BRITISH AIRWAYS   Passenger Reviews and Customer Trip Reports

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BRITISH AIRWAYS customer review :  26 September 2009 by T Hill   (USA)

New York to Paris with a one hour layover at Heathrow. At Heathrow arrivals and departures have been split up so there is no way to simply change gates and wait for your connection without walking through what seemed like five miles of corridors (no conveyors), going unnecessarily a second time through security (with long lines), and racing to catch your connection if the time is short. All this seems aimed at forcing you to spend time in the shopping mall that substitutes for a waiting area. On top of this, the plane was filthy (old food in the tray holders), they didn't turn the heat down at all through the early morning hours. Although the crew and staff were quite nice, it is quite sad to see just how low the British will stoop to make an extra buck. This was at one time a great airline, but no more.

BRITISH AIRWAYS customer review :  26 September 2009 by Richard Brown   (Malta)

LGW-Malta. Great flight, superb crew and early arrival into Malta, but cuts are beginning to show even in Business Class. No hot towels, but worse still no nuts with the drinks. This is just cheap and will only serve to annoy the passengers on whom BA needs most. I did check with the flight crew who confirmed this was now policy on short haul. BA are also wasting an opportunity in short haul Economy whereby if there was any form of business acumen, they would offer a high quality range of food products (such as M & S) for customers to purchase onboard. This would be better than simply a biscuit and indeed could even pay for the business class nuts! BA stops flying this route at the end of October on the basis that it is not profitable. This will mean no Oneworld carriers apart from the odd Finnair flight will come to Malta and is more the pity, as most of the BA flights that I have been on have been reasonably full. There is no crew stop over in Malta and a very small ground staff to support the operation here, which leads one to question why this route does not apparently pay.

BRITISH AIRWAYS customer review :  26 September 2009 by H Smythe   (UK)

London Heathrow to Bangkok - a dreadful flight! As we reached altitude the plane began to get hotter and hotter. Several of the passengers were complaining to the crew, but it seemed the climate control was faulty. I decided to remove my jacket and just sit in my shirt sleeves. The overhead air vent was no use whatsoever. Drinks and meals served and they were adequate, but at this stage the crew were becoming tired of the complaints about the high cabin temperature. I tried to sleep but couldn't due to the minimal seat pitch (31 inches). The headset radio was faulty so I could only listen to one channel of sound. Due to the high cabin temperature there was a constant queue for water at the galley. When I arrived in Bangkok I was dehydrated and agitated.

BRITISH AIRWAYS customer review :  26 September 2009 by John Oram   (UK)

YVR-LHR. It helps that YVR is a lovely airport. BA Galleries lounge is a haven with expansive views. I can't really imagine how it can be sustained for two flights a day but the staff were charming and facilities and food fine. The cabin crew were friendly and vigorous and handled an inebriated passenger with a light touch. The food this time was rather dull. Early arrival at LHR led to the speedy passage through T5 described elsewhere.

BRITISH AIRWAYS customer review :  26 September 2009 by M Lucas   (UK)

LHR-Rome-LHR. Easy check-in, followed by T5 security agent shouting at passengers. Out to Rome on a 767 which looked ready for retirement. Very dirty plane and not a good image for BA. Great crew but a pointless offering of a dry egg bap for breakfast and a minimal drink service for this 2hour 25mins early flight. Return on an A320, which was quite new. Good crew and a choice of sandwich and plenty of drinks for the 6pm flight from Italy.

BRITISH AIRWAYS customer review :  24 September 2009 by James Fraser   (UK)

LHR-LAX Premium Economy, 747-400. T5 excellent, clean, and easy to use. Was unexpectedly upgraded to Business at check-in and an excellent flight in a near-empty cabin with superb food and service. Return journey LAX-LHR not upgraded. Long queue at check-in, and cabin extremely cramped and uncomfortable. Staff on return trip rude and surly - two were noted to have scowling expressions the entire flight! Very disappointed with Premium Economy and not worth the money. I give my recommendation on the outward experience. When booking the ticket, both BA and Virgin websites were quoting £2138. Internet travel agents got this down to £1400. I then tried my local Thomas Cook, who did exactly the same flights incl car hire for £1124. Shop around and give the local retailers a chance!

BRITISH AIRWAYS customer review :  24 September 2009 by Nick Fisher   (UK)

EWR-LHR. Check-in and boarding efficient, checking in online and 23 hours 59 minutes before departure got a seat in the front row of WT+. 777 on this sector and struggled a bit to get bag into the overhead locker, also the IFE was broken for the first couple of hours. Experience redeemed however by cabin crew member who kept the beers coming and was exceptionally friendly, chatty and helpful.

BRITISH AIRWAYS customer review :  24 September 2009 by John Duffus   (Thailand)

BKK-LHR-SFO business class. The flat bed seats excellent with plenty of upper body area for working, meals or turning around during sleep. All meals tasty and plentiful with some very good wines. IFE worked perfectly. I was surprised in these difficult economic times to find that business class was virtually full. Only two small points stop me giving 10 out of 10. In the new business class pod, the footrest part of the bed is physically attached to the pod in front. If there's an overweight passenger moving around in front, you can be disturbed by a slight but noticeable movement of the pod. I can understand that financial imperatives have persuaded BA to move the lower deck business class in 744s back behind premium economy. Not only is this a noisier part of the aircraft, if there's only one front jetway on exit, you end up well down the queue at Immigration. But these are minor points. I'll try upper deck next time.

BRITISH AIRWAYS customer review :  24 September 2009 by Tony Spitale   (Switzerland)

ZRH to LHR economy. Crew cheerful, as flight not full managed to hand out two drinks per person. Within less than ten minutes after landing was on my connecting shuttle-bus to Terminal 3. Excellent service - nothing to complain about at.

BRITISH AIRWAYS customer review :  22 September 2009 by S Nevett   (USA)

DFW-LHR return on B777. Outgoing plane newer and in great condition with on-demand IFE. Terminal 5 in LHR well signed and easy to manage. Return flight had good crew and food, but approximately 30 people in economy (myself included) did not have working IFE systems. This outage of the IFE seems unacceptable, however not surprising, as it appeared we were on one of the oldest 777's in service. Old IFE, broken seats, worn upholstery, damaged armrests etc. Is this what BA is allowing their planes to look like these days? Need to refurbish the older 777's badly.

BRITISH AIRWAYS customer review :  22 September 2009 by Pauline Haldane   (South Africa)

Flew to Heathrow from Cape Town with my daughter, who was immigrating, to assist her with her children, aged 5 and 2yrs old. Specifically asked for 4 seats together but was seated in row behind them. NO assistance with luggage at Cape Town and most unfriendly staff on plane. Although requested, no airport assistance at Heathrow. Eventually helped by a lovely senior assistant. My problems were far from over as I had yet another bad experience on my return to South Africa. Arrived at Heathrow in plenty of time only to be informed my flight had been overbooked. Ground staff sullen and unhelpful. Eventually given boarding pass at 6.30pm and told to hurry to boarding gate. It was traumatic enough to part with my family - I certainly didn't appreciate the added stress. I will not fly BA again by choice.