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 2262 reviews
5/10
4 star Skytrax Rating
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2/10

"is quite clearly in decline"

(United Kingdom)

Verified Review | London Heathrow to Istanbul. British Airways is quite clearly in decline and with utter contempt for its customers, even loyal ones who have status like myself. The overall feeling is of an airline that is miserly and skimping and greatly removed of the image that they try to portray of being a premium airline. Galleries South in T5 is large, airy and well equipped and clean and was not too busy on the Sunday I travelled. Drinks are well stocked but from the catering it is evident this is an airline scraping to do the bare minimum in what it offers - the quality lacking with minuscule portions for breakfast and loading up of cheap carbs and curtailing of premium ingredients. Onboard it is similarly tired, the plane had not been cleaned and my seat had food debris from the previous flight and stains on the tray table. Seating is cramped. The cabin crew look dejected and have low morale. Onboard experience the service is no different, than flying easyJet, in fact I would argue worse. There is no complimentary catering, you are subjected to M&S sandwiches. It is not cheap and or good value or any better than LCC offerings. Service is slow and took the whole of 4.5 hours of the flight - meaning difficulty to going to the toilet due to the trolley blocking the aisle - I was even asked to wait until I was finished which is ludicrous given it took the whole flight to serve people. The slow service is due to the use of card only payment, and also the fact the supplier doesn't allow their chilled items to be on the trolley which means the ridiculous scenario of cabin crew constantly running to the galley to fetch items and further slowing it down. On the return journey its clear BA doesn't care about its European or non-North American routes - the lounge was a contract lounge which was very subpar, in fact it was dark dingy and furniture filthy, but least the food was decent. Overall if it wasn't for the fact I flew with FF miles and the low tax on redemptions within Europe, I would never actually pay the full cash fare for this airline - you get better more efficient service on the likes of EasyJet now within Europe with no difference in overall product now complimentary catering has been removed.
AircraftA321
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteLondon Heathrow to Istanbul
Date FlownAugust 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
7/10

"no further decline in service"

(Canada)

Verified Review | Toronto to London in Premium Economy and onto Oslo in Economy. Easy check in and in the lounge within 15 mins. The usual selection of dry sandwiches, and a chicken noodle soup (minus the chicken and noodle). The lounge was clean with plenty of staff clearing away. Efficient boarding with sparking wine/soft drinks offered. Early departure, fast drink service and dinner before lights out. There was no breakfast (previously scrapped) with the cereal bar now also gone. Early arrival, a short wait for a shower in the North Lounge, followed by an ok breakfast. An early departure and an average flight on a A319. Long queues for the bathroom (only one now for all of economy as the other was removed to provide 2 more seats) with slow buy on board service though at least they made it to the last row mainly down to little take up of food or drink. Early arrival though a long wait for bags. Oslo to London on a A320 was verging on a farce, A full flight, selfish use of the overheads delayed departure whilst crew looked for space. The buy onboard came out quickly with one and then the second handheld machine dying at the first row served. Service ground to a halt whilst the crew tried to get either machine back into life, broke out the paper visa slips, took the cart back in, re-appeared 20 mins later so service started an hour into the flight. Little take up as people had given up including me as there was little time left to enjoy the purchases. The crew tried really hard, put a brave face on and kept going. The organisation and concept of the BA buy on board is a disgrace. Though a third party provides the food and card machines, the choice, stock holding and the reliability of payment machines means the service is a farce. I don't understand why BA continue to struggle with this service as Easyjet, Ryanair and low cost carriers seem to have have to cracked it and got their act together. Early arrival and fast bags completed the flight. Final flight home to Toronto was good, the club lounge at the B gates remains quiet, clean and an oasis to relax and eat/drink before flying. The 787 was towed to the gate 45 mins before departure and was never going to leave on time. At the gate, the experience was enhanced with an upgrade to business class. Service was really slow on boarding I had to ask for champagne, and the underwhelming bag of toiletries and shades only offered after take off. We pushed back over 30 late. No signs of life from crew for another 30 mins, though a positive enhancement was tray service for drinks which felt more classy than a cart. The main of steak was excellent and looked to be on new crockery and plated after cooking (no dried gravy or potato around the edges). Afternoon tea remains underwhelming with no scones and only three sandwiches still wrapped in plastic. Overall, the decline in service seems to have stopped with some minor improvements. The crew on all four flights were pleasant but lacking confidence and experience. The desire to do things by the book results in slow and wooden service at times. Other than the farce of buy on board, I was pleased there appeared to be no further decline in service.
AircraftBoeing 777-200 / 787-9 / A319/ 320
Type Of TravellerBusiness
Cabin FlownPremium Economy
RouteToronto to Oslo via London
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
6/10

"cost of the luggage was outrageous "

(United Kingdom)

Verified Review | My early morning flight from Gatwick to Malaga was a very pleasant experience overall. The flight departed on time and was staffed by competent and amiable and very experienced cabin crew. Announcements were clear and friendly. However there was no route map and many of the snacks listed on the Marks and Spencer to buy menu were not available at all. I must mention that the cost of the luggage was outrageous and off putting.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteGatwick to Malaga
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
4/10

"Slowest baggage drop service "

(Greece)

Verified Review | Athens to London. Slowest baggage drop service I have ever experienced. I spent a whole hour waiting to drop my bag (queue for people who have already checked in). I seriously do not understand how they can be so slow. People have already checked in, they just need to leave a bag. The company really needs to look after their processes
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteAthens to London
Date FlownSeptember 2017
Seat Comfort 12345
Ground Service 12345
Value For Money 12345
no
6/10

"a service of 2 halves"

(United Kingdom)

Verified Review | A return British Airways flight from London to Sofia was a service of 2 halves. The outboard leg was very good from London to Bulgaria, the check in was swift and efficient, boarding the flight was simple and quick. The 2 bag on the flight policy was enforced and stowing bags on the plane was quick. Disembarking off the plane was straight forward and easy. The flight was worth a good 8 out of 10. The return flight from Sofia to London was the opposite. Check in was slow and not inefficient. There was no priority boarding of the plane and it was a Ryanair type of scramble to board the plane. The 2 bag on the flight policy was not enforced so many people got on the flight with a roller bag, a rucksack and then a small holdall! The 5 cabin crew had a nightmare experience trying to stow all the bags before take off. Once airborne the M&S service was sold out before halve of the economy cabin was served. With only drinks and crisps available towards the end. Finally disembarking the plane was a slow and drawn out affair as passengers where trying to locate their 3 bags while holding up the isle. Overall I would give this leg 4 out of 10.
AircraftA321
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteLondon to Sofia
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"now worse than Ryanair"

(United Kingdom)

Verified Review | Geneva to London. British Airways used to be my favourite airline, however, over the last 2 years I have experienced some appalling service in pretty much every flights I have had with them. I do fly with BA about 30 times a year. In this specific occasion my flight was cancelled for apparent adverse weather (this being in the middle of summer in a time where the weather was excellent in both my departure/arrival cities) I was told abput this the day before in the afternoon bearing in mind I was flying at 7am the morning after. Their communication was made via text including a number to call back to re arrange my flight. I must have call that number about 30 times without success as the lines were too busy. When I managed to connect I have had to hold for an hour before the line died. I have only managed to speak to them at 11pm that day when they told me they placed me on a flight 4.5 hours later. Horrible customer service by the way, the person I was talking to couldn't care less. I was originally flying in business and I was placed in economy instead. I was told that there was no compensation for the delay because it was due to the weather conditions (a lie of course as the weather was still amazing in both countries) and promised a refund on the fare which to date (about 4 months later) has still not happened. If you call them they transfer your call to India where if you are lucky you spend an hour waiting to end up speaking to someone unable to help. What once was the best airline is now worse than Ryanair. Avoid if possible
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteGeneva 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
3/10

"used to be a nice airline"

(United Kingdom)

Verified Review | BA used to be a nice airline with great customer service, those days are long gone. If you fly in their "business class" you will get what you used to get in economy 5 years ago: same leg space, same food, same drinks. Forget about a welcome drink before take off, 3 course dinner (was offered a chicken club sandwich on my last flight) and personalized service. Economy class is just like easyjet or Ryanair, but you will pay much less for the latter ones. Shame.
Type Of TravellerCouple Leisure
Cabin FlownBusiness Class
RouteBarcelona to London
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
3/10

"BA has fallen even lower"

(United Kingdom)

Verified Review | London Heathrow to New York. After reading reviews I was hoping some were inaccurate, but after this flight in Club World I realise that BA has fallen even lower than many have said. Check in at T5 was interminably slow with one of the most arrogant staff I have encountered for years. The lounge was crowded and dirty, and the food selection is terrible for a premium facility. Onboard, seats are old and tatty, cramped and uncomfortable and offer no privacy whatsoever. The food was passed across my neighbours seat to reach me, and what a lousy offering this was - below many airline economy meal standards. IFE screen was not working properly, fuzzy and very poor. Cabin crew were polite and trying to be friendly, but they certainly hide in the galley as soon as they can and judging from the standard of the toilets towards the end of the flight, they do not see it as part of their job to maintain these. Luckily, I am leaving the USA to Asia from Los Angeles next week on Eva Air and expecting a big step up in standards.
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteLondon to New York JFK
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
9/10

"was a good experience"

(Romania)

Verified Review | Port of Spain to Gatwick via St. Lucia was a good experience. I don't have any complaints regarding the seat quality or flight attendants, who did a very good job during the flight on keeping the passengers safe and serving meals and drinks. The seat was comfortable enough, a bit wider than on low cost flights, I had extra space and as I noticed the leg room between seats was regular. I had a seat behind the bulkhead with enough leg room. There was a minor issue, the flight had a stop at St. Lucia, after which the new flight attendants insisted on waking up the people on the front row, opened their entertainment system screens, to show them the safety video which was shown about an hour and a half on take off from Port of Spain. I told them it's not necessary to view the video again and actually the video was not available this time, so this would be something the management should look into. In-flight entertainment was good, with no advertising, which pleased me a lot. I had a jolly passenger next to me in the middle seat, who had a bit too much to drink and moved a lot in the seat, sometimes talked louder than necessary, but he was still fun to have around and the flight attendants made sure in a very polite and funny way that he does not disturb the other passengers. There were minor issues during check-in at the departure airport in Port of Spain, the BA staff forgot to put a priority tag on my bag and give me a voucher for the lounge as I have a gold card on Oneworld. To use the lounge I had to use my Priority Pass not to waste time until the matter was cleared with the ground staff. I was flying further from Gatwick to Istanbul on Turkish Airlines, hoping I would not have to change airports in London and as a result go through immigration, take the baggage out, check-in again, pass immigration and security again, but BA doesn't have an agreement with Turkish Airlines and I had to go through this lengthy process.
AircraftBoeing 777
Type Of TravellerBusiness
Cabin FlownEconomy Class
RoutePort of Spain to Gatwick via St. Lucia
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Simply appalling"

(United Kingdom)

Verified Review | Flew London Heathrow to Chicago. Simply appalling. Aircraft was old configuration B-747-400 with Premium Economy adjacent to First Class. Cabin was filthy, and carpets coming up. Food was inedible. The IFE system was old, slow, and low resolution. No wireless of course, either. British Airways senior executives should be forced to endure this awful service, and sample it themselves. For them to call it "First Class" is insulting, demeaning, and arrogant in the extreme. These old aircraft need to be replaced with the lovely A380, and the entire First Class and Club Class product should be reviewed / enhanced. But of course, this will never happen whilst this airline has a virtual monopoly across the Atlantic.
AircraftBoeing 747-400
Type Of TravellerBusiness
Cabin FlownFirst Class
RouteLondon Heathrow to Chicago
Date FlownAugust 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). Since 2016 British Airways has been implementing cost-cutting across many parts of the customer product, with the 4-Star Airline rating held by BA for many years under review.

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