British Airways

✅ Trip Verified | London to Toronto. 14 day trip to play golf with my Father, and BA lost my clubs for 7 days. Dealing with BA lost luggage/customer service was brutal, they had no idea where my clubs were or how long it would take to retrieve them. I had packed all my clothes with my clubs. First days of trip were to buy clothes and essentials. Flight home from LHR-YYZ was an old 777 with a misplaced seat cushion, and a broken seat that wouldn't stay upright. The IFE system badly needs upgrading, and no power ports at the seats - grueling 7.5hr flight. As bad as I thought Air Canada was they are light years ahead of BA.

✅ Trip Verified | London to Vienna. I was shocked that BA provides buy onboard short haul flights - no free water, coffee or tea. I tried to buy something but my Credit Card wouldn't work, and I could not pay with cash.

✅ Trip Verified | Johannesburg to London. I tend to stay with an airline as a frequent flyer and I fly business class. I have seen a change for the worst in BA service, and it does not seem to get any better. Bedding finally a decent pillow, a very good one indeed. The rest is a waste of money unless a new announced Club World seat is introduced where all this will fit perfectly. Seated in a window seat makes it impossible to make up a bed properly with them new things. I don't expect top food in a plane but I expect service. If you announce things, make sure you have them. On some flights Champagne is not being served when you have taken your seat. Premium economy however gets a sparkling wine. You must eat when they order you to eat. They seem to have run out of certain items such as a gin other than Gordon's. You have to decide upon breakfast before you even had dinner. Entertainment, make sure you bring your tablet with downloaded things to view. BA offers you the most limited offer.

✅ Trip Verified | Singapore to London Heathrow. It's my first time traveling on British Airways. The seat arrangement in its long-haul business class is very uncommon that half of the seats are facing backward. So you are face-to-face with the one sitting opposite you (at least during taking off and landing when the divider is lowered down). There are 8 Club World seats per row for 777-300ER, which is relatively narrower if comparing with other carriers serving this route. The cabin service was as good as expected. However, I saw only chocolate bars and sweets for the minibar during night. There could be some other choices.

✅ Trip Verified | London to Los Angeles. Booked this trip eight months previously and as I lost my status on BA a few years ago were forced to pay an additional £180 for our two seats. The flight I chose was a Boeing 787 and was prepared to part with the extra cash so we could be in the small front cabin. Never expecting anything to go according to plan with BA and our flight was cancelled a few days before. We were rebooked onto a later flight which they changed from an A380 to a twenty one year old Jumbo. We were then seated right at the back of Club World to benefit from a screaming child sat in the front row of premium. We were greeted by a rather pleasant steward who told us he would be looking after us for the trip, he then disappeared never to be seen again. Food was served within an hour of take off for an eleven hour flight. The steak so tough was it impossible to cut and could only be eaten by picking up and biting pieces off. After a few hours I went to the galley to seek out a drink as the crew had disappeared, stood there being completely ignored by three stewardesses. Reluctantly one stopped chattering and managed to get me a drink. The second meal was served about seven hours after lunch, steak sandwich, at least that one was edible. The seat was as you would expect on such an old plane totally knackered, getting out was a task in itself. I bought WiFi for the whole trip, it ran for about 50% of the flight, yet their customer (non existent) services refuse to refund the payment even though I sent them a whole host of screenshots showing at various times there was no wifi service, but they are happy to note the problems. We have avoided BA now for some time, except where there is no other option as on Club Europe. But with transatlantic they are probably the bottom of the pile. We only took this trip to use up some Avios, they have all been used now and we could come back from LAX on Virgin Atlantic. Never again, BA club world offered is a farce in today's business market.

✅ Trip Verified | Miami to London Heathrow. As with many others whom have posted reviews on this site my issue is with BA's customer service when dealing with an issue that has arisen from flying on this once proud airline. My issue was with faulty equipment onboard. Issue with my seat that the onboard team tried to the best of their ability to sort but unable to through no lack of effort and have nothing but praise for these guys working with aging equipment and keep on trying to do their best to keep the customer happy. Had to move seat and as first, club and premium economy all full, had to move back to economy. Asked customer services to refund me the fare difference for this part of the journey and after several cut and past generic replies on their part and fed up hitting my head off a brick wall have given up as life is too short to fight profits over customer satisfaction organisation. Following a favourable review of my outward journey it is clear BA lacks consistency and don't wish to deal with issue when something goes wrong. As i said in both my reviews nothing but praise for the onboard crews dealing with these issues and trying to make it a great experiance but think BA now need to work on their problem solving skills. I now have 91000 Avios going to waste as my business will be going else where.

Not Verified | London Heathrow to Milan Malpensa. Worst airline I’ve ever dealt with. I fly 100+ times a year. British Airways lost my and my wife’s luggage on our vacation. They have been unbelievably rude and unhelpful in resolving this issue. They have ruined our vacation and refuse to help us. Please, never book this airline.

Not Verified | Calgary to Rome via London. My wife and I booked our 10th anniversary trip from Calgary to Rome return, with British Airways, Sept 17-27. This was my first trip in Europe, and we spent almost $8500 CAD on first class tickets. The flight Calgary to London (stopover) was ok. I got a bottle of water, and then nobody came to the pod I was in for the next 8 hours. One would have expected more from first class, maybe another bottle of water? They asked me to fill out what I would like for breakfast on a card. I filled it out but no breakfast or even coffee came. The vacation itself was great. On the day of the return flight, our Trenitalia train broke down in Naples, and we were 80 mins late. My wife tried dozens of times to phone British Airways but none of their phone numbers posted on the website were working; most of the calls were just dropped and some were out of service. We tried the numbers from our tickets, their website, their help desk, Facebook page, Google etc. We tried at least 5 different phone numbers a half dozen times each over the 90 mins, and could not get through. My wife managed to check herself in online, but could not check me in. There was a glitch on the computer saying they needed my passport to check in, once my wife pressed my name, the passport information was already on the form and said form is complete. It was a computer glitch we couldn't get around. Ultimately we arrived at the Rome airport 5 mins too late for me to check in. My wife was ok and could go through but I could not. We asked the 3 ladies at the British Airways desk for help, and they shrugged and said they couldn't help us. Apparently, they said it would have been different if we called before, and we showed them her phone (see the attached photos) with all the calls we made. They then told us it was a ticket kiosk only and they couldn't reschedule us. They gave us another number to call My wife at this point was near tears. I am visually impaired and had eye surgery just 2 weeks prior, so I was not allowed to carry over 5 lbs. She was managing all the luggage, the ticketing etc and after 10 hours of delays she was very stressed. The attitude of these ladies certainly did not help in any way. The new secret customer service phone number we were given did work, and my wife was on the phone with Customer Service for over an hour. After reviewing the details with several teams of specialists, we were told basically that they didn't believe us that we tried to call, they were not interested in us sending screenshots of us trying to call. Nothing could be done for us, and they could only rebook us for $8800. No apologies whatsoever were given, nor the slightest help or accommodation for us being stranded in Rome. We eventually made it home on different airlines but I have lost all respect and trust for British Airways. Like any corporation they are only interested in taking your money while making minimal effort to customer support.

✅ Trip Verified | London to Bangkok. Flew British Airways for the first time in a couple of years. Terminal 5 is rubbish. It may look great, but you have to travel further using the train services to get there, and once there you may find that after check in you need to travel again on another train to T5a or b as they are again separate sections of terminal 5. I usually fly EVA and others from Terminal 2 and I would avoid T5 if possible from now on. The aircraft interior was old and dated, the seats had seen better days and the tv screen was about the size of an iPhone 8+ (without the technology). The food was ok at best, served cold to warm on both meals on both flights. The crew were okay on the flight home, however on the flight out they were not interested when you spoke to them. Landing cards for Thailand were loaded on the aircraft in a total of about 50 so most people in economy had to land in Bangkok and spend time filling one in just before immigration which is ridiculous as the queue is always huge at Bangkok and you want to just get on with clearing through and getting your bag. The flight had some drunks on the way back to the UK, and while this isn’t the airlines fault, I did notice that when one young guy of about 21 was told no more alcohol by the cabin manager (he kicked off) the next crew member did serve him. This is the last time by choice I will ever fly British Airways, if there’s no seats available anywhere else (which is why I went with them this time), then I guess I’ll have no choice.

✅ Trip Verified | London Heathrow to Miami. The airport staff was very helpful, the crew was also very nice and the food was delicious. I had the old personal entertainment system but it works very well. Overall it was one of the best flights I had.