"BA need to do better"
Peter Olbison (United Kingdom)
✅ Verified Review | Malta to Gatwick. This is for British Airways Catering Service Managers. They have invested a lot of time and money into your meal scheme so as to earn extra income rather than give free meals. Initially I was very impressed when I spied the M&S food and drink menu which does merit appreciation. However, on flight BA 2645 from Malta to Gatwick my initial feelings of happiness were swiftly gutted. I am a strict vegetarian so I was happy to see the selection of vegetarian fayre but unfortunately by the time the trolley got to me (a long time I might add) there was no veggie sandwiches, no veggie focaccia, not even mixed nuts (for heavens sake!). Of course there was plenty for the non-vegetarians. Not only that but the Couscous Salad has chicken on it but no veggie alternative. I was very disappointed and BA need to do better. For me to fly with BA again I'd need some assurances that they will care just as much for the veggie people as for the meatheads.
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | Malta to Gatwick |
| Date Flown | May 2017 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
"Absolutely disgraceful"
D Wardan (Australia)
✅ Verified Review | London to Zagreb. British Airways lost my luggage on the 20th June and here I am on the 30th still trying to get some information. We came across the most ridiculous customer service agent on the 21st who advised us we were unauthorised to be enquiring about the claim because we weren't providing the correct information. When we asked him what information was incorrect he would not proceed with our call. On the 6th day when we were back at the airport to fly out we were told that the bag was delivered to our temporary address the day before, what a mess! We were told that they would try to get it on the last flight and that they would call us, when we arrived at Heathrow we went to the customer service desk to ask where we could get some information and the lady would not even let us in the line because 'there is no such thing as a place to follow up missing luggage, if you make a claim you need to just wait for a phone call. I never heard from anyone. We are back home now in Australia and I have just called to follow up the bag to which I was advised that the claim has been closed. Now I need to wait for the claim to be reopened and wait another 72hrs to get an update. Not once have we received a call from anyone, our phone bill is over $800AUS due to the amount of calls we had to make. I suggest British Airways take a good hard look at how you treat your customers who spend a hell of a lot of money to fly with your airline and take in to some consideration how you would feel being on the other side of the world with no luggage for 10 days. Absolutely disgraceful.
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | London to Zagreb |
| Date Flown | June 2017 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"They are truly incompetent"
M Axford (United Kingdom)
✅ Verified Review | Manchester to Philadelphia. I booked my flights through British Airways, but the flights were American Airlines. I booked a gluten free meal both ways, using the field in the booking form that BA had provided. When the meals came round, I was told that BA had not passed on my dietary requirements, and all they could offer me was a small salad (half a tomato and some lettuce). When I landed, I emailed British Airways to complain, and ask them to ensure I had a gluten free meal on my return. I received no reply, and again there was no food for me on the flight. After countless emails, I finally received a message telling me that even though British Airways had a field on their form to ask for my dietary requirements, I should have contacted American Airlines to request it. British Airways apparently pick and choose which information they send to the carrier airlines. I told them that they shouldn't ask for information that they don't intent to pass on, but was met with the same 'you should have requested it better' line. They are truly incompetent, at one point they started talking about my child - which I don't have. 0/10 for customer service.
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | Manchester to Philadelphia |
| Date Flown | June 2017 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"attentive and good natured"
Timothy Farr (United Kingdom)
✅ Verified Review | Just landed from the second of two flights in First between London and Kuala Lumpur and on both legs, the experience was exceptional. Chose seats 1E and 1F on both legs for my partner and I, and seats were clean, well maintained, fully functioning and very comfortable. Ground service at T5 is a vast improvement with the new First Wing; passed through quickly and met by attentive staff, with prompt and professional service in the Concorde Room. Golden Lounge at Kuala Lumpur less inspiring but staff very good and nice dinner menu. Onboard the staff on both legs were professional, friendly, intuitive, attentive and good natured, and they went out of their way to accommodate our dining requests. Flowers in the bathroom (which was kept clean, though a second bathroom would be helpful as had to wait at times) and amuse bouche provided. Plenty of wine, no shortage of food and nothing ran out - my glass was never empty and the crew knew when to make the bed up without having to ask. These flights reminded of why we fly with BA and remain loyal to them.
| Aircraft | Boeing 787-9 |
| Type Of Traveller | Couple Leisure |
| Seat Type | First Class |
| Route | Kuala Lumpur to London |
| Date Flown | June 2017 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
"Baggage had not been loaded"
Piers Croke (United Kingdom)
✅ Verified Review | Frankfurt to London Heathrow. Three bags belonging to self and colleague checked 26 June at Frankfurt on the 1720 flight to London, 2.5 hrs before flight. Flight arrived in London (40 mins late) and 1 of 3 bags appeared on carousel (a business flight with virtually no checked baggage on it). Courteous Customer Service personnel in Baggage Hall took details - noted that "Baggage had not been loaded". Promised that bags would be sent on first flight the next day and should be delivered to our office by 12.00 noon. Nothing, and still waiting for delivery at 1510 three days later. How and why 1 out of 3 delivered, and why 48 hours for delivery?
| Type Of Traveller | Business |
| Seat Type | Economy Class |
| Route | Frankfurt to London Heathrow |
| Date Flown | June 2017 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"Club World is now very tired and worn"
11 reviews B Samson (Ghana)
✅ Verified Review | British Airways business class Heathrow to Accra as the BBC reported "The most delay-afflicted route. 85 out of 122 - or 70% - of flights on this route were delayed by over 30 minutes last summer". As a regular on this route I can verify these unacceptable delays. Indeed my flight the delay was, as usual, over an hour. The Club World product is now very tired and worn - no updates to it despite the constant updates by other carriers. The BA crew were fine, but not given good enough product tools to outshine other airlines. Usual chaotic boarding process for this flight - the airlines knows it will have issues with hand luggage, but always board the plane with only thirty minutes to departure. It will never work on this routing. When will BA learn? The seating in the usual BA format for business class is just not keeping up with other airlines - including One World members like Qatar, American or Royal Jordanian. The constant having to lower the divider between seats to serve is both rude and poor service. The comfort is now more akin to Ethiopian Airlines on their older aircraft rather than that expected of BA. The LHR-ACC-LHR route is a money maker for BA - they use their old and tired aircraft on the route and milk it for all it is worth. Air France and KLM probably offer a better business class service on this route. A great shame to see one of the previously great airlines go down and down in standard.
| Aircraft | Boeing 747 |
| Type Of Traveller | Business |
| Seat Type | Business Class |
| Route | Heathrow to Accra |
| Date Flown | June 2017 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"airline is a national disgrace"
D Harben (United Kingdom)
✅ Verified Review | London Heathrow to Seattle. I haven’t even taken this flight yet and I am totally disillusioned. I have flown with British Airways 3 times out of Manchester and on each occasion the aircraft has had technical problems and this has caused me to miss my long haul connecting flight. On this occasion I have decided to drive down to London Heathrow to avoid this issue and now there will be a strike! I telephoned BA customer service today to ask about the laptop situation, after pressing many buttons I was informed all the lines are busy and cut off. I will never book a flight with BA again, even if this means I have a long layover or connection time. This airline is a national disgrace and the British flag should be removed from the livery. If I get on the flight, I will let you know how it is!
| Type Of Traveller | Couple Leisure |
| Seat Type | Business Class |
| Route | London Heathrow to Seattle |
| Date Flown | June 2017 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"they are failing dismally"
R Jarvis (United Kingdom)
✅ Verified Review | On the 13th June 2017 I travelled from Mykonos to London Heathrow on BA 651. If British airways are trying to compete with budget airlines they are failing dismally. We were two hours into a four hour flight before the refreshment trolley reached us only to be informed that there were no sandwiches left for us to purchase. All we were offered was a packet of peanuts or a packet of two biscuits. This flight left around lunchtime and I would have thought it would be obvious there would be a large demand for something to eat. To add to the problems of no refreshment being available there was only one card machine in operation. If there is going to be a no cash policy then make sure your staff have the tools to work with. I have today received a telephone call from BA following my initial complaint which really served no purpose. It was a case of sorry but we are working to improve the service which doesn't help me. A service which was very good before the cost cutting. 'We fly to serve' I somehow don't think so anymore. Easy jet, Ryanair and other budget airlines must be clapping their hands with joy as they will benefit from this shambles. I cannot imagine flying with BA again.
| Aircraft | A320 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Economy Class |
| Route | Mykonos to London |
| Date Flown | June 2017 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"I will no longer pick BA"
G Stratton (United Kingdom)
✅ Verified Review | I was flying back from Zurich to Heathrow after a visit to see my son. We arrived in time at the airport. Check in was quick and friendly. But once we got through security the trauma of BA began. A 2 hour delay on the screen. Why didn't they tell us at check-in? Yes, they did know as it transpired the flight had a problem earlier in the day. Once the boarding began all was okay until we got on one of BAs old planes with the most sullen crew you could ever meet. No welcome. The seats were hard and uncomfortable. Before taking off the Captain explained the delay had been due to a faulty door. The door had now been decommissioned as not for use and hence some seats were empty. A strange explanation and comforting for anyone who had a fear of flying! When the food service came I was asleep but my said they ignored her. When we did arrive at Heathrow T5 we ended up at the C gates, so adding another 20 minutes or so. Based on this I will no longer pick BA as a preference. The brand once the favourite airline is no longer.
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | Zurich to London Heathrow |
| Date Flown | June 2017 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"BA has lost the plot"
Edward Smith (United Kingdom)
✅ Verified Review | Rome to Heathrow flight on the 23rd June delayed take off over 6 hours due to technical fault. Minimal information and absolutely no customer service or support. No refreshments provided. The only information we received was when the captain came of the aircraft to tell us what was happening, he was the only one who cared. BA support and service in Rome was non existent. After take off the cabin crew came around with their trolley of drinks and unbelievably I had to pay £2.30 for a cup of tea despite a 6 delay with no refreshments provided. BA is now an overpriced budget airline with no service focus, actually thats unfair to budget airlines who provide much better service. BA has lost the plot.
| Aircraft | Boeing 767 |
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | Rome to Heathrow |
| Date Flown | June 2017 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
Flat bed seat / suite
In-seat &/or USB power
Onboard WiFi
Audio / video on demand
On demand dining
Fine wines & beverage service
Pillows & duvet / blanket
Pyjamas / Sleepsuit
Amenity kit
On demand dining
Seat pitch : 31 ins
Seat width : 17 ins
In-seat &/or USB power
Inflight entertainment
