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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7/10

"do not care for passengers"

(United Kingdom)

Verified Review | Gatwick to Bari. Employees who do not care for passengers. Queued at Club bag drop. Only 3 desks open, one busy, one with two staff talking, one with staff looking at screen. Barely greeted when it was my turn, just asked if I’d checked in on line. Cursory greeting at lounge. Ignored by cabin attendant on boarding - he pushed past me to talk to ground staff. Good on time flight with usual impeccable pilot. Bought a coffee - dreadful apparently artisan coffee. Almost no eye contact with cabin crew. Flight was a good price.
AircraftA319
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteGatwick to Bari
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"very pleasant crew "

(United Kingdom)

Verified Review | Malaga to Gatwick. Our return trip from holiday was equally pleasant. Check-in at Malaga was a breeze although security was packed even though a quiet Sunday. VIP lounge at Malaga used by BA and other airlines (apparently its the only one there) is pretty useless compared with the old BA lounge that used to be there - cost cutting ?? Guess we were spoiled by Gatwick !! Drink okay but limited, food pretty awful but seating comfortable and it is very spacious. Flight left on time and again arrived half an hour early due I guess to help from Hurricane Ophelia which I guess we were on the fringe of. In board catering and drinks up to the usual quality and very pleasant crew - chatted to the First Officer, nice man. All in all we were well looked after in this Class so can't complain.
AircraftA319
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteMalaga to Gatwick
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"food was well presented"

(United Kingdom)

Verified Review | Gatwick to Malaga. First flight with BA from new home at South Terminal at London Gatwick. Upon arrival at check-in at 6:30 a.m was a bit disappointed to see few staff available to deal with Business class passengers resulting in a 20 minute wait to sort out our bags. However, Fast Track through Customs was efficient and made up for the earlier minor irritation. New lounge in South Terminal is spacious and food and beverages up to the usual good quality, although sadly, the reduction towards a cheap airline is showing in the cracks. A319 to Malaga was uneventful and onboard food was well presented and of good quality. We arrived 30 mins ahead of schedule due to fortunate winds so cannot complain. Overall flight quality has to be excellent.
AircraftA319
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteGatwick to Malaga
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Deliberate extortion"

(France)

Verified Review | London Heathrow to Nice. Deliberate extortion by BA in my opinion. I booked an economy basic return from Nice to London with BA. Days before the outbound I had to make a change to the outbound flight and go a day earlier. I ended up buying a new single outbound flight as BA app crashed when i tried to change or cancel just the original outbound flight. In the UK I received a medsage that my return flight was ready for check in from BA. However app again gave up and said I had logged in too many times. Upon arrival at Heathrow I was told BA had cancelled my return booking as i had multiple bookings. They said I had to pay approx £350 to buy a new single ticket home, even after I explained my situation. I argued that had I been informed that they had cancelled my flight 5 days ago when they did I could have at least bought a cheaper flight. Even the day before when I got the check in open message would have allowed me to book cheaper. Eventually the customer relations manager offered a ticket for £122 (charging me again for taxes). As i needed to get back and there was no time to go to Gatwick for cheaper flight I had no choice but to pay. Terms and conditions may well tell that flight will be cancelled but when I asked ticket person how many people he thinks read t&c he said he would not like to comment.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLondon Heathrow to Nice
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
3/10

"depths to which BA have descended"

(United Kingdom)

Verified Review | Gatwick to Orlando return. Worst ever long-haul Business Class flight. We have experienced many airlines and many different classes of travel over the years but this most recent flight highlights the depths to which British Airways have descended (not the world’s favourite airline by far). We have never liked BA’s Business Class (Club World) seats since they changed over to the Yin-Yang layout of 8 seats across the cabin. The seat layout together with the poor service, meant we can honestly say this was the worst ever long-haul Business Class flight we have experienced. To this day I have never understood how from a health and safety viewpoint the CAA regulators ever allowed this seat configuration in the first place. Unless you are sat in an aisle seat, cabin crew have to reach over other passengers to pass hot drinks/meals which is just ridiculous. (True this happens in other seat classes as well but usually at a less precarious angle and generally not from behind your head!) In order to get out of the centre seats (rows E and F) and the window seats you have to climb over another passenger’s feet if they have their foot rest down and seat reclined. In the dimmed cabin lighting this is tricky and potentially dangerous; as a minimum you normally end up kicking the passenger you are climbing over. We are both able bodied but anybody less mobile would really struggle to get out into the aisle for whatever reason. You almost feel imprisoned in the centre seats and you are often also ignored because the cabin crew just pass by quickly, often from behind you so by the time you notice them, they have gone. We should not have to use a call button just to get basic service. The return leg was a night flight, the service overall was very poor, the crew just wanted to turn the lights down ASAP. The service at breakfast was also poor, the offerings were inconsistent. My wife struggled just to get an orange juice on her side of the cabin, whereas I at least got that but struggled to get a second cup of coffee. The entertainment system was archaic (very few recent film titles), the small screen resolution was very poor; this aircraft was delivered to BA in March 1999 and it shows its age. This flight might have been a few hundred pounds cheaper than competitors but in future we will pay the extra to get a decent seat and service. BA are only getting away with retaining these dreadful seats versus aisle access for everybody because the corporate passenger market is letting them. It is obvious if your employer is paying and says you can either choose to have an economy seat or one of those dreadful business class seats, you will obviously choose the business class seat and put up with the difficulties and poor service. It will be marginally better than being seated at the back; but that does not make it right. We will probably never fly BA long-haul business class (Club World) again while we are paying for the tickets unless they stop being so arrogant and re-configure their seating!
AircraftBoeing 747-400
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteGatwick to Orlando
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"I won't fly with them again"

(United Kingdom)

Verified Review | London to Abu Dhabi. I told BA at check-in that I would be interested in upgrading to Premium Economy if a window seat was available. The lady replied "can I check - you are only interested in upgrading if there is a window". I replied yes. After a series of phone calls, the upgrade was processed (I paid 149 GBP). My seat had no window or view at all as that seat is situated at the back of Premium Economy where the toilets should be. When I complained, I was told that seats could not be guaranteed so I had no complaint. No refund offered, no token gesture offered, nothing. The food was nice and the seat was very comfortable. If it wasn't for the rude customer service I would fly again. I was led to believe I could pay for a window seat and I paid in good faith. I've flown BA for years, but this year has been disappointing. I won't fly with them again.
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteLondon to Abu Dhabi
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
8/10

"Overall a good flight"

(United Kingdom)

Verified Review | Gatwick to Faro. Pretty good flight all round, and as ticket was bought in sale with car hire as well, it worked out good value. Check in area at south terminal is very nice and I was checked in very quickly, with fast track security equally quick. The new BA lounge is really well decorated and laid out with lots of nice and varied seating, interesting light fixtures and good views of the tarmac. It was early morning and breakfast was served, which was reasonably good. Although the hot options were just bacon roll, omelette roll or porridge which felt quite limited. Staff were all excellent. Boarding was quick, cabin crew friendly although no pre flight drink at all offered. This was an older aircraft with the old style seating, but the aircraft was clean and didn’t show much sign of age. The seats are comfortable enough, although legroom is not amazing. I was lucky enough to be in the front row so had more than most. The cooked breakfast was actually fairly good I think, nothing world shattering but decently cooked and fairly good quality ingredients. Disembarkation was quick enough, although bags took quite a while. Priority baggage didn’t seem to count for a lot, and annoyingly my priority bag tag had come off and ended up being one of the last bags. Overall a good flight.
AircraftA319
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteGatwick to Faro
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"true case of rip-off BA"

(United Kingdom)

Verified Review | London to Madrid in economy class. Late booking and quite an expensive ticket to fly from Heathrow. Online check in and no luggage to check in so airport process was okay. Boarding quite efficient. Cabin was dirty - carpets, table and windows all unpleasant and cannot believe a cleaner set foot from the earlier flight. Everything pay onboard if you want to eat or drink, choice okay in brochure but the speed for serving this was awful. Staff seemed to have real problems with all card payments, and became bad tempered towards those of us wanting to buy. I wouldn't have minded on a cheap ticket, but this was not a true case of rip-off BA in 2017. Will avoid if possible.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLondon Heathrow to Madrid
Date FlownOctober 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"staff were insanely rude2

(United Kingdom)

Verified Review | I was told on the Saturday that my hand luggage was fine (the right size) by BA staff at Geneva airport - it was physically inspected. Then, on Monday, I was ordered to pay £65 (83 Francs). Staff at the airport were insanely rude (to be honest, the supervisor particularly). Their customer service is also awful. It's a joke of an airline compared to competitors like Qatar. When filing a complaint, they did not respond for 3 weeks. They only responded when I chased them up, said waiting time is actually 4 weeks. Can you believe that? The explanation was their IT system failed in May 2017, an internal matter which they clearly still not resolved.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteGeneva to London
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
4/10

"truly disappointed with BA"

(Cayman Islands)

Verified Review | Grand Cayman to London. I can't comprehend is why a flight that sums up to about 12 hours of travel across the Atlantic Ocean, only allows 1 check in free bag for economy class. Upon returning to GCM from LON on October 6, 2017, I had to pay £290 for additional baggage. Particularly for university students (such as myself) who migrate from such distances to achieve good education. In addition to the disgusting rates for additional baggage, has BA gotten so cheap that they no longer provide a complimentary travel toothbrush, toothpaste & eye mask for 12 hour flights? That was one of the things I appreciated most about BA as it made me feel valued. I am truly disappointed with BA these days and whenever the day comes that another airline travels directly to LON from GCM you guarantee I WILL abandon BA!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteGrand Cayman to London
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 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