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

  P.O. Box 25639 San Francisco, CA 94125

• 

  British Airways

  710 McDonnell Rd San Francisco, CA 94128

• 

  British Airways

  100-4120 Yonge Street North York, ON M2P 2B8

• 

  British Airways

  Lester B. Pearson Airport C/o Passenger Baggage Claims P.O. Box 10 Mississauga, ON L5P 1A2

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:07/26/2022

  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.

  Me, my husband and my child purchased airplane tickets from British Airways from ******* to ****** with stop in ******. We left ******* July 13,2022 17:05pm ( flight no*******) and supposed to land in ****** July 14, 2022 at 11:35 am. (flight no. ******). Insted our trip took longer which was one more day beacuse our flight from ******* got deleyed we have to stay overnight in ******, then next day we flew to a diffrent city in Europe and then finally we arrived to ****** on July 15, 2022 12:50 pm . So as a result was deleyed 24h. This cause as so much of emmotional stress we missed important meeting. We ( 3 people) are seeking reimbursment in $ for our plane tickets and for the emmotional stress which caused us that deley. Our booking: *******

  Customer Answer

  Date: 08/22/2022

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

• Initial Complaint

  Date:07/26/2022

  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.

  My family flew on British Airways and one of the bag did not arrive (File reference # **********). Since the flight landed, the airline has claimed that they have located the bag and sent by an another flight which landed in Newark on 07/22/22 around 1:45 PM. And yet almost 42 hours later, they still have no update. I have contacted them four times over the phone and every time, the information provided is conflicting. One of the their call center agent who I spoke to on 07/23/22 around 8 PM EST was rude and hung up on the phone, Airline is not even reimbursing for the incidental expenses and stating that I should wait 21 days to claim that. Airline was negligent and they are asking the passengers to suffer.

  Customer Answer

  Date: 08/20/2022

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

• 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 had confirmed reservations for on British Airways (BA), ***-MAN, for Aug 25. Travel was made on points through American Airlines (AA) BA Locator ******. BA sent me an email on 7/14 saying American Airlines had changed terminals and BA was not sure we could make the connection. In fact BA had canceled the flight. BA email said theyd contact me. They never contacted **** spent considerable time rearranging my schedule to accommodate taking the **** BA Flight **** on 8/26. This was done on 7/16. To do that I elected to spend the night at ********. Today I get a convoluted AA schedule to be able to catch the BA flight **** early Thursday morning, the flight I originally had for Friday. AA said BA rejected the Friday flight and put me on the Thursday flight, the one I could not make and never wanted to. I was not contacted ever by BA. AA tried to accommodate the BA change in a manner I cannot accept. I asked AA to resubmit the request and was told itd be up to 72 hours to know if accepted. It took BA 7or 8 days to do anything after they canceled my flight and sent me an email trying to put the blame on AA.

  Customer Answer

  Date: 08/20/2022

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

• 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 filed a compensation claim against British Airways and have spent weeks to obtain a response and have not been successful in doing so. Every time they provide a contact number I call and am on hold for over an hour for them to say they are not taking calls and to email them (example - (post-travel queries)Monday - Friday: 09:00-13:00 Eastern Standard Time (EST) **************). When I email I do not receive a response, when I call the executive club they are not able to help because they do not handle these types of claims. No one seems to be able to help me obtain reimbursement for a claim. This is in reference to claim# ********

  Customer Answer

  Date: 08/20/2022

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

• Initial Complaint

  Date:07/25/2022

  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 booked a ticket through expedia on August 24th 2021. I was charged by British airways. I canceled the flight because of a air bubble agreement that prevents Indian nationals from travelling further then **. I was told by expedia that I will have airline credit for one year but now they say they have already issued a refund but I don't see any refund. Also British airways says Expedia needs to contact them in order to come to resolution. These two companies together are giving me a run around. British airways is the one who charged me $993.98.

• Initial Complaint

  Date:07/22/2022

  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 got overcharged for one suitcase. Although I had paid BA online for one suitcase ($16 + Avios, total $65), when I got to ***, American Airlines charged me $100 more for the same piece of luggage. I had decided to pay online and in advance as it was stating on BA website that it would be $75 at the airport (***). When I told the ** employee that I had already paid for the luggage, she said I needed to contact BA later. When my trip was over, I contacted both airlines and neither took responsibility of their actions. I ended up paying $165 for one suitcase. Below are my flight details and the receipt (paying in advance)Booking reference: ******* ***** *********** International (**) to ****************)04 Jun 2022 18:35 05 Jun 2022 13:15 Transaction:28-Apr-22 Posted:28-Apr-22 Avios Part Payment for Bag:*********** to *************** Departure Date: 05 Jun 2022 BA0268 0-7,150

• Initial Complaint

  Date:07/20/2022

  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.

  This is a complaint against British Airways. I had booked a flight from ****** to ********* on Nov 20 of 2021. My flight from ****** to ******** was delayed due to which i could not board my flight to *********. I had no other option then to stay there and get a flight rescheduled for next day. But again that flight I could not board as the ***PCR test i had taken before my first flight was not valid anymore. I could not board the rescheduled flight and noone from BA team told me about all this. I had to taken another covid test in the airport and get a flight that night. I was made to stay in the airport from morning **** am to ***** pm which was when my next flight was from ******** to ****** and from there to *********. I was told that i no need to pay for anything else but the airlines made me pay for addtional baggage since they allowed only one bag but my initial booking itself i had paid for one addtional bag in elpaso. Again in ****** i was asked to pay for addtional baggage as the domestic flights baggage allowance was different then the international ones. Because of the mistake of the airlines I had to pay additional 800 dollars from my pocket. In addition to that I had so much mental stress and physical stress due to this. I had a **** appoiment booked for the next day considering i would reach ***** as per my initial booking but due to this delay I could not attend the US **** appointment. I have sent multiple mails to the BA customer service team to check all my expenses and provide me a refund. Each time they come back saying I am responsible for all the expenses even though there was no mistake of mine other than booking flight with them. This has caused so much stress to me and my family and also during that covid time we were made to spend so much money from our pocket. I would like to escalate this issue and help me in getting a refund. I have all the bills with me which i can provide as proof as well. Please let me know for additional details.

  Customer Answer

  Date: 08/15/2022

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

  
  Subject: Complaint # ********

   

  Hello,

   

  I have not received any response from British airways. This is regarding my complaint and I have not received any updates or any solution.

  
  

• Initial Complaint

  Date:07/19/2022

  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.

  We had a multi city ticket with BA that I originally purchased on January 16, 2022. On April 9, 2022, I changed the date of my flight from May 3 to May 8. I was charged $337.40 to change the date.First leg *** from *** on April 28, 2022 - no problem. On May 7th, the day before we were supposed to fly from *** to Warsaw, I tested positive for Covid 19. I called to change my flight since I was unable to fly for 10 days due to contracting Covid.I tried to change it online, but I was afraid if I didnt change it talking to a representative, they would cancel the entire rest of the ticket and we wouldnt have a way home. (This has happened to me before with American Airlines and since BA is a sister airline I was afraid it would happen again.) We finally were able to get a hold of someone about 3 hours before the flight left.Because of my Covid status, Viking cancelled our cruise. Now I needed to quarantine for 10 days and then change to a different location and date. We were no longer going to go to ****** since we were cancelled so I not only needed to change the date, but I needed to change the city for that leg of the multi city flight. We now needed to fly on May 18th from ******** to ******. We were kept on hold for over 90 minutes with an agent. We couldnt understand why she was taking so long to change one leg of a multi city flight. We specifically told her that we were just changing one leg we didnt want her to touch our return flight from ****** to ******** to *** on June 6, 2022.I expected there to be a change fee but not an additional $3635.80 charge! It was almost as much as the original round trip ticket. If we would have "no showed" for the flight on May 8th and bought tickets to ****** on May 18th - the price was 826 pounds.I feel I was penalized for having Covid as I was trying to do the right thing and not fly while sick. BA has never spoken to me by phone - always email - saying I'm sorry but this is how it is.

  Business Response

  Date: 08/04/2022

  The following email was sent to **************** on 27Jul22:

  Dear ******************
  
  Your feedback to British Airways
  We have been contacted by the ******************************* regarding the complaint you have raised. I'm sorry to hear you were unhappy with the charges you received to change your ticket. I'm glad I can look into this further for you.
  I understand you were unable to travel on your originally booked flight from ****** to ****** as you had contracted Coronavirus. I can only imagine how worry this must have been for you. When you called to rebook your flight to travel to *************** to ****** the same booking class was not available to rebook. We have a range of booking classes which differ in cost and flexibility. The most flexible tickets are the highest price and the least flexible are the lowest cost. There are only a certain amount of tickets sold in each booking class. You were originally booked to travel on an 's' class fare. A sale fare with the most restrictions and a low cost. As it was close to the date of travel, these 's' class fares were not available and the only booking class was 'Y' the most flexible and highest priced fare in our World Traveller cabin.
  The cost for this new flight from *************** to ****** was $181**** per passenger. This is detailed in the below booking extract:
  
  ********** ******** **************************************** * ********* * ******** * ********
  *** *** * ***** * ******* *** ***** * **** **** ** *****
  *** *** ** ** * *** *** ************** * ***** *** * ***** *********************** **************
  
  
  Add RX ********************ATTENTION TEAM**************
  Add RX COULD YOU PLEASE TAKE PAYMENT AS PER TST STORED AT USD181 **** PP FOR SEGMENT 4 ***-BER AND REISSUE THE TKT//CARD D
  Add RX EATAILS AND SECURITY NUMBER STORED//MANY THANKS
  
  
  
  The fare you paid for amending your booking was correct for the change in booking class on this sector only. Please be assured this was not a charge to reissue all sectors within the booking.
  It's disappointing to hear you felt pressurised into amending your booking. Please be assured we would never intend for you to feel this way. I've passed your comment to the manager of the agent you spoke with. I know they will appreciate your feedback.
  Thank you again for allowing us the opportunity to investigate your claim further. Once again, I'm truly sorry you were left unhappy with the charge you received to change your flight. I do hope we demonstrated the British ************** at its best when you travelled.
  
  
  Best regards
  
  *********************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:07/19/2022

  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.

  Travelled on BA on 15 th July from ***-***. The ground staff sent me and my 4 and 9 year kids on an unconfirmed onward journey to ***. On arriving at *** they denied boarding and told us tickets are not confirmed and cant let us board. My kids had already traveled for 9 hours + 6 hours at airport due to their delays and on top of that BA lied to us that we have cofnirmed onward journey tickets. Extremely inconsiderate customer service and lied to customers

• Initial Complaint

  Date:07/18/2022

  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.

  I was informed by ****** care on 7/13 at 9am that I contracted COVID and need to quarantine for at least 5 days. I sent emails to British Airways on 7/13, 7/14 and 7/15 about these findings and my inability to fly and if they can issue a refund on my trip. I also tried calling several times on 7/13, 7/14 and 7/15 to advise of the same. Each time I would call, British Airways would provide a message that they were not taking calls due to heavy call volume and they would disconnect the call. I spoke with a representative on 7/17 and they said that since my flight day had already past that they could not assist with a refund or in any other way. He said that it was a matter of contract and that I needed to call them before my flight. Advised that I sent several emails and made call attempt's and no one would answer the phones and their phone system would automatically disconnect my calls. He said that he could not help me.