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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

    • 781 total complaints in the last 3 years.
    • 275 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:09/29/2022

      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.
      On 9 Jun AA Flt **** my daughter (*****************) was delayed from *** to *** causing my daughter to miss her continuing flight from *** to *************** on to ***** via British Airways. She was given a hotel that night complimentary and rebooked by AA the next day to *************** on to Milan (AA tix # *************) without a hitch. Without our knowledge her return leg of her round trip tickets were cancelled showing her as a "no-show" vice "delayed" flight having us to purchase last minute return tickets for her to ******* for work/school. She was marked as a "no-show" by British Airways and we are looking for compensation for the extra costs incurred by British Airways such as airline tickets, hotel, ground transportation and meals. We are seeking reimbursements for the last minute flight expenses, baggage costs, hotels, ground transportation, and meals due to British Airways mistake and the associated costs in which we have receipts. We have tried to contact their customer service but they will not return our calls or emails nor offer any type of assistance or refund.

      Customer Answer

      Date: 10/23/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/26/2022

      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.
      On 9/25/22 I went on ba.com to change an Avios booking for a travel agent client. When I went to change the flight I was notified that this could not be done online and I would have to call to change the booking. I have been on hold with company two times now for over an hour each time and each time they have hung up on me before I was able to complete my request. So at this time I have been on hold with British Airways over two hours to enquire about making changes to a flight.I am still on hold with them

    • Initial Complaint

      Date:09/22/2022

      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.
      Bought round trip airfare from American Airlines 11/2021 to/fr *** to *** leaving 7/14/2022 and returning 7/23 with a stop-over in *********** change to EDI, and then the return on 7/23 from EDI to *** for the flight back to ***. Operated by British Airways. On 7/14, I checked in for the *** to EDI reservation 24 hrs in advance- the *** to EDI flight was gone. Called AA, was told that BA had canceled all flights for that leg and that they would look at other airlines, but none were available. I found seats myself, but seats weren't with ****************** and AA wouldnt work with non-partners. I was told to call BA as it was an IROP and that I had to be re-protected. ** told me I had to call AA because the ticket I bought thru AA was now void because of that leg cancellation and because I couldnt fly to ***? This went on FOR HOURS, with BA refusing to take responsibility. BA thought to book train tickets between KingsX and EDI Waverley, but ultimately *refused* to purchase as they wouldnt replace voided flights with train tickets. Contacted AA again to ask to get re-booked between DC & *** as there was no longer the ability to connect to EDI through AA or BA. **** with AA in ****** rebooked in the 7/14 seats that had been voided, but instead of *** to EDI it was now an *** to *** RT. Then I was told that my 7/23 flight from EDI to *** was canceled. No email notice & BA said I was on my own to/from EDI. Thus, I purchased $830.30 RT rail between KingsX and Waverley & had extra taxi costs to/fr ************ & meal costs. Yet to receive resolution from BA about the costs of the *** to EDI/ EDI to *** flights, the bag fees or cost of seat assignments that I purchased for those flights, either. AA/ BA didnt re-protected me or complete the original purchase from Nov 2021. BA is the operator and its their responsibility to get me to/from the destination I purchased. Requesting refund on ***/EDI RT , seat assignment costs, & reimbursement for train and taxi fares.

      Customer Answer

      Date: 10/17/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/21/2022

      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.
      I paid 324$ for seats on British airways. They cancelled the flight. I filled out a seat refund form on July 17,2022 and have never heard from them again. If you call them the answering machine says these are trying times and hang up on you. I just want our refund back!!

      Customer Answer

      Date: 10/18/2022

      Better Business Bureau:

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

      Sincerely,

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

      Customer Answer

      Date: 10/27/2022

      Better Business Bureau:

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

        

      Sincerely,

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

    • Initial Complaint

      Date:09/20/2022

      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.
      An airline ******* dumped a full bottle of red wine on me. It soaked my clothes through to my underwear. They pulled me into a bathroom to wash out my eyes. And then sent me to my seat wet, where I sat for the next nine hours. They offered me $70 off my next trip as an apology. It doesn't cover the cost of replacing or repairing clothing.

    • Initial Complaint

      Date:09/19/2022

      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.
      Missing Avios and Tier points but got told that they were added. Incorrect. They gave me the equivalent of premium economy when I flew Business Class. I also sent a separate issue regarding my in-flight experience but this has not been answered and it has been 1 month. Reference number available.

      Customer Answer

      Date: 10/18/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/19/2022

      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.
      Reference Number ****** On February 20th I booked tickets through BA for a trip from June 7th-June 29th. My husband and I were accompanying my sister (***********************) for her first trip to Europe. Since she was paying for her ticket she booked separately, however we coordinated to ensure we had seats together on all of our flights.On June 7th, We arrived at the airport 3 hours and 15 minute prior to the flight to be told that our flight (BA ****) would be delayed for 4 hours. When I asked for a reason for the delay, I was given no reason and rudely told they just found out. I asked about our connecting flight in ********, knowing the delay would only give us a few hours to make our connection. The counter clerk told me that she would place all of us on a backup flight. I explained that we had a tour in Athens planned for the next day. We arrived at ******** and were able to make the initial planned flight. Upon arrival at Midnight in Athens we found out that my sister's suitcase had not been placed on the planned flight, but on that back up flight. The agent in ****** had tagged the bag for the later flight. We waited 2 hours at the airport for my sister's bag to arrive. Since I had made previous transfer arrangements to our hotel, we paid an additional 50 euros for our transfer to wait.On June 19th, I went in to manage my flight to make a complaint about the situation. Under manage my flight, I received a message that all flights had been flown on this reservation. There was no return flight. I utilized the British Airways messaging system to find out that our flights home had been canceled because we had not made our flight. The back up flight that had been scheduled, but not necessary had deleted our return flights. I was told that I had to call to get my flights reinstated. Throughout my vacation I spent a total of 24 hours either calling or in airport lines trying to fix mistakes made by British Airways. The attitude of the airlines was disrespectful!

    • Initial Complaint

      Date:09/19/2022

      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.
      On July 27th 2022 I flew from *** to **** The booking reference code is ******. After arrival at *** and waiting for about 45 minutes at the baggage claim carousel I noticed that my luggage did not arrive. I then had my named called by a British Airways representative and I was explained that my luggage was still in ****** and that it will be arriving sometimes during the week. I am a college student in ******* and I have come to visit my family for the summer so therefore I was told to go and purchase necessary items and to keep the receipts because I will be reimbursed. I kept all my receipts and I filed a case online. Case reference #********. About five days later, my luggage arrived at my mother's residence in ******* BROKEN. I was told to file a complain about this and that I will be reimbursed for this as well. I did this and I received another Case Reference #********. This happened in July. We are now in the middle of September and I still received no follow up and no compensations. I have tried to contact BA ***************** multiple times and I was directed to the Customer ******************** where I was either greeted by an automated voicemail box or by a short "email us and wait for an update" script. I have emailed the Customer Relations team and received no answer at all. I have went on the case website and requested updated, NO RESPONSE AT ALL. It's been two months and nobody is handling my issue. A TERRIBLE DISAPPOINTMENT. It's a shame that such a big company having such poor customer service.

      Customer Answer

      Date: 10/13/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/16/2022

      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.
      Booking reference: ******. This booking was cancelled two times before the the flight date. The 2nd leg of the flight was cancelled less than 24 hours before the flight and we have to rebook the flight to fly to a different airport. This totally changed our schedule and plan. As a business owner, the cost is huge and the changed plan caused huge trouble.

      Customer Answer

      Date: 10/12/2022

      Better Business Bureau:

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

      Sincerely,

      ** ***

    • Initial Complaint

      Date:09/15/2022

      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.
      After takeoff I noticed a smell of ***** and then noticed it wasn't coming from the galley but from my seat as there was an orange sauce down the side of my chair. It was both wet and dried and splattered on the seat, armrest.......and now on my clothing!!!, that was problem #1.Problem # 2 - was (see photo below) the armrest between myself and my wife was broken and could not be reattached, making both the armrest and controls unusable, uncomfortable and exposing wires.Problem #3 - my audio did not work throughout the flight even after 3 attempts to reboot the audio, having no audio on a 7 1/2 hour flight is unacceptable. After alerting the cabin crew to all my issues on this flight they said a senior flight attendant would be over to make a report. No one came over during the flight so 30 minutes prior to landing I had to yet again alert the crew that no report had been taken. Finally then a report was taken and was told that someone from BA would be in touch in the next few days. that never happened!!!Upon arriving at ******** for our return journey two weeks later we found a senior customer relations representative and explained our problems on our flight over, she said that was unacceptable and that the seat should have not been used for that flight. Having still not heard anything from BA I sent an email explaining once again the issues we had on that flight.

      Customer Answer

      Date: 10/11/2022

      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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