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
Filter Reviews by :
Show
3/10

"bag did not arrive into Dublin"

(United Kingdom)

Verified Review | I was booked to travel British Airways from Heathrow to Dublin airport in Ireland. I arrived at the airport within the permitted check-in times and was held up by a longer than anticipated queue. I went to a check-in bag drop counter where the staff ignored me for a good few minutes as she conducted a personal conversation with one of her colleagues. I was asked to place my bag onto the conveyor belt and issued a boarding pass and baggage receipt. The woman behind the counter then took the boarding pass back and after a few moments I asked her if there was a problem. She nodded and said her computer system would not let me board as my bag had been offloaded even though the bag was still on the conveyor belt and she had issued me with a boarding pass. After 15 mins she told me to take my bag and go to a different area for help. It was bizarre. I joined a second queue where a very helpful man explained that the first person I dealt with had not checked me correctly due to timings. He made a telephone call and as my flight was delayed by almost one hour he told me not to worry and to make my way to through security to the gate. Boarding was not efficient. One would expect better from BA. The queue was poorly managed. The cabin crew with one exception were frosty and functional. One cabin crew member, an older lady was superb and I saw her help a young mum with a baby and answering questions from 2 Japanese people with limited English. This member of the cabin crew was a superb representative of her airline. My seat was not clean and there were crumbs on the floor. The captain made very clear announcements and there was a nice drop-down screen to show the route of the flight. A cup of tea and a small packet of crisps were offered. My bag did not arrive into Dublin with me and so I had to join a queue for Swissport. This is where my nightmare started. A uniformed woman who said she represented BA told me my bag would “most likely” not arrive until tomorrow. I asked her if the bag would be on the next flight and she said no and suggested that I leave the airport and that a courier would deliver the bag to where I was staying. I took her advice only to receive an automated email that same evening to inform me that my bag had indeed been placed on the next flight. Over the next few days a nightmare began. I spent many hours calling Swissport and their courier DPD. To be fair the DPD staff were helpful and told me the reference number from Swissport was wrong. Swissport insisted the reference number was correct.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLHR to DUB
Date FlownAugust 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
8/10

"friendly and professional"

(United Kingdom)

Verified Review | London Heathrow - Vancouver - London Heathrow. First impressions could have been better as this flight departs from Terminal 3, rather than terminal 5 at Heathrow. The departure lounge was being used by multiple longhaul flights on large aircraft meaning that the area as crammed full with most passengers having to stand and making it difficult to access the departure gates. However the ground staff did their best to manage the situation and were clearly used to having to manage it. Once on board I found the cabin to be very clean. Unlike many airlines, BA offers economy seating upstairs on the A380 where the ride is noticably smoother and quieter than on most other aircraft. However the profile of the cabin means that the overhead lockers are smaller than usual, which could be an issue for those with roller cases. The IFE system provided is excellent. I also ordered one of BA's new gourmet meal offerings rather than take the standard meal. This option was well worth taking up, offering an improved choice and quality. The service provided by the flight attendants was friendly and professional and this is one area where British Airways seems to do consistently well. If I have a criticism it is that the 31 inch seat pitch seems miserly for a 9-10 hour flight. Arrival at Vancouver was on time and I was through immigration and landside in about 20 minutes. Processing through security for departure from YVR was equally efficient. The return flight offered a similar experience to the outward one, although arrival in London was an hour late. However the relatively quiet cabin on the A380 meant that I was able to get some sleep. Unfortunately the arrival experience at LHR terminal 3 was no better than the departure one. A lengthy walk to arrivals concluded with having to join a slow-moving, snaking line to clear immigration. A marked contrast to the experience at YVR.
AircraftA380
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLHR to YVR
Date FlownAugust 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
5/10

"A380 is unconscionably crammed"

(United States)

Verified Review | Flew London Heathrow to Washington DC. The Business Class Cabin on a British Airways A380 is unconscionably crammed with seven seats per row. Most other international carriers I've flown limit themselves to no more than four, or, at most, five seats per row in Business Class. In the BA configuration, passengers in the middle of each row are trapped in their seats if their seatmate choses to extend their seat into a flatbed. Also, the seats lack any storage space save a tiny drawer suitable for no more than a pair of shoes, and the seats are claustrophobically narrow. By far the worst Business Class seats I've ever encountered.
AircraftA380
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteLHR to IAD
Date FlownAugust 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"no respect for economy travellers"

(United Kingdom)

Verified Review | I fly this route 3-4 times a year, unfortunately there is no competition other than Air Canada. I've had occasional problems - rude staff, freezing planes, poor service - but generally been satisfied. On this last flight a week ago, the plane has been internally reconfigured, and they have placed large metal boxes in the foot area of every third seat that take up approximately 1/3 of the space, and fully restrict the movement of your feet and therefore your legs for the entire journey if you are a normal-sized adult. I have attached a photo of my feet trapped in this space - I offered to send BA this photo but apparently they are not interested as they ignored the offer along with the content of my complaint, see below. The discomfort caused by the reduced foot space was compounded by a delay of 1.5 hours - for which I did not blame the airline - meaning I spent 8 hours in that position rather than 6.5 hours. Then on arrival we in steerage learned that the pre-landing snack had been replaced by a funsize chocolate bar, approximately 2 inches in size. As a result I arrived starving and had to go and eat somewhere after 10pm, and would have brought food on the flight had I known of the miserly cost-cutting measure in advance. I wrote to complain about these aspects of the flight, but primarily the lack of foot space because of the new configuration, as this can't easily be remedied and will put me off using the airline again. I ended my complaint saying I had the distinct impression that there is no respect for economy travellers. I've just received a response which is clearly a cut-and-pasted reply about the 1.5 hour delay and completely ignoring the content of my complaint, indicating that it was not even read, and confiming my impression that they have contempt for the experience of people in economy. Which is particularly shortsighted, as some of us will soon be travelling in higher classes due to changes in our circumstances, and we won't forget how we were treated.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLHR to YUL
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

"very friendly staff"

(Switzerland)

Flew Zurich to London Heathrow. Very friendly staff, great choice of complimentary drinks (even spirits such as Gin & Tonic, two sorts of whiskey are included), flight was on time, modern/refurbished cabin. What I generally love about British Airways is their cabin bag policy that allows customers to bring up to two bags on board for free.
AircraftA321
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteZRH to LHR
Date FlownAugust 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
7/10

"crew were kind and unobtrusive"

(Germany)

Verified Review | Flew British Airways from Boston to Berlin via London. Pleasant flight, not as comfortable as the plane flying out in July, but still nicer than the old plane I'm used to flying into San Diego. The entertainment screen options were much more extensive than I've had before so I'm not sure if the different route made a difference or a different plane. The crew were kind and unobtrusive. Food was completely tomato-based which was very strange as usually they offer more varied options. Overall, good flight.
AircraftBoeing 777-200
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBOS to SXF via LHR
Date FlownAugust 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
10/10

"superb service was provided"

(United Kingdom)

Verified Review | Flew London Gatwick to Tampa. BA Club World (Business Class) is a great way to travel. Unfortunately due to renovations at LGW, British Airways are having to utilise a lounge so it wasn't as restful as may otherwise have been but once complete I'm sure that standard will be resumed. On boarding it was nice to be "welcomed back", a small but nice touch. Straight after settling into our seats came complimentary drinks, warm towels and our menu choices. BA does a great filet steak and the desserts were fantastic. One of the things I really love about BA is the fact that they have a diverse age range when it comes to their cabin crew. The more "senior members" really do know their stuff - the things that only experience gives you and this flight was no exception. Superb service was provided by the cabin crew and even when stretching my legs they were quick to offer refreshments and guide me to the galley where a large selection of snacks/ drinks are available between the regular drink/meal service. The only downsides for me are the seating arrangement that means that those in window or centre seats have to step over other passengers when those passengers are fully reclined and the IFE which really does need an update. I know that the second point is being addressed on the older aircraft. As an aviation enthusiast, a really big thing for me is that the flight deck crew are always ready to spend some time chatting after the flight. BA! My airline of choice
AircraftBoeing 777-236 ER
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteLGW to TPA
Date FlownApril 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"why do they fly such wrecks?"

(United Kingdom)

Verified Review | Outbound Heathrow - Frankfurt on ancient British Airways 767 with old business class seats etc.. Aircraft was filthy dirty with wires hanging down. Why do they fly such wrecks? Inbound Frankfurt - Heathrow on A319. British Airways have the temerity to call blocking out a middle economy seat with a metal tray Club Europe! The seats were narrow and uncomfortable economy seats. The flight attendant was grumpy, rude, and sullen. I accept this was a short flight, but how British Airways get away with calling this Business Class is beyond me. They should be cited for trade descriptions. I wonder if any BA senior executives bother to fly their so-called Premium Classes?
AircraftA319
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteFRA to LHR
Date FlownAugust 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"not provided the service or flight I paid for"

(United States)

Verified Review | Dublin to San Francisco via Philadelphia. My international BA business class return flight was rebooked by BA to American Airlines. Instead of the second leg of the flight being the fully reclining seats with movies, electronics, and lots of space as advertised and paid for like my first flight, the second leg was a domestic flight which had a business class seat which reclined about 4", no movies, no electronics, etc. as it was an older plane. It would have been fine had I not paid top dollar for all the amenities. I submitted a complaint and asked for a partial $$$ voucher but to no avail. The customer service personnel told me things in conflict to documented conversations. The final straw was when I contacted my travel agent and had them call BA on my behalf. BA told them they would not refund anything because it was a voluntary upgrade. Really? BA changed my flight and rerouted me with less amenities. What is so irrating is the cost was over $4,000 for each ticket and I was not provided the service or flight I paid for. False advertising.
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteDUB to SFO via PHL
Date FlownJune 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
3/10

"experience with BA has been awful"

(Mexico)

Verified Review | Mexico to Amsterdam via London with British Airways. Awful experience. My baggage is delayed since Tuesday 2 August, they told me that my 2 pieces of lugagge were going to arrive the next day. I´ve been waiting and nothing has been received yet. I even paid for the upgrated seats to ensure a good care with my luggage will be given, however everything has been very dissapointing. My first experience with British Airways has been awful.
AircraftBoeing 747
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteMEX to AMS via 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

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