British Airways Reviews 

83% of BA's reviews on Trustpilot are just one star. That takes some doing.

My gripe is this. I flew on a partner airline - Qantas - and put in a claim for avios earned for the flight. BA told me they'd get back to me in 4 weeks. This was 3 months ago. I've tried to repeat the claim - I can't - one of the airport codes comes back as ineligible. The same code is in the email I got from BA saying they were processing my claim - so BA's system is wrong.

Terrible customer service. Constantly devising more ways to trim their already poor "loyalty" offering. Constantly devaluing the points and upping the cost of flights. Awful phone response times. Website that doesn't function properly when adjusting flights, which might explain the awful phone response times.
Tiny seats. Uncomfortable flights.

I would like to give zero stars.
Awful customer service, cut off twice!
I paid for seat selection, they changed the plane and gave me a totally unacceptable seat! Refusing to change or refund me! Did not notify me of the plane change so I could choose a suitable seat!

They were honest , helpful and no questions left unanswered. Thank you for reassuring me on what I needed to know . Once again great service

Absolutely disgusted with how BA has treated my parents ... they are 77 & 76 ... due to fly back from Gibraltar on Wednesday ... flight was cancelled due to weather and long story short ... they arrived home yesterday ... after being coached to Malaga ... left there and eventually flying from Malaga to Madrid then Madrid to Heathrow ... BA should be ashamed you offered no help ... my father is an assisted customer who needs help and you abandoned them ... disgusting customer service ... shocking ... I would like someone to contact me to discuss the fact that he became ill during this time left with no hotel no support ... they have had to fund all everything themselves including taxis and hotels and have spent over 14 hours waiting in airports ... you should be ashamed of yourselves ... 1 star because u have too ... there should be an option to not have to select a star

Service ❤
Timing ❤
Security ❤
Luggage size ❤
Thank you, BA, you are fantastic.

The British Airways staff at Berlin desk was incredibly rude, forcing me to check in my hand luggage under the terms "You are in Germany this is not London" as the reasons to have to check it in. I understand if the reason was "the plane is very busy", but just to say that, I find it out of order. I was travelling for business and I carry expensive laptops and cameras that can't go on the hold for security and as well because they will get damage, that is the reason why I pack them in a carry on business bag. Unacceptable behaviour

Our overall experience using BA for the first time was pretty poor, customer facing ground staff were disinterested verging on rude, very slow to check in, flight attendants not much better, were in such a rush serving drinks that when I asked what the options were they had already moved on. The food was awful. The cabin was ok, although so many people now take suitcases on we were asked to put our rucksacks by our feet - not very comfortable and not very fair. Unfortunately we definitely would not fly with BA again.

I am extremely disappointed and dissatisfied with the way British Airways has handled my seat booking.

I repeatedly tried to book my seats online, but the British Airways system kept experiencing errors, making it impossible for me to complete the booking. This was completely outside of my control.

I then contacted Customer Service for help, only to be kept on hold for an hour and a half. And they cut you off! By the time the issue was finally dealt with, the seats I would have wanted were no longer available.

I have now been allocated seats right at the back of the aircraft and behind the wing. These are clearly seats that nobody would choose if they had a reasonable opportunity to select their own seats.

What makes this particularly frustrating is that I did try to book my seats, but I was prevented from doing so because of British Airways’ own system errors. I don’t feel it is fair that I should be left with undesirable seats as a consequence of a problem that was not of my making.

For an airline of British Airways’ reputation, I expected a much better level of service and a more helpful solution from Customer Service.

This experience has left me feeling extremely frustrated and disappointed before I have even started my journey. British Airways should take responsibility when its booking system fails and customers are subsequently disadvantaged because of it.

Extremely disappointing experience travelling with young children

I am extremely disappointed with the way British Airways treated me and my young children after our flight was cancelled.

We arrived at the airport expecting to travel home, only to discover that our flight had been cancelled. What was most shocking was the complete lack of assistance provided by British Airways. There was no clear information, no proper guidance, and no suitable alternative arrangement offered.

I spent approximately two hours waiting on the phone just to speak to a British Airways agent. When I finally got through, no practical solution was offered. I was even asked how I had originally travelled to Montpellier and was told that I could consider taking the same route back.

I was travelling alone with my young children, who needed to get home because they were due to return to school. I found it extremely concerning that British Airways appeared to expect me to organise a complicated journey home myself, without providing meaningful assistance or support.

The staff from Air France at the airport were actually the ones who kindly tried to help and provide advice, even though my situation was not their responsibility. I was grateful for their kindness, but it was incredibly disappointing that another airline showed more care and willingness to help than British Airways.

With no suitable alternative provided, I eventually had no choice but to organise the journey home myself. What should have been a straightforward journey became an exhausting journey of approximately 28 hours involving buses and trains, while receiving little to no meaningful assistance or communication from British Airways.

The cancellation itself was frustrating, but what made this experience particularly distressing was how British Airways handled the situation afterwards.

When travelling with young children, you expect an airline to provide basic care, clear communication and reasonable assistance when something goes wrong. Instead, we were left feeling completely abandoned.

This experience caused my children and me significant stress, exhaustion and inconvenience. I have already submitted a formal claim to British Airways, but I also feel it is important to share my experience publicly so other passengers understand what happened.

I expected much better from British Airways.

Second time in as many months I’ve had a flight cancelled at last minute. While I accept things happen it (in my experience) happens to frequently. How can you make complex and expensive travel plans when you don’t know if you are going to be able to travel. It wouldn’t be so bad but BAs approach to solving problems and reimbursement is vague and unhelpful. I don’t mind paying more for extra security and professionalism but it’s just not worth it anymore .

From the start to the end it is horrible air company to deal with. I paid for the extended leg room seats and during check in they assigned me to regular seats...? My luggage is missing , they sent me email I can buy essential items but submit it HUGE problem. Please I encourage everyone if it is possible avoid to fly with BA

If I could give no stars I would. Badly let down by BA. Still waiting for my luggage after yet another Terminal 5 failure. I know they blame LHR, but this is not good enough. The follow up system is appalling. My first time flying with them log haul in a decade. Last time was another baggage handling failure in terminal 5. I foolishly put my trust in them. Never again.

Excellent customer service and able to solve my issue quickly.

I know lots of people complain about BA but in my experience this is unfounded and I have always had exeptional responses from BA and in comparision to other airlines - this is second to none - I will always travel with BA if I can - I know it is not perfect but I think everyone who works for them really tries their best - a special shout oout Adit MG who quickly resolved a issue for me today

BA 78197403

Horrible experience, luggage literally was left in rain as when i opened it i had water inside eat made alot of stuff wet, including electronics and when i tried to make a report for damage the website keep sending you in a consistent loop, so you can never really get to actual report form. This is worthy of a law suit , i contact an agent and they said they can’t do anything about the broken site and gave me roundabouts way that i can file complaint form, and i have to do all this within 7 days after which i am no longer eligible for claim, running full on illegal scam site.

On returning to Manchester Airport my BA made a conscious decision not to include my bag on the flight to Manchester . Th the staff on the ground.
Have confirmed that it is a regular occurrence for the late flight to Manchester at 9 o'clock for baggage. To be deliberately missed up from the flight. In order to meet the departure deadline . Do not do not check in a bag on the light flight.Because there is a high probability that it will not arrive

I flew British Airways Business Class (Club World) on BA 197 from London LHR to Houston IAH on September 2, 2026. What should have been a safe journey ended in unacceptable public harassment and distress for my family.
During final descent (~20 minutes before landing), my 2-year-old toddler unbuckled his seatbelt and stood up in his suite. Due to the high partition wall in Club World, I could not reach across from my seat to buckle him back in. I pressed the call button for help, but no flight attendant responded. Faced with an unbuckled toddler during descent and zero crew assistance, I secured my child on my lap to protect him from sudden turbulence.
Rather than helping, Cabin Supervisor "Maria" approached my seat and began shouting and berating me publicly in front of the entire cabin. When I calmly asked her to lower her voice, she escalated her hostility, claiming my request was "disrespectful" and that it "really bothered her." She then grabbed my toddler with physical hostility to re-seat him, leaving a 2-year-old terrified.
After touchdown, she approached me a second time to continue shouting. When I asked to escalate the matter to a senior manager on board, she refused.
This level of verbal aggression, failure of basic duty of care, and hostileness toward a toddler in a premium cabin is alarming. A formal complaint has been filed with the U.S. Department of Transportation. Avoid Club World if traveling with young children.

Two flights, two weeks in a row from NCL to LHR and the baggage has taken over an hour to be offloaded - need to do better BA

We waited there for over an hour and were told that we needed to go upstairs to the other baggage claim and speak to a British Airways representative. We went through the security check-in and whatnot and went up to speak to a British Airways representative, who told me to go over to the oversized area, which I did. He informed me that I needed to go back to speak to the British Airways rep. I came back and he had me scan a QR code to submit a claim or a report for the lost car seat. Obviously we needed the car seat to get to our final destination legally, as we can't travel without one, so I filled out the claim with the British Airways rep.
He then told me that he had to stay with a bag that was there and all of his colleagues were on the other side of the airport. If we wanted a loaner car seat we would have to wait a while before someone could get to us. That was fine. We waited and the person whose bag he was standing with came and got their bag. He kind of just stood around so I said, "Hey now that you're done with the bag, could you please go and get us a loaner car seat so we can go home?"
About 10-15 minutes later he came back with three options:
- A booster seat, completely not suitable for a 19-month-old baby
- Two were broken. One of the clips was broken on one where it fastened into the base.
- Only a front-facing one for a 40-pound-plus baby. My baby's 30 lbs. so it needs to be rear-facing.
He was kind of frustrated that those weren't working for us so he went to get one more that they had. That one was a baby carrier that clipped into a base, which can be used for my son's age. We put that in the car and we noticed that the clip that secures into the base had been snapped. If you pull on it, it comes out of the base, so again another broken piece of equipment.
I went back to explain. He was very frustrated. He said, "I gave you four options. What more do you want from me?" I asked if he could call the manager. The manager didn't bother coming to speak to me face-to-face. The manager spoke to me on the phone and said, "We've provided you with options. I suggest you call an Uber and file a new claim on BA.com." Didn't give me directions on where I would file the claim or anything like that.
I asked, "Obviously the airport has rental car companies that have car seats," and she just hung up on me and said, "Call an Uber." The biggest frustration for this is that British Airways does not know how far away from the airport I live, how we were getting home, or give any kind of due care and attention to our situation. We had just traveled across the world, arriving in the dark, and now I can't drive legally with my baby. I explained this to the BA rep that was there and he said, "I gave you my manager. What more do you want from me?" He walked off.
We then were stranded at Cincinnati Airport and had to find a way legally to get to our final destination. We managed to figure it out ourselves but it is absolutely disappointing that British Airways would not take care of or take responsibility for this situation to ensure that its customers made it safely to their final destination. Even though the flight and the experience on the flight were the best we've ever had and everyone was so nice, the treatment in the airport once they realized that the bag wasn't there was just nothing short of irresponsible.
We've had to purchase a new car seat because it's been 2 days and we still have no update on where anything is. We have not been notified if it's been found. We've not been notified if it's on a flight coming to the airport or it's going to be delivered. Nothing. We have had to buy a car seat and other items to get by for the mistake made by British Airways.
My biggest concern is that British Airways doesn't know whether I live several hours' drive from the airport. That means they had to purchase an Uber to come and pick us up to bring us home and front that money and hope that British Airways would return or reimburse me. Obviously I believe that British Airways should reimburse me but in that situation I could only imagine that if it was a single parent traveling alone with very low means, they wouldn't be able to order an Uber to get to their hometown (maybe 2 or 3 hours away). That's why I would never recommend someone fly with British Airways.

Budget airline standards it passes.