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

  2 Park Ave Room 1100 New York, NY 10016

• 

  British Airways

  551 5th Avenue Suite 725 New York, NY 10178

• 

  British Airways

  P.O. Box 300686 Jamaica, NY 11430

• 

  British Airways

  4887 Belfort Road Jacksonville, FL 32256

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:08/25/2022

  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 April 14, 2022 I filed a claim (Claim#: ********) online with British Airways (BA) for reimbursement as directed by one of their staff members. After multiple-disconnected phone calls, speaking live with two BA employees, utilizing their online systems and writing two emails I have yet to receive any correspondence regarding my claim. The claim is a result of a delayed flight which left the US for ****** and a canceled flight from ****** to our destination. In our records we were unable to locate a notification from BA regarding the delay or cancellation (no emails/calls/texts). Upon arrival to ****** my party waited in line at BA customer service for approximately 5:30 hours as directed by our flight crew on our first leg. When I finally spoke in person with a BA representative at the airport he directed me to find alternative travel plans because they could not assist me at the airport and their phone system was not accepting calls due do to high call volume (I tried and was disconnected numerous times). That representative, who was extremely helpful, recommended taking a train. He provided us a room and transportation voucher for that evening. He directed me to retain receipts and file a claim, which I did, when my trip was over. We arrived to our destination approximately ****************************************************************************************************** my claim I uploaded all documentation to receive compensation for accrued expenses (train tickets, ground transportation, meals, etc.)Im inquiring to learn if my claim is still open with BA and when Ill be compensated. Furthermore I believe I am owed a refund for my tickets or further compensation due to the fact BA failed to get my party to our final destination or notify us of the delay or cancellation prior to traveling. Can BBB assist with getting me in contact to a British Airway representative who can provide information about my claim?

  Customer Answer

  Date: 09/18/2022

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

• Initial Complaint

  Date:08/23/2022

  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 had two family members that needed to take British Airways flight yesterday from ****** to ************ for ********************************* and **************** (record locators ****** and ****** respectively). They are ********* nationals, were travelling to ************* under United for ******* program in this difficult for ******* time. They have arrived to *********** at 5 am (3 hours 40 minutes ahead of scheduled departure). British Airways Ticketing counters were closed and they waited for about an hour and a half for them to open. By that time there were a lot of people who rushed to the counters in front of them and they spent over an hour in line as there were not enough agents to handle the flow and complications with some passengers. When they were finally ticketed there was only 40 minutes left for them to go through security and to the gate. When they made it to the gate 20 minutes before scheduled departure at 8:40 they were denied access to the plane as the gate was already closed and not given option to rebook or get a refund. They were given BA number to call, they got an English voice prompt, which they didn't understand and got us involved (I've purchased the tickets). By the time we've got through the hold time they were already listed as no-shows (while still standing at the gate) and the agent has informed us that there is noting he can help with, When I called today to follow up, they said that while in airport they could have gotten full refund or had their flight rebooked which was not given as an option to them. Agent yesterday has confirmed that it's often the case as they "don't have ticketing service at the airport, wherever it's supposed to mean, Now under their "fair refund policy" they are offering to refund $117 per ticket out $670.17 paid for each. I find it to be anything but fair under circumstances and would like a full refund.

• Initial Complaint

  Date:08/23/2022

  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 booked flights to ***** in **** with a voucher for 2 business class seats anywhere in the world that I won. Had to cancel due to Covid 19. Rebooked in February with the vouchers British Airways gave me (Total of vouchers $7354.00)Got confirmation number and seat assignments. My locator number was ****** Voucher numbers were:************** ************** Checked flights in July all 4 flights were cancelled and I was never notified.Called to try and rebook. Had a difficult time but was able to get flights for our trip. They then informed me I owed an extra $5620.26 on top of my vouchers which were worth $7374.00 I tried to explain to them they needed to honor the price I paid in Feb and they said no. I had to pay I asked to speak to a supervisor and was told that they would not do anything for me. They said either you book or you dont fly.I booked the flights and then tried to recontact British Airways in regards to the extra money I had to pay. Every time I asked to speak to a supervisor I was disconnected. This happened 6 times !!! British Airways should honor the price that I paid in Feb and not charge me an extra $5620.26 They cancelled the flights without even notifying me.The vouchers that I won were for 2 round trip business class seats anywhere in the world !!

  Customer Answer

  Date: 09/17/2022

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

• Initial Complaint

  Date:08/18/2022

  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 left in a flight back on 7/18/22 from ******* to ****** and the transferred from ****** to *****. When we arrived the entire flight did not receive their bags. We filed a claim and had to leave with all of our bags for me, my wife, and my daughter. After 2 days they said they found all of our bags but only 2 of them were delivered. We communicated that we were only in ***** for 4 days and then leaving back to ******. My bag never came. In fact the entire 14 days I never received my bag even though they had claimed to have found my bag. We came back home on 9/1 and as of today on 9/18/22 I still have not received my bag. They have not once reached out to me or communicated with me. I have had to solely do all of the work to try and call repeatedly to see where my bag is. The last information I was told was that my bag was finally back in Phoenix and that was over a week ago. I call all day and no one can give me answers. They make it impossible to reach someone locally on the phone and they have no concern to resolve this. Secondly, I have been working to get reimbursed for all of the things I had to purchase while on my trip from not having my bag. This process has been a disaster. No guidance from them. They send links that dont work. They tell you to upload receipts that give errors. Its just one thing after another. I simply want my bag returned that was found but no one seems to think its urgent to return to me and I want reimbursed for all of the money I had to spend that wasnt planned for on my trip. They should also compensate for all of the extra time this has take out of my daily life. This whole entire process has been a pain for me and my family.

• Initial Complaint

  Date:08/18/2022

  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 cancelled my departure flight from ********* to ****** on July 4, 2 times. I wasnt told about second cancellation, so I went to airport to fly to *******, and they denied boarding and told that flight was canceled and didnt give me a choice how to get to *******, or compensation, a choice between rerouting, reimbursement, or rebooking assistance. I booked a last-minute ticket with different air company, PEGASUS, and I request British airways to kindly reimburse the ticket amount of which I had spent from my pocket to reach my destination. I have contacted British airways and asked for reimbursement and attached a copy of the (ticket/invoice/boarding pass) for the air ticket I bought by myself and here is their answer. Please, can you help me? Case #: ******** My flight was canceled, and I was left stranded in airport, Amsterdam. I booked a last-minute ticket by myself. I want to get reimbursed $ 300 (only the amount I paid for ticket). I will contact ************** Authority.Here is the answer I got from British airways:Your feedback to British Airways.Were very sorry you had some problems on your recent flight. We know this isnt what you expect when you travel with us, so we understand why you needed to let us know about this. I can assure you that your feedback has made a difference and that were using your comments to help us focus on how to improve our service.We cannot cover the items you asked us about. This is because were only legally responsible for the cost of your flight itself, and any expenses you had to pay out due to the cancellation. T

  Customer Answer

  Date: 09/12/2022

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

• Initial Complaint

  Date:08/15/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 booked our tickets through Expedia for TD back in 2019 fortravel in March 2020. BA cancelled our flights due to COVID and Expedia claimed BA refused to refund the ticket money but would provide credits that expired March 2023. We tried to rebook our ticket on Aug 9th for travel for Sept 11 to 25, 2022 and Expedia said BA is not releasing our credits to rebook tickets. It's been 7 days and we have tried to called BA different help lines and no help has been given and no status has been heard back. Bottom line is they are holding our money yet refuse to provide the service they promised. Flight prices have gone up since we looked on Aug 9th, causing us monetary loss.

  Business Response

  Date: 09/14/2022

  The following email was sent to ***************** on 13Sep22:

  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.
  
  I am sorry to hear that due to the pandemic you could not travel in March and April of 2020. I have reviewed both your travel records ****** and ****** and see that you purchased all your tickets through Expedia. 
  
  For your information, travel agents should be following the same policy we are regarding Covid-19 related credits.  These credits/evouchers have a complete by travel date of 30 September 2023. 
  
  Your original contract of sale was with Expedia so they are holding your credit in their system.  They need to make a new booking and apply your credit to that ticket.  If they are unsure how to proceed they need to contact our Travel Trade team who will guide them through the process. 
  
  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 ***********

  Customer Answer

  Date: 09/19/2022

  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:

  My flights were booked back in 2020 during the initial COVID season and at the time BA cancelled all 4 of our flights. We were told they will not refund the money but we can use the credits up to 2023, even though the cancellations are through no fault of our own nor initiated by us. BA held our money for over 2 years. In August 2022, we tried to rebook our flights using these credits. ** would not release these credits for over two weeks. Upon further engagement between Expedia and BA, the BA agents said we could apply for refunds which would then take another 8-9 weeks. We have experienced delay after delay, and then conflicting information and more wait time without any written acknowledgement this would be the plan going forward and any assurance that our money will be refunded to us. When we first booked these tickets, our credit cards are charged by BA. At the moment, we are still waiting for who-knows-how-much longer to get have this resolved and have our hard earned money back. 

  We filed complaints on the BA website and have gotten no acknowledgement nor any help since August 2022. This is not the customer service I expected of a major airline company. They do not have any hesitation taking our money IMMEDITATELY but they would not refund our money nor provide their promised service for over 2 years.  

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

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

  Business Response

  Date: 10/12/2022

  The following email was sent to ***************** on 27Sep22:

  Dear *************
  
  This email is in reply to your recent correspondence we received from the Better Business Bureau dated 23 September.
  
  I am investigating with my Refunds team regarding your request for ticket refunds on travel records ****** and ******.  I will be in touch again soon.
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer Answer

  Date: 10/14/2022

  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 BA is still investigating and no refunds have been issued.

  thabks

  *****

   

   

   

   

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

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

• Initial Complaint

  Date:08/11/2022

  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.

  On June 29, 2022 I was informed that flight # BA **** was cancelled from ******* to ***************. That email stated that "We will be in contact with you to discuss your options." British Airways did not contact me at all, so I booked a different flight on British Airways from ******* to *******************. On July 2, 2022 British Airways emailed me that they had booked us on the same flight from ******* to *******************. I tried to cancel the flight many, many times we had booked but was not able to either via British Airways website or by telephone.

• Initial Complaint

  Date:08/10/2022

  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 purchased 4 flight tickets under the reservation L7CU65 on April 19, 2021. This was in the middle of the pandemic and we intended to fly with a disabled friend to *****. Unfortunately, due to the pandemic we had a series of unfortunate events. Our disabled friend injured a leg and it made it impossible for us to fly with her as she requires assistance. My dad got Covid and a series of strokes that now require me to be his caregiver for over a year now. Another traveler had a miscarriage and currently has a high risk pregnancy. Due to all these health impediments, we are not able to travel now or in the next few years. Especially my disabled friend has had many lows on her health and she is not able to leave the country at all. We got vouchers to use from the airline but this does not work for us and we would like to get a refund to the original form of payment. Please keep in mind that our disabled friend has very limited resources and for her to lose money on her condition can be very detrimental. I hope you can make an exception and refund the tickets for us. I can send you the voucher numbers if you need them as we have multiple ones. We actually tried to book trips but because of our financial and health conditions it could not happen. Best regards,*************************

  Customer Answer

  Date: 09/03/2022

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

• Initial Complaint

  Date:08/09/2022

  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.

  Respected sir/Madam,We (4 people) travelled from ******* to *********.Going Booking Reference: ****** My flight was delayed in ******* ******* and my Link flight was missed at *********************** and arranged ******* airlines in ****** and not delivered my checked 8 bags to ******* airlines and changed port entry from ********* to ************* and 8 checked bags were missed at *************. I traveled from ************* to ***************** without 8 checked bags and finally, I got 7 bags after 3 days of traveling to *****. i got 8th bag after 6 days and nobody respond to me through ******* airlines and British airways correct way. i sent so many emails to ******* airlines and British airways even ******* airlines and British airlines nobody cares about passenger's problems even British airline issues/flight tickets also. British Airways/******* could do a better job in ensuring the safety and status of luggage.. we spent a lot of my money after landing in ********* because of missing baggage and buying dresses to wearing it and staying etc. we should get refund whatever we spend money in ***** because missing baggages. No body give me money.Return Booking Reference: ****** We (4 people) traveled from ********* to *******.When we rebook the return ticket from ********* to *******. We traveled on July 12th ******************************* ****** BA flight is delay and no body inform to passengers flight is delay. We were waiting couple of hours more than whatever we expect wait time.I spent total BA flight ticket charges $4640 + $5184 = $9824/-Ultimately it is not good service.

• Initial Complaint

  Date:08/09/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 July 1, 2022 I had a confirmed business class ticket to fly from ******* ** to ************, ************. When I checked in, I was told I was a standby passenger. I had confirmed tickets for a business class seat paid in full 8 months prior to trip on November 3, 2021. The agent at the airport placed me in an economy seat/coach. My complaint is that I paid $3597.37 for a business class seat and they made me take the flight in coach. The complaint with the airline resulted in an offer of ~$200 cash or $300 voucher. This is not acceptable and is fraudulent. I would have never bought the ticket for this extremely long duration of a flight if coach was the only option. There was no request for people to voluntarily give up their seats at all. I was bumped involuntarily, initially with no seat at all. This is wrong. This is fraudulent to accept a large sum of money and not provide what was paid for. I want a refund for this ticket.Please help me or let me know what else I need to do?

  Business Response

  Date: 09/08/2022

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

  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.
  
  I am very sorry to hear that could not give you a seat in our Club World cabin as you were ticketed from *************** to ************ on ******************************* World Traveller Plus cabin instead. 
  
  I see ************ has been in touch with us about this before and replied to by my colleague.  I have copied that same email below sent to your wife on 22 July 2022, in the event you did not receive it.
  
  //////////////////////////////////////////////////////////////////////
  
  Were very sorry your husband, ***************************;was initially kept on standby and was then downgraded on your recent flight to ************ on 02 July. I can understand how frustrating this must've been for you, especially as you were seated apart from him throughout the journey. We know this isnt what you expect when you fly with us, and I understand your reasons for contacting our Chairman and CEO, *******************. As part of his Customer Relations team, I've been asked to respond to you on his behalf.
  Like all airlines, we sometimes sell more seats than are available, as we dont want to fly with empty seats. We plan this carefully, but sometimes more people turn up for the flight than we expected. We then have to ask some customers to travel in a different cabin, or to use another flight. Im sorry we had to ask him to move cabin this time.
  I'm also concerned to learn that your return flight on 16 July was delayed and you missed your connecting flight as a result. I realise how inconvenient it was for you to get yourselves rebooked on an alternative flight.
  It is disappointing to learn you didn't receive proper assistance from our staff throughout the entire situation. I recognise that our staff didnt meet our usual high standards of professionalism. Ive shared your concerns with the relevant managers, who will take appropriate action straight away.
  
  
  
  We know this experience didnt meet our usual standards, and so Id like to offer him an eVoucher for ******, which I hope goes some way towards making up for what happened. I've mentioned below the details of your eVoucher.
  eVoucher number: **************
  Name: ****
  Value: ******
  Expires: 22 July 2023
  As an alternative to the eVoucher, your husband can choose to accept cash compensation for ******. Please send his following bank details if he wish to accept cash compensation:
  
  
  Bank name
  Branch name
  Bank country
  Routing number (9 digits - please provide the paper and electronic sort code)
  Account number (up to 17 characters)
  
  
  You can send us your information by clicking on the secure blue reply link below my name. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time. 
  Apart from the compensation, he is eligible for a refund of difference in fares. However, as your booking was made through a travel agent, please contact them directly.
  We always use customer feedback to help us to shape our policies. Ive shared your comments with my colleagues in the relevant team, and well use them to guide us as we improve our service.
  Once again, please accept our apologies for your experience on this trip. We hope to welcome both of you back on board soon.
  //////////////////////////////////////////////////////////////
  
  *********** if you prefer the cash payment of 200GBP instead (equal to $234.00) of the eVoucher, I will be happy to arrange that for you.  In order to arrange the payment, I will need your bank name, complete account and routing numbers as we pay by bank transfer.  
  
  I am sorry but the compensation offered of 200GBP cash payment or 300GBP eVoucher cannot be increased as this is a set amount.  I also cannot refund your ticket because you did travel and all coupons have been used.
  
  As a courtesy I've sent your ticket details to our ****************** to process any refund due for the downgrade.  I'll let you know when I hear back from them.
  
  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
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********