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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3/10

"Very poor service"

(Ireland)

Verified Review | London Heathrow to Kuala Lumpur. Very poor service. This is their much vaunted Boeing 787 first class. Could not book a massage in their lounge despite trying to book 3 weeks in advance. The cabana in their lounge was smelly and had no clear partition from the toilet/ shower. Nobody bothered to check if I needed anything.Priority boarding was a joke. Outbound service on board was mediocre. Cabin crew slow to anticipate passengers' needs. No Wifi. One toilet and the same size as in a low cost airline. Food OK but not great. On arrival I asked the chief stewardess about fast track only to be brushed off with "we don't do fast track here". Return flight was equally poor. Rang the bell and no one came. Rang again after an hour to order breakfast. Stewardess came and said "of course but we start serving from the other side". So much for first class dining on demand. The only great part of the trip was the first class lounge in Kuala Lumpur, thanks to Malaysia Airlines as it is their lounge and NOT British Airways . BA lags behind Air France La Première as far as first class service is concerned.
AircraftBoeing 787-9
Type Of TravellerSolo Leisure
Seat TypeFirst Class
RouteLHR to KUL
Date FlownAugust 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"the crew make the difference"

(United Kingdom)

Travelling with British Airways is always a good experience, took a short break to Majorca out on 10/10 returning 14/10 from LHR T5. Flew out on G-EUYY A320 and back on G-EUXF A321 both excellent flights, the crew were very smart and welcoming and the aircraft clean and comfortable. Enjoyed the lunch and bar service going out and refreshments and bar service on return. Noting other reviews its a shame people board flights hungry as their are many outlets at the airports prior to boarding, even major retailers do good "meal deals". The crew make the difference ensuring a safe comfortable flight.
AircraftA321-200
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RoutePMI to LHR
Date FlownOctober 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"lack of space ruined an otherwise flawless flight"

(Ireland)

I cannot believe that British Airways have such a meagre seat pitch on such a great aircraft. I have been on many short haul flights that would have been far more comfortable let alone a 12 hour flight to Seoul. I am not overweight but I am 6ft-2ins tall and when the passenger in front of me reclined his seat there was absolutely no space remaining. The total lack of space ruined an otherwise flawless flight and would certainly make me check alternative airlines for long haul comfort in future.
AircraftBoeing 787
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLHR to ICN
Date FlownOctober 2016
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

"breakfast was a bad joke"

(Czech Republic)

Seattle to Prague via London Heathrow with British Airways. Check-in took about an hour (online checkin was not available). The catering onboard is the worst from all European legacy airlines. The breakfast on the long haul flight was a bad joke (bread with cheese and a muesli bar). On the 2 hour flight only little chips or biscuits. I talked to the cabin crew on most of the 4 flights, they encouraged me to write reviews, because they do not agree with the company catering policy too. Also the performance of the crew is of a very low quality. The aircrafts were new, that is of course more important that food.
AircraftBoeing 777 / A320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSEA to PRG via LHR
Date FlownSeptember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"worst long-haul experience"

(Australia)

Singapore to Heathrow. British Airways gave me something I wasn't expecting - probably my worst long-haul flight experience ever. Clearly BA's cost-cutting measures have been primarily concerned with turning economy travel into the genuine 'cattle-class' experience. They really need to up their game to compete with Singapore Airlines and Emirates - who deliver economy class travel at a completely different level. BA - where do I start? Cramped seats - even felt extremely small to the children (6 and 8) and little leg room. That feels quite tortuous after 5 hours of travel, let alone 12. The food was laughable - yes, it says on the marketing blurb there are 12+ menus to choose from, but it fails to mention that they are inedible. I thought the children's meals of macaroni cheese would be a safe bet - the grey gelatinous block that turned up made even the cabin crew blush. The entertainment system just about kept the children entertained - but the high hopes of kiddie rucksack, quality 'kids' treat food and a warm welcome for the under 12s was completely lacking.If you have a choice go with another airline. Go with Emirates.
AircraftA380
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSIN to LHR
Date FlownAugust 2016
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

"yet another abysmal flight"

(United Kingdom)

Verified Review | London Heathrow to Budapest with British Airways. Yet another abysmal flight with BA. The majority of passangers these days seem to be large tour groups. Perhaps that's why service standards and comfort resemble a 1970s charter flight. The cheaper no checked baggage tickets, allowing a ridiculous 23kg of hand luggage, cause chaos on boarding, with 2 or even 3 people needed to lift heavy luggage into the lockers. Consequently aisles are blocked and while these manoeuvres take place. All semblance of orderly boring has been abandoned, there is no welcome on board, only desparate shrieking from flight attendants to be seated quickly and to place anything small enough under the seat in front to accommodate said oversized hand luggage. The seats on my flight were hard and uncomfortable. Cabin so called service, was nonexistant. The packaged inedible offering passing as breakfast was thrust at passangers with no finesse, and accompanied by half a plastic cup of cold stewed tea. The cabin staff seemed hell bent on racing through "meal" service to maximise time available to chat in the galley. The one redeeming feature was that the flight left on time, and arrived 10 minutes early. I was only on the flight as part of a tour group. Booking independently, I would have opted for a rival low cost carrier.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLHR to BUD
Date FlownOctober 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
4/10

"they are unreliable "

(United States)

Verified Review | Washington Dulles to Nairobi via London. Was excited to fly First Class on BA from Dulles to Nairobi, since it's about 15 hours of flying time I decided to splurge on a 1st Class ticket. Things started off poorly at checkin when BA's computer system went down a seemingly constant problem ) . After 45 minutes of waiting, they were finally able to get a back up system going and I was checked in and off to their Lounge. Great meal and service there. My flying companion didn't want to splurge on a 1st Class ticket so she was in Business Class. It wasn't long after we boarded that she came forward to report that their business class seating was the worst she's seen. BA has this squirrelly layout where passengers sit forwards and backwards on the flight, meaning that you lack privacy and someone may have to step over you when you're asleep. Well I sprung for an $850 upgrade for her and all was well. Until the captain announced that there was an unmatched bag on board and it had to be removed before we could depart. Here's where BA's systems again breaks down and their computer isn't working to locate the bag in the hull. 3.5 hours later they locate the bag and we take off. We land 3 hours late at Heathrow and miss our connection to Nairobi! No one to assist you; head off to another terminal to customer service, wait 30-40 minutes in line to be told that they can put you on a Kenyan Air flight business class in 8 hours or you can wait til the next day and fly out on BA. We chose Kenya Airways and arrived the next morning without one checked bag. On our return flight I had booked a business class ticket and asked if they would upgrade me since I couldn't use my 1st class ticket. No, can't do that and you'll have to apply for a refund. Meanwhile they upgraded a couple of passengers gratis! I was told later that that is "promotional" and to hell with a paying passenger. The bottom line is, don't fly BA if you are going on to a distant location, they are unreliable and assistance is negligible. If you're just flying on to the Continent where there are multiple flights you may make it.
AircraftA380
Type Of TravellerCouple Leisure
Seat TypeFirst Class
RouteIAD to NBO via LHR
Date FlownSeptember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"not customer focussed in any way whatsoever"

(United Kingdom)

Verified Review | Flew Malaga to Gatwick. Although a better flight than two weeks ago the 'service' of a small packet of crisps, peanuts or biscuit is a disgrace. At least with other airlines you can purchase food. Passengers were hungry and cabin staff were clearly embarrassed with the megre offering. For our national carrier to go to this low base and makes a mockery of 'To fly-to serve'. We will choose any other airline over British Airways in future - human cargo are clearly an inconvenience for the BA management (although the cabin staff did their very best). No doubt BA management can't wait to get their hands on more of our money when they start to supply food at a charge. Truly shocking values and not customer focussed in any way whatsoever.
AircraftA320
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAGP to LGW
Date FlownOctober 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
3/10

"how disappointed we were"

(United Kingdom)

We were very excited about our Club World journey to Mauritius and how disappointed we were. The food wasn't great, the wines weren't either and the foot part of my "flat bed" kept on collapsing so I hardly got any sleep. The cabin staff were good and very helpful. We have travelled Virgin Upper Class and it is much better as your bed is made up with a duvet and sheets. All we got on British Airways was a sort of rather nasty blanket and no sleep suit either. Very disappointed in all of it. Our flight was terribly delayed because the incoming flight to Gatwick was struck by lightening which is not BA's fault I know but I would have thought they could provide another plane to save having to wait so long as they have done in the past. Maybe they just don't have spare planes any more long haul. We have travelled British Airways Europe several times in the past 3 years and think this is wonderful but long haul just does not do it for us and certainly we hope next time we go long haul we won't have to travel British Airways unless they pull up their socks.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteLGW to MRU
Date FlownOctober 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
5/10

"the lowering of standards"

(United Kingdom)

Return journey Gatwick to Dubrovnik. Outward journey seating was basic but were at least served a basic cardboard tasting breakfast and one drink. Return journey departing at 12 noon only served either hot drink and 1 biscuit or cold drink and small of packet of crisps. I think this is slowly acclimatising people to refreshments being withdrawn completely early next year on short haul flights. Staff were very friendly but they must be embarrassed by the lowering of standards on British Airways.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDBV to LGW
Date FlownOctober 2016
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