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:08/09/2022

  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.

  I was supposed to board a flight on June 24th but British airways cancelled the flight. On June 25th, I filed a claim to receive reimbursement for the meals, travel and re-imbursement for the cancelled flight (it was cancelled because it was not full). ** provided documentation saying they would reimburse but it has now been 45 days with no response and no way to contact them. We also lost our luggage for over two weeks + would like a refund on our checked luggage. Can BBB please help?

  Customer Answer

  Date: 09/02/2022

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

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 31, 2022 me and three friends purchased round trip tickets from ******** to ****** through IBERIA, operated by British Airways for $480.07. The day before our flight, we were confirming the information on the British Airways website, only to discover that our flight had been cancelled, without even receiving a notice of cancellation. This flight was cancelled, and there were no flights going to ******** from ***, the airport we were leaving from. We were in ***** at the time, and were about to take a train to ****** for our flight when we discovered the news, and had to act quickly to be able to be home in time for obligations such as work. We bought tickets home through French Bee from ********** to *** on June 11, 2022, for a cost of $476. My friend ***** purchased my ticket for me, and I paid her through Zelle, so her credit card was charged $952.15. When we returned home we filed our claims separately, ***** not claiming my ticket, yet she did not receive anything either. On Fri, Jun 17, 11:00 AM I received an email confirming that British Airways received my case with case number ********, yet I have yet to receive a response. One person who was on this trip with me received a refund, while the two other have yet to get a response as well; this friend also filed her claim after the rest of us have, showing it is not the amount of cases. In addition, my friend ***** has attempted to call British Airways support, and is put on hold until it hangs up. She contacted her credit card that she used to pay for the new ticket, and British Airways told the credit card company that we had not shown up for the flight, yet there were no flights to show up for. This is very frustrating, and between the three of us we are missing over $`1400 for just the tickets we had to buy. It has been over a month of waiting with no response, and I do not know what else to do. Any help would be appreciated, where I can then extend the information to my friends.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 5, 2022 I flew on BA flight 192 from ********* ************* to *************** (***). British Airways subsequently lost all of my luggage, including my military deployment gear. British Airways refused to reach out to *********** to locate any of my belongings, eventually I called the *********** and a staff member, found my luggage as well as another 30+ bags left out on the tarmac by the BA baggage team for SIX days. I was informed that they actually have a lengthy history of this behavior. After the *********** ensured that all of the bags went out on the next flight to ***, the British Airways team repeatedly would tell me that the bags never arrived, or that they were at terminal 5, terminal 3, didn't know where the bags were, and after another week they finally delivered 3/4 bags. It has almost been 1 month now, and I have since moved out of my home and am due to PCS ******************. **. I have informed their team multiple times that I am moving, and they were aware of the deadline for the movers, but have continuously brushed me off, or lied to get me off the phone. All of this has triggered some latent PTSD from my EMS days as I am now seeing the faces of those I could not save. British Airways has been negligent in their care of mine and others baggage and I would like nothing more than for their baggage team (phone and *** crew) to be held accountable.-******

  Customer Answer

  Date: 08/30/2022

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

• Initial Complaint

  Date:08/04/2022

  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.

  Thank you for your support with this issue.On June 21st, I traveled on British airways Flight 238 to ****** and then onto ***** Flight # *** to ***** (Ticket no. *************) in business class. Paid about $3800 for the ticket. I was expected to return on July 1st from ****** to ****** with an overnight stop over in ****** by BA 503/213. When I reached airport on July 1st in ******, my flight was cancelled. I tried calling British airways since the check in desk was busy. No answer by phone and after 1.5 hours of wait, an agent proposed a flight by TAP airlines to ****** but could not guarantee a flight back to ****** the next day. After discussing, they gave me an even ticket on TAP flight 207 from ****** to ******, ** (ticket #*************):. I paid $295 for an Uber to come home to ************, ** and was charged full night stay in ****** by the hotel of $180.I am an Emerald ****** (highest level of status) on OneWorld alliance of which British is part of. With American frequent flyer no. *******. I am supposed to receive mileage for these trips and also expecting some kind of reimbursement for the costs above. Even after over **** different trials, British did not answer my phone and my online complaint (case no. ********) is never answered. American Airlines repeatedly also reached British Airways and they refuse to give me the mileage for any of these trips. Their phone is completely blocked and no one can reach them.Overall, I feel this is terrible customer service and I sincerely request that they reach, give the mileage I am owed and also reimburse me for these unexpected expenses. Thank you very much. I attach here the tickets and boarding passes.

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  BA Seating Claim This claim is related to my outstanding seating claim filed with British Airlines, as of the date of this complaint I have not received responses/resolution to my claim. My seat reimbursement claim was noted as "Incident *************". My seating claims are related to booking reference ******* I attempted to follow up with my claim by phone however I was only able to reach an automated message informing me that due to high call volumes and the protection of their agents they are not accepting calls. I tried navigating the app and website for avenues to follow up electronically but could not locate a place to do so. When I originally booked my July 6 trip from ****** *** to EDI with a connecting flight in ******** I paid for upgraded twin seats (37b and 37a) for flight BA0216 in the amount of $87.00 per seat (total $174). BA ended up switching out the plane to a smaller plane which lacked twin seats. While we still sat in the same seat numbers they were not the upgraded twin seats we had paid for; they were simply two seats in a three across row which were valued at around $8.00 a seat. I am asking for the reimbursement for the twinseats. Our flight (BA0216) leaving ****** was delayed due to a mechanical issue related to the breaks which lead to us missing our connecting flight on 7/7/2022 from ******** to ********* (flight BA1438). We had paid for seats on the ******** to ********* flight in the amounts of $7.00 per seat (total $14.00). As we didn't make our connecting flight due to a BA issue and we did not end up taking a new flight from ******** to ********* I am requesting reimbursement for the seat fees. On the return flights back to ****** from ******** (flight BA0217) on 7/13/2022 we had paid for upgraded twin seats in the amount of $46.00 per seat ($92 total) however our plane was once again switched to a smaller plane without twinseats and we were placed in cheaper seats in a normal three across row. I am asking for seat reimbursements.

  Customer Answer

  Date: 08/28/2022

  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:08/02/2022

  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.

  A few days ago, I was looking for flights from ******, ** (***) to ****** departing 9/21 and returning 9/27. I found that if I signed up for ************** and transferred my AmEx points that I would be able to book the flight for myself and my wife using ****** Avios plus $608.68. I receive that price above by using a "Book using Avios" search in my ************** portal. At that point, I decided that I would be getting great value for my AmEx points so I transferred the points over to my BA ************** account. After doing so, I went to complete the booking. When I click continue and the price changes on the next screen to ****** Avios plus $1,154.54. I originally thought maybe I was getting the price of one ticket, but $608.68 x 2 is $1,217.36. Turns out this is a classic bait-and-switch tactic. I have tried multiple times to figure out how to get the price listed during my search but have been unable to do so. I have even called BA to receive help from a booking agent. The agent I spoke with was unable to help me. He directed me to calling Customer Relations at ************. When I did, the recording states that they are not receiving calls at this time and to email all queries. At this point, I can either book the flight with just cash for $1156.54 or save $2 and use ****** Avios which seems like a complete waste of my points. I have called **************** to request a refund of points (within 2 hours of the points transferring to BA) as well as spoke with a customer service rep in the **************. The representative that I spoke said the website was doubling the tax on the flight (seems like a glitch on BA's website) and that there was no supervisor to help. Since the whole reason I transferred the points was to use them on this flight that has doubled in price, I would like to request that the price of the flight which I have screenshots of either be honored or my points be returned to ****************.

  Customer Answer

  Date: 08/26/2022

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

• Initial Complaint

  Date:08/02/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Our flight was cancelled (see British airways booking document attached) in May 2022. The cancellation was NOT due to weather. Per ** regulations, I am owed 540 GBP per passenger (my wife and I) because the flight was cancelled last minute. I was sent an email after submitting this complaint and was offered about $200. This was enough to cover the hotel and meal, but did not include the **** GBP owed to my wife and I for the cancelled flight of over ****km. I requested this compensation and have been given no response.

  Customer Answer

  Date: 08/30/2022

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

  They contacted me and stated they would look into it but have yet to provide a resolution. 

   

   

   

   

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

  Sincerely,

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

  Customer Answer

  Date: 09/19/2022

  Better Business Bureau:
  
  
  
  At this time, my complaint, ID ******** regarding British Airways has been resolved.
  
  

  
   

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

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair 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.

  Numerous issues with British airways and flight cancellations, lost baggage, and personal issues.We were to travel from ******* to *****, ***** on July 10th. The first flight was pleasant (Flight BA48) upon landing we were told that (Flight BA592 was canceled. We then were told to wait in line for 4 hours to get a new flight and voucher. During that time there were several other flights we could have taken to get to our final destination but we took British Airways' advice to take (Flight BA570) to Milan. We were given a voucher for a hotel but had to pay a ***** dollar UBER to get there and a ***** UBER back the next Morning. Upon Arriving back our Second Flight was Cancelled. Upon the Second flight, we again waited in a huge line and were not given an option to move on with our trip. In fact, we never heard that a new flight was given. We were able to book a new flight with a competitor airline with no issues. The second part of this is British would not give us our bags. We told them they had cancelled two flights and we need our luggage. They refused and as I type on the 27th we have yet to get our bags, the value of clothes and shoes in the bags alone is over ********* The new flights, UBER, and buying new clothes, luggage has cost us over ********* We need someone from British Airways to find our luggage and compensate for the value of our tickets, UBER and connecting flights.

  Customer Answer

  Date: 08/21/2022

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

  Zero response from British Arieays.   

   

   

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

  Sincerely,

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

  Business Response

  Date: 08/25/2022

  The following email was sent to ************************** on 23Aug22:

  Dear **********************
  
  Thank you for contacting both the ******************************* and the Better Business Bureau.  A copy of all your correspondence sent to the above agencies dated from 28 July, 10, 11, and 22 August 2022, have been forwarded to Customer Relations and we have been asked to respond to you directly.  
  
  I am very sorry to hear of the difficult journey you and your family had traveling from *******/***************/Milan on 09 July.  I understand that your flight plans were disrupted due to the cancellation of your Milan flight for 10 July.    
  
  I realise your travel was not what you expected it to be and the reason why you needed to tell us about it.  You mentioned that besides the cancellation of your Milan flight, you and your family were without your bags the entire time you were away.  I know how upsetting and frustrating it is when you don't have your personal belongings with you.  Please accept my sincere apologies for all the inconvenience your family was caused and the delay in my response.  
  
  Thank you for sending in copies of your receipts for the out of pocket expenses you incurred while your family was without their bags.  I have added all the receipts you have submitted and they total as follows ******** EUR (equal to ********USD), and ***** USD, plus *****GBP (equal to ***** USD) = for a grand total of ******** USD, which I am happy to reimburse in full. 
  
  I see that there were two refunds processed - one was a refund for the full value of the coupons from *************** to Milan refunded back to the original form of payment on 30 July 2022, for the total amount of ****** USD.  
  
  Another refund of ***** USD x 3 (total amount of ******) for the seat selections you paid for on the *************** to Milan flight.  This refund was processed on 03 August also back to the original form of payment. 
  
  The fastest way to receive our payment of the ******** USD for the essentials you purchased is by bank transfer.  Please send me the name of your bank, complete account and routing numbers by replying using the blue reply to me link below.  
  
  Thank you for contacting us and for giving me the opportunity to respond.  My renewed sincere apologies for all the difficulties you and your family experienced on this trip.  I look forward to hearing back from you soon.  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer Answer

  Date: 08/30/2022

  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:

  
  Hello,

  my wife has sent the back transfer info but we have yet to see a refund  the amount its acceptable, we just end to get his sorted.

   

  Thank you,

   

  *************************;

     

   

   

   

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

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

  Business Response

  Date: 09/08/2022

  The following email was sent to ****************************** on 08Sep22:

  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 note the part of my email to ********************** dated 31 August regarding the bank transfer. 
  
  ///////////////////////////////////////////////////////////////////////
  
  Please note that I have requested a bank transfer today for the amount of $2,200.79 to your account ending in **** with US Bank.  This payment is in full settlement of your baggage claim with us *********** Please allow up to 28 days for the credit to post. 
  
  /////////////////////////////////////////////////////////////////////////
  
  The bank transfer was approved on 02 September.  Again it can take up to 28 days for the credit to post to your account. 
  
  Please contact me only if you do not receive our payment by the end of this month.
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

• Initial Complaint

  Date:07/28/2022

  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.

  Me, my husband and son took the vacation to ***** from ******, *****. We did our bookings through British airways website using our E voucher from previously cancelled flights due to Covid. Our original flight was ****** to ****** via chicago. ******* connection was missed and we were re routed via ******** to ******. We missed another connection in ******. Finally reached ****** at midnight instead of 7 am original time.During this flight delay mess, my one big suitcase went missing. We missed our entire day of itinerary in ******.our trip was for 10 days. We received our suitcase on the 8th day in Barcelona. During our entire road trip all we did was calling British and checking on our bag. We have submitted all the receipts and filed the complaint. On our return flight, one of our suitcase was torned and the other broken handle. So far only one suitcase was replaced and no response on our original claim for 8days missing baggage and delayed flights and all this trauma caused due to that. We never go shopping for clothes and stuff when travelling. We spent time on visiting historic places and adventure. Instead every other morning we were wasting our time in figuring out were to go find clothes and under garments. We had planned to do matching color scheme(clothing) to take beautiful pic on our first trip after covid was ruined due to this mess. British needs to be more responsive and atleast compensate us for our 8days missing baggage and missing one day of sightseeing in ******. Claim # is ******** with British airways.

  Customer Answer

  Date: 08/21/2022

  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,
  
  *****************************

  Customer Answer

  Date: 09/29/2022

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

  [Your Answer Here]

   

  Hello,

  We would like to reopen this case ID ******** with ******************** British airways had promised a settlement amount as a refund. Which was supposed to be deposited within 21 days. We had provided them with our bank information as per their request. Nothing has been deposited into our account. It's way past 21 days now.

  Kindly reopen this case.
  

  
  

  Best,

  *****************************
  Realtor
  *********************
  ********************
  ************

   

   

  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 12Oct22:

  Dear ******************
  
  An update from British Airways
  
  We have been advised by our Payments team that the bank transfers we have been trying to arrange for you, keep failing due them being incorrect.
  The routing number you have provided does not exist and seems that the correct one should be ********* and not *********. Please can you check your details again and confirm.
  Best regards
  
  *******************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:07/26/2022

  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 have tried to contact them but am told I need to file the complaint online. I spend an hour filing their online form out, but apparently I did not fill it out correctly or it took me too long. I am trying to get a credit/voucher/refund for the 2 day delay in this return flight (Booking reference: *******. I was delayed by 2 days, yes I was given a voucher for hotel rooms but I was delayed by 2 days and I believe I am legally entitled to some type of credit for the delays. They dont actually have a functioning customer service at this point, only a website that does not function well.

  Customer Answer

  Date: 08/20/2022

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