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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1/10

"flights they have not actually provided"

(United Kingdom)

Not Verified | Another case of reviewing British Airways flights that they have not actually provided. I booked several months ago for London to Casablanca via Madrid (with the Madrid to Casablanca leg on Iberia), returning from Marrakech direct on BA. First the Marrakech flight was cancelled, so I had to rebook on Royal Air Maroc. Now BA has changed the London to Madrid leg to be operated by Iberia. So, instead of my booking through ba.com having 2 out of 3 legs operated by BA, I now have none of them being BA flights - and they did not transfer my paid-for seat selection on London to Madrid, so I have got to arrange a refund of the payment. What is the point of an airline offering a service and taking your money for that service, only to decide later that they cannot be bothered to provide what you have paid for in good faith? Only giving 1 out of 10 because I cannot mark it as zero to reflect the zero service received.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon Heathrow to Casablanca
Date FlownFebruary 2024
Ground Service 12345
Value For Money 12345
no
8/10

“meticulous attention to detail”

(Nigeria)

Trip Verified | On the memorable day of January 9th, my family and I embarked on a journey from London Heathrow, Terminal 5, destined for Glasgow. Little did we anticipate the series of events that would unfold, shaping our travel experience into a tale of exceptional service and unwavering dedication. As we navigated the bustling corridors of the airport, our journey encountered an unexpected hurdle. It was at this juncture that I found myself grappling with booking complications, compounded by banking delays. Amid this quandary, I sought assistance from British Airways personnel at Terminal 5, hoping to salvage our travel plans. Enter Mr. Sathies, a beacon of hope amidst the chaos. With a demeanour exuding empathy and professionalism, Mr. Sathies swiftly assessed the situation at hand. Despite the setback, he wasted no time in springing into action, exploring every avenue to mitigate the impact of the unforeseen challenges we faced. The sequence of events unfolded with remarkable clarity as Mr Sathies tirelessly liaised with various stakeholders, including senior colleagues and his managerial counterpart, Mr Gurvir Singh Dhillon. Their collaborative efforts culminated in a solution that exceeded all expectations. Through Mr. Sathies' unwavering dedication and Mr. Gurvir Singh Dhillon's steadfast support, our travel arrangements were salvaged without incurring any additional costs. Despite the initial uncertainty, my family and I were able to proceed with our journey, embarking on our flight to Glasgow with a renewed sense of gratitude and appreciation for the exceptional service rendered by British Airways. As I reflect upon the precise sequence of events that transpired on that fateful day, I am filled with profound gratitude towards Mr. Sathies, Mr. Gurvir Singh Dhillon, and the entire British Airways team. Their meticulous attention to detail and unwavering commitment to customer satisfaction reaffirmed my faith in British Airways as a paragon of excellence within the aviation industry.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteLondon Heathrow to Glasgow
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

“they have ignored every communication”

(United Kingdom)

Not Verified | I did not actually get to fly with BA as they cancelled the flight with 3 days notice and refused to offer an acceptable alternative, resulting in 2 people losing their holiday (a river cruise). Since then, as appears to be their standard protocol, they have ignored every communication regarding their obligations for compensation and I have no option but to pursue them via official channels.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon Heathrow to Berlin
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
6/10

"fabulous cabin crew"

(United Kingdom)

Trip Verified | We had possibly the worse check-in experience ever this ever. It took nearly 50 minutes of phone calls and numerous staff to check us in for a redemption flight through our account. Utterly bizarre situation for a procedure we’ve done without hitch for the last 20 years. Once onboard we were so disappointed to have the old style Club World seats that meaning stepping over your fellow passengers to use the toilets. Why on earth are these still in use they feel so dated. The saving grace, as is quite often the case, was some fabulous cabin crew that were amazing. I have fed back to BA direct to sing their praises. Fingers crossed for the return leg.
AircraftA380-800
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteLondon to Miami
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"no great expectations"

(Japan)

Trip Verified |  I flew to LHR from ATH in Club Europe with BA641 on Dec 31 to transfer to a JAL flight back to Tokyo. At first, I had no great expectations of what services I would enjoy on board, partly because its flight time was less than 4 hours and because the seat configuration of Club Europe was the typical European Business Class with the middle seat empty. Afterward, on board, remembering that I took the same route with BA more than 30 years ago, I got to feel relaxed by their unobtrusive and courteous services. When I asked for a champagne refill a couple of times, a benign smile would come to me.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteAthens to London
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
8/10

"actively try and split families up"

(United Kingdom)

Trip Verified | I like the British Airways World Traveller Plus product. The seats are comfy and the food is good. The crew on this flight were very attentive and friendly especially the CSM who came round and introduced herself to us and made sure we were comfortable. The bars closed half way through the flight to Cancun as they can’t uplift more alcoholic drinks in Cancun. Juice, water, tea and coffee is available. Very full flight. My only criticisms of British Airways Premium Economy is that it feels like they actively try and split families up unless they pay the £100 each to pre book seats. The majority of drinks are served in plastic not glass. There were no inflight snacks available on an 11 hour flight. It’s an upgraded version of Economy, where as other airlines like Qantas and Singapore Airlines are Business minus. Still worth the extra though.
AircraftBoeing 777-200
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteLondon Gatwick to Cancun
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
3/10

"my cabin luggage was taken"

(Ukraine)

Trip Verified | I have come to boarding and my cabin luggage was taken, "because the plane is full". I asked to take it to the cabin, because I have large notebook and electronics in it, but nothing changes. So, now I am sitting in the plane, holding notebook and several packs from my luggage, and think of how I will stand with all this stuff in my hands in a passport control line in Warsaw. Other people around me have come to the plane with cabin luggage!
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLondon to Warsaw
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
2/10

“appalling service”

(United Kingdom)

Trip Verified | Stinking nappies being changed in business cabin throughout flight to Miami. Four of us from one family were travelling British Airways business. I am a British Airways gold card member. I have been a member of British Airways Executive Club since 1979. We only ever fly British Airways, in first class or business class. It has become a habit to fly BA and we do this because we trust them for safety. We have regular long haul flights booked with British Airways in both first and business into next year. We often fly to the USA. Both my wife and I used to have Virgin Atlantic gold cards however we sadly returned to BA because Virgin did not have a first class seat product. Even so the service from virgin’s gold card department was off the scale, absolutely brilliant and we loved the Virgin lounge at Heathrow. Our flight to Miami with British Airways was on one of their double decker aircraft. These are just too big and I believe contributed to the appalling service. Perhaps familiarity breeds contempt however, whether in business or first, I now view BA aircraft as just being dirty buses in the sky. The food is not much better. However, our flight was distinguished by the smell of poo throughout the journey caused by mothers of babies, changing nappies within the business class cabin, instead of doing it where they should be doing it, in the WC. Try enjoying lunch with a glass of wine with air around permeated by the smell of poo. There must have been three or four babies, having nappies changed regularly in our cabin. I can put up with the screaming because that can’t be helped, but not poo. Cabin crew did nothing about it, despite being asked. I Telephoned BA customer services and ended up speaking to a lady in Manchester BA office who told me that she was BA cabin crew for many years. She told me that changing nappies in the cabin should not be allowed, that it is completely unacceptable and particularly awful while passengers are trying to enjoy a meal. My wife and I are flying first class British Airways again to the USA in April and we also have first class tickets to the USA booked for December. I sent in a complaint to BA customer relations on behalf of all four members of my family who travelled British Airways on December 19 to Miami from LHR and had to put up with the disgusting smells which at times were quite dreadful. I received a response offering a £300 voucher or 30,000 Avios. so, given the cost of four business class flights to Miami from London, British Airways value the loss of enjoyment through travelling in a stinking cabin, at £75 per passenger! Given that I am a gold card holder, an extremely good customer, clearly in the top one percent of all BA customers and a gold cardholder, if that is how they behave with me, God knows how they behave with everybody else. All I can tell you is that flying with Virgin Atlantic when I was a Gold member was highly positive. When our children were young, we used to fly BA first class at times and we would not dream of changing a nappy in the cabin! Not in any cabin! When I complained to British Airways, I asked them if changing of nappies in first class would be allowed during dinner service and they ignored the question. I have numerous business class flights booked with BA over the course of the next 12 months as well as first class flight booked.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteLondon Heathrow to Miami
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

“Worst service ever”

(Germany)

Trip Verified | Worst service ever. Lost baggage because of delayed flight and missed connection and no one is helping to get it back. British Airways website is broken so it doesn’t let me fill missing report and doesn’t give me missing file report number and so no way to contact British Airways because they have dumbest ever AI chatbot.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBoston to Düsseldorf via London
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
6/10

"unprofessional attitude of the pilots"

(United Kingdom)

Trip Verified |  BA 246 21JAN 2023 Did not appreciate the unprofessional attitude of the pilots. Flight scheduled departure 16:20. Advised boarding time 15:20. Whole flight full of passengers waiting at the gate to board at 15:20. 15:40 the cabin crew board. 15:55 the pilots board - each with a Sao Paulo Airport Duty Free branded shopping bag. 16:20 the flight is still boarding. Finally pushes back just before 17:00, 40 minutes late. Captain came on the intercom to announce the delay was due to 'traffic between the crew hotel and the airport'. Sorry Captain the whole plane saw you and your pilot colleagues board fifteen minutes after the cabin crew clutching your duty free that you and your pilot colleagues still made time to stop for.
AircraftA350
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSao Paulo to London Heathrow
Date FlownJanuary 2024
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