British Airways

Customer Reviews

4 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 3778 reviews
5/10
4 star Skytrax Rating
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3/10

"budget airlines can do better"

(United Kingdom)

Trip Verified | Our original flight was cancelled as my wife and I were just disembarking from a cruise ship. We were then advised shortly after by SMS that we had been automatically re-booked on a flight the next day, to London Heathrow. This was not a lot of good when our car was parked at Gatwick. I managed to get through to BA and was given a new booking to Gatwick also the following day. We were offered no other assistance by the airline. The following day we turned up at the airport to find the new flight was running 40 minutes late. Having eventually boarded the aircraft, we stayed at the gate for about 45 minutes before the captain deigned to tell us that the delay was being caused by problems at Barcelona airport. Shortly thereafter the captain advised us that we might wait for another two hours, so we would be given water. This was quickly superseded by a further announcement that a slot had become available at short notice, so no water was served. The real horror of this flight, however, was British Airways new food service, whereby passengers buy food and pay by card/Avios. This simply does not work. After one hour in the air, the trolley had moved about nine rows from the front of the cabin. Eventually a flight attendant attempted to work from the back forward by running backwards and forwards from the trolley. About 20 minutes from touchdown he reached us and we asked for two cans of drink and a packet of crisps (potato chips). He returned to tell us he had no crisps and only one can, which we duly shared between us. Having been on the aircraft for three and a half hours, this was the only refreshment we could obtain. I consider this to be completely unacceptable. If this is the level of service we can now expect from British Airways, there is no point traveling with them. The budget airlines can do better at lower cost.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBarcelona to Gatwick
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"little value for money"

(United Kingdom)

Trip Verified | Hong Kong to London. This was my first Business Class trip on BA, as I mostly use Emirates or Cathay Pacific. In comparison, BA offers a very low standard. The flight attendant who served the section where I was seated couldn't have cared less. No greetings when passengers boarded the plane, no offer of help. He asked for my drink order but never delivered the drink. No second drink was offered. The toilet hadn't been cleaned properly before boarding, and during the flight, one of the two washrooms became unusable, resulting in long queues. The seating arrangement - having to face a stranger who sits in the opposite direction- is uncomfortable. Overall, appalling quality and little value for money.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteHong Kong to London
Date FlownJune 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"above-and-beyond service"

(United States)

Trip Verified | Washington to Bucharest return via London. I was originally booked in World Traveller Plus but at Dulles check-in was offered a Club World upgrade at just $499 more which I accepted - resulting flight was very comfortable with good food and top-drawer service. The two London-Bucharest sectors both went well. But all this was just a prelude to my return trip. While in Bucharest I sustained a fall and although I wasn't seriously hurt it was still difficult to walk long distances especially with heavy luggage. At the Bucharest airport bag drop the agent noticed my situation and offered assistance, which I accepted - and was promptly wheeled through security, passport control and the (very long) corridors to the gate, then put aboard the plane. On arrival in London I was met by more assistance to whisk me through the vastness of T5 and onto the plane, this time with the pleasant surprise of another Club World upgrade (this time for free). Once on the plane back to Washington the cabin crew couldn't do enough for me, checking how I was doing, going through meal choices (the menu this time round was a bit heavy on cheese and other dairy items I really can't eat but ultimately I still ate well), getting me drinks, and more. They were as professional and proactive a crew as I've ever experienced in 40 years of long-haul travel. Finally, once arrived at Dulles more assistance was waiting, right up to getting my cab. What could have been an ordeal on this return trip was turned into as relaxing and satisfying a travel experience as can be imagined - through the years I've had mostly excellent experiences with BA cabin crews and that's a big reason why I've stayed with BA all these years and will continue to do so. But a big standing ovation for the cabin and ground crews for these flights for above-and-beyond service - you're the best.
AircraftBoeing 747 / A320
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteWashington to Bucharest via London
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"expensive low cost airline"

(United Kingdom)

Trip Verified | London to Warsaw. BA European service is becoming like an expensive low cost airline. The price of seat selection still remains high. The seat on the outbound flight is not even reclining and it was a 2-hour flight. You can always feel the elbows of the passengers next to you whenever someone is moving. I didn't buy any food or drink onboard, although I reckon it's not badly priced. The inbound flight was on an older A320, in which the seat was reclining.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Warsaw
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"nearly three hours late"

(United Kingdom)

Trip Verified | London to Istanbul. Due to poor weather conditions at LHR, the flight was initially delayed by 2 hours which is quite understandable. When the passengers were informed of the gate, everyone gathered at the 'A' gate in T5. Then, no announcement and the ground staff were in a world of their own. Next, there is a screen notice that the flight will depart from a C gate. Everyone rushes to the one of the last of the 'C' gates. Once on board, the dreaded announcement that the flight will be delayed by another hour. The flight finally takes off nearly three hours late. After a while, the crew comes with the M&S gibberish but passengers are so hungry that by the time the crew serve the fifth row in economy the sandwiches are all over and I had packet of crisps and a diet coke for dinner. The flight arrived in Istanbul three hours late and to add insult to injury, the aircraft stops at a remote gate and we have to trek to the terminal.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Istanbul
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
6/10

"a hit-or-miss affair"

(United Kingdom)

Trip Verified | London to Cape Town. Flying first class with British Airways is a hit-or-miss affair. But having secured a couple of return flights to Cape Town with Avios, our expectations were running high as we entrusted our car to the meet and greet parking. Unfortunately, Terminal 3 isn't the best starting point and Galleries First lacks glamour - or decent champagnes. The food on offer is adequate, although hardly first class. Hoping for better on board, we didn't use the sit down menu. Boarding was on time and according to BA's new group allocation. Our seats - 2K and 3K - were a first for us, as we've previously gone for pairs in the centre. But seats A and K are definitely superior, with more storage space and better privacy. However, there's no escaping the fact that the relatively recent first class refit is in a relatively ancient plane, particularly when one inspects the shabby state of fittings in the toilets and galley. The IFE is also showing its age and badly in need of an upgrade. But at least it didn't require rebooting on our flight. Cabin crew in first were the usual mixed bag. The FA looking after our side seemed to be in the wrong job. Food was better than usual, although a malfunctioning oven meant that we had to wait 30 minutes for our hot breakfast. Landing was ahead of schedule and we were through immigration and baggage reclaim within 15 minutes. Overall, a decent flight but let down by the attitude of the cabin crew and the age of the plane.
AircraftBoeing 747-400
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteLondon to Cape Town
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
4/10

"Avios program is nearly worthless"

(United States)

Trip Verified | London to Hamburg. Typically if I fly BA it is SFO or LAX to LHR. This time I flew them from Miami via Tampa thru LHR to Hamburg. Using their Avios points I secured a first class seat which of course is a scam because BA charges you fees and surcharges to use those points at $500 per direction. Their Miami operation appears to be a poor second class cousin to American as they use two of their ticketing and check in kiosks plus share the American premium class (not) lounge. All the american processed slices of cheese and bologna you can eat with free booze is not what I call a premium lounge. The BA gate in the dreadful E terminal is not even on the main floor but downstairs. People jammed up to the entry points for boarding which creates a mess of boarding people by sections. Boarding was like a cattle call. BA flies one of its oldest B747 into Miami and it showed even in first. The seats were of the older design and it appeared the carpet was recent but the cabin smelled of moldy carpet. The service and food was surprisingly good compared to their service out of California. The flight was late leaving and late arriving, and this Miami flight does not dock in terminal 5. Rather terminal 3 and requiring its passengers to take shuttle buses to the other terminals which is what I did for my connection to Hamburg. In the end I decided I was done with BA because their service model for premium passengers has hit rock bottom. Their Avios program is nearly worthless on any premium class booking or on its partner airlines. Try using BA points on American or Cathay or even Alaska and you will find it impossible regardless how far in advance you try.
AircraftBoeing 747
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteMiami to Hamburg via London
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"unhelpful and unprofessional"

(Hong Kong)

Trip Verified | Turin to London Gatwick. Rubbish check-in service, as bad as Ryanair. I show the staff my mobile boarding pass, checked website that I have 2 x 32 kg bags checked allowance. One bag was over 23 kg (27/28), they refused to honour the 32 kg allowance and told me I will risk myself to miss the flight and not able to check in. They were so rude and unhelpful. Boarding was with the same unhelpful and unprofessional staff with the very arrogant manner. Flight was delayed without the checked-in agent saying anything, after all passengers board they start to tell people there will be an hour or so delay due to weather. At the very least the young crew serve passenger complimentary juice or water during the wait.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTurin to London Gatwick
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"There is not a hotline"

(Germany)

Trip Verified | When I checked in the evening before for the 7am flight, it looked like only 40% of seats were occupied. 2 hrs before flight they cancelled it without rebooking or explanation. There is not a hotline to call.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteFrankfurt to London Cuty
Date FlownMay 2018
Value For Money 12345
no
1/10

"7 hours later no luggage"

(United Kingdom)

Trip Verified | BA’s reputation has been declining for years so I don’t use them. For various reasons I had to for a flight for Madrid. I had hand luggage. They texted asking for the hand luggage to be checked in as the flight was busy. I did and they lost it. 7 hours later no luggage or idea where it is. No compensation - only after 12 hours and for a small amount. Ridiculous airline which has managed to lose its prestige and good will. Lagging significantly behind EasyJet in all aspects.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Madrid
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no

British Airways Photos

British Airways is the flag carrier of the United Kingdom, with its main hub being at London Heathrow Airport where it operates from Terminal 5 and Terminal 3. The airline also has substantial operations from Gatwick Airport. British Airways is a member of Onweworld alliance, and part of International Airlines Group (IAG).

FIRST CLASS

British Airways offers First Class on many long haul routes operated by widebody aircraft (Boeing 747-400, Boeing 777, Boeing 787 and the A380). Most aircraft have 14 flat-bed seats in First Class, and 8 seats on the Boeing 787-9.

flat_seatsFlat bed seat / suite
power_iconIn-seat &/or USB power
No WiFiOnboard WiFi
AVODAudio / video on demand
DiningOn demand dining
WinesFine wines & beverage service
SleepingPillows & duvet / blanket
PyjamasPyjamas / Sleepsuit
AmenitiesAmenity kit

BUSINESS CLASS

Branded as Club World for long haul and Club Europe for short haul services, British Airways was one of the pioneers of flat bed seats in long haul business class. The product is overdue an upgrade, with the seat layout on a Boeing 777 being 8-across in contrast to the more standard 4-across layout. British Airways Club Europe cabin uses a standard Economy class seat, with the middle of each 3-across section left empty. British Airways charges business class customers to reserve seats for both long haul and short haul flights..

LONG HAUL
flat_seatsFlat bed seat
power_iconIn-seat &/or USB power
No WiFiOnboard WiFi
AVODAudio / video on demand
On demand dining
SleepingPillows & duvet / blanket
PyjamasPyjamas / Sleepsuit
AmenitiesAmenity kit

SHORT HAUL
Seat pitchSeat pitch : 31 ins
Seat widthSeat width : 17 ins
In-seat &/or USB power
No WiFiOnboard WiFi
Inflight entertainment
DiningComplimentary meal / snack

PREMIUM ECONOMY

British Airways offers a premium economy cabin on their long haul / widebody aircraft, branded as World Traveller Plus. With the exception of the larger seat, the onboard service and product varies little to the standard long haul Economy class.

Seat pitchSeat pitch : 38 ins
Seat widthSeat width : 18.5 ins
No WiFiOnboard WiFi
power_iconUSB power
AVODAudio / video on demand
DiningComplimentary meal
WinesComplimentary beverages & wines
SleepingPillow / blanket

ECONOMY CLASS

British Airways has been reducing economy class standards recently and now charge for all food and beverages on short haul services. Further cuts are expected to their long haul product standards. The cabins are branded as World Traveller for long haul, and EuroTraveller for short haul.

LONG HAUL
Seat pitchSeat pitch : 31 ins
Seat widthSeat width : 17.5 ins
No WiFiOnboard WiFi
power_iconUSB power
AVODAudio / video on demand
DiningComplimentary meal
WinesComplimentary beverages & wines
SleepingPillow / blanket

SHORT HAUL
Seat pitchSeat pitch : 29-30 ins
Seat widthSeat width : 17 ins
In-seat &/or USB power
No WiFiOnboard WiFi
Inflight entertainment
Complimentary meal / beverages