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 3777 reviews
5/10
4 star Skytrax Rating
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7/10

"generous hand luggage rules"

(Germany)

Trip Verified | Munich to London-Heathrow with British Airways. While British Airways is more or less in the same price range as Lufthansa, no complimentary food or drinks were served. Crew was friendly. The departure was from Terminal 1 in Munich, which is by far not as nice as the newer terminal 2. And arrival at Terminal 5 in Heathrow which is not as nice/easy as the new Star alliance Queens Terminal 2. No WiFi, personal device entertainment or onboard monitors on my flight. Seat reservation too expensive in my eyes. British airways has one big advantage though: the generous hand luggage rules.
AircraftA321
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMunich to London
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
7/10

"Cabin crew were efficient"

(Singapore)

Trip Verified | This was an early morning flight from Heathrow to Keflavik. The flight was not very full. Shortly after take off, the cabin crew came around to sell M&S snacks and drinks reasonably priced. This was a typical intra-European flight on British Airways where food and drinks are for sale. Cabin crew were efficient. I had the exit row seat so leg room was more than adequate.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Reykjavik
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"very poor cabin service"

(United Kingdom)

Trip Verified | Cape Town to London. Dated aircraft, very poor cabin service, semi inedible food and the inevitable entertainment system crash made for a very poor journey. The cabin crew clearly regarded us as an intrusion and I do not feel that I should be having to ask for a drink with my main meal, surely we should have been offered something as a matter of course. I used to be happy to pay more to fly BA, now I pay extra not to.
AircraftBoeing 747-400
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteCape Town to London
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

"almost a low fare airline"

(United States)

Trip Verified | Washington to Prague via London. I have flown them several times in the past, but not for a number of years. I remember them as not a "top of the line" airline, but better than average. This time it seemed that any nice things have been dropped (hot towels as you neared your destination), and they have become almost a low fare airline. You pay for reserving seats, on shorter flights you pay for food, etc. The seating on the Boeing 787 seemed very cramped. It is said to be 31" but seemed like less. On the return flight on May 3rd, two of the lavatories went out of service. The A320 from London to Prague seemed to have more seat room, but the seats were very hard. They may be the new "slimline" seats, I'm not sure, but they were very uncomfortable even for a two hour flight. Also, on the Washington to LHR flight we had printed out boarding passes at home. The agent at Washington printed out additional ones and said we should use them, but when we got to security she had printed out two for me and none for my wife. It was lucky we still had the one we printed out at home. I won't say that I will not fly them again, but I will definitely compare prices in the future. They aren't worth any extra cost.
AircraftBoeing 787 / A320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteWashington to Prague via London
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"shameful for BA management"

(France)

Trip Verified | London to Washington. Apart from the space, nothing nothing was First class, not even the comfort. Crew was hardly more attentive to service than in coach. Food which used to be fantastic is just eatable, no more. Wines which were the best in the sky when Jancis Robinson and Hugh Johnson made the selection (apart from a good white champagne, but mediocre rosé) are at the level of a business class. And my seat did not have sound from the audio/video system: so they moved me. And an hour later the whole system stopped without the crew apologizing. Needless to say no wifi! Apart from their LHR First and Concorde Room lounges at LHR which remain great, BA is now no better than a 3 star airline. Sad for the clients and shameful for BA management.
AircraftBoeing 747
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteLondon to Washington
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

"close call to make connections"

(United States)

Trip Verified | I had called the British Airways customer service staff to ask about my plane change at London Heathrow from Washington Dulles to Glasgow. I was told that clearing border control would be done at final destination at Glasgow, but this was not true. Passengers arriving into London Heathrow from international and connecting to domestic flights have to clear UK border control, long lines and then security screen again, before gaining access to flights. Even with mobility assistance and a fast track card and 80 minutes between flights, it was a close call to make connections.
AircraftBoeing 747
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteWashington to Glasgow via London
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"I had to buy a new return ticket"

(Canada)

Trip Verified | London to Montreal. I did my online check-in the night before and left to go to the airport. I arrived at the airport 2.5 hours in advance, went to a kiosk to print my boarding pass, and the kiosk wasn't working, so I proceeded to the BA counter to get my pass and check in my luggage. I was in line for approximately 15 minutes when we were all told to switch lines. The line we were moved to was substantially longer however I was patient. By the time I got to the desk, an hour had passed, and I had a bit over an hour left to my flight. I figured this was tight but all the while manageable since I trusted BA's system. The woman at the counter asked me where I was going and when I said Montreal, she looked at me and said "you won't make it". I explained the situation how I had been in the airport for several hours already and that I was in line for 1 hour. She just told me I needed to go to the missed flight counter. I got to the counter and they informed me that I had to buy a new return ticket. My original return ticket cost me $800, my return cost me $1350. I had no choice but to buy the ticket. I also had to stay in a hotel and then take a bus to Gatwick airport the following morning. Once I arrived back in Montreal I called BA Customer Services and they told me that it was protocol to put me on standby and not make me purchase a new ticket, and that I could get a refund, if not for the new flight, then for the $400 of the flight I missed. Imagine my shock after spending an additional $1500 CAD all in. When I escalated my complaint, they did not address my case for over a month and once they did they just said we cannot refund you, and that was that.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Montreal
Date FlownMarch 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

"legroom was insufficient"

(Netherlands)

Trip Verified | Tokyo to Amsterdam via London. On the evening before departure I received an email from BA the flight would be delayed for one hour but we were urged to get to the airport on the original time in case there wouldn't be a delay. In the end the aircraft left Tokyo Haneda with a 90 minutes delay. Baggage drop off was smooth and was handled with Japanese politeness. If you have the choice to fly from NRT or HND I would definitely choose HND because it's much more conveniently located to downtown Tokyo. The aircraft was parked at a remote stand and we were bussed to the aircraft, adding more time to the delay we already had. I didn't like the seats on the 777. I found them quite uncomfortable and the legroom was insufficient, especially when you have an instant recline type passenger in front of you. On the window and aisle seats, there's also the IFE box so there's no place for both feet. The meal was a joke and there was no choise. Inflight entertainment is not up to date, small screens with low brightness. The crew was not very friendly. When I went to the galley for a drink I was was urged to return to my seat instead of drinking in the galley and stretching my legs. The second meal service was rushed. We've got our meals and after 5 minutes the crew returned to pick up the trays because we were already descending to LHR. Luckily I've made it to my connecting flight to Amsterdam because I had a short connection. The A320 flight to Amsterdam departed ahead of schedule. There's nothing special to write about this short flight although one round of drinks would have been nice. Unfortunately BA decided to cut the the service on European flights in the race to the bottom.
AircraftBoeing 777-300ER / A320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTokyo to Amsterdam via London
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

"service was quite prompt"

(United Kingdom)

Trip Verified | Check-in at Vienna Airport was painless. BA uses Air Lounge at Vienna and was adequate with enough seating and food was okay. Boarding was a scrum as there was no priority given to Club Europe passengers. The flight wasn’t full therefore service was quite prompt. I found the crew to be quite engaging and friendly and were happy to talk to. The food was quite mediocre which consisted of afternoon tea scones and miniscule sandwiches. One passenger wasn’t very happy with the serving and the crew tried her hardest to explain what afternoon tea was. Business class was quite average to be honest. Will fly Club Europe again maybe depending on which route and price. BA has a lot of catching up to do compare to other carrier within Europe.
AircraftA320
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteVienna to London Heathrow
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"pathetic cost cutting antics"

(United Kingdom)

Trip Verified | Took a day trip to Vienna with British Airways, booked at the last minute. Flying out at 0720 on a Sunday and having an early start to get to the airport I was looking forward to getting some sleep on the flight. Having never usually been a problem, I boarded the aircraft and asked if it would be possible to get a pillow and blanket, to be told by a member of crew that these are not for economy passengers – only business. Freezing temperature onboard the aircraft, so managed to get limited sleep – another example of BA’s pathetic cost cutting antics and demonstrates the non-existence of customer service within the airline. Despite it being one of the first flights out of Heathrow, with no queue for departure and perfect weather conditions – we still managed to arrive about 20 minutes late into Vienna – quite as to how, is beyond me. I'll be sticking to easyJet until British Airways once again starts to value it’s passengers, as currently they couldn’t care less.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon Heathrow to Vienna
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 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