Britishairways Avis 

Flew from Athens to a Glasgow via Heathrow. The plane was dated and looked like it needed a deep clean. Then the inflight service started, we were given as 250ml bottle of water and a tiny pack of corn! If we wanted more water we could buy it at £2.50, that’s £10/litre! Compare this to Turkish Airlines to Istanbul on our outward journey with full meal, wine and in-flight entertainment.
The next leg to Glasgow was worse. The plane was damaged(not their fault) so we were told to disembark and wait at the gate when the captain would keep us informed. At the gate we were then told by staff to go to a gate at the other end of the building(I hd to find someone to operate a lift for my partner’s wheelchair). When we got there we were left for nearly 2 hours without so much as a drink of water offered(Business class had been given water before disembarking) and no information till numerous passengers complained when we were told, ‘we don’t know when your new plane will be ready’. An elderly clergyman, possibly in his 90s, was left to walk the length of the terminal. The assistance staff were so embarrassed and apologetic to him but the poor man was absolutely exhausted- so much so a passenger went back to the terminal and bought him something to eat and drink!
When we finally boarded and took off we were told that the catering hadn’t been transferred so there would be a reduced service- a small pack of pretzels and a cup of water- no offer off refills and no opportunity to buy more.
To top it off after standing for nearly an hour waiting, our bags didn’t show up at Glasgow. They were delivered by Menzies but all we got from BA was a generic email saying sorry for the flight delay!

BA still market themselves like the flag carrier for the UK but that is an embarrassment to the flag!

My wife was travelling from Delhi to London they stopped her for no reason lady wasn’t even listening to us worst service ever won’t recommend to anyone then we travelled on air India without any issue

How are the mighty fallen! Original issue (which seems common): I reschedule my outbound flight (an Iberia code share); I get marked as a no show for original flight; BA cancel my return trip without telling me. Took over an hours to convince them they had actually flow me (had to send photo of boarding pass!) and get return reinstated.
How they "resolved" my subsequent detailed online complaint: "Thank you for taking the time to contact us. We understand why you needed to get in touch. We’d like to thank you for your patience while we got back to you. Below we’ve listed out some of our most common topics for queries to help you get to the right place. Alternatively, you can find more help on our Help Centre page." Warm glow...

Got email saying flight to Doha cancelled - tried 3 times change flights via manage my booking online - each time it failed

so tried chat box - was 58 in line ! Hang in there message is actually insulting!

Tried the phone number given on the website - too busy to be even put into que to speak to a human to change my flight

It takes a great deal of incompetence to deliver such a world class experience - so outstanding work BA

I have been trying to claim a refund from British Airways since January 2024 for the last 9 months due to their mistake of non communication on their part for flights they had rescheduled for my husband and son who were considered a "no show" on that rescheduled flight, but no one from British Airways contacted either my husband or myself to inform us of the new flight, and in the meantime my husband had booked and paid for a new flight with another company as he wasn't getting anywhere at the British Airways desk at airport. It is the cost of this new booking we are trying to claim back from British Airways. After months of being fobbed off with with messages declining my request without a proper explanation (some responses feeling a bit autogenerated), I phoned them to escalate and eventually was told that they would be looking into a refund, but still no confirmation that this will be paid and again, I had to chase them. I got an apology for the delayed response but again they are delaying with no update from them whatsoever. I feel fobbed off from them yet again. This has to be one of the worst customer service experiences I have ever had from any company. The whole issue with them was about non communication in the first place, and they are simply redemonstrating this poor characteristic even now, with the odd response when I've had to chase them. Still no refund. Also, there's no mechanism in place to get a copy of my online communications with them unless I screenshot before i send. I have tried waiting patiently for a resolution to this problem before resorting to this review. Not sure I would choose to fly with them again.

Their contact centre has to be the worst in the UK by a country mile. I was directly accused of fraud by a member of their staff for trying to get help to book an Avios flight. You could not make it up.

They are great once you are in the air but aside from that they are quite frankly disgusting.

BA lost my baggage on a flight from Dublin to Montreal despite a three hour transfer at Heathrow. I am now advised that I may not get my bag for 48 hours as they do not assign a courier until the bag gets to Montreal. I had a similar experience in Perth with Malaysian Air arriving late at night but the bag was delivered straight from the airport early next morning. Attending a conference in jeans etc., absolutely sick. Be very careful with BA and avoid if you can.

Delays for close to 3 hours have to attend night shift without enough rest because my rest period has been cut short by British Airways for close to 3 hours. They accept bookings without enough planes. Pilot said we were waiting for a plane from Manchester to swap it at London Heathrow. Worse airline to book with if you have plans. Very unreliable
My review or complain will go in the bin with the rest but this airline is the WORSE
I will have to rely on red bull through out my shift cus of u guys. Horrible airline

Poor customer service.
Rude and uncaring staff.
Denied access to toilet facilities on the flight.
Lost luggage (arrived the following day).
24/7 helpline not answered when I arrived in Bulgaria with no luggage. After waiting for ages, I used the call back option - that was in July and it is now Mid-september and still no call !)
No apology.
Written complaint ignored (sent recorded delivery, so I know it arrived).

It has been two days since my terrible experience with British Airways (BA) and I do not have any direction or feedback from BA or the third party vendor on how to get all or most of my money back. I did not get what I paid for. I had business class tickets from Barcelona to Phoenix (The long leg from London to Phoenix only) the flight was delayed out of Barcelona so badly that we missed our flight from London and had to be rebooked. We got rebooked in economy lost our lounge privileges in London and received no compensation. Economy tickets go for about $422 each if booked in advance enough which we did. We paid $4980.30 and got $844 worth of tickets. It is difficult for me to travel and very uncomfortable on long flights as I have had 2 open heart surgeries and have a bad back. I am willing to pay for the more comfortable seats, which I did but did not get Business or the second tier seat with a leg rest and rode in row 55 with my wife in a middle seat in the middle part of a 9 seat row. I had no input with the check in agent and was unilaterally dumped into economy class by BA. BA says I have to go through my third party provider, who I purchased the tickets through, and that it will take 4-6 weeks to get an answer. The third party provider did not have any input into the decision to move me into economy. BA created the problem and have dumped it on me to fix. This should not be how airlines are run and I will not fly BA again. PS, London Heathrow is a dump and should be avoided at all costs.

We booked as a couple to fly Philadelphia to LHR 6 months ago. We had assumed, as used to be the case, we would be sat together. We realised we could pay extra monies for allocated seats but we were not worried as long as we sat together. We tried to check in 24 hours ahead as they instruct but the APP and the website both kept coming up with error messages, using different machines. Got to the airport check in to discover we were at different ends pf fhe cabin and even different sides, now have to sort hand baggage out. Check in said talk to the gate and the gate just said, oh others were checking in 24 hours ahead, I pointed out politely I had tried for nearly two hours and nothing but the error and they could not have cared less. BA needs to be clear that booking on the same booking reference does not guarantee you will travel together. I have been a BA user for 30 years plus but have to look at alternatives now.

Me (79 years) and my wife (70 years) flew back from London to hyderabad this morning. Both on wheelchair and wife diabetic. This is our second time in 5 months and we were not served our pre-ordered asian vegetarian meal because of which we struggled as we were to take out medication after eating. It's always a big struggle for vegetarians like us.

We were delayed at Heathrow airport for 8 hours and the staff could not have cared less. Our original flight to Manchester at 14.45 was cancelled at the last minute and then the flight we were transferred to should have left at 20.10 but did not leave until 22.55. At one point I was crying at the BA desk from sheer exhaustion but the woman behind the desk just shouted at me to calm down and was totally unsympathetic despite the fact that I and my partner are in our 70s and had flown in from Perugia in the morning on yet another delayed flight

Sheer incompetence from British Airways. Staff at Heathrow terminal 5 are condescending and unprofessional, caused a missed connection that could have easily been avoided and acted like they were doing us a service

What’s the point of a helpline if you can’t get through when you need help….? Absolute shambles of a company. Cancelled flight at short notice due to weather. OK, being generous I’ll accept that sometimes happens. The problem is you can’t get through to speak to anyone about rearranging flights or for any other questions. Stuck in a foreign airport, no BA presence at the airport, so you have to phone. Tried many times. Got cut off, then stuck in a queue with no indication of how long the queue was. Come on BA this isn’t difficult stuff. Staff your call centres to a proper level. Tell me how long the queue is when I call and don’t cut me off without answering. You even have a message that says “I’m sorry we’re too busy to answer your call”. Amazing! Surely you have plans for when ‘adverse events happen’? Why do you get it so wrong…? Time to give up on BA.

A 90-Minute Flight Turns into a 19-Hour Ordeal

As a frequent traveler, I've experienced my fair share of flight delays and cancellations. However, nothing could have prepared me for the abysmal treatment I and fellow passengers received from British Airways during what should have been a simple 90-minute flight from Edinburgh to London.

Our journey quickly devolved into a 19-hour nightmare, showcasing British Airways' utter failure in crisis management and customer care. Here's a breakdown of the fiasco:
1. Communication Chaos:
BA bombarded us with conflicting emails about cancellations and rebookings. Their inability to provide clear, consistent information left passengers in a state of confusion and anxiety.
2. Abandoned at the Airport:
Despite repeated assurances of assistance, BA staff vanished by 2 a.m., leaving stranded passengers - including families with young children and elderly travelers - to fend for themselves. Their suggestion? Take a taxi from Edinburgh to Heathrow or find our own accommodations. So much for duty of care!
3. Broken Promises and No Support:
The promised help with accommodations never materialized. Instead, we were left with vague assurances of future reimbursement - cold comfort when you're exhausted and stranded in the middle of the night.
4. Delay After Delay:
Even after rebooking on an 8:10 a.m. flight, we faced further delays, not boarding until 9:30 a.m. It seems BA's incompetence knows no bounds.
5. Basic Needs Ignored:
Throughout this extended ordeal, not a single BA staff member offered food or drink vouchers. Apparently, passenger well-being isn't on their priority list.
6. Financial Losses Mount:
Adding insult to injury, many of us had pre-booked and paid for accommodations at our destination. These became costly "no-shows" due to BA's mismanagement, with no offer of compensation in sight.
7. Customer Service Black Hole:
Attempting to lodge a complaint through BA's website proved futile. After multiple unsuccessful attempts, I gave up - it's clear they've designed their system to discourage passenger feedback.

This experience has exposed deep-rooted issues within British Airways:
1. A systemic failure in crisis management protocols
2. Lack of proper staff training for handling disruptions
3. Apparent disregard for passenger welfare and comfort
4. Inadequate communication systems, both internally and with customers
5. A customer service infrastructure designed to deflect rather than address complaints

As consumers, we must hold airlines accountable for such egregious failures. British Airways' handling of this situation was not just disappointing - it was a dereliction of their duty as a service provider. Their actions (or lack thereof) left passengers feeling abandoned, disrespected, and exploited.

To those considering flying with British Airways, I urge you to think twice. Is an airline that treats its customers with such blatant disregard worthy of your hard-earned money? In an industry where customer service should be paramount, BA has shown it's woefully out of touch with passenger needs and expectations.

It's high time for British Airways to face the music. We demand:
1. A public apology and transparent explanation of their failures
2. Fair compensation for affected passengers
3. A comprehensive overhaul of their crisis management and customer service protocols
4. Regular public reporting on their progress in addressing these systemic issues

Until British Airways demonstrates a genuine commitment to change, they don't deserve our business. It's time for passengers to vote with their wallets and choose airlines that truly value customer satisfaction and well-being.

Remember, when you fly British Airways, you're not just risking delays - you're risking being abandoned when you need support the most. Is that a gamble you're willing to take on your next trip?

Tried getting boarding pass on APP and kept checking passenger details when trying yo download boarding pass. Tried contacting via phone and on the Executive Club number was left hanging on for over 1 hour then gave up. Tried another number and got very busy at present please call back later. Tried getting boarding pass online and was told not available yet..Appalling service. I haver been a BA passenger most of my life and the company is just going from bad to worse. If I could use a different airline I would.

Impossible app and website to use. Unfathomable performance in 2024. I am a gold member and this experience is much much worse than any low cost airline.

Awful app, awful website, awful live chat… awful airline.

The world’s favourite airline - apparently - May have been true when we were riding DC10s around the 80s and 90s… but sadly, a faded relic of what this company used to be and used to stand for.

I was offloaded from a flight and given a document with the compensation stated on it. I was (along with the other 12 people from the flight offloaded) reassurances that by emailing the address given the stated compensation would be awarded within a week to two weeks. At the same time as my flight from London City Airport, two other flights had 15 passengers for each flight offloaded. That's 43 passengers in a short space of time.
Eight weeks later I am still waiting. After emailing the CEO (Sean Doyle) of BA in early August, I was passed to the global customer relations department who gave me a claim number and then said I had to wait.

I have been able to track the claim but it is still in a queue .... after 8 weeks. This 8 weeks plus queue clearly tells the state of affairs in British Airways. I am now waiting for the compensation, after which I will never use British Airways again.

Appallingly bad flight management - to allow a plane to be over weight (stop selling tickets when you hit the predicted weight ... or stop upgrading to business class where double the baggage can be taken). Then to repeat this with other planes. Total disregard for customers who have planned their journeys on a timescale.