British Airways

✅ Trip Verified | We booked premium economy round trip from Phoenix to Zurich via AA codeshare and operated by British Airway. On our way return flight back to Phoenix February 25th, the first leg of the BA flight 0773 between Zurich and London Heathrow was delayed departure, which cause us missed the BA 0289 connection flight between Heathrow and Phoenix. First problem is that when we dash to the terminal 5 security check point at 12:00 PM, the airplane was still at gate and will not depart until 2:25 PM if it will be on schedule, we had almost 30 min at that point, however the terminal 5 security stopped us and was told we cannot pass thru the security due to airline requirement, we later realized that flight 0289 did not leave until 3:30 PM. We were directed to the customer service to re-book the flight. When we got to BA customer service transfer counter, there was only one agent available, there were least 12 passengers waiting in the lines, we were told BA was short of staffs due to British holiday during end of February and there was a soccer championship match that Sunday, so it took us at least an hour and half to rebook the same flight next day, also it seems there are not much option at all if we want to back to Phoenix on different flight on the same day. Then, the agent who re-booked the flight told us his printer was broken and we need go to Zone 2 of terminal 5 to get the ticket and hotel voucher printed. We found Zone 2 and had our ticket and voucher in hand and assure by the agent that our luggage will be on our next day flight with us as well. We also told there was a shuttle bus around the corner to take us to the hotel, however no map or detail direction provided, it took us a while to find out that the shuttle is at back side of the terminal 5, by the time we arrived at hotel we were very tired. Next day, we arrived at airport few hours ahead our scheduled departed time 2:25 PM, I noticed my checked two bags not in the same spot based on my iPhone’s Find me feature (I had Apple Air Tag in each of my checked bags), so I checked with the gate agent, she confirmed with me that only one checked bag was associated with my flight! Luckily, the flight was delayed two hours, so my other bag made to the same flight. While on the flight, the team of young flight attendants were generally pleasant, but they missed to service me meal, I did not order any special meal, and the popular chicken dish was not available when she came to my row, so I told her any chicken dish will be ok, and she told me give her few minutes and she will bring me a different chicken dish, however she totally forgot that and only when she came back to collect the trash, I mentioned to her she forgot my chicken dish, she was surprised and acting like I was lying to her. Overall, I think my premium economy flight on BA is the worst experience in recent memory. As the British flagship carrier, they seem don't care, I emailed my sent my experience to their customer service, they responded with a standard corporate reply from one of their email templates...

✅ Trip Verified | The entire booking and ticketing experience has been stressful and erroneous. I booked directly with BA as I thought - why go to any other airline when their home headquarters is UK and I need to go to the UK. Mistake. This was months ago. I could not cancel or change my flight without paying them $750 to cancel my flight and have that money sitting for just 1 year on account, otherwise all was lost minus a few hundred in taxes. As whom I am really flying with is American Airlines and another partner I can't check in without being redirected. Then those sites don't recognize me. I don't appear in AA or Aer Lingus applications. I couldn't ask for more time to change planes in London despite all reviews saying how long and hard it is, as that would mean a cancel of plane ticket - loss of all money. I've been on the phone with agents for over an hour on 3 different calls. Their app will not let me in without each time a reset of passcode, a 30 minute wait for the email and then I get the same error.

✅ Trip Verified | Communication and customer service non existent, they make me pay for seat on my return flight from Madrid to London, where didn’t should be as my ticket was premium economy. On the time of check in just was able do BA-MAD but to not MAD-LHR just in Madrid they issued boarding pass changed my seat from 5F to 19F worst seat ever, explained rudeness on Madrid - plane changed. That section is Business and you are premium only, we send you to the back,, no apologies, no answer complaints, low cost airlines treat you better, refund of seat received but zero apologies.

Not Verified | Jan 30th, I booked a last-minute, transatlantic flight to Ireland to attend a funeral for a close friend of mine. So, the nature of the trip was bad enough as it was. It was not a vacation for me. On the transatlantic leg of the flight, BA was the airline. It was a terrible experience. A baby was crying right next to me for a good portion of the flight. That’s not BA’s fault, but just to continue to set the stage. Mid-flight they had to close both the bathrooms in the middle of the plane. I was in seat 16J, right behind one of the bathrooms. They both started leaking sewage into the passenger compartment. I could see the water coming toward me and soon it was under my feet. As you can imagine, it didn’t smell great. It made a bad trip worse and got all over a new pair of boots. I contacted BA about this and explained in great detail what had happened. Their response was essentially, “Sorry about that”. I contacted them again to verify that this was the formal response. They responded by offering me a 50 euro voucher to use on a future BA flight, which has very little value to me, if any. I contacted them again, giving them another chance to make it right. Nothing. It’s not their fault that there was a screaming baby, nor is it their fault that the restrooms overflowed, created a disgusting mess, and soiled my boots. It is their fault that they made no effort to make it right. This is not just an inconvenience. It's a health and safety issue. As far as I can tell, I’m the only one who got sewage under my feet. I think this is completely unacceptable and will do everything I can to avoid flying BA in the future.

✅ Trip Verified | On the memorable day of January 9th, my family and I embarked on a journey from London Heathrow, Terminal 5, destined for Glasgow. Little did we anticipate the series of events that would unfold, shaping our travel experience into a tale of exceptional service and unwavering dedication. As we navigated the bustling corridors of the airport, our journey encountered an unexpected hurdle. It was at this juncture that I found myself grappling with booking complications, compounded by banking delays. Amid this quandary, I sought assistance from British Airways personnel at Terminal 5, hoping to salvage our travel plans. Enter Mr. Sathies, a beacon of hope amidst the chaos. With a demeanour exuding empathy and professionalism, Mr. Sathies swiftly assessed the situation at hand. Despite the setback, he wasted no time in springing into action, exploring every avenue to mitigate the impact of the unforeseen challenges we faced. The sequence of events unfolded with remarkable clarity as Mr Sathies tirelessly liaised with various stakeholders, including senior colleagues and his managerial counterpart, Mr Gurvir Singh Dhillon. Their collaborative efforts culminated in a solution that exceeded all expectations. Through Mr. Sathies' unwavering dedication and Mr. Gurvir Singh Dhillon's steadfast support, our travel arrangements were salvaged without incurring any additional costs. Despite the initial uncertainty, my family and I were able to proceed with our journey, embarking on our flight to Glasgow with a renewed sense of gratitude and appreciation for the exceptional service rendered by British Airways. As I reflect upon the precise sequence of events that transpired on that fateful day, I am filled with profound gratitude towards Mr. Sathies, Mr. Gurvir Singh Dhillon, and the entire British Airways team. Their meticulous attention to detail and unwavering commitment to customer satisfaction reaffirmed my faith in British Airways as a paragon of excellence within the aviation industry.

✅ Trip Verified | I like the British Airways World Traveller Plus product. The seats are comfy and the food is good. The crew on this flight were very attentive and friendly especially the CSM who came round and introduced herself to us and made sure we were comfortable. The bars closed half way through the flight to Cancun as they can’t uplift more alcoholic drinks in Cancun. Juice, water, tea and coffee is available. Very full flight. My only criticisms of British Airways Premium Economy is that it feels like they actively try and split families up unless they pay the £100 each to pre book seats. The majority of drinks are served in plastic not glass. There were no inflight snacks available on an 11 hour flight. It’s an upgraded version of Economy, where as other airlines like Qantas and Singapore Airlines are Business minus. Still worth the extra though.

Not Verified | Overall not bad. Staff look tired and overworked, trying their best. Weird seats, I was in 21G going, and 21D going home. The buttons to press for the seat recline are so stiff I had to get help on both flights to get them to work. There is another button, also very stiff, to bring the “leg rest” out. This is an awkward thing which doesn’t come up far enough to be of any use at all for your legs, but just obstructs your feet really. Again, I had to get help to activate the very stiff buttons. At one point, the lady next to me was pressing the buttons for me while I tried to recline, sit up, or put the “leg rest” back. We gave up and called the flight attendant, who also had trouble. BA: please give this some maintenance! Food: only one out of three menu choices available by the time it got to me in Premium Ec. It was pasta and was not too bad. A Christmas Turkey Dinner was offered, but why not load more if it is so popular that it is not available 10 minutes into the meal service? “Breakfast” was an unidentified soggy pastry thing in a cardboard tube. It was disgusting, same offered on return journey. A cold pastry and fruit would be so much nicer. The tea and coffee was hot at least. Overall, I would say Air Canada provides a much superior Premium Ec service than BA. I won’t choose BA again.

Not Verified | Beware! BA don't provide any refund due to a very serious medical reason. My father was diagnosed with a severe heart defect a couple of weeks before his flight date and BA refused to give any refund as this was not a good enough reason!! We sent them a medical note from his doctor saying he is unfit to travel due to potential heart failure and needs to have heart surgery as soon as possible, and the operator totally dismissed it. They said only thing they can do is change the travel date within a year. Heart surgery recovery takes months and it's highly unlikely that he will be able to travel within the year, meaning he would lose his ticket and money! They said they can't do anything to help, not even change the name on the ticket so someone else can use the tickets! The most ridiculous thing I've heard!

✅ Trip Verified | Booked online months ago and the only hitch was replacement aircraft meaning chosen seats were different. I was informed of this prior to departure so could amend. Bag drop at MAN T3 wasn't smooth but I suspect that was MAN fault. Shuttle boarding was slow and delayed meaning a rush at LHR T5. The flight to CPT was full but we left more or less on time. The cabin was clean and PE was what we expected, sufficient leg and arm room plus a few little perks with drinks. Only complaint is the seats actually recline too far. Staff were very good during the first few hours of service, especially George. Food was quite tasty but one option wasn't loaded. Breakfast was also quite tasty and we landed on time. The fly in the ointment is both our cases arrived late on the carousel and only later did we notice both had been broken into, likely at CPT. All in all a pleasant surprise.

Not Verified | My initial flight was cancelled 8 hours prior the flight. Then I was automatically rescheduled for next day. Next day, the flight was delayed leaving Hamburg and missed my connecting flight to Las Vegas. Me and several other passengers spent the night in London. British Airways provided us with vouchers but the transfer bus dropped us at the wrong hotel (closest to our hotel) and told us that we can walk there if we want to. As a result, I lost two nights hotel reservations that I made in las Vegas. I opened a claim and provided all receipts to British Airways to get refund of my hotel reservations, but over 5 weeks now, not a single feedback from British Airways. I will avoid all flights with them in future, and will share this story.