Britishairways Avis 

Rubbish online booking service - can't book holidays online, says sorry problem encountered, then gives a help number that does not connect (says we would like to help.... absolute joke). Worse than Ryanair....

BA is the worst airline in the world, from booking experience (website feels like from 2000, slow and keeps refreshing itself and I have to restart booking again), to actual flight experience (again old plane and infrastructure, dirty), to most importantly extremely disappointing and non existent customer service.

Lastly there are lots of frauds around this organisation, so far I had £3-4k worth for London-HK business classes x2 being charged but not able to fly (customer representative deleted my flight) still not refunded me. There is no way to reach the organisation, phone call takes at least 10-30mins to get through and even reached they mostly cannot help. I filed official investigation and it has been a year and it has been completely silence. I called the help line and the representative helped me to call their department internally and they couldn't get through as well.
Most lately, just yesterday I got taken away 250k Avios by someone in Middle East, and in the same pattern, customer service said that is nothing they can help. Again another £2.5-3k worth of money gone. At this point it is not even about poor service. I am being scammed by this organisation.

If you care to get back to me, feel free to reach out to me, my current case reference 25880097

This will be long. I have booked many holidays with BA over the years, and all have been very good, this was ok until coming home. Booked a BA Holiday last August Gatwick to Tenerife, it was good until the day before our journey home. We were packed ready to return and checked in, transfer would be arriving 9am on 19th, we’d had a nice break. We went to dinner on leaving the restaurant I had an email from BA I thought probably confirming details, but no, it was cancelling our flight the following morning, but they’d booked us on the next available flight the following day (Thursday) to Heathrow?, interesting as our car is at Gatwick, and nothing about rearrangement of transfer or for that matter where we might be sleeping for the extra night. I went to reception and the young man who was on duty at the time said there was plenty of rooms available, I wouldn’t be able to stay in my room as it was already booked out, he made a note on the system said I had nothing to worry about I would be able to stay. I tried to contact BA Holidays, the numbers I had on my paperwork were either not recognised, unavailable or a Robot!! and they knew even less than me. I finally got through yipee!! But this was British Airways not Holidays he couldn’t help and all the Holiday staff had gone home, had I tried 24 hour emergency number he said? yes I had that didn’t work, he gave me another number was very sympathetic and said he wouldn’t be very happy if he was in my situation. I tried the ‘new’ number that didn’t work. I thought I was doing something wrong so got the receptionist man to ring the numbers just in case, but he had no luck either.
The following morning I tried again after 6 hours I finally managed to get through to somebody, don’t ask me how I was just pressing any bloody number by this time! just to hear a voice was wonderful and after I sorted myself out, she managed to get us on a flight back to Gatwick, transferred me to Duty Office, a lovely lady Emma who then sorted everything out and advised me what I could claim and what was required etc. I had ordered duty free Emma got in touch with highlife and I understand from Brigitte this is now being posted onto me.
We changed rooms and settled to try to enjoy what most people would look at as a bonus. The following day we settled our bill and waited for our transfer, it was 15 minutes late. We then hit traffic on route to the airport due to an accident, so it now took 90 minutes to get to the airport, stress levels were now going through the roof, the driver was on his phone the entire time, it would have been nice if he had advised us what the problem was. We were dropped off at the opposite end of the terminal that we needed to be at, check in desk 226, we needed 9, ( it’s a long way when your booked in for hip replacement on 13th August) by the time we got through check in and security we were being called to board. We had been advised the flight was being operated by Titan Airways didn’t know much about this company just wanted to get home. Whilst at the gate we noticed a large group of school children. We were called to board, well the Titan Aircraft was absolutely amazing lots of legroom very clean and really lovely crew. We settled into our seats looking forward to our return journey home in luxury…….yes you’ve guessed it the last passengers to board were the 56 school children along with their 9 teachers! Were the teachers sitting amongst the children? No 6 at the front of the group and 3 at the back, and they were behind us, It was when one teacher said they couldn’t buy sweets, fizzy drinks or chocolate I thought you’re a bit late that horse has already bolted, they were already high on Haribos, Pringles and fizzy drinks!! It’s a long time since I’ve been on a school trip!! Hopefully I won’t be on one again
BA Holidays if you’re reading this I’m travelling with you again in November to the Caribbean I certainly hope things go a lot better, I should be over the trauma by then. Maybe I’ll get an upgrade I doubt it watch this space

Delayed flight and horrible service at boarding where we, despite having paid for being able to bring cabin luggage, were picked out of a line and told to check in our carry-on bags. No good explanation or system guiding who got to bring their bags on the flight and who had to check them in. All together bad experience.

The frustration of dealing with this company cannot be measured. They are part of IAG and Aer Lingus are even worse. You are just ignored. I am a silver member and my intention was to use BA as my carrier during my retirement. Building to Gold to enjoy the "Luxury" experience. I will never fly BA again.

Late departure and arrival back to the UK. The tickets are fairly expensive test the service has fallen by the wastline. The snacks consists of a small bottle of water and a choice pack of 2 choclate digestive biscuit or some cheap fish & chip crisp type things. It's ridiculous. And then the baggage collection was nightmare only an hours wait so far. BA aren't carefull they'll loose out to other airlines over poor quality and Dissapointing services

Such a shame to say but it’s now not an option for me. Can’t get through to Customer Services. Staff are rude. They lie. Just not a good airline anymore. Whoever is in charge needs to have a serious rethink

Cancelled flight and wouldn't offer same day flight. Took over 2hrs to get through to someone. Incredible difficult to navigate the website. I'm a gold status and will be taking business elsewhere

I am trying to change the date of my return flight LHR-GVA a day earlier and all I get for the website is that there is a technical problem with our system at the moment. Today upon disembarking the aircraft GVA-LHR BA0723 all the passengers were held outside the aircraft because the door of the airport would not open. And the First officer found nothing else to say that : "it is one of these things..." Nothing works anymore, it is the new normality. Nobody is reponsible for anything. Planes are late because of the late arrival of the aeroplane....

Absolutely appalling treatment TWICE now with BA Executive Club.
I had booked a flight to New York using Avios and then through no fault of my own, had to cancel it. Not only was I told that I would not be refunded as I had cancelled it myself, but I would also lose my 70,000 Avios points! To add insult to injury, I STILL haven't even got the taxes paid back yet.
Additionally, I had a fairly simple request to change my name on the Executive Club account. After numerous attempts and requests to send my passport, which I did, I'm still getting nowehere. Don't even bother trying to call them because once you actually do get through, they most of the time have no idea what you are on about, either give inaccurate information or on one occasion, cut me off!
I have sacked BA off now and booked what was going to be quite a big trip, with another carrier.
I will not fly British Airways again, the old days when it was 'the world's favourite airline' are a world away these days!

We tend to use BA on our regular trips where possible and over the years we have had an overall good service from them. However more recently we have experienced flight delays, operational issues, flight cancellations, poor check-in experiences etc. We don't get this with other airlines

On our last two recent trips, one to Zurich and another to Iceland they had cancelled our return flight literally an hour or so prior to the scheduled departure time despite the flight showing as on time and no problems being reported.

We have just returned from Iceland and our experience was one of the worst we have ever had with BA. Again our flight was just cancelled due to operational reasons but what made matters worse on this occasion was the flight was quite early at 7:45am. We went to bed at around 11pm (night before), checked the flight and it showed as being on time with again no issues being reported so we went to sleep fairly rest assured the the flight would be fine. We woke up at 5:30am and then discovered our flight had been cancelled without any warning! We were then left with virtually no other return flight options for that day. It soon got worse as the earliest flight option then being offered by BA was 3 days later!!!!

We opted to choose Tuesday with BA as we were left with no other option! If we hadn't acted quickly the Tuesday availability was sure to sell out leaving us with a return option of Wednesday onwards having experienced the same problem with BA in Zurich back in December. We were lucky on this occasion as BA offered several flights back on the same day in Zurich but this wasn't the case with Iceland!

We were then left in a right predicament as hotel availability in Iceland was very limited to non existent given the very short notice of our cancelled flight. Our hotel was fully booked and our hire car had to be returned to the airport. From a logistical point of view this was a complete nightmare having to then rebook another hire car and to find alternative hotels.

We then decided to search for any in-direct flights online to get us back to the UK sooner with another airline and after a good half hour of searching we came across an in-direct flight into Gatwick with Norwegian Air but it went via Oslo and a total journey time of 8 hours!

Assessing our options which were virtually none! we had no guarantees that the flight with BA on Tuesday would also have proceeded on time and checking with Norwegian Air both flights were on time and looked promising so we decided to get these booked at an additional expense of £600!

If we had stayed in Iceland we would have also incurred additional cost to then fight back with BA or the insurance company. Our priority was to return home ASAP as we had important work and personal commitments on the Monday so we had to return ASAP.

We eventually flew back fine with Norwegian Air and the service we received was far superior to that of BA. The boarding process was slick on both flights compared to a complete shambles with BA. Norwegian Air offered a full food trolley service with soft drinks, tea's and also a range of alcoholic drinks. Compare this to just the water and snack bar on BA!!

Both flights were on time and we eventually landed in Gatwick shortly after our expected arrival time.

We got back very late home after having to then book a hire car at Gatwick and in the morning we contacted BA to cancel our alternative Tuesday flight and to kindly request a refund for this part of the trip. BA refused out right!! and stated that since we had already had chosen Tuesday as an alternative flight this was effectively a new booking! Their attitude was essentially tough! We then told them about the inconvenience this has caused us and we were left with no other BA option but to choose Tuesday - purely because BA didn't provide us with an alternative and we needed to return home on the Sunday. We had no apology and no offer of any refund!

When we checked the cancellation e-mail from BA there was NO mention that when we had selected the next available flight option (due to them cancelling!!) that in the event of you then finding a better alternative journey option or simply changing your mind that you were then no longer entitled to a refund from BA! We also checked the link in the e-mail which directed us to their flight cancellation T&C's on their website and again there was no direct mention that you would not be entitled to a refund given the fact that they had cancelled your original travel plans!

We are now taking up the matter as a formal complaint with BA and with our travel insurance company and the lesson we have learned is NOT to fly BA ever again! The decline of this airline over the years is truly shocking and the lack of post customer care is dreadful.

I will be avoiding BA at all costs in the future!

I bought a holiday package with BA in March, obviously advertising limited availability for the rooms,looking now in June for the same package is £1000 cheaper. Except "sorry but we can't do anything " this company can't do anything to explain why they ripped you off few months earlier advertising limited availability other than they are covered by T&C you agreed and obviously no one on their side to explain at the time this may be a possibility.Is looking no surprising the bad reviews you have.Never again BA.

If I could give a zero star I would. BA used to be fantastic 2 decades ago but I cannot believe how they have reconfigured their seats so that everyone is on top of each other.... just to make a profit. Absolutely disgusting. I have recently travel jet 2 considering this is a so called budget airline they were 1000% better then BA. FROM checking to on board jet 2 are winners.
BA Look at the competition around you they are doing so much better. Will not be traveling BA any longer even if it's the only option... I'd rather not go anyway

Terrible customer service! Flights delayed over 9 hours with no update with flight or complimentary drinks or food to offer. Website is continuously crashing with no way of claiming cancellation costs back other than going through the website. Would definitely not use again. Feel sorry for all the young parents with babies and children hanging around in limbo waiting. British Airways should just automatically pay the £220 back to every customer on that delayed flight that they due rather than having to fight to get your money back with their complicated processing. A lot of customers will be unaware that they all entitled to it.

If I could give zero I would. Purchased a one way ticket for my son, London to Brisbane Paid $1375.
Son then asked BA to change ticket to earlier flight, which BA said “ fine, but there will be an 80 pound charge” ok.
Flight ended up not being the advertised BA but Qatar. Additional charges were nearly $2000. So $3375.15 for one way ticket.
Called BA who said that’s “ just what they do”.
Never ever again! Do not fly BA!!!

We flew from London Heathrow to Johannesburg with an onward flight to Victoria Falls. BA decided to cancel our onward flight to Victoria Falls and we still don’t know the reason for this. Furthermore they did not even bother to communicate this with us. We only learnt of our cancelled seats when we tried to board the plane. We were left at the airport for 7 plus hours trying desperately to locate our luggage as it was supposed to go straight through to Victoria Falls. If they had informed us of their plan to cancel our seats, we could have tried to get a flight to Vic Falls with another airline.There was nobody on the BA help desk until later in the evening. BA were uncontactable. It was very stressful. We missed a whole day of our holiday and missed excursions that we had booked. I would never book with BA again.

I fly on 2024.06.01 from london to Barcelona.
The service was terrible! The flight was 1.5 hours delay after boarding.
A few Ground floor Staff were super rude, especially the one who checked my passport when I was boarding and also the one with yellow vest are supper rude!

I have a meeting to attend immediately after I land in Barcelona. They forced me to check in my hand luggage and took my suitcase away. However, there are so many other passengers had their hand luggage with them! And there are so many space left for luggage on the plane. They are racist to me.

I was late for my meeting!
I won’t fly with British Airway again!

I cancelled a booking on 25th may and was told by British airways customer service my refund was processed, it got to 31st may and still not got my money back and my bank confirmed to me they obviously not processed the refund or it would have gone into the account by now, I then called British airways back and the customer service lady Indian lady was so rude telling I have to just wait and raised her voice to me and talked over me as if I should just accept the bad service, she then put the phone down on me, This is not what i expect from a company like British Airways

I was put on standby for a transatlantic flight. There was no-one to talk to at the terminal about options (there is one flight per day). Eventually, 40 minutes before the flight, I was offered a seat in Economy (I paid for Business). I was told the seat next to me would be empty. It was not; the person in it had a cough and cold and spluttered over me for the 14 (I think) hour flight.
The check in staff said I would be sent an email with how to claim compensation. I was not sent the email..
I called today to claim. They said they had no record of the downgrade, and so could not guarantee any compensation. (This is despite having a downgrade reference number from my arrival on that leg, which I was told was proof of the downgrade. On the call, they didn't seem to find it convincing.)
I am told I should hear the result of my complaint in 5 working days. I do not know how much I will be paid, if anything

Flying back from New York (JFK) to London (LHR) on 15th March our flight had to turn around over the Atlantic because the Pilot had a Medical Emergency, so we landed at St Johns, Newfoundland, Canada. Not a Problem - Well.. it was a problem, but these things happen and we were delayed until BA could get a new plane & Crew out to pick us up and take us to our destination - which they did. But... Since then I've claimed for compensation for my delay... and this is where the fun starts:
20/03/2024 - Thank you for your query
Thank you for raising a case with us. We're now directing this through the appropriate department, and we'll do everything we can to resolve your case as quickly as possible.
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27/03/2024 - We'll be in touch
Thank you for contacting us. We wanted to let you know that we haven’t forgotten about your case.
03/04/2024 - Thank you for your patience
Our Customer Relations team are really busy at the moment
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17/04/2024 - We'll be in touch soon
We're sorry we've not been back in touch about your Customer Relations case and we appreciate your patience.
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24/04/2024 - Thank you for bearing with us
We're sorry you're still waiting for a response. We know it's been a long time since you contacted us.
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01/05/2024 - Sorry you're still waiting
We know it's been a long time since you contacted us and this isn't the service you should expect.
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08/05/2024 - We've not forgotten your case
We're really sorry you're still waiting for a response from us. We know it's been a long time since you contacted us and this isn't the service you should expect.
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15/05/2024 - We've not forgotten your case
We're really sorry you're still waiting for a response from us. We know it's been a long time since you contacted us and this isn't the service you should expect.
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FYI - there is a link on each of these emails where I can check the status of my case and since the start this is what it says:

Your case status
We’ve received your case and it’s currently in the queue. We’ll look at it as soon as we can.

British Airways is an absolute Joke, their customer service is appalling. It's now the 30th May and they've still done nothing