British Airways customer review
L Carini (United States)
✅ Trip Verified | We have been loyal customers with British Airways since I was a little girl. Every summer we booked airline tickets with this company to visit my grandparents in Italy. On October 17th I booked 3 airline tickets to visit my grandparents leaving October 31st coming back November 12th as my grandfather was very sick and didn’t have much longer to live. On October 19th my grandfather passed away. We put in a cancellation/refund request because the sole purpose was to see him one last time. As British Airways did refund us for our tickets but refused to refund us $150 of our seats even though we never used their services. This has been frustrating to deal with on top of the loss of my grandfather. In addition, every employee we have spoken to on the phone had probably the worse customer service experience I’ve ever encountered. I am beyond disappointed with this company and neither my family nor I will fly with them in the future.
| Type Of Traveller | Family Leisure |
| Seat Type | Economy Class |
| Route | Los Angeles to Rome via London |
| Date Flown | October 2018 |
| Value For Money | 12345 |
| Recommended | no |
"a very enjoyable flight"
3 reviews James Byrne (United Kingdom)
✅ Trip Verified | Gatwick to Las Vegas. Boarding by group number seemed to work well at Gatwick, we took off ahead of schedule and service commenced about 45 min after take off. The crew seemed relaxed and happy and worked well as a team. BA have improved their inflight menu and it shows as the quality of the food was one of the best I’ve ever had on a long haul flight. The aircraft was old and dated and the IFE was a throwback to the 90’s with unresponsive touch screen and hard to watch quality as we all so used to HD quality these days. All in all a very enjoyable flight.
| Type Of Traveller | Family Leisure |
| Seat Type | Economy Class |
| Route | Gatwick to Las Vegas |
| Date Flown | December 2018 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Wifi & Connectivity | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
"Premium Economy is a joke"
P Downing (United Kingdom)
Not Verified | Nassau to London. Premium Economy on BA is a joke. Highlighted by my Friday morning 7am breakfast. A glass of water and a breakfast box containing a cold, sealed in plastic, Croissant and an equally sealed Banana Bread/Cake. No hot food/drink; awful. That after a night battling with intermittent service on the seat back screen, a screen no larger than in Economy. The only benefit for the money was early off the plane with luggage prioritised to the collection area. The extra leg room was about OK but the seat was simply uncomfortable for a 6/2 225lb male - yes large but not obese. BA Premium Economy - forget it. Other airlines do this better.
| Aircraft | Boeing 777 |
| Type Of Traveller | Couple Leisure |
| Seat Type | Premium Economy |
| Route | Nassau to London |
| Date Flown | November 2018 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"gesture of professionalism"
N Heane (Ghana)
✅ Trip Verified | Phoenix to Accra via London. I had a great Customer service treatment at the check in at Phoenix by the young lady who checked me in. She was very professional and handled my check in process excellently. My entire trip was great and I really was treated very well also on my final leg to Accra by the BA staff in London as well. Just want to appreciate this gesture of professionalism by the staff.
| Aircraft | Boeing 747 |
| Type Of Traveller | Business |
| Seat Type | Business Class |
| Route | Phoenix to Accra via London |
| Date Flown | November 2018 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
"Not exactly best of British"
T Marston (United Kingdom)
✅ Trip Verified | Manchester to London. The bag drop process took an hour even though I had checked in already. The staff offered little apology, explaining that there was a big group ahead and they could do nothing about this. Staff on the flight were clumsy and rude - one attendant dropped a water bottle on my shoulder and offered the merest apology. Another flight attendant didn’t bother to ask customers in the last rows if they wanted refreshments. Not exactly best of British, and I’ll certainly not be recommending!
| Type Of Traveller | Solo Leisure |
| Seat Type | Economy Class |
| Route | Manchester to London |
| Date Flown | November 2018 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"miserable customer service"
2 reviews Joerg Boese (Germany)
✅ Trip Verified | San Diego to Hannover via London. I booked on ba.com, the longer flights both ways in premium economy. On the return I was informed at San Diego that the American Airlines flight into DFW was severely delayed and I would miss my flight into London. American Airlines could book me on a later flight the same day, but had only coach available. If I insisted on premier economy I could fly in 3 days. I took the coach and American assured my that BA would refund the fare difference for this downgrade. After arrival at home I contacted BA on their website to refund the fare difference. A bizarre exchange followed. First they said you did not buy any upgraded seat. I told them to look at the ticket. You can't get a refund because the economy class seat was much more expensive that the booked premium economy seat. I contacted BA Germany who said you get a refund, but you booked this with a travel agent, so we are not in charge. I booked with BA on their website. They saidthey would send this to London so they can compute the refund, but then you can't get a refund because your seat was much more expensive than the premium seat you booked months in advance. The change in booking was the sole fault of the delayed American Airlines flight. This is miserable customer service.
| Aircraft | Boeing 777 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Economy Class |
| Route | San Diego to Hannover via London |
| Date Flown | November 2018 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"not offered any assistance"
Sally Macdonald (United Kingdom)
✅ Trip Verified | London Heathrow to Stuttgart. Absolutely disgusted with BA. my husband was asked to put his one piece of hand luggage in the hold due to the flight being busy and he agreed. BA had one job to do - put it in the hold and make sure it arrives in Stuttgart. This has proven too difficult. The bag is lost and they have not offered any assistance or support.
| Type Of Traveller | Business |
| Seat Type | Economy Class |
| Route | London Heathrow to Stuttgart |
| Date Flown | November 2018 |
| Seat Comfort | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"an excellent flight"
31 reviews David Ellis (United Kingdom)
✅ Trip Verified | London to Johannesburg. Turning right to the first wing at T5 was a new experience for us. It was all pretty slick, although the guy at check-in wasn't exactly Mr Convivial. The Concorde Room was impressive, too - particularly the terrace with its quirky interior design, overlooking the main concourse. Boarding involved lining up according to group. This smacked a bit of low-cost airlines, but I guess that's necessary with all the passengers on a double-decker plane. The first cabin on the A380 is definitely more spacious than on a 747 and the 'suites' also had more room and extra storage space. The dividers seemed higher, too, giving better privacy. The fact that the cabin was only half full was another bonus. Cabin crew were friendly, attentive and thoroughly professional. Food was good, too, and demonstrated that airline food can be of restaurant quality if the cabin crew use reheating facilities properly. The wines on offer were a good selection, including the fabulous LPGS, and we enjoyed some wine tasting. Sleep quality was considerably better than Club World, although the cabin temperature was a little high. Overall, an excellent flight that fully met the brief of first class travel.
| Aircraft | A380 |
| Type Of Traveller | Couple Leisure |
| Seat Type | First Class |
| Route | London to Johannesburg |
| Date Flown | November 2018 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
"Completely inadequate service"
C Beale (United Kingdom)
✅ Trip Verified | Having booked BA Business Class and paid extra for the seat selection on the Boeing 787, I was disappointed to have the flight re-scheduled. I rejected BA's offer of flying on Belgian Air and had to change my flight to get a different BA aircraft. When I booked in the window seat selections had been lost. My husband and I were forced to sit separately. At the booking in I was told that they could not find "proof" that I had paid for selected seats. I could not prove the payment because the booking number had changed with the new flights. Spooning with a stranger in the centre isle was not the trip I planned. On the return flight (again, sitting apart from my husband) my TV did not work. The staff could not have been nicer, but could not find an alternative seat. On return, BA customer complaints offered a £400 voucher on my next flight. Despite sending two detailed messages, I received the same response. Completely inadequate service by BA (not the flight attendants) in delivering the flights I paid for and dealing with the complaints.
| Type Of Traveller | Business |
| Seat Type | Business Class |
| Route | London to Dubai |
| Date Flown | November 2018 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Wifi & Connectivity | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"the staff were very helpful"
S Kane (Canada)
✅ Trip Verified | Vancouver to London Heathrow. I chose to fly with them because I had been told they were good for families and as I was traveling with my 8 month old alone this was what I needed. The booking process was not smooth and very stressful, I have to call customer service multiple times and they need to improve their customer service call center. The 2 flights were great though, the staff both on the ground and in the air were very helpful and did everything they could to ensure I was doing ok. The crew came around often with drinks and the food was ok I was first given a cot for my baby. I originally wanted a one of the Britax seats they have but was talked out it saying my baby would be more comfortable in the cot, nope! He was too big and could not lie straight so I asked for it to be switched out and he was asleep with 15 minutes. All the toilets in economy were out of order at least 3 hours before we reached our destination so everyone had to used the business class toilets, I'm sure that was annoying for the people seated there and lines were constant.
| Aircraft | Boeing 747-400 |
| Type Of Traveller | Family Leisure |
| Seat Type | Economy Class |
| Route | Vancouver to London Heathrow |
| Date Flown | November 2018 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
Flat bed seat / suite
In-seat &/or USB power
Onboard WiFi
Audio / video on demand
On demand dining
Fine wines & beverage service
Pillows & duvet / blanket
Pyjamas / Sleepsuit
Amenity kit
On demand dining
Seat pitch : 31 ins
Seat width : 17 ins
In-seat &/or USB power
Inflight entertainment
