British Airways Reviews 13,225

Truly horrendous, worst customer service of any airline, rude staff, chaos, overpriced.

Date of experience: April 01, 2025

They should be renamed to Indian airways since the customer service is from India.

Date of experience: April 27, 2025

Do not use to book hotels in the USA, they quote you a price that seems good value then hit you with added resort fees you've got to pay over there. Other providers tell you about the resort fees upfront and add them to the cost of the hotel so you know exactly what you're going to pay. For example, one hotel stay was quoted at 447pounds but in the voucher small print there was a 220dollar resort fees, which had to be paid at the hotel thus adding a third to the cost of the booking absolutely scandalous

Date of experience: April 27, 2025

BA website and whole online user experience must pip the post for being the No 1 in the world for being the most shocking and frustrating for the customer - complet junk and whats worse is the managment and CEO dont give a d@nm or they'd see these reviews and get off their lazy backsides and do something about it!!

Date of experience: April 01, 2025

Once the flagship carrier of the UK, it should not be able to have the word “British” in its name. It’s a disgrace. The North business lounge at Heathrow is nothing short of a mess and the food is the same slop every time I go in there. It’s always rammed with people and I struggle to get a seat. It’s loud and not peaceful at all. It’s just not big enough and lacks any refinement. It’s a little like a busy, cheap buffet. BA has lost its way over the years, but it’s not the only airline to do so, in fact most of them have. Having paid a lot of money for a business seat I’m faced with a Ryan Air type charge to select a seat which is a real kick in the teeth. The staff on board looked miserable and unkempt and the food options were very poor. There was no stowage in business class so on both flights they rammed all of the blankets and spare pillows, plastic wrappers and blanket bags in the overhead locker on top of my bags. I fly a lot, but tend to avoid BA unless I have no choice. BA clearly put shareholder returns as a higher priority than the customer experience and while they do, there’s only one place this will end! The media would have me believe BA feedback is fantastic but look at what’s been written on here!

Date of experience: April 25, 2025

Baggage took forever to claim and had no communication. Shocking.

Date of experience: April 26, 2025

Atrocious service. Because of their own website I had to pay 120 gbp. They refuse to refund, now having to do a chargeback.

Date of experience: April 07, 2025

booked and paid for seats, changed seats and no communication. Called 5 times to get a refund still holding the money. AWFUL AIRLINE WITH AWFUL SERVICE.

Date of experience: April 11, 2025

I have been a BA executive member for over 10 years. I can't believe how a Premier airline can treat its customers so bad.
Every time we try to check in or edit a flight the website is unavailable I have emailed the customer service department and they message back they can't help. Because BA oversell the flight they purposely make it difficult to access your booking.
The last flight we were unable to check in got to the airport and the airport desk told us the flight was oversold and we didn't even know if we would get on, when we eventually got some sense my daughter was downgraded and we all got allocated different seats although we had precooked the seats.
We have recently started flying Emirates airline and Qatar what a difference no stress accessing your bookings.

Date of experience: April 21, 2025

Really not happy most glichy website and terrible customer service with all the excuses. I told them the time was not what I selected to purchase they went silent and kept my money!!! All £1800 of it and didn’t let me fly. DO NOT TRUST THEM!!! Just will steal your money even when ATOL protected.

Honestly I would put 0 stars if it were possible!!

Date of experience: February 02, 2025

Website not allowing Avios transfer so rewards flights disappearing; customer service hung up on me on 2 days in a row; customer service team lied about being called back next day twice.
Incompetent.

Date of experience: April 25, 2025

My wife and I took flight BA7 to tokyo on the 24th April 2025 from Heathrow.
During the flight became unwell.
I cannot compliment the cabin crew high enough for the care and attention they gave my wife at a very worrying and distressing time both at her seat and also at the rear of the plane.
They improved the situation completely and allowed my wife and myself to complete the journey in a much more happy and relaxed frame of mind.

Date of experience: April 24, 2025

It is one of the worst websites you can ever hope never to use. Clunky, painfully slow, and riddled with errors, from broken links to mysteriously vanishing bookings.
Navigation feels like a game of chance, and don't even try using it on mobile unless you're a masochist. For an airline of its size, the digital experience is shockingly poor.

Date of experience: April 25, 2025

Why has BA become so bad. I had a slight delay on a flight that made me miss a connecting flight. BA were not interested in helping in any way. Clueless off shore customer support

Date of experience: April 25, 2025

We booked our holiday to Phuket with flights and accommodation. We were travelling by flights operated by Qatar as BA doesn’t fly to Phuket.The first problem was the cancellation of our flights to Phuket following closure of Heathrow airport. At no time were we given information from BA no email/text ,we learned through the media! It took 4 hours to eventually get through and get alternative flights which meant arriving 2 days later. We enjoyed our stay which was at Banyan tree Phuket though issues did arise because they had a large private booking which seemed to take priority over the rest of holiday makers. On return to London on arriving at airport Qatar said they couldn’t check us in something related to not having travelled out on the original flight and BA hadn’t sent them the details they needed. It felt like we were stranded in Phuket no one would talk to us, we couldn’t call or get through to BA. Our problem was only solved by us getting someone in UK to call BA for us to assist. Thankfully their persist won and we were allowed to check in just in time. It was distressing , my daughter even suffered a panicked attack. Despite contacting BA on our return there has been not response or compensation .

Date of experience: April 02, 2025

The worst airline in Europe. They will cancel flights because of 'extreme weather' when no one else is cancelling flights. They will 'not offer online check-in in this occasion' without any explanation or reason. Forcing you to queue for hours in the airport.

Date of experience: April 24, 2025

A culture of contempt, BA behaves as if it loathes its customers. Snooty staff couldn’t care less if their actions cause passengers inconvenience and distress. BA air crews behave as if they are the creme de la creme when in fact they, like the county whose flag they carry are tatty and threadbare.
The ticketing operations and customer “service” has been outsourced to an underpaid and poorly trained offshore Indian call centre.
Entire customer service desks have been abandoned at Heathrow and lie covered in rubbish and broken furniture with a grubby phone handset providing a speed disk to hold music emanating from India.
It is only BA near monopoly position in LHR that ensures they continue to trade. And their anti competitive practices skew the UK aviation market to the detriment of everyone.

Date of experience: April 24, 2025

Paying commission for nothing.
First let me say I am a British resident and live in the UK.
I bought two tickets for me and my daughter from BA. They are for trips from Istanbul to London. The prices were listed in US dollars. I did not find a way of changing currency on the app. Still I bought tickets using my credit card issued by a British bank.
After a few days, I noticed that bank applied non-sterling transaction fee on top of ticket fees. When I called call centre and asked this, they said that I had to call them to be able to buy tickets in British pounds.
Later I found out that I can buy tickets in GBP on their website. But not in their app.
I created a case on their support page and asked for a refund. There is no reminder or warning in the app telling customers to call their call centre to be able to buy in GBP. My case is rejected.
All in all, you may be living in the UK, buying tickets from British Airways, pay by British credit card and still end up with paying non-sterling commission. That looks ridiculous to me. How come they do not give an option to change currency on their on-line channels.
I will be happy to know if I missed something in this journey, like a warning or reminder somewhere.
I did not give 1 star as rest of my experience is not so bad.

Date of experience: April 24, 2025

Months ago we planned a trip to Edinburgh from Heathrow when we booked the plane was literally empty so took advantage of the pre booked seats for a party of 4 as we are travelling for a big Birthday. Upon checking in this morning for flights tomorrow all our sets have changed and we are not even sitting together! Called British Airways and they couldn't even explained to me why and that they have allocated to other people how can this happen when we have paid for them months ago. Was told to check in when we get to the airport and they will allocate seats when we get and again we won't be sitting together! Don't pay for allocated seats as they will just give them to other people that haven't even paid for them

Date of experience: April 24, 2025

These guys are probably the worst for customer service, the customer service team full on lied, they have obfuscated their website multiple times so finding information about your benefits and vouchers are extremely difficult to find their audit trail for customer communication is sketchy which will bring me doubt their ability to be compliant with the PECR and GDPR and their customer assistance call centre partners just out right lie.

I am actually considering cancelling my Amex avios and going transit rather than fly with BA again to Ghana (they are currently the only direct carrier).

I have been consistently let down by BA and customer service whenever I have needed them have been so poor it's raises my blood pressure just thinking about them.

Date of experience: April 24, 2025