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 2353 reviews
5/10
4 star Skytrax Rating
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1/10

"ground service was really poor"

(Taiwan)

Trip Verified | London to Barcelona. The ground service was really poor even thought I used premium counter (Sapphire status of OW). I paid 22 pounds to get exit for myself and my mom, however the staff in the counter keep question if my mom can speak English. Staff could not distinguish the Taiwan passport from the China passport and keep said that we need Visa to go to Spain. It took nearly 10 min for her to confirm with her manager and her attitude was really really bad. The worst staff I had met. Although BA sold a very expensive ticket, however, even a cup of water you have to pay for it. I would never choose this airline again.
AircraftA320
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteLondon to Barcelona
Date FlownJune 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
3/10

"the worst travel experience"

(Canada)

Trip Verified | Vancouver to Edinburgh via London was the worst travel experience I have had. I was travelling with 2 seniors (+85 & +70) we requested assistance and nobody showed up at any of the gates neither departing nor arriving. We actually had to beg for help. The distance between gates is far and too much walking for seniors. In our way from London to Edinburgh it was a nightmare. The flight was delayed and we got to London about an hour late, on top of that we asked for assistance to take the 2 seniors to the next gate and no one seemed to care. The 2 seniors had to walk all that way. It was not only the walking, it was the rush they had, as we had to go trough immigration and the next flight was living in less than 1:30 hours. On our way back from Inverness to Canada another nightmare despite we requested assistance in advance. Once again there was nobody waiting for the seniors at the gate. Again we had to beg for assistance and the British Airways staff did not seem to know or care about this. They said that they called the buggy and that was all. We said that we were going to miss the airplane as the gates/ terminal distance were far and no one seemed to care at all. We were lucky I asked a gentleman who was driving one of the buggy and passed by and he kindly accept to take the seniors to take the bus area from terminal 5 to 3 (in London) and then arranged for them to be picked up in terminal 3 and after security point. This gentleman who is not British Airways employee provided a great service. Summarizing the only good experience we had was with an external person that just by chance I asked and he decided to help us out. Seats were another problem. We did the online check in (24 before) and we had the seats already chosen 12D for one senior (isle) and 18D (isle) for the other senior. When we got to the counter in Inverness Airport the agent told us there were not seat chose even though we had prove and the boarding who was sent by email showing the seats. Then the agent put the seniors almost at the end of the airplane and in the middle seats. So once again, more walking for them, problems to get in/out the seats, and of course problem to get to the washroom. - luggage another problem! British Airways in Inverness said that the luggage goes directly to Victoria and that we did not have to pick it up in Vancouver. Surprise surprise! We went through customs and when we got to Westjet counter for the connection to Victoria they asked for the luggage. They said we had to pick it up before going through customs. There was no way to go back to the carousel, so we had to wait for the Westjet staff to contact somebody from British Airways to get us to the carrusel and take the luggage. So nightmare again!! And another rush to us to get to the next fligh. According to Westhet agents they said that British airways should have had the assistance for the seniors and of course pick the luggage with them and bring it to the connection. What can you expect from British Airways? If It doesn’t even care about the passengers that are seniors and requested assistance. We can only thank Westjet staff who provide the assistance in Vancouver.
AircraftBoeing 747-400
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteVancouver to Edinburgh via London
Date FlownDecember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Noticeable cost cutting measures"

(United Kingdom)

Trip Verified | London to Berlin Tegel return. It's becoming ever more difficult to notice any difference between British Airways and the budget airlines. The only saving grace is that I've never experienced any issues flying out of or into T5. Noticeable cost cutting measures include the removal of complimentary onboard food and drink but also, BA have removed a toilet in economy within their A319 fleet to make space for seats in row 24 and 25 meaning there is only one economy toilet, disgraceful. My flight to Berlin was busy and the line for the sole toilet existed throughout the duration of the flight meaning the flight attendants couldn't offer an efficient trolley service and involved a continual display of other passengers weaving in and out of aisle seats. I feel for the staff who often work tirelessly.
AircraftA319
Type Of TravellerSolo Leisure
Cabin FlownFirst Class
RouteLondon to Berlin Tegel
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"1st product is very mediocre"

(United Kingdom)

Trip Verified | Flew London Heathrow to Dubai. Arrived at the new "Wing" at T5. A quick process and into the Concorde lounge. I noticed (as before) the check in staff do not mention the Concorde lounge per se. "Just straight through there sir and into the 1st class lounge." This option was rammed. Am pleased to confirm that the Concorde lounge has had a long overdue make-over. It looks a bit better. Had a snack and a few glasses of fizz - then made my way to terminal B. Friendly FA showed me and wife to our seats. Looked freshly cleaned. Pushed back on time. 1st Class was full. Airborne I had dinner: Mezze to start which was nice. Some chicken thingy for mains - which was horrible. Cheese and biscuits to conclude. Wines were ok. The seat (the new "First") - is not wearing well. Looking somewhat tired. Managed to get some sleep on the "bed" with the usual duvet and blankets. I am a tall guy and need the space. the Club World option is horrendous. Very pleased to confirm that Mr Alex Cruz (BAs CEO) has re-introduced flowers in the 1st WC. Readers will recall he cancelled these last year to save costs. If Mr Cruz wants to save costs he should get rid of the gas guzzlers 747-400s. So a full 1st cabin will generate about £40,000 of revenue. The flowers (for 2 WCs) probably cost £8.00 - so, pleased to see the airline is still flying and not gone bankrupt over the re-introduction of eight quids worth of flowers per flight. The 1st product is very mediocre compared with say Emirates. Some have said its "sort of an upmarket Business class". I'd agree with that. One would think, BA would want to make a big impression on this route - with at least some high end food. "Logic" is not something BA seem to understand - given the high level of negative reviews on this site. Very disappointing.
AircraftBoeing 777-200
Type Of TravellerFamily Leisure
Cabin FlownFirst Class
RouteLondon Heathrow to Dubai
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"sad experience from our national carrier"

(United Kingdom)

Trip Verified | Flew British Airways from Dubai to London Heathrow. Arrived at Dubai airport, checked in - and endured horrendous security. Not BAs fault. Walked miles to the "new" lounge. It's a weird set up. You walk through the Club option, with a considerable variation of food - to a tiny room with small options of food. Seating very mediocre. Made our way to the plane. Departed bang on time. Airbourne I went for lunch straight away - after a couple of G&Ts. Arabic lamb starter. Boring and tasteless. No other options. Skipped the soup. Had a salad. The beef mains was very good - not exceptional and no wow factor. Just nice. Red wine was OK - mid priced stuff at about £25 a bottle. My wife was told the beef was now "unavailable". My friend had beef and so did I - when challenged on this I was told - only 3 beefs aboard! This flight was again full and had been for weeks. 14 people. 3 beefs. A joke. My wife had an Arab dish which she did not like. When it came to coffee, my friend, then I - had a choice of chocolates. My wife then had the box offered - only to have it more or less demanded back by a pushy FA. Most BA cabin staff are good - this one was a PR disaster. Flight was smooth all the way home. Another sad experience from our national carrier. Definitely not worth some of the extreme prices posted for this route.
AircraftBoeing 777-200
Type Of TravellerFamily Leisure
Cabin FlownFirst Class
RouteDubai to London Heathrow
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"BA quality is severely lacking"

(United Kingdom)

Trip Verified | Flew British Airways from Saint Lucia to London Gatwick. Agree with other recent reviews: BA quality is severely lacking compared to other Oneworld carrier’s business class. We were not addressed by name. Staff seemed rushed and not proactive at all: had to ask for anything we required. Not all breakfast items were available. Seat space and comfort seriously under par. Nobody came to collect rubbish prior to landing so it remained on the floor in front of me. Did not feel like valued customers.
AircraftBoeing 777-200
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteSaint Lucia to London Gatwick
Date FlownNovember 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
8/10

"fast and efficient service"

(United Kingdom)

Trip Verified | Flew from London Heathrow to Belfast George Best Airport on BA1414. Boarding was well controlled and the breakfast food served onboard was very good. I was also impressed by the fast and efficient service. Arrived in Belfast ahead of schedule time. Overall very good flight and service.
AircraftA320
Type Of TravellerBusiness
Cabin FlownBusiness Class
RouteLondon Heathrow to Belfast
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"it’s just spiralling down"

(United Kingdom)

Trip Verified | London to Miami. British Airways have been so disappointing and need to improve fast. They cancelled a flight the morning of a flight and so I had to buy a new flight. The compensation they offered was £22. Then my most recent trip was to Miami which I had an expired ESTA but instead of letting me know they could put me on flight for a small fee they let me buy a £1000 new flight. Then offered me a £112 refund when I phoned to complain. I am a BA member and must say the customer service is atrocious, as a company it’s just spiralling down.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteLondon to Miami
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"new improvements are excellent"

(United Kingdom)

Trip Verified | Flew London Heathrow to New York JFK. Have flown this route a number of times with British Airways, but this was my first experience with the new Club World offerings (White Company bedding, improved catering, refurbished 747 club world cabin). The new improvements are excellent, particularly the catering. Both the presentation and the taste of the new food is a significant step above the previous Club World catering offering and the new ‘pick your starter and desert’ options from the display trolley is a real nice touch. The new bedding makes the Club World bed much more comfortable to sleep on.
AircraftBoeing 747-400
Type Of TravellerCouple Leisure
Cabin FlownBusiness Class
RouteLondon Heathrow to New York JFK
Date FlownNovember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"unreliable, unprofessional airline"

(Germany)

Trip Verified | Berlin to London City. I have never experienced such an unreliable, unprofessional airline, that is so hard to contact. My flight kept being delayed for hours. After more than 4 hours delay, there was no point for me to fly to London anymore, as I had missed an important meeting. I was told that I will get my flight price refunded and also get a compensation. After a few days I call their customer support to ask about the refund. They told me that I will get the refund within 7 days. After 4 weeks, I notice that they still haven't refunded me. It's very difficult to contact them. The phone hotline is only available until 5pm (Monday-Friday). They hide the contact form somewhere deep in their website. Once I managed to send them a message, I only get a reply a few days later telling me, that they can't reply to this case via email and that I should call. All I want at this point is to get my deserved flight price refund. I take an hour off my work to be able to call in their short opening times. After being on hold for a while, it turns out, they made a mistake and will refund me the ticket within the next 48 hours. A very convenient mistake, to forget a 360€ refund and not be able to look into this via an email inquiry. Only after I asked what compensation I will get for this, I was offered 5000 Avios points. No thanks, with that level of unreliability and bad customer service, I will make sure to never fly British Airways again. I make sure to tell all my friends about this experience.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteBerlin to London City
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). 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