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

      Customer Answer

      Date: 02/07/2025

      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:

      Our booking reference: ****** as requested. 

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 03/05/2025

      The following emails were sent 15Feb25 & 25Feb25:

      Dear ******* ******
      An update from British Airways
      Thank you for contacting the Better Business Bureau.  Your correspondence has been sent to Customer Relations and we have been asked to reply to you directly. 
      We are sorry to hear that you were denied boarding on your recent flight from Amersterdam  and understand why you needed to contact us regrding this. We would also like to thank you for you patience whilst we got back to you.
      I have checked our records and can confirm that you were incorrectly denied boarding at ***************; and this meant you missed your connecting flight to *********. You were meant to arrive on 23 January 2025  at 16.55  on BA11 and we are disapointed to hear that this meant you arrived at ********* at ***** on the rebooked BA15 on 23 January 2025 as your rebooked flight incurred a 17 minute delay on arrival.
      You are each entitled to ****** in denied boarding compensation as your journey was over *****KM and this will be paid in your local New Zealand  currency. We are disappointed to hear that the denied boarding you incurred then caused  issues with your onward travel which you had on a seperate booking. You have advised us that the cost of your replacement  travel was NZD15,000.
      These costs are classed as consequential loss and you will need to claim these through your travel insurance. If all of the flights had been  made on one booking through us or a travel agent we would have rebooked you through to your final destination, however on the booking you made with us your journey ended in **********
      The best way to settle your claim is by bank transfer and it would be helpful if you could send me the following information:

      Your contact telephone number
      Bank name in full
      Bank branch name
      Bank country
      Account holders name as it appears on their statement or pass book
      Bank code 6 numbers
      Account number - Up to 14 characters

      You can send us your information by replying directly to this email. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
      Best regards

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

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

      Dear  ******
      An update from British Airways
      Thank you for replying wiyh your account information. We have raised as bank transfer for NZD2290.86. This payment will be in your account within the next 14 business days. Just to make you aware if you reply to this email within the next 72 hours it may delay your payment from being processed.

      Best regards

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

    • Initial Complaint

      Date:01/24/2025

      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.
      This complaint is in relation to another complaint I have filed against *************. I purchased a flight with British Airways over the summer and around Tuesday, August 27th, 2024, I was notified by British Airways that my flight was changed. As I purchased a refundable fare, I cancelled my flight and booked with another airline that fit my travel plans better. My confirmation with British Airways is # ******. To this date I haven't seen my refund. I contacted Priceline and British Airways around Christmas time where I would told by both that a refund was submitted mid October and that it takes 8-10 weeks. New Year came, no refund. Contacted both, and was told to wait until the date of this submission to get update. Contacted both and the answer i was given was to wait yet another two weeks. I am paying on a loan for this purchase through Affirm app on something I wasn't able to use, and I was told a refund was coming.

      Customer Answer

      Date: 02/28/2025

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding British Airways has been resolved.


      Sincerely,

      ***** *****

    • Initial Complaint

      Date:01/21/2025

      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.
      I went on a European cruise and used British Airways to fly out of ******. British Airways flew me and my niece (who was on the cruise and for whom the cruise was a graduation gift) from ***********, where the ship docked, to *********, then from ********* back to ******. As I have explained repeatedly, I am a cancer survivor, and this trip was exhausting enough without the additional ridiculous transition back and forth into ******* for seemingly no reason. On top of that, items I had in my possession for scar removal from my cancer journey were seized at ***********************, and I was given a ticket to pay to have those items shipped to me. I have since spent over a year contacting *** regarding shipping those items to me. I paid these people over $200 and have not received the items yet. No one at British Airways can explain to me the extra trip into ******* (and the extra cost), and no one can explain to me where my seized items are. I have filed a complaint with the ******************* already. A response from ********** ********* based on the NC Attorney General complaint was not only insufficient --it was also inappropriate and I do not want to hear from her again. Her response included discussion around why I should not have agreed to or purchased the tickets if I was not happy with the routing. I am not familiar with almost all of Europe, but I am familiar with the notion of "common sense" and "logic," and it seems illogical to fly someone in and out of the same country they are trying to exit. I would like a complete refund at this point for the tickets, the pain and suffering resulting from the toll the extra travel took on my body, the exhaustion from having to repeatedly ask for resolution of this matter, and for the nonsensical nature of it all.

      Business Response

      Date: 02/05/2025

      The following email was sent 11Dec24:

      Dear Miss ******

      Thank you for contacting the North Carolina State ************************ regarding your ticket purchase for travel this past May 2024. Customer Relations was sent a copy of your correspondence, and we have been asked to respond to you directly.

      I am very sorry to hear that you had a difficult and tiresome journey back to ************** on 12 May. I have reviewed your travel record 2ID83J which you booked and ticketed with Student Universe directly.

      You mention that the routing Student Universe had you travel on did not make sense because it had you going from *********** to *********, ********* to ******, ********, ******, ******** to ************ and then onto **************. I can certainly understand that this routing was tiring for you especially with your medical condition. I am sorry.

      When you make a booking through a travel agent your contract is with them, and they are in control of your ticket. If you were unhappy with the routing, you should have not agreed or paid for it. I see from the correspondence we received from the State ************************ that Student Universe was also contacted, and they also replied to you.

      Unfortunately, since you did not make your booking with us, I cannot respond as to why Student Universe chose those flights nor are we responsible for any compensation you may be requesting. Please contact your travel agent for any further concerns you have on this itinerary.

      You also mentioned that in ******, Heathrow items were seized from your bag and given to SmartCarte Mail & Fly, which is not part of British Airways so, although I cannot help in locating your items, I did find the following email address you can use to contact them on ********************************************* or, you can also call them at 44 ************ and give them the ticket number you were given **********. I hope this information is helpful.

      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
      ********** *********
      Customer Relations Support Specialist

    • Initial Complaint

      Date:01/15/2025

      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.
      I booked Flight BA0056. I was supposed to leave ************ on January 2nd. My flight was delayed for over 24 hours and they lost my bags. One was returned and the other is still missing. It's been over 13 days. I want a refund and my bag back. I filled out a form for missing luggage but still no response. I need my bag back.

      Business Response

      Date: 02/06/2025

      The following email was sent 04Feb25:

      Dear Chengetai Semwayo
      Your feedback to British Airways
      Were sorry that your flight, BA0056 from ************, didnt depart as scheduled. We know your time is precious and were sorry that your travel plans were affected. Wed also like to thank you for your patience while we got back to you about this.  
      Ill be happy to look into this for you, but under data protection rules I first need a letter that ** **** ******* ****, ** ******** ******** **** and **** ****** ****** ******** have signed to confirm they are happy for you to deal with this on their behalf. 
      Please include your case reference number, which is ********, in this letter. You can send this to me by attaching it to your reply email.
      Thank you for your help with this. I apologise for the extra inconvenience, but as youll understand, our customers privacy is very important to us. I look forward to hearing from you.
      Best regards

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

    • Initial Complaint

      Date:01/15/2025

      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 bought a ticket on British Airways from *** to *** (*******, *****) in Nov 2024. The day after Christmas, I got an email stating that my flight had been changed which added an extra stop and significantly more time to the itinerary. Within hours of getting that email, I called to cancell the ticket and get the refund. I was told the refund would take 7-10 days. 13 days later with no refund, I called British Airways again, they assured me the money would be in my account within another 7 days. It's been 21 days since I cancelled the ticket and still no refund.

      Customer Answer

      Date: 02/09/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:01/15/2025

      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.
      During the pandemic our flight was cancelled and we received travel vouchers. My husband died on April 7, 2024. After repeated phone calls and emails, British Airways representatives refuse, or are incapable of issuing a refund for my deceased husbands voucher. Booking reference ****** Unused voucher: 1************* Husbands name: **** **** ********

      Business Response

      Date: 02/03/2025

      The following email was sent 30Jan25:

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

      An update from British Airways

      Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations and we have been asked to reply to you directly.
      I am sorry to hear about your husbands passing and that you have experienced a delay in receiving your refund requested for your evoucher issued in 2020. I have checked the amount on the voucher number 125-4224614031 and can confirm this is for **********
      To prevent any further delay I am happy to process this for you directly. The best way to settle your claim is by bank transfer and it would be helpful if you could send me the following information:

      Your contact telephone number
      Bank name in full
      Bank branch name
      Bank country
      Account holders name as it appears on their statement or pass book
      Bank account number, this is also known as an IBAN number. This is made up of 2 letters, followed by 10 numbers and then 9 letters or numbers. This would be the 2 letter country code, followed by your sort code and account/IBAN number
      We also require the billing address associated with your account for the payment to be succesful.
      You can send us your information by replying directly to this email. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
      Best regards

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

      Customer Answer

      Date: 02/04/2025

      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:

      [Your Answer Here]

       

      I responded to the British Airways email as providing the banking information requested and doing an electronic transfer will cost me time and money. I would like a refund check mailed to me. They have not responded to my email nor called me as I requested. 

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 02/06/2025

      The following email was sent 06Feb25:

      Dear **** ********
      An update from British Airways

      Thank you for your email and for your patience whilst we got back to you.
      I have raised a cheque to the address given, please allow up to 21 working days to receive this.

      Once again, thanks for getting in touch and we hope to welcome you back onboard again soon.
      Best regards,
      ****
      ******* ******* ******** *********
      **** **** ********* ***********

    • Initial Complaint

      Date:01/09/2025

      Type:Product Issues
      Status:
      Unresolved
      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 7, my flight from *************** to ******* (BA ***) was somehow rebooked to a different flight departing from ************** to ******* (BA ****). This was extremely challenging, but I accepted it to avoid further complications. I managed to transfer between the two airports with my two pieces of luggage and a carry-on.I submitted my receipts for the expenses incurred, expecting $135.62, but only received $104.87. When I inquired about the discrepancy, I received no response. I also tried calling but waited a long time on the line without any ************* make matters worse, my luggage was damaged during the journey, and no action has been taken to address this either.I need assistance and a clear explanation to resolve these issues. Thank you.

      Business Response

      Date: 01/27/2025

      The following email was sent on 23Jan25:

      Dear **** **********
      An update from British Airways

      Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations and we have been asked to reply to you directly.
      I understand from your comments that you wish for a breakdown of the expenses which have been paid. I have attached the receipts we have received which total $18.39 and *****. The receipts come to less than the payment we have raised, please review the receipts you have sent and if we are missing one, I will be more than happy to assess your expenses again. You can upload this either on ****** or by replying to this email.
      I'm sorry to hear that your bag was damaged during this trip. In order to pass your claim onto our baggage team, please provide further details regarding your bag including the date of purchase, brand, colour and damage occured. If you could provide photographs of the damage this will greatly assist your claim.
      Once again, thanks for getting in touch and I look forward to hearing from you soon.
      Best regards

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

      Customer Answer

      Date: 01/27/2025

      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:

      Hello,
      Thank you for your response. Ive provided my costs and receipts below. Please let me know if you need further details or clarification. Unfortunately, I couldnt attach many items to this email due to attachment limitations.
      Mint Mobile: $12.75
      National Express: $78.29
      Bus (3 trips): $8.71 each ($26.13 total)
      Storage: $12.81
      Coffee/Lunch: $5.64
      Luggage: Purchased in 2022 for approximately $150
      Please dont hesitate to reach out if you need more information. 

       

       

       

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


      Sincerely,

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




       

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