Britishairways Reviews

Beat about the bush for late flights

LHR is a total mess I bought my tickets via BA who put me on an AA flight to Miami which got in late and so I missed my connecting flight I paid BA Now they are telling me to connect AA but they don t give you a number or any detail how or who to contact I bought it through them so shouldn t they sort it out and pay damages Their customer service has really gone downhill

From Bad to Worse

From Bad to Worse British Airways twice changed my flights to Penang which were booked via Kuala Lumper and I finally got dumped with Qatar Airways flights via Doha Unfortunately with the changes and nuisance cased the way Malaysian authorities calculate the length of stay my visa meant the new flights would push my visa allowed stay over the 90 day limit by one day I contacted BA to resolve the issue and requested I change my outgoing flight by one day only to be told this would cost me well in excess of gbp1000 almost doubling the original fare This after waiting more than 20 minutes to get through on the phone and the agent taking considerable time to deal with the issue or should I say Not deal I did ask if she thought it fair that they could change my flight details severely without any redress on my part when if the consequence was I ended up with a problem they could use the opportunity to fleece me out of a massive sum of money just because they could They were unable to give me an answer as to why they considered this was acceptable practice As a matter of principle I declined to change my flights and will break my stay in Penang with a nice short break in Bali to get around the 90 day stay requirement at a cost less than the extra cost I would have paid with the small sense of satisfaction that I had at least wasted their time but had not allowed them to get their hands on any more of my money and it gives me the opportunity of posting details of the appalling service I have received in the knowledge that like me some might take the correct decision as will I to ensure BA are never given the opportunity of being asked to provide their poor service I must say the 1 ratings they are awarded are well deserved and would add that like many poorly performing organizations it is of no surprise they never respond to the terrible apt reviews they are given As the flag bearing British Airline I think it is safe to say they certainly let the country down in a massive way

heathrow no service desk No person to help cancelled flight

I got to heathrow Flight cancelled ok But they dont have a help desk at heathrow international departures No one is willing to provide you help They give you a 0800 nr to call who knows what that costs They tell you to go to the website The support is friendly but they cant find you booked on the flight when you called them Then suddenly 10 minutes later you are auto booked next day without BA actually caring if you miss your next flight Which is my case They just automate lip service No good I flown many airlines But BA not having a service desk at heathrow is unbelievable Wont fly BA again

Customer Services don t understand that not every issue is black and white They refuse to let you explain

I hope that I never ever have to call this number 03444930787 ever again if it s picked up by the same call centre in India Not all issues are black and white and they don t need to treat concerned family members trying to resolve problems for elderly parents as criminals trying to access someone else s account British Airways need to understand that sometimes family members book tickets for elderly parents who if flights have to be rescheduled have no idea how to get through the automated system or even know the answers to all of the security questions Flights that were booked online can t be changed online but have to be changed by phone Even though I am the emergency contact I understand that if I am not authorised to make any changes then the customer services agents can t tell me anything but the first agent I spoke to assured me that he would note down my name so that if my dad managed to contact them then they would understand why he called We re currently in different time zones and we never even thought about giving authorisation to family members as we ve always been able to make changes online We didn t even know such a thing existed I called back thinking that I should have been authorised to speak by then but I hadn t However the customer services agent spoke to me in such a dismissive and cold way that I thought that maybe my previous call hadn t been noted down as promised so I tried to ask him about it but he refused to let me explain or even speak He spoke over my voice so I spoke over his to simply ask him if the previous agent had written the extra notes like he said he would While I was speaking he said something that I couldn t make out and then the call went silent for a while I asked if he was still there as it felt like he had put the phone down on me and he said that he was so I continued to explain about my conversation with the first agent Instead this time twice I think I heard a long and loud beep while I was speaking almost like someone had pressed a button continuously I first thought that maybe he was calling his manager but now I think that he was just trying to drown out my explanation I couldn t let it go though because I still needed to make sure that my elderly parents could reschedule their flight and the original flight was only about 2 days away When I finally managed to tell him that the first agent said he would write down that I had called he first said that it s normal for the call to be recorded anyway I replied that this was not the standard recording but additional notes the agent said that he would make about my call and my dad authorising me to make changes He then said that he wasn t allowed to talk to me about these additional notes so I replied that how come his colleague was allowed to talk to me about them He then said that he didn t deny that the notes had been made either and then accused me of shouting at him I told him that I wasn t trying to shout at him he was also raising his voice to speak over mine but he didn t consider that as shouting I told him again that I understood that I m not authorised to make any changes in this account I just wanted reassurance that my name was in the system as promised He then started saying something which showed me that he had completely dismissed my explanation so I finally put the phone down Thankfully my dad found someone else to help him and after discussing with him one more security question issue he managed to get the flight changed without me I m so relieved that he did because I couldn t face calling British Airways customer services again and being made to feel like some sort of criminal trying to access someone else s account rather than a concerned family member trying their best to resolve the issue for their elderly parents Mrs H

when you think they cannot go any lower

Again constant disappointment from BA and when you think they cannot go any lower they did They have cancelled my flight and asked me to phone a number for the new booking options this is by law so there weren t doing me any favor Phoned the suggested number no person to talk to just the usual robot that cannot understand and discriminate foreign accents and that is there just to waste your time After managing to clearly say I need to speak to an operator the automatic answer simply was we are sorry but we are busy call back later and the system closed the conversation Useless to say I have phoned three times and I always got the same automatic answer Thanks BA this is like to tell your customers needing help to politely sod off congratulations you really reflect British values CEO and leadership should be fired

Absolutely disgusting

Absolutely disgusting airline with zero customer service which has gotten a lot worse since the latest CEO joined Absolute disgrace

Website is quite terrible

Website is quite terrible When you make a booking I did not receive my reference number confirmation Online I cannot find my booking I try to contact them through the chat and it is giving problems saying trying again One of the most awful airlines website for managing booking I wouldn t recommend it at all

support evasive

Awful experience with BA support Several hours wasted on the phone emailing and even contacted them by post Unable to get a claim for a delayed flight paid - this should be illegal blatant avoidance

Useless British Airways

Useless useless useless customer service I traveled to Barcelona from London Heathrow for a short 6 day break back in August 2024 My bags were delayed by 4 days due to complete incompetence of their baggage staff I had no option but to buy a whole load of essentials toiletries clothes shoes etc Not only did I spend 2 days chasing my bags but I got conflicting information on how much I could spend on essentials My bags finally arrived 4 days into my 6 day holiday I even had to find the number of the courier they used to direct them to where I was staying - BA only gave them a flat number in a whole city and that is after locating my bags the following day then flying them to Madrid then to Valencia and then to drive almost half way back to Barcelona to where I was staying I submitted a claim on my return for the cost of essentials and heard nothing I have been chasing them every few weeks right to this very day 12th December with still no new information other than my case is in a queue Shockingly bad customer service I spent 650 euros on essentials on my credit card in August accruing interest at 29 9 APR have spent well over 20 hours of my valuable time on the phone to them getting pinged from one person to another but have only received apology after apology so sorry to hear of this sir etc but zero action They seem to think that an apology is sufficient - its worthless especially when they do NOTHING about it Today the customer services agent in India told me that my case would be prioritized and that I would hear back from them in 2 - 3 weeks which is exactly how long they say a new claim will take so no priority at all Try and find a number to call the head office in Harmandsworth in London and you will NEVER find any way to talk to the idiots that run this shit show I am half tempted to drive all the way to their offices and confront them with their incompetence Not only have they not replied to me about my case or refunded the amount claimed but effectively with all the other claimants I have been cash flowing their organisation I have claimed my wasted time too and interest on all the above - let s see what happens Past experience tells me that nothing will I will never travel with such a shit show of an airline again and URGE ANYONE reading this that needs to travel and wants to have a reliable service that they should choose any other airline than British Airways Trust Pilot - please introduce a Zero star rating It is more fitting for my experience 1 star out of 5 implies a 20 satisfaction I have had 0 satisfaction