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 3777 reviews
5/10
4 star Skytrax Rating
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1/10

"seats are very uncomfortable"

(United Kingdom)

London Heathrow to Moscow. I have been flying to Moscow with British Airways for a few years now, today I flew to Moscow and the long haul aircraft Boeing 747 / Boeing 767 have now been replaced by the A321 which is not as enjoyable, and the seats are very uncomfortable. What disappointed me the most was the meal which was served, it is a four hour flight from London to Moscow and all they served was a Cheese Sandwich and a Kit Kat! I would have thought that on a flight of this length there would be a hot meal. The majority of the flight attendants were also very good at not making eye contact either which was disappointing too. As a Gold frequent flyer, I would expect a much higher level of service, it is a shame there there are not other airlines flying direct to Moscow as I would be using these in the future.
AircraftA321
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLHR to SVO
Date FlownMarch 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
7/10

"rather typical BA attitude"

(Switzerland)

Heathrow to Zurich with British Airways. Check-in at T5 Heathrow with problems: 3 check-in machines did not recognize my credit card and not my frequent flyer card. But very friendly staff at premium check-desk helped and checked me in without fuss. Boarding process rather messy, boarding staff gave different and contradicting instructions and organized a chaos. Most economy class passengers could board the aircraft first. Crew was efficient and sometimes friendly with rather typical BA attitude: staff is chatting away when working and having fun amongst themselves. As a client one feels bad to interrupt their conversation with a request.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLHR to ZRH
Date FlownMarch 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"friendly and attentive crew"

(Switzerland)

Check-in process in Zurich easy and efficient. The flight was on time with friendly and attentive crew. Food for breakfast was okay although not enough if you were hungry. Seat comfortable although was not impressed to find used refreshing towel of previous passenger in seat pocket. Arrival at T5: business as usual or even worse - arrived at T5-B, take a train to T5 and walk and walk until you exit terminal.
AircraftA321
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteZRH to LHR
Date FlownFebruary 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"terrible customer service"

(United States)

British Airways has completely terrible customer service. I paid extra to fly BA instead of one of the cheaper airlines assuming some sort of quality of experience. The flight is more than 2 hours delayed with no reasoning and they refuse to book customers on another flight that has room on it and is departing earlier 'because it is closed' and willing to make the customer miss their connecting flight instead of finding a solution to a problem. People are extremely rude, don't provide any information to customers and don't provide any sort of solution to make the experience any better. Avoid this airline at all costs if possible unless you have a lot of free time and patience.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAMS to LHR
Date FlownMarch 2016
Ground Service 12345
Value For Money 12345
no
4/10

"not overly happy with experience"

(United Kingdom)

Miami to London Heathrow with British Airways, and not overly happy with the experience. The A380 is an impressive jet, but despite paying the extra for Premium Economy the seats are like torture. It is impossible to get comfortable so sleep is not just elusive but impossible. Didn't feel that the Premium Economy experience was of any great value. Staff attentive and food reasonable.
AircraftA380
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteMIA to LHR
Date FlownNovember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"what a mistake"

(United Kingdom)

My first long haul flight with British Airways for some years and what a mistake! I flew Premium Economy expecting it to be on par with its competitors especially Lufthansa or Virgin Atlantic - not so at all. At the airport, it took over 1 hour to check-in; there was no dedicated premium economy check in nor a premium economy boarding queue at the gate either; perhaps the plane would be a little special? No, not at all, it was an old Boeing 777 that had been designed to maximise seats at the expense of comfort; the cramped space of the premium economy cabin with its 2-4-2 seating was comparable to economy and was light years behind the modern and spaciousness of other airlines, and sitting in a middle row seat meant you could not physically squeeze past the person next to you to the aisle unless you woke the person up or you took your chance to stand over them and hope you manoeuvred successfully. Stupidly I had thought that competition would eliminate most differences between airlines. How wrong I was - avoid British Airways on the Hong Kong route if you are flying on a Boeing 777. My advise is to check the plane type before booking or you will suffer an expensive 13 hour flight reminiscent of over 20 years ago!
AircraftBoeing 777
Type Of TravellerBusiness
Seat TypePremium Economy
RouteHKG to LHR
Date FlownMarch 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"polite and professional"

(United Kingdom)

Traveled British Airways from Heathrow to Edinburgh return. Airport staff and cabin crew were polite and professional at both airports. The return flight on 3 March was delayed due to a technical issue. While waiting at the gate the captain approached the passengers, explained the reason for the delay and apologized, which was much appreciated. It was a good experience and I recommend BA.
AircraftA319
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLHR to EDI
Date FlownMarch 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"never to be repeated by us"

(United Kingdom)

Sydney to London Heathrow via Singapore, and our first foray into British Airways Business Class (Club World) was not a success. Flat bed was made up of a hinged flap and it was over this flap that the inside passenger had to clamber. In my case he was a large passenger who had heavy shoes which had heavy heels. I am sure he tried to be careful, his leading heel edge hit my exposed ankle bone hard. The food was atrocious - the breakfast omelette was grey and inedible. As breakfast was served late it proved impossible to request a second cup of tea or coffee. The early morning hours snack was composed of doorstep sandwiches with little or no filling. The staff tried hard and I had water brought to me as I asked for it. But I had to find someone to replace used toilet rolls, paper towels and mop up the lavatory floor. Not expected in Business Class. Uncomfortable flight and never to be repeated by us.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteSYD to LHR via SIN
Date FlownFebruary 2016
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"Premium Economy recommended"

(United Kingdom)

Flew Edinburgh to San Francisco via Heathrow on British Airways, A380 Premium Economy and the experience was very good. Short connecting flight from Edinburgh which due to being domestic you are treated as Business Class so get lounge access / priority boarding for domestic legs which was nice. A380 Premium Economy (seat 62k at the window) was excellent. Seat very comfortable, loads of space and great storage with bins at the side. Newspapers, warm towels and bubbles before takeoff. Inflight entertainment was good, food good and well presented. Food and drinks kept coming on the outbound flight. Return (night) flight a different experience. Same seats but staff were hardly seen due to a lot of people sleeping, but there were a lot of people asking for drinks / snacks etc and the service just seemed to lack a bit. No bubbles on the way back. Overall a great experience, very impressed with BA and the A380 Premium Economy highly recommended and well worth the extra.
AircraftA380
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteEDI to SFO via LHR
Date FlownSeptember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
5/10

"IFE about 10 years out of date"

(United Kingdom)

Gatwick to Punta Cana with British Airways. Flight was announced as being 30 minutes late so we waited in the departure lounge. It said a gate would be announced but the given time came and went with no announcement. So it was soon evident that we would not be just 30 minutes late. Eventually, we boarded. It was a full flight so no space for spreading out. Crew were fairly efficient but not that friendly and one lady didn't seem to enjoy her job. She was in such a rush to get the dinner and drinks served so she could rest, she kept barking questions at passengers asking what they would like to drink etc. All unnecessarily stressful. Seat very uncomfortable. IFE about 10 years out of date. I don't expect a route like Punta Cana is top of British Airways list for newer improved interiors or IFE. Food however was delicious. No gin is a big let down though. Seemingly no vodka either. Really?
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLGW to PUJ
Date FlownMarch 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes

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