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 367 reviews
5/10
4 star Skytrax Rating
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2/10

“customer service non existent”

(United Kingdom)

Trip Verified | Communication and customer service non existent, they make me pay for seat on my return flight from Madrid to London, where didn’t should be as my ticket was premium economy. On the time of check in just was able do BA-MAD but to not MAD-LHR just in Madrid they issued boarding pass changed my seat from 5F to 19F worst seat ever, explained rudeness on Madrid - plane changed. That section is Business and you are premium only, we send you to the back,, no apologies, no answer complaints, low cost airlines treat you better, refund of seat received but zero apologies.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteMadrid to London via Buenos Aires
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

“It was a terrible experience”

(United States)

Not Verified | Jan 30th, I booked a last-minute, transatlantic flight to Ireland to attend a funeral for a close friend of mine. So, the nature of the trip was bad enough as it was. It was not a vacation for me. On the transatlantic leg of the flight, BA was the airline. It was a terrible experience. A baby was crying right next to me for a good portion of the flight. That’s not BA’s fault, but just to continue to set the stage. Mid-flight they had to close both the bathrooms in the middle of the plane. I was in seat 16J, right behind one of the bathrooms. They both started leaking sewage into the passenger compartment. I could see the water coming toward me and soon it was under my feet. As you can imagine, it didn’t smell great. It made a bad trip worse and got all over a new pair of boots. I contacted BA about this and explained in great detail what had happened. Their response was essentially, “Sorry about that”. I contacted them again to verify that this was the formal response. They responded by offering me a 50 euro voucher to use on a future BA flight, which has very little value to me, if any. I contacted them again, giving them another chance to make it right. Nothing. It’s not their fault that there was a screaming baby, nor is it their fault that the restrooms overflowed, created a disgusting mess, and soiled my boots. It is their fault that they made no effort to make it right. This is not just an inconvenience. It's a health and safety issue. As far as I can tell, I’m the only one who got sewage under my feet. I think this is completely unacceptable and will do everything I can to avoid flying BA in the future.
AircraftBoeing 777
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteAustin, TX to Shannon, Ireland via Austin
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
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
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
6/10

“Staff look tired and overworked”

(Canada)

Not Verified | Overall not bad. Staff look tired and overworked, trying their best. Weird seats, I was in 21G going, and 21D going home. The buttons to press for the seat recline are so stiff I had to get help on both flights to get them to work. There is another button, also very stiff, to bring the “leg rest” out. This is an awkward thing which doesn’t come up far enough to be of any use at all for your legs, but just obstructs your feet really. Again, I had to get help to activate the very stiff buttons. At one point, the lady next to me was pressing the buttons for me while I tried to recline, sit up, or put the “leg rest” back. We gave up and called the flight attendant, who also had trouble. BA: please give this some maintenance! Food: only one out of three menu choices available by the time it got to me in Premium Ec. It was pasta and was not too bad. A Christmas Turkey Dinner was offered, but why not load more if it is so popular that it is not available 10 minutes into the meal service? “Breakfast” was an unidentified soggy pastry thing in a cardboard tube. It was disgusting, same offered on return journey. A cold pastry and fruit would be so much nicer. The tea and coffee was hot at least. Overall, I would say Air Canada provides a much superior Premium Ec service than BA. I won’t choose BA again.
AircraftA350
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteVancouver to London Heathrow
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

“The most ridiculous thing I've heard”

(United States)

Not Verified | Beware! BA don't provide any refund due to a very serious medical reason. My father was diagnosed with a severe heart defect a couple of weeks before his flight date and BA refused to give any refund as this was not a good enough reason!! We sent them a medical note from his doctor saying he is unfit to travel due to potential heart failure and needs to have heart surgery as soon as possible, and the operator totally dismissed it. They said only thing they can do is change the travel date within a year. Heart surgery recovery takes months and it's highly unlikely that he will be able to travel within the year, meaning he would lose his ticket and money! They said they can't do anything to help, not even change the name on the ticket so someone else can use the tickets! The most ridiculous thing I've heard!
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteCyprus to New York
Date FlownDecember 2023
Ground Service 12345
Value For Money 12345
no
8/10

"sufficient leg and arm room"

(United Kingdom)

Trip Verified | Booked online months ago and the only hitch was replacement aircraft meaning chosen seats were different. I was informed of this prior to departure so could amend. Bag drop at MAN T3 wasn't smooth but I suspect that was MAN fault. Shuttle boarding was slow and delayed meaning a rush at LHR T5. The flight to CPT was full but we left more or less on time. The cabin was clean and PE was what we expected, sufficient leg and arm room plus a few little perks with drinks. Only complaint is the seats actually recline too far. Staff were very good during the first few hours of service, especially George. Food was quite tasty but one option wasn't loaded. Breakfast was also quite tasty and we landed on time. The fly in the ointment is both our cases arrived late on the carousel and only later did we notice both had been broken into, likely at CPT. All in all a pleasant surprise.
AircraftBoeing 777-300
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteManchester to Cape Town via London
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"not a single feedback from British Airways"

(Germany)

Not Verified | My initial flight was cancelled 8 hours prior the flight. Then I was automatically rescheduled for next day. Next day, the flight was delayed leaving Hamburg and missed my connecting flight to Las Vegas. Me and several other passengers spent the night in London. British Airways provided us with vouchers but the transfer bus dropped us at the wrong hotel (closest to our hotel) and told us that we can walk there if we want to. As a result, I lost two nights hotel reservations that I made in las Vegas. I opened a claim and provided all receipts to British Airways to get refund of my hotel reservations, but over 5 weeks now, not a single feedback from British Airways. I will avoid all flights with them in future, and will share this story.
AircraftA350
Type Of TravellerBusiness
Seat TypePremium Economy
RouteHamburg to Las Vegas via London
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"Lies and misleading unprofessional service"

(United Kingdom)

Trip Verified | Care and support shocking. Written by a previously loyal BA traveller. Lies and misleading unprofessional service. Told that my flight was cancelled. Booked on to next available flight in downgraded cabin from business to premium economy. Called to ask why. Told technical fault with my original flight. My suspicion was another reason. At airport, check in staff said that not enough crew to staff original flight earlier in day. Why take my money and allow me to book a flight which would have allowed me to get to work as a doctor in the first place! How can you trust such an organisation to look after you as a flying customer.
Type Of TravellerBusiness
Seat TypePremium Economy
RouteHouston to London Heathrow
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"express our displeasure and concerns"

(United States)

Trip Verified | This is to express our displeasure and concerns regarding our flight to Italy. Our trip was effectively ruined by the failure of our luggage to arrive with us, coupled with the length of time it took for it to eventually reach us (9 and 12 days)! Our departure dates: June 19, 2023 - Flight BA 294, Chicago to London. June 20 rebooked by BA on BA 546, London to Rome. All flights were late. On arrival in Rome, my wife was forced to walk to the check-in desk because our reservation for wheelchair assist from the plane was never transferred by BA. She was told by the cabin crew that there was no reservation for her transport. Also, our checked baggage (2) failed to make the BA rebooked flight from London to Rome. BA took 9 days to deliver my bag and 12 days to deliver my wife's. I called BA Baggage Claim Services daily. I was frequently cut off after waiting on hold for over an hour. We had Apple Air tags in both bags, and sent pictures showing their exact location to BA Baggage Claim several times. After 5 days, BA stated that they found my wife's bag, but needed to verify ownership! Both bags as described had bright pink 4” easily visible tags and bright pink bows. Taking 9 and 12 days to deliver them is inexcusable. Our return date: July 3 - BA 553, Rome to London. BA 297, London to Chicago. All flights were late. We arrived in Chicago more than 3 hours late, missing our ground transportation to our home in Michigan (3 hours away). We had to find a hotel and stay overnight near Chicago. On July 12 we filed our expenses for replacement of lost clothing and toiletries, also for food purchased at Heathrow due to the flight delay and overnight hotel charges in Chicago. After 2 weeks, I went online asking for some follow-up on both cases, but have had no response at all from BA. We are retirees on fixed income, and cannot fund BA’s errors. I can honestly say that the times I was able to reach a human being, they were all courteous and attempted to help, but appeared at a loss.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteChicago to Rome via London
Date FlownJuly 2023
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