British Airways Customer Reviews

1/10

"never going to fly them again "

M Taylor (United Kingdom) 1st December 2015

London Heathrow to Las Vegas with British Airways. Online check in and seat allocation facility 24 hours before departure are a con! I checked the available flight seats approximately 30 hours prior to check in and virtually 95% of the flight was pre-booked! Therefore, I panicked and prepaid the £70 to secure a window and middle seat as seats had not been allocated to me and wouldn't be until 24hours prior to check in. Then when I did check in approximately 23hrs and 59 minutes prior to travel I had already been allocated 2 seats, one by a window and one in the middle, so a total waste of time me paying £70. I got a refund, but only have the inconvenience of completing online forms and waiting around a month to get my money back. Then when I did get to the airport, the seats I had already paid the extra £70 for had been allocated to someone else (after I had paid for them)and they told me I had to sit in my original 2 seats that had been allocated - an utter farce! British Airways refused to acknowledge their systems were at fault and had use of my funds for almost a month yet had I been advised of my seats prior to check in I would not have paid them £70. They knowingly do this to encourage people to pre-pay for something they knowingly cannot deliver. The aircraft was dirty when we boarded as the fight was late, the toilets were blocked around 10 minutes into the flight and stank - eventually they were blocked off from use, which left 2 out of 4 toilets for the entire rear section of the plane. The food was abysmal. Afternoon tea on a transatlantic flight used to be pleasant, with scones, cream, jam and nice selection of sandwiches. Now it is a dried up roll and dried excuse of a cake. I am never going to fly British Airways again after the way they handled my complaint - they offered no form of apology that was meaningful or relevant to what I was complaining about and disowned responsibility for the corrupt way their online booking system works.

Type Of Traveller	Couple Leisure
Seat Type	Economy Class
Route	LHR to LAS
Date Flown	July 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Ground Service	12345
Wifi & Connectivity	12345
Value For Money	12345
Recommended	no

6/10

"disappointed by lack of care"

Richard Sheppard (United Kingdom) 1st December 2015

New York to London with British Airways, and disappointed by the lack of care provided by the cabin crew. Passenger boarded with two overweight and oversize cabin cases that crew struggle to place in the overhead storage bins. Coats and bags were tossed out to make room, owners told to stuff them under their seat. We therefore spent the 6-7 hours with coats and bags wedged between us making it very difficult to sleep or use the seat tables. Upon landing there were no crew on hand to help the customer to get their cases down or to offer any sort of apology for the inconvenience caused. British Airways seem to be adopting Ryanair's approach to customer service. Why not also check bags at the gate.

Aircraft	Boeing 747-400
Type Of Traveller	Couple Leisure
Seat Type	Economy Class
Route	JFK to LHR
Date Flown	November 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Inflight Entertainment	12345
Ground Service	12345
Value For Money	12345
Recommended	yes

2/10

"horrid excuse for customer service"

Gary Barnes (United States) 1st December 2015

Montreal to Rome via London with British Airways. Boarded the plane on time (20.30hrs) and sat for six hours on the tarmac while BA tried to clear a glitch in the landing gear system. They finally gave up and cancelled the flight. I had to get to Rome to catch a cruise ship that was departing at 8pm on Tuesday evening, and here I am in Montreal at 1pm Monday, Rome time. British Airways ticket agent refused to help me change my itinerary ("Go to the hotel on the bus and at 2pm today - local time - we will have new itineraries for everyone."). I tried to explain the urgency to my situation but she cut me off, "I can't help you, if I help you now I have to help everyone." When I pressed her further she gave me the BA 800 number, which was closed due to the late hour. Finally I called British Airways Reservations in London, who re-routed me, on American Airlines. The final kick: I put in a claim for a wasted night's guaranteed stay in Rome, and for cancellation compensation. A month later, British Airways advised me that my claim was approved and I would receive payment in two weeks. Since then, nothing for the last 6 weeks. Phone calls to customer support involve at least a 40 minute hold. What a horrid excuse for customer service!

Aircraft	Boeing 777
Type Of Traveller	Couple Leisure
Seat Type	Economy Class
Route	YUL to FCO via LHR
Date Flown	October 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Inflight Entertainment	12345
Ground Service	12345
Value For Money	12345
Recommended	no

5/10

"staff bordering on rude"

Kevin Barrance (United Kingdom) 1st December 2015

Flew to Kuala Lumpur with British Airways on an old Boeing 777-200 in business class (upgrade) which was OK although choice of IFE very poor. Crew pleasant but not particularly efficient and since my wife and I were seated together in the middle rear-facing seats it is an odd practice to serve us separately - her meals were served well before mine. Flight was punctual and we had a few hours sleep. Coming back was in Premium Economy and might as well have been on a different airline. Same old plane with TV screens extremely small. Meals not particularly great. The main difference is that British Airways crew treat anybody flying in a lower class as lesser individuals and they are bordering on rude. They forget that whatever class of cabin you are flying in that you are the customer and pay their wages. Next time Malaysia Airlines I think.

Aircraft	Boeing 777-200
Type Of Traveller	Couple Leisure
Seat Type	Premium Economy
Route	LHR to KUL
Date Flown	November 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Inflight Entertainment	12345
Ground Service	12345
Value For Money	12345
Recommended	no

6/10

"flights therefore very uncomfortable"

Nadia Ramia (United States) 1st December 2015

Washington to Dubai via London return with British Airways. My concern is regarding seat allocation. When we booked our flight (2 adults, one child and one infant), the seats with the bassinets for the infants were not available. We then chose 3 seats together on the side. I presumed that those are granted first come first served, based on the needs of the passengers that are traveling with children. Nonetheless, in 3 out of the 4 flights we took, those seats were taken by single individuals with no children/infants accompanying them. I asked at the check in if the seats with the bassinets were occupied by people with infants and the ground attendant responded by "yes". That was not the case, unfortunately. The flights were therefore very uncomfortable due to not having a place for the infant while food and drinks were served. I do not understand that when you try to book those seats with the bassinet, the system does not grant priority to the people traveling with infants. British Airways should consider that instead of having passengers with the hassle of keeping their infants on their laps for 7-8 hours while the bassinets are empty. The priority seating chart is for that purpose useful.

Aircraft	Boeing 777
Type Of Traveller	Family Leisure
Seat Type	Economy Class
Route	IAD to DXB via LHR
Date Flown	November 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Inflight Entertainment	12345
Ground Service	12345
Value For Money	12345
Recommended	yes

8/10

"pleasantly surprised"

Paul Cartwright (United Kingdom) 1st December 2015

Pleasantly surprised with my British Airways return flights from Edinburgh to Las Vegas via LHR. Great crew on the outward flight and whilst we were in economy we were treated to champagne to celebrate a fiftieth birthday and offered the usual complimentary drinks. Two hot meals outbound were tasty. Return also fine but dinner was a bit dodgy, chicken gnocchi allegedly but hot breakfast compensated for this. Although the flights were full it was quiet and managed to get some sleep. Only slight criticism is the in flight entertainment. Not much of a selection in comparison to other airlines.

Aircraft	Boeing 747-400
Type Of Traveller	Solo Leisure
Seat Type	Economy Class
Route	EDI to LAS via LHR
Date Flown	November 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Inflight Entertainment	12345
Ground Service	12345
Value For Money	12345
Recommended	yes

9/10

"vegetarian salad was welcome"

P Herman (United Kingdom) 1st December 2015

We boarded and arrived to destination late (30 minutes) but inflight experience was nearly flawless. Cabin seemed to have some mood lighting, comfortable leather seats with headrest, and enough legroom. Crew pleasant and hardworking, they spoke to passengers with onward connections about the state of their flight. Vegetarian salad was welcome, as was the small bottle of wine. It certainly wasn't the cheapest flight but I noticed the difference.

Aircraft	A320
Type Of Traveller	Solo Leisure
Seat Type	Economy Class
Route	MAD to LHR
Date Flown	November 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Ground Service	12345
Value For Money	12345
Recommended	yes

3/10

"miserable Business Class experience"

Peter Ingham (United Kingdom) 30th November 2015

My wife and I flew British Airways from Heathrow to Istanbul, Business Class (supposedly!), on an A320. We found our seats to be both hard and uncomfortable with minimal legroom and the hot meal provided, breakfast in our case, was dire. The toilet at the front of the aircraft was so unbelievably small as to be difficult to use. We consider that the conditions we had to put up with were quite unsuitable for a four hour flight. I am puzzled why British Airways would choose to offer such a miserable Business Class experience, it would be more honest and cause less disappointment if they were to declare all their European A320 flights to be economy only.

Aircraft	A320
Type Of Traveller	Couple Leisure
Seat Type	Business Class
Route	LHR to IST
Date Flown	October 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Ground Service	12345
Value For Money	12345
Recommended	no

3/10

"British Airways have lost the plot"

Lynn Ting (United Kingdom) 30th November 2015

I think one word sums it up 'Rubbish'. The London to Barbados flight was passable, however the return journey was a joke. It started at Grantley Adams airport where passengers were bumped off the flight through overbooking, we fortunately, were there early enough to be able to get onto the flight. We sat down and found that the seat in front of me was broken, so I had to spend the eight hour flight with the seat in my face, the gentleman in front was very apologetic however it was not his fault. There were no headsets and only two cots on board, in spite of numerous babies needing this facility, leading to very fractious and tired little ones, a nightmare for parents I would presume. Next the food, abysmal! A choice of peri peri chicken or pasta with tomato and cheese, no cheese and a thick horrible overpowering spicy tomato sauce, revolting. The tea and coffee was served at the same time as the food so if you wanted to eat and have wine, by the time you got to your tea or coffee it was cold - (obviously cabin crew in a hurry to clear). Breakfast was an all time low, a cold congealed croissant with a little butter and jam plus what can only be described as a bird seed bar. I have travelled with British Airways for more than 40 years and have never had food like this on a long haul flight, or in face any flight. Many years ago when I used to travel from Singapore and Malaysia with British Airways the food was excellent, even in economy, menu, three choices of main meals and cooked breakfast that was always very good. The cabin crew could not care less and somehow fail to realise that we, the customer, actually pay their wages. I asked for milk for my tea instead of the creamer for coffee that was provided albeit in miniscule amounts and was told by cabin crew that the creamer was ok. I did not feel like a paying customer at all, just a nuisance. British Airways have lost the plot and are up against great airlines such as Emirates and Singapore Airlines, although sadly not on the Barbados route.

Type Of Traveller	Couple Leisure
Seat Type	Economy Class
Route	London to Barbados
Date Flown	November 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Inflight Entertainment	12345
Ground Service	12345
Wifi & Connectivity	12345
Value For Money	12345
Recommended	no

4/10

"aircraft are old and shabby"

A Sommerville (United Kingdom) 29th November 2015

Glasgow to Bangkok via Heathrow with British Airways. We never received "paid for seats" that we have just had £160.00 refunded back on to my credit card after complaining that we never on both legs of our flights. We had been told that we would not get refund as we had assistance? I e-mail them and informed I had my e-mail confirmation of set numbers and payment and seat ticket subs to prove my claim and at no point did I ask for or need or receive any assistance. They back tracked and I was informed my claim was authorised and it would take 6/8 weeks. British Airways need to stop this practice as it does not show the Airline in a good light. I would be wary of using British Airways long haul again, the aircraft are too old and shabby, and the female stewardess need to go back on a training course on customer service. Spirit of service what happened to that.

Aircraft	Boeing 777-200
Type Of Traveller	Couple Leisure
Seat Type	Premium Economy
Route	GLA to BKK via LHR
Date Flown	October 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Inflight Entertainment	12345
Ground Service	12345
Wifi & Connectivity	12345
Value For Money	12345
Recommended	no

British Airways

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