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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1/10

"serious need of a makeover"

(United Kingdom)

Verified Review | Belfast to Munich via Heathrow. Today (4th July) I found I needed to change a travel date from 7th July to 6th July. I attempted to do this on BA's "Manage My Booking" for about 2 hours and, although I selected 4 different flight times, each time I thought my booking change was completed (at an extra cost of £156-199 + seat costs), I was told that my changed flights were fully booked, even though my booking included purchase of seats shown as available (quite a few). So. I contacted BA's Customer Services by phone and waited for about 20 minutes for an agent who, after saying hello and providing his name, promptly lost me. So, another 20 minutes later, I spoke to another (very caring and helpful) BA agent and she told me the only available flight changes would cost me almost +£500 onto my £218 ticket! I could have booked a new return ticket for a lot less! I am hugely unimpressed by the additional charge by BA when all the work is by me and on-line and BA can re-sell my Friday flight; the time I spent going around in circles, online, to end up with nothing and having to phone Customer Services; and the time it takes to get though to Customer Services who, clearly, are insufficiently staffed, over-worked and with limited capacity to really help. BA - you are in serious need of a makeover and self-examination to have customers, such as I, consider using you again and not tell everyone to avoid you and write reviews such as this.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBelfast to Munich via Heathrow
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
7/10

"using a Qatar Airways plane"

(United Kingdom)

Verified Review | London Heathrow to Tallinn return. Flight on time on way out. Had changed seats to row 12 (emergency) loads of legroom and row in front can't recline, so it was very comfortable. Bought a nondescript coffee. Good flight. The flight home was a surprise using a Qatar Airways plane and crew due to BA strike. Row 12 not an emergency row but more legroom than is standard on BA, a better seat on a new plane, a decent free snack and a nice small bottle of wine also free! So a good experience. Wake up BA!
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon Heathrow to Tallinn
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"living in the past century"

(Spain)

Verified Review | London Heathrow to Barcelona. I thought it would be better than a low cost airline, but it is not. In fact it is quite worse, so if you have a cheaper option, do not hesitate to go with them. The flight is full and they say you can only take on board a backpack to put under your seat but not the bag trolley. Rude people and ridiculous rules, a company living in the past century.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Barcelona
Date FlownJuly 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
2/10

"a most unpleasant flight"

(United Kingdom)

Verified Review | Dubrovnik to Gatwick. Poor ground service, chaotic boarding via airport bus. No greeting or assistance on boarding from cabin staff. The shoddy service which has become the BA norm. Forced to fly BA by tour operator, would other wise have chosen a alternative airline. Most food choices for purchase were not available. Tea was lukewarm and not pleasant. Cabin staff rude and unhelpful, a most unpleasant flight.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDubrovnik to Gatwick
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
5/10

"on par with EasyJet"

(United Kingdom)

Verified Review | Stockholm to London Heathrow. Shabby third party lounge in Stockholm. Very tired 767 aircraft. Buy on board service took ages. Crew were funny raising an eyebrow at BA's new low cost carrier concept in Europe with the expensive buy a sandwich on-board. BA are one rung about Ryanair and on par with Easyjet when it comes to customer service and delivery. Such a shame, what's happened to them. Convenient flight times and LHR departure is as good at it gets I'm afraid.
AircraftBoeing 767
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteStockholm to London Heathrow
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"recommend taking own food"

(United Kingdom)

Verified Review | London to Dubrovnik. Interesting that BA have dropped the "to fly to serve advert" Boarding was the usual unorganised shambles. Selling hand luggage only tickets only adds to the scrum in trying to place a modest size bag in the overheads. No less than three couples came on with oversized bags. In one instance, it took 3 people to lift a bag into the overheads, coming dangerously close to dropping the bag onto to the heads of seated passangers. When complaints were made to cabin crew, the response was "they are entitled to bring hand luggage" The trolley sales of refreshments took an inordinate time. Most of the choices were unavailable. Cabin crew frequently gave the wrong orders, and had great difficulty with the automated card payment system.. Would strongly recommend taking own food on BA short haul flights.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Dubrovnik
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Nothing special or memorable"

(United Kingdom)

Verified Review | Flew Accra to London Heathrow. All was going well (which in Accra means an orderly boarding), got to the end of the runway when the pilot announced that we would be returning to the stand as there was a discrepancy on the cargo load (I assume more loaded than was on the manifest). The takeoff was terminated seconds before the engines started their job. This then took an hour to sort out (with cargo being removed) - no drinks offered (this was business class I reminded myself). Once off the flight was the standard British Airways club world product. Nothing special or memorable, but at least was not full so the reaching over the dividing screen to serve did not have to happen. Tired business class product, old and tired plane (I wish BA would at least try and not show the interior is patched together with masking tape and something that looks like grouter that you would use in a bathroom). The crew don't really have much to offer now in terms of product, although they were professional if not friendly. Must be terrible working for BA now knowing that the product is so inferior to other international carriers. The inflight entertainment is dire - for regular travellers only the addition of one or two new films, with the rest of the chose the same month after month. The memento of this night flight has not changed for years - it is surely due a refresh.
AircraftBoeing 747-400
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteAccra to London Heathrow
Date FlownJuly 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

"akin to a low cost carrier"

(United Kingdom)

Verified Review | London Heathrow to Stockholm. Newish aircraft, nice leather seats but very cramped nice leather seats. Had emergency exit which was fine but others were very tight. BA is now akin to a low cost carrier in Europe. Don't expect much and you wont be disappointed. really is no different to flying Easyjet these days.
AircraftA321
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon Heathrow to Stockholm
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
6/10

"BA need to do better"

(United Kingdom)

Verified Review | Malta to Gatwick. This is for British Airways Catering Service Managers. They have invested a lot of time and money into your meal scheme so as to earn extra income rather than give free meals. Initially I was very impressed when I spied the M&S food and drink menu which does merit appreciation. However, on flight BA 2645 from Malta to Gatwick my initial feelings of happiness were swiftly gutted. I am a strict vegetarian so I was happy to see the selection of vegetarian fayre but unfortunately by the time the trolley got to me (a long time I might add) there was no veggie sandwiches, no veggie focaccia, not even mixed nuts (for heavens sake!). Of course there was plenty for the non-vegetarians. Not only that but the Couscous Salad has chicken on it but no veggie alternative. I was very disappointed and BA need to do better. For me to fly with BA again I'd need some assurances that they will care just as much for the veggie people as for the meatheads.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMalta to Gatwick
Date FlownMay 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Absolutely disgraceful"

(Australia)

Verified Review | London to Zagreb. British Airways lost my luggage on the 20th June and here I am on the 30th still trying to get some information. We came across the most ridiculous customer service agent on the 21st who advised us we were unauthorised to be enquiring about the claim because we weren't providing the correct information. When we asked him what information was incorrect he would not proceed with our call. On the 6th day when we were back at the airport to fly out we were told that the bag was delivered to our temporary address the day before, what a mess! We were told that they would try to get it on the last flight and that they would call us, when we arrived at Heathrow we went to the customer service desk to ask where we could get some information and the lady would not even let us in the line because 'there is no such thing as a place to follow up missing luggage, if you make a claim you need to just wait for a phone call. I never heard from anyone. We are back home now in Australia and I have just called to follow up the bag to which I was advised that the claim has been closed. Now I need to wait for the claim to be reopened and wait another 72hrs to get an update. Not once have we received a call from anyone, our phone bill is over $800AUS due to the amount of calls we had to make. I suggest British Airways take a good hard look at how you treat your customers who spend a hell of a lot of money to fly with your airline and take in to some consideration how you would feel being on the other side of the world with no luggage for 10 days. Absolutely disgraceful.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Zagreb
Date FlownJune 2017
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