Britishairways Avis 

I am extremely disappointed with British Airways. Without any prior notification, 59,441 Avios points were suddenly deleted from my account. These points took a long time to accumulate, and the lack of communication is simply unacceptable. I have opened a case with them (Case Reference: 02844220), but despite my efforts to get in touch, I have received no contact or explanation from British Airways. This experience has severely damaged my trust in the company. I expected much better from such a renowned airline.

The Captain of the flight watched us getting offloaded from the flight with my 10-year-old daughter with joy. As a person 67 years old and traveled around the world probably more than 10 times with nearly all top-rated airlines with no problems at all with any of them whatsoever but our travel with my daughter with British Airways ended up in a nightmare departing from London Heathrow flight. We were abused by 2 passengers behind our seats by constantly kicking and shaking our seats nonstop for 15 minutes, instead of the cabin crew offering help to sort out the mess, instead as victims of this incident and my 10-year-old daughter were offloaded from the aircraft and the captain watched us at the door of the aircraft with happy face at the middle of the night at London Heathrow airport. This nightmare continued further not getting our luggage which was offloaded plus no hotel accommodation was available to us because of so many other flight cancellations of BA on the same night, we ended up spending 1700.00 pounds to reach our destination on the night of the next day with another airline. After our complaint, BA kindly compensated us £100 as a joke with a smiley face offering us to get £100 voucher off on our next booking ticket with BA which should never have happened until I sorted this no-mercy behavior of the Cabin and Cockpit crew damping 10-year-old child in the middle of the night knowing there would be no more flight to our destination. Customer understanding of BA is appalling and carries no mercy at all.

Awful company. Had an evoucher web site crashed, difficult to navigate. Phone support was arrogant when we asked to book last minute they said we need to increase our budget …why advertise last minute deals you can’t sell

Had a few problems on holiday made a complaint after 2 months and many generic emails we received an evoucher for £50 and links to customer services.

What customer service!

I’ll never use BA again shambles

01863114 Case ID

This is probably one of the worst websites I’ve ever used. It is constantly crashing, difficult to find what you’re looking for and I cant help but think its all a ploy to avoid people spending their Avios. BA have really failed to keep up with the times and I am becoming a frequent customer of another.

My 19 year old son has embarked on a 4 year football scholarship to the USA and flew with British airways on the 25th, for some reason his checked luggage which contained a Xbox series s, new football boots, a new pair of trainers and loads of new clothes and also he’s GCSE certificates, and BTEC National diploma certificates..

Except for the certificates which will cost between £50-75 each to replace and a pair of older football boots I have provided receipts for each item.

Spoke the lost baggage team on numerous occasions who were next to useless and told something different every day to the point I would put the phone down and ring back immediately and be told another different story.

Anyway the bag not being on his flight was no big deal…because each time I spoke to the team I was told don’t worry we know where it is and it’s scheduled for the next flight from Heathrow and Dallas.

With flights daily from Heathrow and Dallas this should haven’t been so difficult, except it took 8 days to get the case on another flight.. each time I spoke to the team I was told it was taken off the next flight.

The case was then tracked and arrived in Dallas on the 1st August and then subsequently arrived in Billings on the 3rd and from then on the case has now been deemed stolen.

I was then told by the team that I had to deal with American Airlines even thought all the flight were purchased via BA

Spoke to them, who were brilliant but in the end was told I need to speak to BA.

BA Global Customer Relations got in touch, I provided the receipts for the items total over £900 and then received and email from them telling me that £650 had been sent to my account..I replied immediately and said this was not acceptable. I have since emailed them 4 times to ask for an update and haven’t received one reply.

Also the flight from Heathrow was delayed which meant my son missed his connecting flight to Billings which meant an overnight stay in Dallas!

Not a great experience for a 19 year old, 1st time travelling without his parents !!!

I will be seeking full reimbursement under the Montreal convention and compensation from the delayed flight under EU/UK rules.

If I could give BA no stars I would.
Flight from Madrid to Heathrow delayed over an hour.
Then once landed over nearly an hour to disembark, they are an absolute joke.
DO NOT FLY WITH BA !!!!!!!!!

Use an alternative airline. BA cancelled both my flights to/from Boston and have refused to give me compensation saying that one of the legs was operated by another airline (AA). My contract was through BA but their customer service team don't move. Interestingly they cite that their plane was not safe but they seem happy to bung you on another airline. I was staying with a friend in Boston who travels regularly and they were appalled by the lack of customer service. They will not be booking their next 7 business class seats with BA. Don't use them - they are unreliable - and there is no guarantee that you will get to your destination on time or in the class you have booked.

BA1463 Edinburgh to Heathrow.

Id love to give the MOST amazing feedback from tonight. I was so ridiculously anxious, really upset about leaving plus flying! I met two of the most wonderful people EVER!!! Arata Okihara and Tommy Long. They made me feel incredibly welcome, safe and happy. What lovely people! I've come home, made tea and immediately sat down to write about them. THANK YOU from the bottom of my heart guys, I'll never forget the kindness you gave me tonight!!!!! Best flight EVER x

I booked extra legroom seats for both outward and return journeys. When we got on the plane we found we had been moved to possibly the worst seats. Complained 3 weeks ago and have heard nothing since. Disgusting customer service but I am not giving up until I have a refund and compensation for what turned out to be the worst flight I have experienced.

Once again BA has changed the seats my wife and I selected and paid for. They have moved us to cheaper seats and did not have the courtesy to let us know. Since I had paid for seating near the front of business class, is this a way of generating more income for BA ?
This is the fourth time they have done this on the one reservation

My daughter booked Boxing Day flights to visit family in New York for £740 with BA at the beginning of July.
By the end of July, she received an email with a change making her flight time 2 hours earlier which was going to be impossible.

All the information she had read suggested cancelling the flights on BA.com was straight forward.
The calculation process available said the cancellation fee would be £15.

All she has had as a refund from BA is £140 for taxes.
They have refused to refund her for a flight that she is unable to make thanks to their flight change.
She was told, if the change is 120 minutes or more, there would be no issue. The change is 115 minutes different.

British Airways have charged her £600 for no flights.

British Airways have charged her an additional £15 cancellation fee.

British Airways have now a flight to resell and make the £740 fare a second time.

British Airways Customer Service, though very polite, tell both of us in separate phone calls that is company policy.

She cannot afford to lose £600.
She feels extraordinarily cheated.

Please do not use British Airways.

BA has cancelled two flights recently with almost no notice and they have not refunded these flights.
6 July 2024 - received a 5:09am email that our 19:20 (same day) flight home cancelled. Had to book new tickets on another airline. Submitted a claim on 8 July and so far have not been refunded the fare for the cancelled BA flight nor compensation for the expense of buying new tickets nor the EU Regulation 461 compensation for flights cancelled on short notice.
3 August 2024 - notified 2 Aug at 20:33 that 06:45 flight on 3 August cancelled. BA offered to rebook us on a flight on 6 August which we could not accept. No refund received for cancelled flight yet. We have also submitted a claim for this for statutory compensation and expenses but not hopeful we will ever get refunded or compensated.
Spent over 5 hours on phone trying to get to customer service for help. The numbers BA provides in emails and texts when they cancelled the flights have, on both occasions, been offices that were closed at time messages were sent.

Flight from Heathrow to San Francisco cancelled the day before departure, with no notification. We only found out when trying to check in online. We had to re-book flights and go via Barcelona. When we arrived our luggage was missing. Two suitcases eventually turned up 4 days later after many expensive phone calls. The 3rd suitcase has never been seen since. They just don’t seem to care. No breakfast served on return flight due to a delay caused by a fault on the aircraft.

We drove an hour to the airport on Wednesday 31st July, checked in our luggage, and got to the gate when the flight was due. The screen display kept increasing by 30 mins at a time, it ended up delaying by over 4 hours to which the airport gave us passes to get through the gate when needed to we could walk around the airport while waiting. They ended up giving us food passes to spend there of £15. We waited by the gate to hear further information as we had no communication. The women at the gate were about to leave without informing anyone of what's going on. I asked her and she said you will not be flying today and will be notified shortly on when youcan. I had to inform other passengers of the situation who were extremely disappointed as we had no
communication all day. I had to miss a full day of work the next day. We heard an announcement the flight was cancelled and waited a few more hours to find out what to do. A worker lead all about 160 of us to collect our luggage back which took around an hour and then left us without informing us what to do next. We had to identify other passengers and just follow them and were told to check in our names at gate 22 which we waited in a que for around 2 hours. We then were told to wait by McDonald's for someone to come and inform us further. We waited for around an hour or so again and 3 members of staff were very badly communicating, They couldn't find our names on the list for a hotel and made us wait around another hour before getting on a coach to one, this took around 35 mins and was at about 8pm. We stayed overnight in the hotel for free and were told to be ready in reception the following day for 5am as the coach was going to take us to the airport for our flight which was scheduled at 12:15 midday. We were downstairs for 4:50am and we're then told the flights been delayed again till 5pm and that we cannot go back into our rooms. There was about 12 passengers in the same hotel who were devastated this included young families. We spent an hour or so in reception stressed about what to do and where to stay. The hotel eventually let us go back into the rooms for the day and said the coach will get us at 2:30pm. We got the coach to the airport with no communication again from them and just followed the crowd. We waited at gate other passengers were at for around 2 hours. The other passengers that stayed in different hotels said their hotel was awful and that they had been in the airport since 5am. We checked our luggage in yet again and waited around In the airport for the flight. The flight got delayed again for another 30 mins and then ended up delayed again till 8pm which caused a lot of upset with everyone. I had to notify work I was going to miss another day as the flight was scheduled to get back so late and was predicted to delay further. We got another batch of food vouchers yet again which only worked in 2 cafes and the food was awful, we waited around yet again. Us passengers kept checking up on each-other to see if anyone had an update as the airport was so poor with communication. A group of passengers spotted the flight attendants and pilot eating lunch and asked them for an update and explained our awful situation. The BA staff said how awful they felt for us and that they didn't realise the communication was so poor and that we will be leaving in around half hour. The flight got called and we were informed of which gate. We checked in our passports and queued for around an hour for a shuttle to take us to the aircraft. Once we got on the aircraft we were all so grateful and then the pilot announced we would have to wait inside the plane for 3 hours and 40 minutes due to there being no slots at Gatwick. As you can guess everyone was so unhappy and fed up at this point. The cabin crew gave out waters and tiny granola bars. The pilot announced he has good news and we will be able to take off in an hour instead, this never happened and actually took over 4 hours and we didn't hear any sort off announcement again the whole time. The flight finally took off. At the end of the flight the pilot announced we had to stay in the air for 15 mins as there was still no slot yet. The pilot announced we have to wait on the plane for at-least 15 minutes as the tube to connect the flight to the airport wasn't ready and that they are extremely understaffed there. The pilot confirmed they will pay for everyone's taxis home and hotels if needed. We finally landed, went to collect our luggage, there were many people sat even sleeping on the baggage machines who had been there 3 hours, we then had to wait around 30-45 mins to collect our bags. Overall the original flight was scheduled 31st July 12midday, we didn’t leave Gatwick until 2nd august at around 4am.

I have been given a companion voucher by American Express. However it has not been added to my account. Every time I contact BA they tell me it will be loaded in 7-10 days. Each time I call I have to reprovide all the same information. Their customer service is TERRIBLE. There are no email addresses so there is no paper trail and no proof of ever making contact.
I do NOT recommend.

I have the British Airways Amex, and have qualifitied for the companion voucher. Amex has sent the voucher number etc, but British airways refuses to acknowledge and give me the voucher since APRIL! Shameful

We missed our flight because at terminal 5 Heathrow the management are totally incompetent! We arrived for a short haul flight 3.5 hours before and still did not manage to get our 1 suitcase checked in within that time. Despite me begging at one point to go to the front of the queue as we were going away for my husbands 50th with activities booked and paid for. I was told everyone was in the same situation which was simply not true as people infront of us were on a later flight. Chaos does not explain how bad it was. They rebooked us on a flight that evening but it went via Luxembourg so we had to book a hotel that night at our own cost. The following morning we flew to Milan only to find that our suitcase which was supposed to go direct to Milan had never left London....... As everyone has said below its impossible to speak to anyone and do not expect a response to your complaint. I work in financial services. If this was a Bank it would be all over the news and the regulator would have intervened. I would rather never go on holiday again than fly with British Airways. My advice to anyone is avoid at all cost!

Missing Luggage:
On 22 June 2024, I flew with BA in business class from LHR to Accra. We learned of a mechanical problem just before takeoff. They tried for three hours without success. Ultimately, we had to leave the plain and board another plane. My flight experienced a nearly eight-hour delay. We landed in Accra, Ghana, at nearly 2 a.m. on 23 June instead of 6.30 p.m. on 22 June, tied and stressed. To my horror, my luggage did not arrive. I left the airport around 3 a.m. upon completion of my Property Irregularity Report (PIR) for my missing luggage. They informed me that the bag would be on the next day's flight. It's been 7 days now, and I have still not received my luggage. I emailed BA in London about my situation and made numerous phone calls to BA staff in Accra, but to no avail.
Updates never happened. The portal is slow and unupdated. Phone calls fall on deaf ears. They deny requests to speak with a supervisor. It's just awful all around. I'm stressed out. I still can't understand how BA misplaced my luggage with a priority tag on it.
Accidents happen, but the total lack of concern or customer service is inexcusable. We no longer have the BA customer service we once took pride in. Please advise yourselves. 

booking a flight for my 15 year old who is travelling with family friends.

tried to book online. you cannot book for a minor online without a booking for an adult at the same time.

tried to book through online chat. after waiting 20 mins to get through. got told. you can only do this type of booking over the phone.

telephoned to make the booking and spent over 1.5 hours trying to make the booking with a BA agent. when I double checked the booking receipt, whilst the agent was on the phone, I realised they had spelt one of my son's middle names as Taul instead of Paul. the agent said the only thing they could do was to send the change to back office and I would hear in 72 hrs or less time if it had been changed.

one week later - nothing heard. tried calling. got told by the voicemail on the phone that they had so many calls they would not be putting any calls through to agents and to call back another time.

went online. spent the next 3 hours with an agent trying to find out what had happened. found out that although the previous agent had double checked my email address with me at the time, that they had entered it incorrectly and missed out the 4 numbers that I have in my email address. because of this the current agent would have to write to another department to get the ticket moved to a different booking number, as for some reason, this having this incorrect email address on their system, breached data protection. even though they also had my correct email address and this is where they'd sent the original e-ticket and how I worked out the name had been misspelt. told this email change would take up to 48 hrs and I would then have to go back online and check to see if everything had been done and all okay. if not. to contact back again.

during this discussion. I kept asking to double check if my son's name had been entered correctly on the ticket. they kept telling me the T and had been changed for a P and all was now good with the name. I kept asking if I could check the name in the booking. finally, they gave me the new booking reference and the name to check. when I tried to enter the details online for me to check, it kept saying there was an error. I then found out, through discussion with the online agent, that this new agent had now taken all the gaps out of my son's middle name and last name and made his 3 middle names and last name, as one big name. When I asked to make the change back to the correct name. I was told I would have to wait until the email issue was sorted in 48 hrs and then I would have to come back online or over the phone and try and rectify the name for a 3rd time. That I should also take the time to write to the support email address and send in my son's passport details - which doesn't apparently breach data protection, even though they were asking me to send it over email.

So, here I am. No further forward. Having wasted 6 hours of my life already on this. Possibly having to waste a further few hours trying to get it resolved.

What would have happened if my son had turned up at the airport, with an incorrect name. Would they have refused him entry on the flight or made us have to pay to get the name changed or make him stay in the airport alone, whilst we desperately tried to get him home???

Astonishingly bad and utterly appalling non-existent customer service.

Absolutely shocking useless airline. Been an executive club card holder for 20 years and was a gold card business traveller for 10 years. I flew my whole family (kids and elderly parents) to Spain in July and they cancelled the return by email the day I arrived. Overseas Call centre no empathy and suggestions included flying one of my children alone on another flight to the rest of the party (and he was serios and repeated this option despite me being horrified and telling him to forget this suggestion). Could not transfer us to another flight operated by one of their partner airlines (Veuling) as apparently ‘they have no agreement with them’. I took a refund (still not paid) and paid out £1200 for the Veuling flight direct. And the biggest joke is the payments for that flight show on my statement going to BRITISH AIRWAYS!!!! I won’t fly BA again and I plan to close my exec account the moment the clowns pay me my compensation!