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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

    • 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:09/14/2022

      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 August 28, we flew from ******** to ******. Our destination was ******. Our flight had a delay and we missed our connection in ******. British Airways booked us with another airline and told us that our luggage would be transferred to another airline. Due to this issue, we missed the pickup service that we paid for. Once we got to Athens, we did not find our luggage there. We spent 4 hours filing missing bags. We had to take a taxi to get to our hotel. We arrived there around 3:00 AM. All of our medications were in the luggage. We canceled some of the tours we scheduled and paid for due to not having access to the medications that we needed to take. We tried to contact British Airways numerous times without any luck. . In addition to the airport report, we also filed missing bags via BA's website. My wife and I are senior citizens with a lot of health issues. Our vacation was over and we got back to ******** but we still do not know about our bags. We were able to speak to someone only once and we were told that we need to pursue our issues via their website. We are very dissatisfied and frustrated with the way British Airways is treating us. We want our bags back. We need help.

    • Initial Complaint

      Date:09/08/2022

      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 had a return flight booked from ******* to ***** and return with This airline ( Booking reference: ******). My return flight was on December 3rd, however it was cancelled by your airline without giving any prior information. Just one week before my flight I checked online and I could not find the reservation, when I called your customer service person she said the flight has been cancelled because I did not take the last leg of my earlier flight which was from ********* to Dali. I had informed your customer service peope multiple times before over call and I also mentioned it to the person on the airport at BA counter, at the time of check-in that I might not take the flight from ********* to *****. My ultimate destinations was ****** and taking this flight would add one extra day before I can reach my destination. All of them said that it is up to me whether to take the last leg of flight or not but as per process thereThey have to book it up to *****. If you go through the calls made from my number ************ to your customer service representatives and listen to recording you can clearly hear that multiple times they told that I can skip the last part of my flight if I choose to do so, without any effect on my booking. Because of your unauthorized cancellation of my flight I had to go through immense mental stress and book an alternative flight by paying excessive amounts. Also my wife and 4 year old daughter had to travel alone from ***** to ******* because I could not accompany them due to improper cancellation of flight on your part.You are responsible for all this hardships I faced and I need full refund for my alternate flight booked as well as dollar **** damage is for the mental stress cost but you are an authorized completion of my flight. Thanks ***********************

      Customer Answer

      Date: 10/06/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/08/2022

      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.
      Date of Journey: June 10 2022 Passengers: *************************************************************** Flights ******************* ****** ** to ************************************** ***********)Ticket ref#'s: ******, ****** British Airways claim#'s: ********, ********, ******** American Airlines case and ref#'s: AA- ***************, AA Ref#:1************, AA Ref#************* Total number of Bags Checked-In: 4 Airport bags were Checked-In: ****** ** Airlines Bags were Checked-In: ******** Airlines Complaint: Airline Delays, Baggage Delays, Damaged ************ lost worth over $5000 Description of Problem/Inquiry/Comment:My daughter and I (************************************* and ***********************) flew from ******, ** to ********* ***** on June 10th through American Airlines/ British Airways combination. We checked in 4 bags in ******, ** with Airlines Airlines flight. ******** Airlines flight was delayed by 2 hours in ****** **, so we missed the connecting flight (British Airways) in **. British Airways put ** on next flight, but American Airlines and British Airways did not transfer our bags to the new flight. When we landed in *********, *****, all 4 bags were missing. They were later delivered after a week but the bags were fully damaged and open. We lost several items in the bags worth over $5000 and we spent several thousand dollars to buy essentials and clothes for our living until we received the bags. We filed claims with both American Airlines and British Airlines and they both haven't taken the responsibility to resolve them. I called American Airlines and they said British Airlines is processing my claims but there are no updates from British Airlines since June 2022. I need your help in resolving this issue for me. I'm reaching out to BBB with the hope that you can help me resolve this issue. I have raised a complaint on American Airlines and I'm also raising a complaint on British airways as British Airways may be accountable.

      Customer Answer

      Date: 10/03/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:09/07/2022

      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.
      This is regarding case ******** - Requesting refund that I was forced to pay by BA for a flight that they cancelled that was not my fault. They cancelled our flight permanently and forced us to rebook again through BA and pay $ 400. I have submitted a claim on their website but never heard back.

      Business Response

      Date: 09/29/2022

      The following email was sent to *********************** on 28Sep22:

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

      Thank you for contacting the Better Business Bureau.  A copy of your correspondence has been sent to Customer Relations and we have been asked to respond to you directly. Please accept my apologies for the delay in our response.

      I am very sorry that we had to cancel our flight from *************** to ******* for 21 August, BA197.  I have reviewed your travel record ****** and see that this flight was cancelled on 28 June, which is more than 14 days prior to your travel date.  So this cancellation is not eligible for EU Compensation.  

      There are notes in your booking of your call to our reservation center where you discussed flight options and you accepted ****** from **************** to ************ and connecting on American Airlines AA5396 from ************ to *******.  

      I can certainly understand how upsetting and frustrating it is when you plans are altered especially when travelling with young children and having to make an additional connection you were not expecting.  Please accept my apologies for this inconvenience. 

      You mentioned in your correspondence that we charged you for the flight change.  I have looked at your reissued tickets dated 01 July and were no new charges shown. When there is a disruption of any kind caused by the carrier, changes are made free of charge and if the options offered to the passenger are not suitable, you can request a full refund. 

      I also have reviewed the screen shot you sent dated 04 July showing the $400 charge.  ************ is not a British Airways number. We have no record of you being in contact with us on 04 July, so it's unclear why you reached out to Fares Reservations and what the charge was for.  We do see that you called us several times but not on that date.

      In order for me to investigate further, please send me a clear copy of the actual credit card statement showing that charge. You can send it to my attention at *************** in the subject field include your case number ********.

      Thank you for getting in touch and for giving me the opportunity to respond.  I look forward to hearing back from you soon.    

      Best regards

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

    • Initial Complaint

      Date:09/06/2022

      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 February 25, 2022 I flew British Airways ( BA ) from ****** arriving at ******* ***** to find my connecting flight to *******, ** had been canceled. My luggage did not arrive with me in *******. I was able to arrange a flight on a different airline the next day, however my luggage did not arrive at my original destination for 7 days. I incurred $188.00 in allowed expenses to replace needed toiletries and clothing needed during the 7 days my luggage was missing. I filed a complaint and ** agreed to reimburse me and sent an email stating they had sent the payment to my account. The payment was never received. I have filed complaint after complaint, receiving at least three (3) different complaint numbers from BA. It is impossible for a private person to reach a live human to solve my dilemma. I have spent countless hours trying to resolve my complaint. Because of BAs lack of response, I further billed BA for seven (7) hours of time at my rate of $28.00/hour. My total claim submitted to BA was $330.00 and some cents. Thanks you

    • Initial Complaint

      Date:08/30/2022

      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 July 15, 2022, my flight was canceled from ****** to ******, **. After many hours I was given a new ticket to complete my journey home from ******. I had to get a hotel as my new flight was for the next afternoon. I was told I would be reimbursed for the taxi, food, and hotel due to the flight cancellation. Well, it is now the end of August and I have 'not heard anything about the $400 plus dollars I had to spend. I do not have that much money in my account to just wait. There is no way to contact them. My Case reference number: ********. Is there anything you can do to help me?Thank you,*************************

    • Initial Complaint

      Date:08/29/2022

      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.
      British Airways claims to offer $500 off a flight when you sign up for the British Airways ********** Signature Card. But then does not actually give you the discount after signing up for the credit card, which seems like false advertising to me. When I tried to contact the company about this British Airways told me that this was a Chase problem and ***** told me it was a British Airways problem

    • Initial Complaint

      Date:08/26/2022

      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 June 20th, we left on a vacation booked through American Airlines however the tickets were on British Airways ITN # ****** American Airlines # ****** *** to *** June 20th 7:15 pm to 1:45 pm June 21st *** to LIS June 21 3:10 pm to 5:55 pm The flight from *** to *** was delayed due to mechanical failure of the equipment needed to disembark. We missed our connection and waited hours trying to resolve in ***. The British Airways representative rebooked us tickets to leave on a TAP flight. Our three suitcases were left in ***. We got one bag back four days later after traveling 45 minutes each way to pick up in *****, ********. Our other two bags were not returned until we got back to *****************. One bag took 27 days and the other took 41. We had to buy clothing and suitcases in ******** in order to continue our trip. We also had to repurchase needed clothing after we came home for my husband to wear to work. Our suitcases were $125 and the clothing, shoes and other personal items were approximately $600 ($425 for clothing, $75 for a lost hair tool, and $100 for a new pair of **** shoes). We are requesting a $825 reimbursement for luggage issues and realize that you cant possibly pay us for the extra travel cost and time lost from our trip. In addition, all three bags were lost on our original flight. We spend approximately 90 minutes a day on hold to get information and travel 35 minutes each way to retrieve one bag at the *************. Our second bag was returned to our home shortly before we came home and the third bag was finally returned to my home on July 31st, which was 41 days after being lost.Our request is for the following:$825 cost of new baggage and clothing from loss of suitcases Whatever fee is associated with the inconvenience as we dealt with this on our nearly one month vacation.

    • Initial Complaint

      Date:08/26/2022

      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.
      BA case number ******** Reservation number ****** We originally had booked a ticket Cai to *** - 2 flights with a 2 hour lay over. Couple days before the flight departure BA sent an email mentioning that the BA **** has been permenantly cancelled and the only other alternative is a 13 hour layover ( which is impossible with 2 kids) both are younger than 3 years old. We were offered to cancel the flight however we were told by the BA office in the US that we will have to pay a fine if we cancel! In addition due to the late notice all other airlines were much more expensive on the same day/date.. BA office in the US then forced us to pay $ 400 and had to change our return date and refused to book us a similar flight as previous and we were forced to take three flights on an earlier day instead of our planned day. This had caused significant pain and suffering in addition to being forced to take much longer flight/ a day earlier with 2 kids. I am requesting a full refund for those flights. Thanks

      Customer Answer

      Date: 09/19/2022

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:08/26/2022

      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.
      On Nov 20 2021 I purchased a one way ticket on British Airways ticket, using my **************** Card for $1219.57. Due to COVID19, this planned travel was canceled and British Airways (BA) issued me an eVoucher # ************** for $1219.57.On January 15 2022, I decided to purchase a new return ticket, and the total was $2046.27 on Booking Ref # WN7RX5. This was paid for using credit from the above eVoucher # ************** with a credit of $1219.57, and the balance of $826.8 from my AMEX card. This was a total of $2046.27. This travel was planned to be from Jan 26 2022 and returning Feb 7, from *** to LOS. This is the disputed travel charges, and the eTicket is attached.On getting to the *** Airport on January 26, 2022 for my flight to *****, BA/** refused to carry me due to COVID-19 status as they did not have the results, CVS did not send the result on time. The ** (American Airlines) counter, who was the BA partner responsible for part of the trip, advised me to go back home, cancel and re-book my flight for the following day.I got back from the *** Airport on January 26, and formally canceled my flight and requested another evoucher for $2046.37 ($1219.57 + $826.80) being the value of the canceled trip, and it was never received. All calls to British Airways and emails were not responded to for a long time, neither was an eVoucher issued for my credit of $2046.37. I was frustrated that I did not receive this eVoucher credit.I never received the eVoucher for $2046.37 ($1219.57 + $826.80), which are the amounts that I am disputing for refund via AMEX. I had to purchase a new ticket for my travel 2 days later, and paid $2400 for the new ticket out of pocket.Note - I just got a partial refund from BA today, for $239.47, which still leaves a balance of $1806.80 to be refunded by BA.Kindly help appeal to refund me $1806.80 from Jan 26, 2022. I did not cause any of these, i am just a victim despite being a loyal Customer of **********************.

      Business Response

      Date: 09/12/2022

      The following email was sent to ****************** on 01Sep22:

      Dear ** ******************* you for contacting the Better Business Bureau.  A copy of your correspondence has been sent to Customer Relations and we have been asked to respond to you directly. 

      I am sorry hear that you could not travel as originally planned and ticketed for on 26 January 2022 from ********* and are requesting a refund of the ticket.  I see your first flight was operated with American Airlines and they had denied you boarding because you did not have the result of your Covid-19 test. 

      You have been in touch about this matter on several occasions through the ******************************* and our website.  You have been replied to by my colleagues many times.  Please refer to the emails you were sent dated 06, 13 and 14 April 2022.    

      It is the passenger's responsibility that they have all the documentation needed for their travel to their final destination as well as any country they may be transiting through. 

      You were advised by my colleague that a refund of this ticket would be per the fare rules, so the refund of $239.47 you have received is correct because the fare you had purchased was non-refundable.  There is no further refund due on your ticket.

      However, as a gesture of goodwill to offset some of your loss, I have arranged an eVoucher for the amount of $1000.00.  Below are the details with a link to some helpful information about how you can use it:


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


      If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to:

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

      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 soon.  

      Best regards

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

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