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

  1830 K Street NW Washington, DC 20006

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:01/09/2025

  Type:Product 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.

  On December 7, my flight from *************** to ******* (BA ***) was somehow rebooked to a different flight departing from ************** to ******* (BA ****). This was extremely challenging, but I accepted it to avoid further complications. I managed to transfer between the two airports with my two pieces of luggage and a carry-on.I submitted my receipts for the expenses incurred, expecting $135.62, but only received $104.87. When I inquired about the discrepancy, I received no response. I also tried calling but waited a long time on the line without any ************* make matters worse, my luggage was damaged during the journey, and no action has been taken to address this either.I need assistance and a clear explanation to resolve these issues. Thank you.

  Business Response

  Date: 01/27/2025

  The following email was sent on 23Jan25:

  Dear **** **********
  An update from British Airways
  
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations and we have been asked to reply to you directly.
  I understand from your comments that you wish for a breakdown of the expenses which have been paid. I have attached the receipts we have received which total $18.39 and *****. The receipts come to less than the payment we have raised, please review the receipts you have sent and if we are missing one, I will be more than happy to assess your expenses again. You can upload this either on ****** or by replying to this email.
  I'm sorry to hear that your bag was damaged during this trip. In order to pass your claim onto our baggage team, please provide further details regarding your bag including the date of purchase, brand, colour and damage occured. If you could provide photographs of the damage this will greatly assist your claim.
  Once again, thanks for getting in touch and I look forward to hearing from you soon.
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference is:********

  Customer Answer

  Date: 01/27/2025

  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,
  Thank you for your response. Ive provided my costs and receipts below. Please let me know if you need further details or clarification. Unfortunately, I couldnt attach many items to this email due to attachment limitations.
  Mint Mobile: $12.75
  National Express: $78.29
  Bus (3 trips): $8.71 each ($26.13 total)
  Storage: $12.81
  Coffee/Lunch: $5.64
  Luggage: Purchased in 2022 for approximately $150
  Please dont hesitate to reach out if you need more information. 

   

   

   

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

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

• Initial Complaint

  Date:01/07/2025

  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 recently had a terrible customer service experience. Possibly the worst in my life.The story should have been simple, with a simple solution - I was ill before a flight, and hoped to make a change. But the reality was much different - I was bounced between different departments at British Airways and Expedia, and not a single person would help. Passing the **** was the order of the day. Despite more than 6 hours of attempts to change the ticket on the phone and online, and both myself and my partner being absolutely clear with everyone throughout, British Airways pocketed our money, declared me a no show at the gate, canceled both my outward and return tickets with no refund, and - heres the kicker - they resold at least one of the seats to another passenger. Then, to complete the performance, a representative falsely claimed that I had refused all options to change the ticket. The whole experience was tremendously exhausting, stressful, and often seemed designed to frustrate travelers and deny them customer ********** the end, I was forced to rebook the entire round trip ticket with another airline, at greatly inflated expense.I would like to request a total refund of my ticket cost.

  Customer Answer

  Date: 02/01/2025

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

• Initial Complaint

  Date:01/06/2025

  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.

  On August 16, I flew with my two daughters, ****** **** and ****** ****, from TFU to IAD. Upon arrival at my destination on August 17, our three suitcases were all missing, we've got no extra clothing or shoes with us. I had to attend a mandatory new undergraduate student orientation starting on 8/18. Because of the delayed baggage, I had to rush to stores to get us changed clothing and essentials the next day. And I cannot let my elder daughter go to college without any clothes. So I purchased each of us socks, bras, T-shirt, jacket, pants and slippers, I also purchased skin care product such as body lotion, *********** cream, sunscreen etc. I also had to purchase a computer for my daughter since she has to finish her online fall course registration and has an online class scheduled on August 18. Those expenses are unavoidable due to the delay in receiving my baggage. Booking No: ****** Passenger Names:Passenger 1: *** *** Passenger 2: ****** **** Passenger 3: ****** **** Passenger flight and connecting flight info:****** ** *** *** ******* *** *** ******** *** *** Delayed baggage file reference no: ***** ***** Flight Date: ****** 17 AUG, Customer: *** 1 Bag ***** ***** Flight Date: ****** 17 AUG, Customer: Tong 2 Bags According to the Montreal Treaty, I am entitled to compensation for these expenses. However, I didn't receive a *****. BA only gave me $210 voucher for my next booking with BA which expires in September 2025. I don't think I would book a flight with BA so the voucher is worthless to me. Please kindly ask BA to expense my cost and expense for the three delayed suitcases. or at least give me reasonable compensation in cash. I would request $1500, $500 for each delayed suitcase. After all, it's BA's fault for our delayed luggage. Please contact me at ********** if there's any update.

  Business Response

  Date: 01/22/2025

  The following email was sent 20Jan25:

  Dear *** ***
  An update from British Airways
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations and we have been asked to reply to you directly. Please accept my apologies for the delay in our response.
  I'm sorry to hear your baggage was delayed on your recent flight to **********.  This isnt what you should expect of us, and we understand why you needed to let us know about this, especially as you've mentioned that as a result of your baggage being delayed you had to change your plans with your daughter.
  In your email you've explained you needed to purchased essential items for you and your daughters. Id like to get this sorted for you as quickly as I can, so please send me receipts or details for any items you needed to buy, and Ill see if we can pay towards the cost of these.
  
  Please accept my apologies that as a result of your flight from ********* arriving into *************** later than expected you missed excursions you'd planned in *******
  We value your loyalty as a Blue member of our *************** and know this experience did not meet our usual standards. Ive added ****** Avios to your ************** account, and hope this goes some way towards making up for what happened.
  Best regards
  
  *****
  British Airways Customer Relations
  Your case reference is: ********

  Customer Answer

  Date: 01/24/2025

  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 received an email from British Airlines on Jan 20th  asking me to send the receipts for reimbursement. Even though the receipts were included in my original claim, I still sent the receipts again as requested but never heard from BA again. And theres no number for me to call to follow up with BA.
  
  In the same email, I was told that I would receive ***** Avois points to compensate for my missing excursion in ****** due to the delayed flight. However, I still haven't seen any points been posted to my account. Furthermore, the points of my return flight from ********* to IAD was not even posted for me (Passenger : *** ***, Booking No*******). And it looks like the points and my account expires in April or May 2025. I dont think I would have a chance to use those points before they expire since theres only about three months left and I dont have any trips planned.
  
  
  Please ask the business to kindly reply when I would expect to receive a refund and the Avois points and also provide a business phone number just in case I dont get the refund or the points after a certain period of time.
  
  I can be reached at ********** if you have any questions.
  
  Thanks & regards,
  
  *****
  
  [Your Answer Here]
  
  
  
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  Sincerely,
  
  *** ***
  
  
  
  
    

  Business Response

  Date: 02/06/2025

  The following email was sent 03Feb25:

  Dear *** ***
   An update from British Airways
  Thanks for coming back to me with the information I requested in my previous email.
  I've arranged a bank transfer for $1,500.00 using the bank details you provided, as a contribution towards the essential items you purchased youself and your children. Please don't reply to this email in the next ***** hours, as this may delay the payment being processed. The payment may take up to 14 days to show in your bank account.
  I've also credited your ******************* account with ****** Avios. These are showing on your statement.
  Please accept my apologies that the Avios for your return flight aren't showing as credited. I've contatced our ************** and they are looking into this for you.
  Thanks for following this up with us. We look forward to welcoming you and your family onboard again soon.
  Best regards
  
  *****
  British Airways Customer Relations
  Your case reference is:********

  Customer Answer

  Date: 02/10/2025

  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:

   British Airways has reimbursed some of the cost, which is far below what I spent to cover the essentials since all three of our luggages were not shown up at the airport. I have already sent email to the British Airways waiting for their response. I'm looking forward to hearing from them.

   

   

   

   

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

  
  Sincerely,
  
  *** ***
  
  
  
  
   
  

• Initial Complaint

  Date:01/06/2025

  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 Airlines Dear Customer Service,I am writing to express our deep frustration regarding the worst travel experience weve ever had. The level of service, disorganization, and lack of care we encountered during our trip with British Airlines was truly appalling. Heres what happened:First, we booked and paid for business class seats 2A and 2B months in advance. These were supposed to be guaranteed seats, and we even paid an additional $320 through your website to secure them. Despite this, when it was time to fly, you inexplicably gave our seats to someone else without our consent. This was not only a breach of trust but a serious failure in customer service. Losing the seats after spending so much money was incredibly upsetting and entirely unacceptable.The night before our flight, we spent countless stressful hours attempting to resolve this issue through your customer service and website. Both avenues proved to be utterly useless. In the end, we were forced to accept undesirable middle **********, our flight from ****** to ****, which should have been a simple 2.5-hour journey,turned into a grueling 5-hour ordeal. Unfortunately, the nightmare didnt end there. The return trip from ****** to ********** was even worse. We were herded onto buses and then forced to carry our luggage up a full flight of stairs to board the plane. We were never informed that this would be part of the boarding process. If we had known, we might have chosen a different flight altogether. But what truly added insult to injury was our attempt to file a complaint. They make it impossible for someone to file a complaint! This added a layer of frustration which is infuriating.Thank you for taking the time to read this. We expect British Airlines to take responsibility for these failures and to address this matter promptly. Please make this right.Sincerely,******* ******* ************************ ****** ******* *************************

• Initial Complaint

  Date:01/03/2025

  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.

  I checked my bags in a a BA flight departing from *** EST on 12/20/24 and retrieved my bags on 12/21/24 at 8 pm. Days after retrieving my bags I noticed that the inside of 1 bag was cut and an item was stolen. I filed a claim on 12/27/28 EST around 9 pm after searching for the receipt that is required to submit the claim.I recieved messages from the airline saying they acknowledge that my bag was damaged while in there custody, but that my claim was recieved too late. I realized due to the time difference that the claim was recieved on 12/28/24 in the early hours of the morning.But according to their policy, passengers have 7 days from retrieving their luggage to file a claim. I was still within my 7 days, but they are refusing to compensate me for my damage and stolen items.

  Business Response

  Date: 01/22/2025

  The following email was sent on 16Jan25:

  Dea* ** ********
  
  The damage to your baggage
  
  Thank you for contacting the *******************************. Your case has been passed to Customer Relations and we've been asked to reply to you directly.
  Were sorry to hear your bag was damaged during your recent trip from ****** Wed also like to thank you for your patience while we got back to you. I've taken another look at your claim and can see that your claim was raised within 7 days of you arriving in ******
  
  Our specialist baggage handling company, *****,will look into your claim. Please could you provide more information around your damaged bag:
  -Make and model of bag
  -Type of bag (e.g. upright, horizontal, soft case, hard case, 4 wheels, duffel bag etc)
  -Colour of bag
  - Value of bag
  Once again, please accept our apologies for your experience on this trip. We hope to welcome you back on board soon.
  
  Best regards
  
  ********
  British Airways Customer Relations
  Your case reference is: ********

  Customer Answer

  Date: 01/22/2025

  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:

  [Your Answer Here]

   

   I received this message direct to my email inbox over 1 week ago. I replied and have not gotten a response since.

   

   

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

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

  Business Response

  Date: 02/03/2025

  The following email was sent 29Jan25:

  Dear ** ********
  
  About the items missing from your baggage
  
  Were sorry to hear you found items missing from your bag.
  
  Ill happily look into the details of your claim and see if we can pay towards this. To do this, Ill need a few details from you:
  
  If you have a receipt for the missing item, please send me a copy by clicking here.  Please also provide a description of the missing item.
  
  Ill get back to you about next steps after receiving these details.
  Our specialist baggage handling company, ****** is currently looking into your claim for your damaged bag, and will get in touch in the next 48 hours. Ive given them all the details from your claim, and theyll be happy to talk you through the next steps.
  
  If you havent heard from them within 48 hours, please contact them directly using the details below. Please quote your World Tracer reference number, which is ***********
  
  Here are their contact details:
  Email: *******************************
  Telephone: *************
  
  Thanks for taking the time to bring this matter to our attention. Well forward your comments about your damaged bag to the relevant team so we can look at ways to improve our service in the future. 
  
  Once again, please accept our apologies for your experience on this trip. We hope to welcome you back on board soon
  
  Best regards
  
  ********
  British Airways Customer Relations
  Your case reference is: ******** 

• Initial Complaint

  Date:01/03/2025

  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.

  September ******* British Airways Flight #**** from ****** to ***********. Seating Class was Club World, which was represented to us as the same as Business Class. It was far from "the same". It was a nightmare! Our Boarding Reference No. is ******* Seats 14E & 14F.1-Misrepresentation as described above.2- Non-Disclosure of USD 831 in additional charges 3- Seating-cramped and crowded( passengers walking through the area kept bumping into us bruising our feet and legs), a broken glass partition, broken immovable seats which made it impossible for sleeping on a long flight(flight crew admitted that the airline knew the seats were broken and unfixable prior to the flight),4- Insults and Unresponsiveness- When British Airways was contacted after the flight, they offered us an approximate $30 settlement. We have tried numerous times since the BA settlement offer to speak with a British Airways, December ****** was our most recent attempt, customer representative about our complaint for which there has been no response. 4- Service, inedible food

  Customer Answer

  Date: 01/28/2025

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

  British Airways contacted us on September 27,2024   with an INSULTING form letter which (1) did not address any of the mistreatment we experienced,(2) Offered us an absurd voucher amount of approximately $25 on our purchase of nearly $30,000 for two tickets and (3) no formal apology. Prior to their ridiculous offer, we had contacted them, in writing, a number of times.

   

   

   

   

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

  Sincerely,

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

  Business Response

  Date: 02/06/2025

  The following email was sent 30Jan25:

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

  *An apology from British Airways
  
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly.
  Thank you for your patience while we reviewed your concerns regarding your journey on September 20, 2024, from ****** to *********** on BA269. I sincerely regret the discomfort you experienced and appreciate the opportunity to address your concerns.
  I would like to clarify that Club World is indeed our Business Class product. While your outbound flight featured our new Club Suites, your return journey was on an aircraft with our previous Club World configuration. I apologise if this did not meet your expectations.
  I'm also very sorry to hear about the broken seat reclines and privacy screen, as well as the discomfort caused by the seating layout. Additionally, I regret that our catering did not meet your expectations, and I appreciate you bringing this to our attention. Please be assured that we take such reports seriously, and I have shared your feedback with the relevant teams to help improve future experiences.
  Whilst I understand your reasons for asking, we would not be able to offer a full refund of your flown ticket on this occasion. I apologise this is less than you were hoping for. 
  We know this experience didnt meet our usual standards, and so Id like to offer you an eVoucher for $1,250.00 which I hope goes some way towards making up for what happened. There are full details about how to use this here. 
  
  eVoucher number: **************
  Email address: ****************************** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******

  Name: ******* 
  Value: $1,250.00
  Expires (book by): 30/01/2026
  Regarding the additional charge of $831, we kindly suggest reaching out to your bank for clarification. If the booking was made over the phone, it is possible that the fare was charged in GBP, and your bank may have applied a foreign transaction fee or a currency conversion rate. They will be best placed to provide details on this charge.
  Once again, I apologise for your experience, and I truly appreciate your feedback. Please let us know if we can assist you further.
  Best regards
  
  *****
  British Airways Customer Relations
  Your case reference is:********

  Customer Answer

  Date: 02/06/2025

  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:

  We  responded to/ counteroffered and rejected the offer by British Airways, directly to the Airline, that you included with your letter of today, Its offer was woefully insufficient for the mistreatment and insults we experienced. Either we can produce our counteroffer to British Airways or you can ask the Airline for our very recent letter which contained our counteroffer, which you have yet to see.

  Thank you for your time, efforts and considerations.

  Cordially **** and ****** *******

   

   

   

   

   

   

   

   

   

   

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

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

• Initial Complaint

  Date:12/26/2024

  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.

  Me or my family has never been so humiliated in all our lives. I purchased a ticket for my fianc through British Airline confirmation number ******. This is the absolute first and last time!!! This ticket was ordered from Priceline and paid with Affirm. My fianc gets there and tries to check his luggage in only to be told that his ticket was suspended meanwhile he is on the phone with me FaceTime and I record pictures bc first they something about he cant have luggage! Im outraged I call British and they tell me to call Priceline. I call them they tell me that he was a no show which is a lie and have pictures time stamped! Where is there speaking with *******. As speaking with Priceline they state that British wants me to buy another ticket and provide them with that new ticket information and they would refund it. Why on Earth would I spend monies twice on a ticket when denied entry the first time this company is a scam!!! I want my monies back in my accct!!

• Initial Complaint

  Date:12/24/2024

  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.

  I was scheduled for a direct flight from *** to SFO, flight BA285 on 12/20/24 under booking reference ******. The flight was cancelled due to lack of availabile aircraft. My family and I were rescheduled for the following day on a new flight with a lay over that landed us 48 hours later than our original arrival time. During our new flight, we fly from *** to LAX at which time the flight was delayed again due to technical issues. Upon arrival at ***, it took over an hour for our luggage to be unloaded from the plane. Both, the delay and time taken to unload our luggage caused us to miss our connecting flight. We were, once again, delayed another 16 hours for a new flight. In total, we were supposed to leave *** at 11:45am on 12/20/24 and arrive in *** at 3:05pm local time on 12/20/24. Due to cancellations and delays, we left LHR at 3:59pm on 12/21/24 and arrived at *** on 12/22/24 at 22:10 local time. I submitted for reimbursement plus compensation for the delay under case ********. Upon checking status of the case, I was notified case was automatically closed due to a technical issues. I am demanding reimbursement for costs related to my cancelled flights and delayed travel. I am also demanding compensation as outlined by British Airways policy and ** LAW stating I am entitled to 600 per traveler under my booking reservation ****** (5 travelers) due to my travel being delayed more than 4 hours past my destination time.

  Customer Answer

  Date: 01/17/2025

  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:12/24/2024

  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.

  - On Dec 7th my 4 year old and I boarded my first flight with intent to fly to ********* (via ******* and LHR) for a 4 night trip to support a family member having major surgery.- On landing in *******, 1 flight into our 3 flights I found out our flights had been cancelled and the next available option was 33 hours later.- As my trip was only 4 nights and we would miss half the trip I selected the refund option.- I was told at the BA desk I was entitled to a full refund and online it also showed a refund option. - The BA staff put us on a flight back to **** which they said the airline would cover and take care of us. - My 4 year old and I spent 14 hours at **** and ******* airports (3 hours of which were at the BA ticket counter). We did not get to go to the **. - We had paid $2872.02 for tickets and were told we would receive a full refund in 5-7 business days.- On Dec 16th I received $1714.88 refunded.- The refund is $1,157.14 short.- On calling BA we were told our Seattle leg was subtracted from the refund even though we had no intent on visiting *******, our intended destination was *********. We were bumped in ******* due to the flights being cancelled and no reasonable alternative being offered. - The website says: "Right to reimbursement part(s) of the journey already flown that no longer serve any purpose in relation to the passengers original travel plans." ***************************************************************************************************** - I filed a claim with British Airways to request the rest of the refund $1,157.14 - The claim was denied as BA said the UK flight was cancelled due to weather. They have agreed to pay our airport food $47.46.- Asking BA to refund the **** to ******* flight ($1,157.14) "Right to reimbursement part(s) of the journey already flown that no longer serve any purpose in relation to the passengers original travel plans." We shouldn't be charged $1,157.14 for a flight cancellation that was not our fault.

  Customer Answer

  Date: 01/08/2025

  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:12/17/2024

  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.

  This company took advantage of me and my spouse on the death of my spouse's grandmother. I am asking for a 100% refund at this point. This fare was grossly overcharged. British Airways case # ******** contains the full information about what British Airways illegally did to us. Please review as they continuously push us off.

  Customer Answer

  Date: 01/11/2025

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

  Company has exhibited narcissistic behavior, and does not care about their paying customer or stakeholders. Steer clear from this predatory company.

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