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 3825 reviews
5/10
4 star Skytrax Rating
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1/10

“VERY uncomfortable seats”

(United States)

Trip Verified | If you can’t fly First Class don’t fly British Airways! VERY uncomfortable seats. You can’t even get out of your seat when the person in front has their seat reclined (and who doesn’t need to recline their seat!) You can’t pick up ANYTHING off the floor during the flight because you can’t bend to touch the floor - there isn’t enough space to! If you have long legs don’t think you are going to be comfortable - as soon as the person in front of you puts their chair back your knees WILL be CRUSHED! Terrible food, Terrible plane, Terrible air-hostesses, Terrible flight and unfortunately I have to fly back home with them.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSan Diego to London
Date FlownJuly 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"substandard business class experience"

(New Zealand)

Not Verified | Singapore to Heathrow. Business class on an A380-800 is a Premium Economy Plus experience. From the economy class sized toilets to the badly designed coffin shaped Business class pods - the experience is a substandard business class experience. Business class pod’s storage is a small drawer at the FOOT of the pod. The ‘privacy’ screens are opaque plastic sheets - so you are kept awake by your neighbour as their screen lights up your pod. When the seat is made into its coffin shaped bed - the cold hard plastic seat moulds are an unpleasant surprise for those that turn in their sleep. You have a choice of having your neighbour step over your calf-height footrest - hopefully not brushing your feet with theirs - or having to step over your neighbour's feet/footrest. With the footrest down - heaven-forbid you try to lever yourself into a more comfortable position as the slightest pressure causes the footrest to collapse into its floor level position. If you are in the aisle seat - which is open to the aisle - kiss goodbye to any privacy as not only will you be on view to all passengers - the crew will lean you to both serve your neighbour their food and talk to your neighbour over your privacy screen.
AircraftA380-800
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteSingapore to London
Date FlownJuly 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Customer Service is shocking"

(United Kingdom)

Not Verified | I reported my damaged/ruined suitcase 5 weeks ago and I'm still awaiting a reply. I'll think twice about booking with BA again as the Customer Service is shocking to say the least. I've followed up with British Airways with at least 3 emails per week requesting an update but with no joy so far.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteGlasgow to Munich via Heathrow
Date FlownJune 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
1/10

"left me extremely disappointed"

(Germany)

Not Verified |   On March 1st, I flew from Berlin to São Paulo with BA but encountered several issues. My first flight was delayed by several hours, causing me to miss my connection at London Heathrow. Upon arriving at the airport after midnight, I was given a hotel voucher. However, the hotel designated by BA rudely denied me check-in, claiming it was fully booked. I had to return to Heathrow at 1 AM and found a different hotel, paying for the taxi out of my own pocket. As a result of these complications, I arrived in São Paulo more than 24 hours late. Despite my efforts to assert my rights and seek reimbursement for the taxi, BA's customer service has been extremely poor. Their phone lines are non-functional, emails are only answered automatically, and the appropriate channels for such requests have not been responsive since the first week of March. This experience has left me extremely disappointed, especially considering the high standard of service I once associated with BA.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBerlin to São Paulo via London
Date FlownMarch 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
1/10

“customer service was awful”

(United Kingdom)

Not Verified | The WORST customer experience! British Airways (BA) is effectively robbing people! They are not here to help and show no compassion. My partner and I fell ill and had a doctor’s note stating we couldn't fly. BA said they'd hold our flight amount as a voucher valid for a year. Fair enough. Caveat to this (which was not stated to us): you must call them and it is not usable on holiday packages. However, using this voucher was a nightmare. We can't use it for both our tickets because the original was long-haul, and they refuse to refund half the amount. BA's customer service was awful and rude, effectively stealing £400 from us. This policy must stop. We feel held hostage with no solution.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Corfu
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"over 2 weeks to respond"

(Canada)

Not Verified |   Had to cancel my flight months in advance due to a change of schedule. I was flying with American Airlines and British Airways. Selected seats and when I attempted to get a refund on the selected seats, AA refunded me with no issue when BA refused despite both companies having similar policies. Avoid them, fly with anyone else. Customer service is a joke, taking over 2 weeks to respond to my email and giving me no further justification than what I was told on the phone.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to London
Date FlownJuly 2024
Value For Money 12345
no
1/10

“wholly inadequate customer service”

(United Kingdom)

Trip Verified | Flight cancelled with no reason given less than 24 h before departure. The earliest offered replacement on their (terrible to use) app was 3 days later, which was unacceptable. Their phone lines do not work and would reject your call due to being overwhelmed. Even submitting a claim on their website is frustrating due to their terrible interface. Overall, terrible company with wholly inadequate customer service.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon Gatwick to Verona
Date FlownJune 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
6/10

“the cabin crew were great”

(United Kingdom)

Trip Verified | This is a route I fly regularly. Used first class security and lounge all good. Lounge surprisingly not so busy. Was great to see we weren't departing from the dreaded A10 bus gate, and the flight was on time. Boarded and ready to go on time and then.... Six passengers were a no show. A 50 minute delay to offload the bags and depart, longer than the actual flight itself. There has to be a better process for fast tracking this. Hence finally arrived in Paris 45 mins late. On the plus side the cabin crew were great and even had a personal welcome from the inflight manager which happens less and less these days.
AircraftA320
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteLondon Heathrow to Paris CDG
Date FlownJune 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
3/10

"cannot recommend BA"

(Canada)

Trip Verified | While BA may have made some positive improvements to its Club World product, its World Traveler product and catering leaves much to be desired. The first meal service was very slow, more than 3 hours to serve the meal. The portions were incredibly small - the chicken dish contained maybe 5 pieces of chicken, 2 pieces of broccoli, and a piece of unknown food. Small snacks were available during the flight, but the real let down was the snack before landing in Vancouver. It was a bizarre tasting chicken pastry wrap, which didn't have much chicken and did not taste at all like a pastry. It was too sweet, too mushy, and too salty. The seats, although not exactly spacious, were tolerable, although the aisles are very narrow, and cabin crew and other passengers frequently bumped into me while walking up and down the aisles. Cabin crew were generally responsive to passengers' request, and once or twice during the flight, came down the aisles with drinks. However, the poor level of catering made for a very frustrating trip. I certainly cannot recommend BA.
AircraftA350-1000
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon Heathrow to Vancouver
Date FlownJune 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

“a very poor last impression of BA”

(Canada)

Trip Verified | British Airways new Club Suite is a marked improvement from their older Club World seats. The new Club Suite offers a fair amount of privacy, especially with the screen door closed, and includes direct aisle access. When fully reclined, the seat converts into a fairly spacious bed, although I found the surface on the side a bit hard and uncomfortable to sleep on. The catering on board was fairly good and tasty - the appetizers and the main course were generally well cooked, although the cabin crew were very slow with the meal service. It took almost 3 hours after departure from Vancouver for the meal service to be completed. Prior to arrival, a light breakfast was served, which contained a croissant, a small egg and bacon sandwich, and a mango puree. BA's catering on this flight was generally good. Unfortunately, upon arrival at Heathrow, passengers had to wait over 90 minutes for checked baggage to arrive. No explanation was given, and not a single member of ground staff came to assist passengers or provide any information about when checked baggage would arrive. This was a very frustrating end to what was otherwise a fairly enjoyable trip in Club World, and left a very poor last impression of BA.
AircraftA350-1000
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteVancouver to London Heathrow
Date FlownJune 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