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

"They are truly incompetent"

(United Kingdom)

Verified Review | Manchester to Philadelphia. I booked my flights through British Airways, but the flights were American Airlines. I booked a gluten free meal both ways, using the field in the booking form that BA had provided. When the meals came round, I was told that BA had not passed on my dietary requirements, and all they could offer me was a small salad (half a tomato and some lettuce). When I landed, I emailed British Airways to complain, and ask them to ensure I had a gluten free meal on my return. I received no reply, and again there was no food for me on the flight. After countless emails, I finally received a message telling me that even though British Airways had a field on their form to ask for my dietary requirements, I should have contacted American Airlines to request it. British Airways apparently pick and choose which information they send to the carrier airlines. I told them that they shouldn't ask for information that they don't intent to pass on, but was met with the same 'you should have requested it better' line. They are truly incompetent, at one point they started talking about my child - which I don't have. 0/10 for customer service.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteManchester to Philadelphia
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"attentive and good natured"

(United Kingdom)

Verified Review | Just landed from the second of two flights in First between London and Kuala Lumpur and on both legs, the experience was exceptional. Chose seats 1E and 1F on both legs for my partner and I, and seats were clean, well maintained, fully functioning and very comfortable. Ground service at T5 is a vast improvement with the new First Wing; passed through quickly and met by attentive staff, with prompt and professional service in the Concorde Room. Golden Lounge at Kuala Lumpur less inspiring but staff very good and nice dinner menu. Onboard the staff on both legs were professional, friendly, intuitive, attentive and good natured, and they went out of their way to accommodate our dining requests. Flowers in the bathroom (which was kept clean, though a second bathroom would be helpful as had to wait at times) and amuse bouche provided. Plenty of wine, no shortage of food and nothing ran out - my glass was never empty and the crew knew when to make the bed up without having to ask. These flights reminded of why we fly with BA and remain loyal to them.
AircraftBoeing 787-9
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteKuala Lumpur to London
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"Baggage had not been loaded"

(United Kingdom)

Verified Review | Frankfurt to London Heathrow. Three bags belonging to self and colleague checked 26 June at Frankfurt on the 1720 flight to London, 2.5 hrs before flight. Flight arrived in London (40 mins late) and 1 of 3 bags appeared on carousel (a business flight with virtually no checked baggage on it). Courteous Customer Service personnel in Baggage Hall took details - noted that "Baggage had not been loaded". Promised that bags would be sent on first flight the next day and should be delivered to our office by 12.00 noon. Nothing, and still waiting for delivery at 1510 three days later. How and why 1 out of 3 delivered, and why 48 hours for delivery?
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteFrankfurt to London Heathrow
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Club World is now very tired and worn"

(Ghana)

Verified Review | British Airways business class Heathrow to Accra as the BBC reported "The most delay-afflicted route. 85 out of 122 - or 70% - of flights on this route were delayed by over 30 minutes last summer". As a regular on this route I can verify these unacceptable delays. Indeed my flight the delay was, as usual, over an hour. The Club World product is now very tired and worn - no updates to it despite the constant updates by other carriers. The BA crew were fine, but not given good enough product tools to outshine other airlines. Usual chaotic boarding process for this flight - the airlines knows it will have issues with hand luggage, but always board the plane with only thirty minutes to departure. It will never work on this routing. When will BA learn? The seating in the usual BA format for business class is just not keeping up with other airlines - including One World members like Qatar, American or Royal Jordanian. The constant having to lower the divider between seats to serve is both rude and poor service. The comfort is now more akin to Ethiopian Airlines on their older aircraft rather than that expected of BA. The LHR-ACC-LHR route is a money maker for BA - they use their old and tired aircraft on the route and milk it for all it is worth. Air France and KLM probably offer a better business class service on this route. A great shame to see one of the previously great airlines go down and down in standard.
AircraftBoeing 747
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteHeathrow to Accra
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"airline is a national disgrace"

(United Kingdom)

Verified Review | London Heathrow to Seattle. I haven’t even taken this flight yet and I am totally disillusioned. I have flown with British Airways 3 times out of Manchester and on each occasion the aircraft has had technical problems and this has caused me to miss my long haul connecting flight. On this occasion I have decided to drive down to London Heathrow to avoid this issue and now there will be a strike! I telephoned BA customer service today to ask about the laptop situation, after pressing many buttons I was informed all the lines are busy and cut off. I will never book a flight with BA again, even if this means I have a long layover or connection time. This airline is a national disgrace and the British flag should be removed from the livery. If I get on the flight, I will let you know how it is!
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteLondon Heathrow to Seattle
Date FlownJune 2017
Ground Service 12345
Value For Money 12345
no
1/10

"they are failing dismally"

(United Kingdom)

Verified Review | On the 13th June 2017 I travelled from Mykonos to London Heathrow on BA 651. If British airways are trying to compete with budget airlines they are failing dismally. We were two hours into a four hour flight before the refreshment trolley reached us only to be informed that there were no sandwiches left for us to purchase. All we were offered was a packet of peanuts or a packet of two biscuits. This flight left around lunchtime and I would have thought it would be obvious there would be a large demand for something to eat. To add to the problems of no refreshment being available there was only one card machine in operation. If there is going to be a no cash policy then make sure your staff have the tools to work with. I have today received a telephone call from BA following my initial complaint which really served no purpose. It was a case of sorry but we are working to improve the service which doesn't help me. A service which was very good before the cost cutting. 'We fly to serve' I somehow don't think so anymore. Easy jet, Ryanair and other budget airlines must be clapping their hands with joy as they will benefit from this shambles. I cannot imagine flying with BA again.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMykonos to London
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"I will no longer pick BA"

(United Kingdom)

Verified Review | I was flying back from Zurich to Heathrow after a visit to see my son. We arrived in time at the airport. Check in was quick and friendly. But once we got through security the trauma of BA began. A 2 hour delay on the screen. Why didn't they tell us at check-in? Yes, they did know as it transpired the flight had a problem earlier in the day. Once the boarding began all was okay until we got on one of BAs old planes with the most sullen crew you could ever meet. No welcome. The seats were hard and uncomfortable. Before taking off the Captain explained the delay had been due to a faulty door. The door had now been decommissioned as not for use and hence some seats were empty. A strange explanation and comforting for anyone who had a fear of flying! When the food service came I was asleep but my said they ignored her. When we did arrive at Heathrow T5 we ended up at the C gates, so adding another 20 minutes or so. Based on this I will no longer pick BA as a preference. The brand once the favourite airline is no longer.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteZurich to London Heathrow
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"BA has lost the plot"

(United Kingdom)

Verified Review | Rome to Heathrow flight on the 23rd June delayed take off over 6 hours due to technical fault. Minimal information and absolutely no customer service or support. No refreshments provided. The only information we received was when the captain came of the aircraft to tell us what was happening, he was the only one who cared. BA support and service in Rome was non existent. After take off the cabin crew came around with their trolley of drinks and unbelievably I had to pay £2.30 for a cup of tea despite a 6 delay with no refreshments provided. BA is now an overpriced budget airline with no service focus, actually thats unfair to budget airlines who provide much better service. BA has lost the plot.
AircraftBoeing 767
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteRome to Heathrow
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
3/10

"BA are going backwards"

(United Kingdom)

Verified Review | Chennai to London. What a mistake, I selected this route for a two reasons, I wanted to try the new British Airways 787 in Club class and the timing. But I have nothing good to say about the whole thing. The lounge at Chennai was poor but at least it was near the gate. Once aboard the plane we discovered that instead of what I think should be standard in Business class there is no direct aisle access for the Window seats and if you're in the Aisle seat you'll have people climbing over your legs to access the aisle and the hostess leaning over you to serve the person in the window seat, the layout is quite crazy. The seats themselves are fairly standard business class arrangements but its how BA have crammed them all in that's the issue. I had the window seat and initially I found it OK, but as it was a very long all daytime flight I had to dim the window and that's the point you can only dim them down, there is no blind, the sun still shines through, OK I accept it's like looking through very dark Sun glasses but it's not possible to cut out the light as you get with blinds. I understand several other airlines are retro fitting blinds on the 787 but this is a major error by Boeing. It was my second flight on a 787, both were 11 hour plus flights, the earlier one I made was at night so no issue with the window blinds. I've not noticed any advantage in the higher pressure of the aircraft I find myself just as tired after a flight as I would be on any other aircraft. I'm a long term supporter of BA and I'm so upset that BA are going backwards, focusing on profits and ripping off the customer. Sorry BA but there are so many good airlines out there competing for your business please wake up and start delivering service to customers not just cram them in and take the money, because it won't last, people like me will move on.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteChennai to London
Date FlownNovember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
4/10

"Leg room was atrocious"

(Australia)

Verified Review | Flew London Gatwick to Genoa with British Airways. Fast check in at the smart new premium area at Gatwick. Brand new lounge was really comfortable and with a great selection of food, drink and magazines, access to the lounge not very convenient but given the design of the terminal I realize that nothing can be done about that. The gate number was only announced 20 minutes prior to the gate closing and it was 20 minutes away at at fast pace, especially as there was a queue to exit the lounge by the two elevators. On board our Club Europe seats that we had paid extra to choose, something that no other airline that I know of does with a full Business Class fare, was behind the curtain. Overhead bins were full so ourselves and another 2 Club Europe passengers had to put their bags further back in the economy cabin without assistance. An engineer was called to try to move the divider and curtain back but it was stuck and remained between rows 2 and 3 with our seats being in row 3. My special meal was not on board however the crew member in the premium cabin was very obliging and a crew meal was provided for the short flight. Leg room was atrocious for Business Class and seats are the same as economy. Because the curtain could not be drawn, the Business Class toilet was used by Economy Class passengers and at times Business passengers had to queue behind them. Given the high expectations following the experience on the ground the plane was not up to standard however the service provided despite these lapses was great. Had to wait for about 20 minutes for bags despite being the only aircraft at Genoa Airport. In all this was not a Business Class quality flight, we should have flown economy for a quarter of the price.
AircraftA321
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteLondon Gatwick to Genoa
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 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