British Airways Reviews 

We flew Economy Plus from Portland, OR to Lisbon and returned to Portland from Barcelona, each time connecting in London. They never sent an email alerting me to check in, their in flight service going was indifferent, but better returning, their customer service numbers don't work, the lines at the Barcelona airport were very long (1.5 hours before we got to check in) even though an agent was free to man another check in window but did not, they lost my luggage on the return and their online form to report delayed luggage would not work. In short, fly another airline if you can.

A rare experience of fantastic customer service and from BA nonetheless. I rarely leave reviews nowadays given the onslaught of AI acting as "agents" and being utterly useless. Used the Whatsapp contact, had Oliver help me with a query - swift and resolved everything quickly. 10/10, the only way I will be contacting BA in future.

I'm so confused as to how the experience and service is so shit compared to Singapore or Arab Airlines for the same price?

My partner and I booked and paid for extra legroom seats for our 15-hour flight to Tokyo. We were particularly looking forward to having the extra space, as I had recently undergone surgery and my partner suffers from a long-term back condition, so this was especially important for us.

However, when we boarded the aircraft, we discovered that our seats had been changed without any prior notification whatsoever. No email, no text, nothing.

Instead of the extra legroom emergency exit seats we had specifically paid for, we had been moved to the middle of the aircraft and allocated middle seats. Quite a downgrade for a 15-hour flight!

Our cabin manager submitted a complaint on our behalf during the flight, and we also raised a complaint when we arrived in Tokyo. Now, over two and a half weeks later, we have still not even received a response from BA.

We appreciate that operational changes can happen, but the complete lack of communication and customer care is incredibly disappointing.

At the very least, we expect a full refund for the extra legroom seats we paid for but never received. The fact that we are having to chase this ourselves, with no acknowledgement from BA, makes the whole experience even more frustrating.

Really disappointing service from British Airways. We expected much better.

My experience with British Airways – extremely disappointing and distressing

My recent experience travelling with British Airways from Manchester to Las Vegas and back was, quite honestly, extremely upsetting and distressing.

I had specifically paid to reserve seats so that I could sit with my daughter during our journey. Despite paying for this, we were separated on the return flight. I found this incredibly upsetting, particularly as travelling together was important to us. I simply cannot understand why passengers are asked to pay for seat reservations if BA cannot ensure that those reservations are honoured.

The overall experience was further compounded by issues with facial recognition, seating arrangements and the quality of the food.

Following my complaint, BA offered me a £40 voucher. I was genuinely disgusted by this response. I felt it was completely disproportionate to the experience we had endured and did little to acknowledge the distress and inconvenience caused.

To make matters worse, when travelling home from Las Vegas, I discovered that my flight to Manchester had been removed from my booking. This caused further considerable distress and anxiety. My partner was waiting for me at the other side of the gate, and we had arranged onward transport from Manchester to North Wales. Had I missed that connection, I would have been left having to rearrange transport or potentially find somewhere to stay in Manchester.

What should have been the end of a holiday became an incredibly stressful and upsetting experience.

I appreciate that things can occasionally go wrong when travelling, but it is how an airline handles these situations and treats its passengers that really matters. In my opinion, British Airways fell significantly short of the standard of customer care I would expect from an airline of its reputation.

I have been offered a further voucher of £50 pounds but feel this does not reflect the overall experience. I'm still waiting for the reimbursement of my seats!

I would seriously question whether I would choose British Airways again.

Their AI Customer service refers you back to app and web.

All formats are AI systems designed to save them money at the expense of service.

Will never fly BA again

I was treated like a DOG! Literally.
One rude BA flight attendant ruined my first experience with the airline. I booked a round trip from PDX to LHR. The crew was pleasant on flight #266 on October 21, but on my return flight, #267 on October 30, I repeatedly called for an attendant for water to take my cold medicine. Still, no one responded, so I got up to ask in person. A male attendant eventually gave me water, but he spilled some on the floor. When I asked him to refill the glass, he made a shushing gesture with his hand and made the sound someone uses to shoo a dog away. Then he refused, saying I would spill it on the way back to my seat. There is more after this initial encounter, but you have a sense of this man's rudeness.
I must say that the other crew members were polite; the male attendants on flight #266 were extremely kind.
I recommend that BA train its personnel to treat clients without bias and with the decency everyone deserves.
PSA: Don’t judge a book by the seat it's booked in.
Your customer service falls underground.

Three hour delay with almost nothing communicated at the gate. One announcement then silence. Crew on board were fine and professional once we were moving but the whole ground experience was disorganised.

I bought a BA ticket to Cairo in advance. I could have paid with a cheaper carrier but I wanted to avoid night flights and inconvenient times so I specifically paid more for daytime planes. BA changed my flights twice, one to the middle of the night – 13 hours difference. What is worse, when I called them, at no time did BA take responsibility, offer any discount or upgrade, in fact, they seemed surprised that I was aggrieved by their changes.

ZERO STARS….
Extremely disappointing experience with British Airways. The customer service we received at the airport was appalling. My dad was travelling business class, and the least we expected was basic courtesy, kindness and professionalism. Instead, the staff were rude, dismissive and completely unhelpful. Even a simple request to take photographs of our luggage before check-in was met with an unnecessarily rude response. There is absolutely nothing wrong with staff enforcing rules, but there is a professional and respectful way to communicate with passengers. Paying for business class does not mean expecting special treatment, but it certainly should not mean being treated with disrespect. British Airways seriously needs to improve its customer service. Very disappointing experience.
WE WILL NEVER FLY WITH BA AGAIN!!

Okay their service for seats were terrible imperial economy they were little really been not good enough their food service was terrible they never put down the tablecloth like they were expected to do they gave me a substandard meal where I had to take off the entire cellophane top myself

Absolutely shocking customer service. After spending almost £4,000 on a return flight for my partner and I to fly to Tokyo, my emails have been ignored, my online complaint has been left, my refund for payment of extra legroom which we did not get, has not been refunded and the points for some of the flights have been rejected!

Had I not got help from the multiple customer service people from British Airlines today I would’ve been very disappointed getting to the airport for my trip. A ticket I thought had been booked my the carrier airline, wasn’t. Luckily they continued to support and assist whilst I tried to manage the booking with the other airline. Very helpful even when I was clearly frustrated with the situation

The customer service was really helpful. I needed a medical accommodation, and they got back to me quickly and took care of everything for my flight. I’m very happy with how it went.

I am writing this review to express my absolute disgust at how British Airways has degraded over the last five years. It has literally gone down the drain.
On a recent flight from Venice to London Heathrow, I was forced by the ground staff to check in my carry-on trolley. As standard safety regulations forbid checking in laptops, I was forced to transfer my work laptop into my husband’s personal bag, which already contained his own work laptop.
Not only did this expose expensive business devices to potential damage from being crammed together, but it also created an absurd safety and physical hazard. According to British Airways' policy, are passengers seriously expected to carry and lift that kind of accumulated weight on their own?
The staff showed zero common sense and zero empathy. Forcing passengers to compromise the safety of their work tools just to clear cabin space is unacceptable for a legacy airline. I will avoid flying with them in the future. Unbelievably poor service.

BA 2062 3-11-26 return from honeymoon business class . Stephen, Kirsten and Raquel provided brilliant service throughout questions answered everything 10/10 thank u will fly again without hesitation

I cannot thank British Airways enough for the way they handled my situation and, in particular, for going above and beyond to turn what started as a disappointing experience into something truly special.

I originally booked First Class from Manchester to San Diego for what was meant to be a once-in-a-lifetime trip, particularly special to me following some very difficult personal news about my health.

Unfortunately, on arriving in San Diego, my suitcase had not arrived. Naturally, I was extremely disappointed and frustrated, and initially my experience left me feeling very unhappy.

However, what really matters is how a company responds when things go wrong, and British Airways absolutely exceeded my expectations.

Although the missing luggage issue was down to Heathrow Airport rather than British Airways directly, the team showed genuine kindness and understanding. Following my complaint, British Airways went above and beyond by upgrading my seats, making the flight and my holiday even more special than I could ever have imagined.

I would particularly like to mention Claire at British Airways Head Office. Claire has been absolutely fantastic throughout. Her kindness, understanding, professionalism and willingness to help have been exceptional. She has gone above and beyond, and I genuinely cannot thank her enough.

It's very easy to complain when things go wrong, but I think it's equally important to recognise and praise a company when they get things right.

British Airways, you have completely turned my initial disappointment around. What could have remained a negative experience has become a very positive and memorable one.

Thank you to everyone involved, and especially to Claire. You have restored my faith in the service British Airways can provide, and I honestly couldn't be happier with how everything was handled.

A huge thank you from a very grateful passenger.

Used to be 'World's Favourite Airline' - those days a long gone. They need to spend more money on tech - 2 examples: 1. Their app was glitchy when they rolled a new version out earlier this year and 2. I just tried to use some of my avios - their booking process crashed 5 times on sunday before I gave up. And finally - what happened to treating their customers with compassion? My father died and they won't transfer his avios to another family member. Their profitability is great - start spending some money on improving your customers' experience.

I’m updating my earlier review. After I posted it, Demi from BA Customer Relations called me. She was very helpful, took the time to understand how the cancellation had affected our trip, and made us feel listened to.

BA cancelled our flight to Algiers, and we couldn’t be rebooked to arrive on our original date. We asked to be moved onto Vueling or Air Algeria flights that would have got us there on time, but BA said it couldn’t book them. That meant flying two days early and paying for extra hotel nights and parking.

Demi explained that BA couldn’t reimburse those costs, because the flight was cancelled more than 14 days before departure. However, she credited 10,000 Avios each to me and my partner, refunded our pre-booked seats on both flights, and followed up with a proper written apology. It was a thoughtful gesture, and we really appreciated it.

It’s a little sad that it took a public review to get there. My earlier emails only got short refusals, and BA only became open to other solutions after I posted. I hope BA can offer this kind of response from the first contact.

My one suggestion for BA would be more flexibility to rebook passengers on other airlines when its own schedule can’t get them there on the day they booked. Overall, though, Demi’s help has restored my confidence. We’re now looking forward to our trip and to flying with BA next week.