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:11/27/2024

  Type:Sales and Advertising 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.

  Our claim number with British Airways is: ********. The name on the claim is ****** *************, my wife, and our infant daughter took a 3 week trip to ******* in July of this year. British Airways lost our luggage and we didn't receive our items until the 2nd to last day of the trip, causing us to have to purchase clothes and toiletries for two adults and one infant. When the luggage arrived, the checked bag was damaged, and so was our $500 car seat, we had to order a new one. We submitted our claim with them on August 7th of this year. We've called several times and the only information we've been given up until now was to wait. We just noticed that our claim was closed on their website, but have received no emails or phone calls with this information, or the details of why the case was closed. Because of the lost luggage and damage items, we had to spend over $1700 in items that we weren't planning on purchasing, putting a dent in our finances. We uploaded each receipt to the claim. We are still hurting from this error on their end and are entitled to a reimbursement for their mistake. We just called them back today, and they told us to wait another 24 to 48 hours for them to open the claim back up, so now we're afraid they're going to repeat the same customer service and have us wait another 4-5 months for the reimbursement. We could use any assistance you can provide. Thank you.

  Business Response

  Date: 12/18/2024

  The following email was sent 10Dec24:

  Dear ** *****
  An apology from British Airways
  Thank you for contacting the US Department of Transportation. Your correspondence has been passed to Customer Relations and we have been asked to contact you directly.
  Im sorry to hear your luggage was delayed when you and your family travelled to ******* in July. It can only have added to your disappointment when one of the bags and car seat were damaged. I fully understand why youve contacted us about this.
  Ive looked into your claim for your essential items, and Im happy to settle your claim for ********, which converts to $1,112.95 in full. Ill arrange for this amount to be transferred to your **** account, please be advised that it can take up to 14 working days for this payment to show in your account.
  I note from your email that youre also claiming for a damaged bag and car seat. Weve reviewed your claim and were unable to pay you back for the damage this time. This is because we only pay for damaged baggage if customers let us know within seven days of receiving their bag, and your claim fell outside this period.
  However, you may be able to claim through your travel insurer.
  Thanks again for getting in touch, and please accept my apologies for any inconvenience.
  Best regards
  
  ******
  British Airways Customer Relations
  Your case reference is:********

  Customer Answer

  Date: 12/19/2024

  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]

  We appreciate British Airways and their attempt to make it right, but they still have not paid the reimbursement in full. They are claiming that we did not reach out to them within the 7 day window of receiving our damaged baggage/Car seat, but we received our damaged baggage on August 5th, and submitted the claim to them on August 8th, which would fall within the window. We had to throw away both the luggage case that our clothing came in, as well as the $450 car seat with the bag it came in, due to the damage. Because of this, we are still not completely satisfied with the response, but do sincerely appreciate their attempts to make it right. We would still like to see the remainder of the compensation for the damaged items. Please see the attachments for proof of the date we submitted the claim for the damaged items, it looks like we submitted the claim 3 days after receiving.

   

   

   

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

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

• Initial Complaint

  Date:11/27/2024

  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.

  I have attached a copy of my complaint letter to BA that explains the problems & experiences that I had during my canceled flights from *******, to ****** then ****** to ******Originally my flight from, ******* to ****** was canceled. This cancelation caused a domino effect on all my connecting flights to *****. In *******, I was given a hotel ************* During my stay, there was no communicate on the rescheduling of my flights. My wife and I checked the BA website, ******** no info, no updates. Being all my flights changed, my wife called BA CS to confirm that all the new flight noted kosher meal required. During the call, the *** stated that his new flight was leaving shortly. She asked how could that be no one told us anything. She said tell him to find a BA *** for help. I went to look for a BA Rep. *** I found a passenger who was on my flight. He had just found out that the flight is leaving soon, I quickly packed and got to my flight. Still no communication on what happens when we get to ******. Upon arriving in ******, it was late, and the airport was closed. I received an email that I had a 34hr wait till my flight to *****. Everything was closed, and the only hotel was booked. My wife called BA ***** help. My wife was given a number for me to call for help. I called, no answer. I gave up trying, was tired & exhausted. Finally got a room plus I had meal expenses. 9/7 I filed 1st complaint case #******** was faxed, emailed and mailed along with uploaded ******************** letter. No response. There is no # to call for updates. When I finally got a ***. **** said my case # is not valid. I filed another complaint ******** I received email stating I am entitled to a $300 refund for my flight cancelation. I provided my checking acct info as requested. **** also asked for all my ************ receipts. I emailed all that info. I sent emails for updates, no answer. Also requested a refund, not a credit of $70 for baggage problems in *******

• Initial Complaint

  Date:11/26/2024

  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.

  I purchased tickets for myself and my family flying from ********* to ******, then to ******** on August 11th, 2024, totaling $5528.76. British Airways voided my ticket without notification, yet continued to send check-in information until the departure date. My flight itinerary appeared valid online, and I was even able to change my seat two days before the flight. At the ***************** on August 11th, 2024, no ticket was issued to me, because the check-in counter staff could not find a valid e-ticket number. No explanation was provided. Consequently, my three children were also unable to board.Despite our presence at the airport, BA subsequently marked all our tickets as no-show, including those tickets issued for my three children.According to the BA's booking desk I spoke with after the departure date, the ticket was voided due to a backcharge of a $250 flight change fee, which British Airways had agreed to refund when I decided not to change flights in May 2024, but they never refunded. Voiding our entire international flight due to a $250 backcharge for a service not received is unjustified.Consequently, my three young children and I were left stranded at the airport and forced to find alternative accommodations and book new flights, leading unexpected expenses totaling $9,456.82.Despite the validity of my claim, BA has refused to provide any meaningful compensation. - The BA's actions appear to violate the Air Passenger Protection Laws and Consumer Protection Acts in ** and ** . Additionally, BAs actions constitute breach of contract, failure to disclose material information, and have caused significant emotional distress for my family and me. I submitted a claim to BA with supporting receipts totaling $9,456; however, their response offered only a refund of taxes and fees. I just filed a complaint with the ****** and will proceed with filing a claim in WA Small Claims Court if BA does not provide appropriate compensation.

• Initial Complaint

  Date:11/26/2024

  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.

  Confirmation #* ******* ******** ****** I have booked the british airways flight round trip through *********, The issue is in the return trip from JAX to HYD - BA has rescheduled my flight with some mechanical reason on Jan 18th 2025 which is causing lots of layover in the transit and making my overall trip more than 48 hours. I have reached out to ********* and ********* reached out to BA customer service. ********* says BA is asking for price difference to reschedule the flight again to reduce the layovers even thought I did not confirm on my rescheduled flight.All I am looking for rescheduling my flight and make overall my trip length to around 24 hours and reduce layovers in the transit, I am flexible with my dates between Jan 1st to Jan 19th.********* reached out to BA three times and could not find a solution without paying more.

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 17, 2024, my wife and I traveled from , MD to ****** ******, on oh British Airways flight BA 228 to ******, the flight was delayed, and we missed the connecting flight, so we had to wait in ****** for 7 hours, to fly stand by on ***************, flight A3603 to ****** ******, I paid for seats that we never got on the flight to ******. We missed our ride, so we had to book a ride to the hotel. On the return flight home on October 1, 2024 my wife and I experienced another delay in ******, we were supposed to leave at 4:45 pm, but didnt leave until 6:45 pm, once arriving in *********, **, we were getting our luggage, when we noticed that the wheels were broken off one of our bags.

  Business Response

  Date: 12/16/2024

  The following emails were sent 11/12Dec24:

  Dear Mr ********
  Your feedback to British Airways
  
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to respond to you directly. 
  I'm sorry to hear you missed your connecting flight, especially as you prebooked your seats on your connecting flight. We know this isn't what you expect from us, and we understand why you needed to get in touch about this. We'd also like to thank you for patience while we got back to you about this. 
  I've passed the details of your seating charges to our Refunds team under a new reference ******. They will process the applicable refund back to the original form of payment used. 
  I understand due to the delay you had missed your pre-arranged transfer from the airport. Unfortunately, this would be considered a consequential loss, and not something we're liable for. However, if you had taken out travel insurance then you may be able to make a claim through your provider. If you require any supporting documentation for a claim, please let me know and I'll happily get this arranged for you. 
  I'm also sorry to hear you had problems on your return journey. We never take delaying a flight lightly as we know how disruptive this can be for our customers. I'll pass your comments to the relevant teams. We'll use your feedback to help us improve the service we provide. 
  I note you also mentioned that your bag was damaged. Weve reviewed your claim and were unable to pay you back for the damage this time. This is because we only pay for damaged baggage if customers let us know within seven days of receiving their bag, and your claim fell outside this period. If you reported the damage at the airport then please let me know your Property Irregularity Report (PIR) reference, which will look like BWIBA12345, and I'll happily take another look at this for you. 
  However, if you did not report the damage then you may be able to claim through your travel insurer. If I can help by providing any information for your claim, please let me know.
  
  Once again, Im sorry you had this experience on your trip. We hope we can welcome you back on board again soon.
  Best regards
  
  *****
  British Airways Customer Relations
  Your case reference is:********

  ==================================

  Dear ** ********
  An update from British Airways
  
  Thanks for getting back in touch with us.
  As mentioned, we're unable to cover the pre-arranged transport you missed, as this would be considered a consequential loss. However, I understand you have also mentioned that you incurred some addtional costs. We're happy to reimburse the alternative transport you purchased for ***** and the $49.26 for the food you purchased.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 replying directly to this email. Please also provide us with your postal address including ZIP code. 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 back in touch with us. We look forward to hearing from you soon.
  Best regards
  
  *****
  British Airways Customer Relations
  Your case reference is:********

   

  Customer Answer

  Date: 12/18/2024

  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:

  Good morning, I have sent the information, that British airlines, requested.

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

  Business Response

  Date: 12/19/2024

  The following email was sent 18Dec24:

  Dear ** *********** *****************
  An update from British Airways
  
  Thanks for getting back in touch with us.
  
  Our Refunds team have refunded your prepaid seating has been refunded back to the ending ****. Please allow one full billing cycle for the funds to reflect in your account.
  
  Im afraid we cant reimburse the additional expenses to the card details you provided. We would need to reimburse the expense via bank transfer. In order to do this, well need to know 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 replying directly to this email. Please also provide us with your postal address including ZIP code. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  
  Alternatively, we can arrange the payment by cheque. If you would prefer this option, please confirm your full postal address including ZIP code.
  
  Thanks again for getting back in touch with us. We look forward to hearing from you soon.
  
  Best regards
  
  *****
  British Airways Customer Relations
  Your case reference is:********

• Initial Complaint

  Date:11/20/2024

  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.

  My boss is an ******** express platinum/gold card member. We booked some travel for him via AMEX travel on British Airways. Its was three flights which came to a total of $10,745.86, He got sick **** note to prove it) so he had to cancel his travels, and we were issued a evoucher. When we went to try to rebook using the evoucher, first **** said that if we were to use the credit, the amount we did not use would be forfieted. THEN British Airways said that we can not actually use the credit AT ALL, unless the flight is the amount of the issued voucher, or higher! That is ridiculous! We have already paid the amount of the voucher and we should be able to use it as we want! I thought airlines were not allowed to do this kind of stuff anymore!! Anyway, I'm hoping you can help us, either on the Amex end or the BA end. I have tried talking to both parties multiple times and no one will help!

• Initial Complaint

  Date:11/14/2024

  Type:Billing 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 transferred ******* avios on 10/31 to my Qatar airways account and those miles never reached my ***** account. My ********************** account number is ********

• Initial Complaint

  Date:11/10/2024

  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.

  BRITISH AIRWAYS COMPLAINT I paid $272 for BA seat selection for seats for my husband and myself for our flight Confirmation # ****** leaving 9/2/24. On the day of the flight we received an email from BA saying the flight was canceled. We were able to rescheduled for the next day but we did not have the option to select seats on the new flight. I filed a request for a refund of the seat selection fee we paid and did not use on 9/27/24. Other airlines identify this type of issue and refund without having to request it. Its been over a month and they are still saying its being reviewed.

  Business Response

  Date: 12/02/2024

  The following email was sent 20Nov24:

  Dear
  
  Your feedback to British Airways
  
  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. We'd also like to thank you for your patience while we responded to you.
  
  Were very sorry to hear that your travel plans were disrupted resulting in you not getting your seats that you paid for in advance on the flight. I appreciate why you've contacted us, especially you're still waiting for these seats to be refunded back to you.
  
  I've contacted our Refunds team and asked them to process a refund of $136.00 per seat. A total of $272.00 will be refunded to your original form of payment as soon as possible. This may show as two transactions. Our Refunds team will let me know once this is processed and I'll be sure to let you know.
  
  I can assure you that your feedback will make a difference. We'll use your feedback to help improve our service going forward.
  
  Once again, please accept our apologies for your experience this time. We hope to welcome you back on board very soon.
  
  Best regards
  
  ****
  British Airways Customer Relations
  Your case reference is: ********

  Customer Answer

  Date: 12/11/2024

  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:

  Thank you for your assistance.  
  Although I did receive a letter dated November 20 from Global Assistance (British Airways) indicating they would be fully refunding my funds. 
  Contact 
  **** 
  British Airways Customer Relations
  Your case reference is: *******
   
  As of today, I have yet to receive the refund. So I do not feel that British Airways has resolved this issue. 
  I appreciate your help. In all my attempts I have not even gotten this far in trying to resolve my issue. 
   
  Thanks again,
  ***** ******* 

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

• Initial Complaint

  Date:11/06/2024

  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.

  Hello, I'm reaching to report lost and damaged items on a British Airways flight from ****** to ****, details below:Trip ************ Flight $1,695.72 Sun, May 05, 2024 - Wed, May 15, 2024 3 travelers Airline confirmation: ****** ****** (***)**** (FCO)Depart : Sun, May 05, 2024 06:35 pm DEN 03:55 pm FCO Next day arrival 13h 20m |1 Stop (LHR 1h 45m)British Airways BA 218 Airbus A350-1000 BA 560 Airbus A319 Return : Wed, May 15, 2024 airline logo British Airways 08:25 am FCO arrow right icon 04:30 pm DEN 16h 5m |1 Stop (LHR 3h 30m)British Airways BA 551 Airbus A319 BA 219 Airbus A350-1000 Main Cabin Fare:Basic Economy Economy class (S)Cancellation fees may apply Included in fare : Carry-on bag Available for fee : Checked bags, Seats, Exchange Not offered: Refund Traveler 1:****** **** Traveler 2:****** ******** **** Traveler 3:******** **** Important flight information Payment summary DEN right and left arrow iconFCO ****** points + $1,053.60 Trip total ****** points + $1,053.60 Points redeemed ****** points Billed to card $1,053.60 **** ending in **** For booking ****** two strollers were lost and we had to rent strollers at our destination totaling $85. A pack and play/cot was also lost and a checked bag was damaged - the handle ripped off. The receipt for the replacement of these items totals $648.76.I've sent all necessary documentaion and attachments both via email and through British airways online portal to no resolve. Thanks,****** ****

  Customer Answer

  Date: 12/01/2024

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

• Initial Complaint

  Date:11/04/2024

  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.

  I wrote a complaint to British Ariways about 5 weeks ago, which highlighted concerns I had over selecting a suitable seat for myself. Having flown the first leg of my trip, I have added to the complaint to re-state the seating accommodation for the second flight, given I was hospitalized due to the first flight.I am yet to receive any reply. Please expedite the reply to my complaint, as I wish to rebook my second flight under appropriate accomodations.

  Customer Answer

  Date: 11/29/2024

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