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:07/18/2022

  Type:Service or Repair 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.

  British Airways failed to protect my rights as a customer and consumer when it bumped my family and I from our flight in *************** on Sunday July 10th 2022. Leaving us stranded for hours with out access to food, my son became Ill at the airport and we were eventually offered a night stay at a hotel. We were booked to a completely different airline and state with no compensation or baggage. We have not received all of our luggage and have not received any communications from the airlines. It is unacceptable to treat customers in this manner, the **************** is a disaster, why would they continue to sell airline tickets knowing these problems. The American consumers like myself and my family are not being protected against the greed of the airlines. We need help.

  Business Response

  Date: 08/03/2022

  The following email was sent to ***************** on 31Jul22:

  Dear *****
  
  An apology from British Airways
  
  Thanks for your emails about the problems you and your family had when you were travelling to ********, ***, via ***********************. Please accept our sincere apologies for the delay in our response. I completely understand why you're unhappy with the service you received when you travelled, after you were unable to board your flight and your luggage was delayed. I'm sorry we've let you down.
  I understand BA0641 on 10 July 2022 from Athens to *************** was delayed, which caused you to miss your connecting flight. I have checked the details of your flight, and I can confirm BA0641 was delayed as a result of Air Traffic Control restrictions en route, which meant the aircraft was prevented from becoming airborne as scheduled.
  Unfortunately, this was not within the control of British Airways and we must follow the instructions of Air Traffic Control, so there was nothing we could have done to prevent you missing your flight. This means you're not entitled to receive ** compensation on this occasion. However, I recognise this doesn't change your own stressful journey.
  I share your disappointment that, after missing your flight, you were not provided the support you would expect from British Airways. I do hope your son is feeling better and I'm pleased you were offered a hotel, although I'm sorry you had to wait some time for this.
  
  
  You've mentioned you had to be rebooked with another airline. I've checked your booking and I can confirm that an agent at the airport did try to rebook you onto a British Airways flight on 11 July 2022, but there was no availability. Therefore, to ensure you reached your destination as soon as possible, your best option was to travel with another airline.
  I realise that whilst you were delayed, you incurred expenses to the value of ******. I can confirm we are able to reimburse this cost in full, which I've converted to your local currency. Therefore, we are able to transfer to you $179.61.
  You've also explained in your email that you have not received all of your luggage. Your British Airways luggage file has been closed, as all of your luggage has been returned to you. Therefore, I would be grateful if you could confirm whether you do have any further luggage missing.
  You have also provided us with receipts for expenses incurred by you whilst your luggage was delayed. I can confirm we are also able to reimburse these costs in full to the value of $528.16. The best way to settle your claim is by bank transfer and it would be helpful if you could send me the following information:
  
  
  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.
  
  In previous emails, you mentioned you left some items on board a Virgin Atlantic flight. Unfortunately, were not responsible for any items that were in your care while you were on board, and so cant cover your claim this time. However, you may be able to claim from your travel insurance. As the items were left on board a Virgin Atlantic flight, they may be able to help you locate them.
  We're very sorry you've been left disappointed with the service you received when you travelled. We take your feedback very seriously and we've passed your comments to the relevant teams so we can prevent this from happening in future. However, I appreciate this doesn't change your own difficult experience and I apologise.
  Thanks again for your time and I look forward to receiving the requested information. 
  Best regards
  
  *****************
  British Airways Claims Investigation Specialist
  Your case reference is:********

  Customer Answer

  Date: 08/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:07/15/2022

  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 February 4, 2022 we spent $6,581.28 on four airplane tickets to fly from ******* to **** ***** on British Airways. We made this booking through Expedia.com. On April 29 British Airways canceled the flight we were booked on to **** and provided no alternative route to our destination. As such, we had to cancel our itinerary and book our journey through a different airline. We wanted to fly British, but they were the party that cancelled their flight itinerary, not us. It is now July 15th, 77 days after our travel was cancelled and we have still haven't been refunded for the cost of our flights. This is a large sum of money being held, without interest, for what an unacceptable amount of time. We were told we would need to wait 12 weeks for a refund, but this is excessive and I believe the airline is taking advantage.

• Initial Complaint

  Date:07/15/2022

  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.

  We had bought tickets through Expedia for a flight that ultimately was through British airways. We were running a bit behind his morning. As we were moving quickly through the airport at *** my giant luggage got caught in the escalator. I fell down several flights and hit my head at the bottom. I obviously was in no condition to get up and continue running. I needed to get air and take care of the bleeding. Our plane left without us. We went to the station and they told us to British airways. Not only did British airways refuse to get us on a flight they made us pay an entire $4478 for two brand new tickets. They had open seats but only for buisnes class. I guess my injuries didnt matter to them. I say there for hours screaming in pain and crying because this was our one trip this year. We had saved so much money to go to ****** and *******. I had books this ice hotel which was thousands of dollars in itself. We will now miss 60% of our trip and they will do nothing about it. Even Expedia who I purchased insurance from didnt care. They said its all up to the airline. The insurance is a joke. They dont get you in a flight or care that you just spent 3 years of savings for this trip no. They are asking me to get all kinds of documentation to prove I had to miss the first flight. Are you kidding me. My second complaint I will do in a minute will be about them. I am pretty sure when someone falls down an escalator and is possibly having a confusion the first priority is not run to a plane. This whole industry is currupt as can be. I want my money back from them for this first flight or our second flight to be comped. You didnt even care as I sat there bleeding out on the ground outside ***. You didnt care about the possibility of loss of human life. I could have died and you still would have said well too bad buy a new tickets this is the most sick heart less stuff I have ever heard. I demand my money back but even then I will never have this vacation as it was.

  Customer Answer

  Date: 08/08/2022

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

• Initial Complaint

  Date:07/15/2022

  Type:Delivery 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.

  My flight from *************** (***) (BA217) arrived at ***************** airport (***) last Sunday, July 10, 2022, at 2:15 PM. My two checked bags were not delivered to the baggage carousel. The agent at British Airways baggage claim filed my report and said that the bags would be delivered to me. Five days (115 hours) have now passed and my bags have not been delivered. This is unacceptable.

  Business Response

  Date: 08/11/2022

  The following email was sent to ******************* on 05Aug22:

  Dear ********
  
  An update from British Airways
  
  Thank you for your recent correspondence. I'm sorry for the delay in our response.
  It's disappointing to hear about the recent issues you've had on your journey to ***************, on 10 July. I fully understand how frustrated you must be that both your bags have been delayed and I apologise for the problems this has caused. Unfortunately, I'm unable to provide any further update regarding the status of your delayed luggage. I can assure you that our Baggage team will continue to look for your missing bags and they will be forwarded to you at the earliest opportunity.   
  
  If you've incurred expenses whilst your bags have been delayed, please use the blue link below to upload your receipts.
  
  
  You can upload your receipts here
  
  
  I hope this is useful. If theres anything else I can help with, please contact me directly using the blue link below.
  Best regards
  
  ***********************************
  British Airways Customer Relations
  Your case reference ***********

  Customer Answer

  Date: 08/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/14/2022

  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 were traveling from ** to Santorini and our luggage was delayed for the entire trip. This forced me to purchase clothing, underwear, shoes, medications, masks, etc in order to survive through the vacation. When we transferred to another BA flight in ******, we noticed we had to go through security again so we went to the carousel just in case. Luckily we did as we noticed our bag was there when it shouldn't have been. We went straight to the baggage kiosk and the BA employee assured us the mistake would be fixed and the bag would be on the flight with our other one (the flight departed 4 hours later). The bag did not make it to ****** and we immediately went to file a report with swissport in Santorini. They assured us it would be taken care of immediately. We didn't receive a reference number via email and returned to the airport the next day. We were advised an employee took the forms home to work on them and may have lost some so we had to refile a form. The bag was not found until the day before we left and was delivered 12 hours before our flight home to NY. I had to purchase all my necessities, and went to budget stores, and it still totaled up to $700, including a duffelbag we had to purchase to bring everything back with us. In the event the claim was not taken care of in time, we tried to return some items but were unsuccessful. As such, we have filed a claim and have tried to contact baggage support but the insist we contact claims instead but have no method of contact with them. We have seen the horror stories of people waiting months for a response, we have to pay our unnecessary debt as soon as possible on our credit card.CONF NUM: ****** ******* **** **********

  Business Response

  Date: 08/03/2022

  The following email was sent to *************************************** on 25Jul22:

  Dear ***************
  
  The delay to your baggage
  
  We've been contacted by The Better Business Bureau about the delay to your luggage on your recent trip to Santorini. We know how upsetting it must have been to be without your belongings, especially as you didn't receive your luggage back until just before you were due to return home. This isnt what you should expect of us, and we understand why you needed to complain. Wed also like to thank you for your patience while we got back to you.
  
  We're sorry that we didn't provide you with any updates while you waited for your bag to be delivered. We realise how much this must have impacted your time in Santorini. I've shared your comments with the relevant managers so that we can use these to improve our service.
  
  Thank you for sending over your receipts and details of the other items you had to buy. Were happy to pay $700.00 USD to cover these expenses. I've arranged a bank transfer to your Chase account, please allow up to 14 days for the payment to reach you.
  
  
  Once again, Im sorry you had this experience on your trip. We hope to welcome you back on board soon.
  
  
  
  Best regards
  
  *****************************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:07/13/2022

  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.

  Our flight BA297 from ****** to ******* on British airways was delay on 6/17/2022. As a result we missed the connecting flight to ************. British airways and their partner AA did not have any flight for my daughter and myself until 2 days later. We need to get home for a family event. The last min rental cars were all over $450/day. Therefore we took an Uber from ******* to our home in ****** *******. I have requested the $490 Uber fee reimbursement from British Airways, consistent with their delayed flight policy, but I have not heard any response since June 20, when they acknowledged receiving my case submission through email. Their web site states the refund should be processed within 7 business days. Apparently that was not the case at all!

  Business Response

  Date: 08/03/2022

  The following email was sent to **************** on 02Aug22:

  Dear ** ************ apology from British Airways
  
  
  Thank you for contacting the Better Business Bureau. Were sorry that your recent flight with us was delayed causing you to miss your connecting 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. Wed also like to thank you for your patience while we got back to you.
  
  We cannot pay you back for the items you asked us about. This is because were only legally responsible for the cost of your flight itself, plus a few other related expenses, not everything you had to pay, due to the delay.
  
  
  However, depending on what kind of travel insurance you bought, you may be able to claim through this. If I can help by providing any information for your claim, please contact me directly using the blue link below.
  
  
  However, Ive checked the details of your journey and Im pleased to advise youre entitled to compensation for the delay to your flight, BA0297 on 17 June 2022. The distance of your disrupted journey was over 3,500km and this has been calculated in accordance with ** legislation. This means youre each entitled to ****** in compensation.
  
  The total amount of compensation youre due is $1218.46 (******** **R) as there are two passengers included in your claim. 
  
  The best way to settle your claim is by bank transfer and it would be helpful if you could send me the following information:
  
  
  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.
  Thanks again for getting in touch. We look forward to welcoming you on board again soon.
  
  Best regards
  
  ***************************
  British Airways Claims Investigation Specialist
  Your case reference is:********

• Initial Complaint

  Date:07/12/2022

  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 two tickets from British Airways in 2021. But for the Covid 19 epidemic, I asked the airline to postpone the trip. They gave me 2 vouchers with the amount of $1,348.47 each (a total of $2,696.94) . I tried repeatedly to get a refund for that amount but could not get hold of any representative to ask for my money. Their web site does not allow me to get the refund. The original reservation number is ******. The number of the vouchers are**** *** *** **** for ************************* (myself) for the amount of $1,348.47 and *** *** *** **** for ********************* (my wife) for the amount of $1,348.47 Please help me refund these vouchers

• Initial Complaint

  Date:07/12/2022

  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.

  My daughter, mother and I had business class tickets for a return flight from ***** to ****** airport on British Airways (BA). The flight was canceled. BA put us on completely unfeasible flights, arriving much later and going into completely different and distant airports (the travelers were separated, and did not arrive at the same airports). We explained to the ticket agent that these flights did not work as we had to travel together and had no transportation from the new airport. My mother is elderly (and was injured at the time) and could not travel alone. My daughter was inexperienced with airline travel and needed to be accompanied. The ticket agent could/would not help us. We tried contacting BA customer service directly and were disconnected every time. There was a flight on United airline into ****** with available seats. We requested to be put on that flight. Again, BA would not help us. As a result, we had to purchase entirely new tickets in order to arrive home. We contacted BA upon return and filed a complaint requesting reimbursement for the flight. We have received no response after 3 months of trying to receive resolution. I am only asking for reimbursement for the cost of the new tickets for my daughter and myself which totaled ********* EUR. I would be so grateful for any assistance!Specifics:Flight Date: April 15, 2022 Original Flight: BA315 (Canceled)United Flight: UA914 Cost per ticket: ******* EUR per ticket. Total ********* EUR for my daughter's and my ticket.BA Complaint reference numbers: ******** & ********

  Business Response

  Date: 07/21/2022

  The following email was sent to **************** on 21Jul22:

  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.
  
  
  Were sorry it was necessary to cancel your flight from ************************ to ******************** on 15 April. I understand this must have been very difficult at the time, especially as we couldn't offer you suitable alternative flights and this impacted your travel plans. We take all reasonable measures to avoid cancelling a flight and well always consider if there are any alternative solutions available before we make a decision.
  In this situation if you don't accept any of the rebooking options we offer a full refund of the unused coupons of your ticket. Any additional costs for the purchase of tickets on United will need to be recovered via your travel insurance company.
  We sent your tickets and seating payments (EMDs) to our ****************** and received the following update.
  Booking Reference: ******
  Ticket Number: **************
  EMD Number: **************
  Refund processed today for USD4424.27 to VI card ending in ****. Further seating EMD refund processed today for USD160.00 to VI card ending in ****.
  Booking Reference: ******
  Ticket Number: **************
  Refund processed today for USD1050.00 to VI card ending in **** and USD299.27 to VI card ending in ****. Further seating EMD refund processed for USD160.00 to CA card ending in ****.
  Refund amount will reflect in customer's account in the near future.
  
  
  
  
  
  Also the distance of your disrupted journey was over 3,500km and this has been calculated in accordance with ** legislation. Because your new flight was over one hour earlier ahead of the original schedule, youre entitled to ****** in compensation, which is 50% of the full amount.
  
  The total amount of compensation youre due is ****** as there are two passengers included in your claim. Ive raised a bank transfer with the **** bank information you provided for $608.00 which is the equivalent amount at today's current rate of exchange.
  
  Once again, I apologise for the delay with my response to your enquiry. Thanks again for getting in touch. Despite this poor experience, we look forward to welcoming you on board again soon.
  Best regards
  
  ***************************
  British Airways Customer Relations
  Your case reference ***********

  Customer Answer

  Date: 07/25/2022

  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:

  I greatly appreciate the assistance of the BBB with resolving this issue!  The refunds mentioned in the British Airways response that were initiated by the ***************** have in fact been received.  Thank you!  However, the Bank transfer referred to in the response has not been completed.  Could I please trouble British Airways to complete the bank transfer.  Upon completion, this matter will be resolved.  Again, your help has been very much appreciated!
  

   

   

   

   

  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 22Aug22:

  Dear ******************
  
  Thank you for contacting the Better Business Bureau.  A copy of your correspondence dated 26 July and 05 August was sent to us and we have been asked to respond to your directly.
  
  I have reviewed your claim and I am happy to hear that you received your refund from us.  I understand you are following up on the bank transfer we had arranged for you for the amount of ****** USD.  I see that this bank transfer was requested on 21 July and as your correspondence was dated 25 July it may have not been credited at that time.  Bank transfers can take up to 28 days for the funds to post to your account. 
  Please only reply if you still have not received the credit. 
  
  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 ***********

  Customer Answer

  Date: 08/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/11/2022

  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.

  My daughter and I were scheduled to fly on BA flight 296 from ******************** to ******** on April 13, 2022. The flight was cancelled because of mechanical issues. Our booking reference was ******* Excerpts from an email we received from British Airways:Booking Reference: ****** **** ******** **** **** ***** **** ****** **** ******* ** ******************* **** ****************** ** *** ******** ********* ********** *************** ** *** **** * ***** ** ****** ****** *** *** ********** **** ** *** ******** *** **** ** **** ** ******* *** **** **** ************At the gate the agents ran out of vouchers for a hotel room. We were told to book a room on our own and to use the website to apply for reimbursement. We did exactly as we were told. When we returned from our overseas flight, I submitted the claim on April 18th and was assigned Case reference number : ********. Nearly three months later and with one follow up online by me, I have had no response from British Airways. The hotel was the *************************** and the expense for one night, one room was $289.99. I seek reimbursement for this unplanned expense secondary to mechanical issues associated with British Airways.

  Business Response

  Date: 07/18/2022

  The following email was sent to ******************** on 13Jul22:

  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 it was necessary to cancel your flight from ******* on 12 April. We dont underestimate how much this must have disrupted your travel plans. We take all reasonable measures to avoid cancelling a flight and well always consider if there are any alternative solutions available before we make a decision.
  
  I see we rebooked you and your daughter to the travel the next day on a Delta flight.  Thank you for sending in a copy of your hotel receipt for the evening of 12 April. I have arranged payment in full for $298.99 to your **** of America account ending in ****.  Please allow up to 28 days for the credit to post. 
  
  Thank you for getting in touch and giving me the opportunity to respond.  Please accept my apologies for the delay in my response and for any inconvenience you were caused.  We hope to welcome you and your daughter on board one of our flights again soon.  
  
  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer Answer

  Date: 07/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/11/2022

  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.

  My British Airways ************** Membership number is ********.Email: **************** Address: *********************************************** Name: ********* Batcu While I was on Active Duty in the ** Army, I received an email on 9/18/21 about a flight reservation from ba.com that I did not authorize. It appeared fraudulent. I don't know these individuals and I never travelled to the locations listed in the reservation or have any connections with those cities/countries. booking number ******** for ***************** booking number ******** for ***************************** So I immediately called British Airways and let them know. They said that they will investigate this. I gave them the information they asked for. My account was immediately locked, which is understandable. I followed up with them a few more times in Sept and Oct of 2021. They said that they are still investigating this. I was fine with that. My access to a phone was limited while I was on Active duty so I tried my best to contact them as many times as I was able to.Fast forward 10 months, I have travel coming up to visit my parents for my Brother's Wedding. So I try to login to my account but I can't. I called them up and they say that they are going to escalate this and it will take another week. I already gave them 10 months. I cannot wait any longer.I have to use my Travel companion ticket, a voucher I paid for and around 100k avios points for travel. British Airways doesn't appear to care about my circumstances and I just don't understand why they didn't fix the issues in 10 months. I request British Airways to return all the Avios points used by the above fraudulent transactions, reinstate my account and allow me to book my travel promptly.

  Business Response

  Date: 07/18/2022

  The following email was sent to **************** on 13Jul22:

  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 contact you directly.
  
  I am sorry to hear of the difficulties you had with your ************** account.  I see you have been in touch before about being locked out of your account. Our ************** team has sent you an email on 12 July and confirmed that since you changed your password they were able unlock your account, so you now have access to it.  
  
  Thank you for getting in touch and for giving me the opportunity to respond.  We look forward to welcoming you on board one of our flights soon.
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********