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 3752 reviews
5/10
4 star Skytrax Rating
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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
3/10

“Next time it will be Jet2”

(United Kingdom)

Trip Verified | Not a great experience. I could not check in online as two separate parts of the BA computer system do not talk to each other. At LHR a delightful check in clerk sorted it quickly, manually! We boarded on time, but luggage loading had to be halted as the Captain spotted a technical issue and an engineer was called. By the time it was sorted we had missed our slot so took off an hour behind schedule. The flight was uneventful, but the plane had clearly seen better days, legroom was appalling and the handout of a small bottle of water and a soggy cookie made one wish for the days when flying BA meant something special. Next time it will be Jet2.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon Heathrow to Lisbon
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

“become the Ryanair of long-haul travel”

(United Kingdom)

Not Verified | I was excited to fly BA as I'd not travelled with them long haul for over 25yrs. I've travelled to Australia on many occasions, so I've pretty much travelled with them all. Terrible was my experience. BA have become the Ryanair of long-haul travel, riding on their previous good name and reputation. We were delayed for 5hrs at the terminal, where we were offered one glass of water and then at the last minute our meal - with no additional drinks offered. The charging points were outdated and 3 out of 5 didn't work (family of five travelling). The in flight entertainment was also outdated and the movies available were poor compared to other airlines. The food was atrocious - we flew BA LHR-HongKong and return and Cathay HK-Australia return and the comparison was vast. We were offered pre meal drinks and snacks, drinks with our meal, a menu for our flights so we knew our choices, the quality of the food was vastly better with Cathay. Our luggage was lost for nearly two hours in Hong Kong and when we arrived into London, one of our bags was so badly damaged it was unusable. The only redeeming part was the crew on our return flight were amazing. Severine was an angel and helped make the journey more pleasant for my kids.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLondon to Hong Kong
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
1/10

“They never help us”

(Germany)

Not Verified | I just want to warn everyone of the worst customer service experience ever! It really looks like British Airways customer service over the phone are trained to not help you in anyway and to create more problems rather than solving them. Last week we called British Airways to make a reservation for the family. At the time we explained to the customer service representative that we wanted to make a booking and then pay with a transfer of miles from American Express. The representative told us that he could not make the reservation until the miles were in the account, and asked us to contact American Express and make the transfer so that the booking could be made. The conversation was recorded by British Airways and could be checked. We immediately called AMEX (within 30 minutes) and solicited the transfer of 500K miles. AMEX clearly stated to us whether we were sure as the transfer was not reversible. We said that it was fine since we had checked previously with British Airways. We then called British Airways immediately to make our reservation to Miami. They confirmed that the miles arrived to our account, but to our surprise they told us that there was no space (not even one seat to Miami) and that we could not use the miles. We explained the situation and how we were led to believe that we could have a flight with miles if we transferred the miles, but all this went on deaf ears. We called the German office, which was absolutely unhelpful, so we also called UK customer service which was just as unhelpful. No manager was able to open a flight for us with miles and they just kept repeating that this was not possible (even though we if we paid for the flight and got the seats and also seats were available if we would have had gold status). In the end British Airways took absolutely no responsibility for causing the problem, did not give us a solution, kept our miles and we have to pay for a trip to Miami. With this service to their customers this is a company that should not be in business. Every time we call they made us wait for over 45 minutes then they answer and put us on hold, I have 2 days of waiting and talking with British Airways for over 2 hours each day, we were on the line for over 45 minutes each time. We were told by the lady agent to hang up the phone as I was too long on the phone and she had other customers? And we are not customers? They never help us.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteDusseldorf (DUS) to Miami (MIA)
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

“uncomfortable seat and disgusting food”

(United Kingdom)

Not Verified | Paid for business class travelling Cairo to London Heathrow but all I got was an economy seat. Only difference from economy is middle seat was vacant. Couldn't recline, no entertainment for the 5hr+ flight, uncomfortable seat and disgusting food. Put in a formal complaint 3 days ago and had no reply. BA's account on X is hacked. Got approached by scammers after posting there and even after flagging this to BA nothing done about it. Just disgusting. Avoid.
Type Of TravellerFamily Leisure
Seat TypeBusiness Class
RouteCairo to London Heathrow
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Zero customer service"

(Ireland)

Trip Verified | The plane was extremely dirty with chocolate smudged all over mine and my children's seats. I had to wipe down all the seats. After we landed I immediately realized I left my camera with it's bag in the airplane overhead cabin. They would not let me back on the plane for security reasons so I went to The British Airways team on ground & they refused to contact cabin crew only until we threw up a massive fuss then the manager reluctantly agreed which by that point cabin crew had disembarked. Now it's been over 3 weeks with no sign of my camera so it is assumed stolen. I have complained to British Airways and all I get is an automated/generic response to keep checking with Lost Property. Zero customer service for their regular customers and this all could have been mitigated if they had been willing to help at the very beginning - very disappointed.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDublin to London Heathrow
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
4/10

"baggage arrival nearly took 1.5 hours"

(United Kingdom)

Not Verified | Overall journey wasn’t bad however at the end, the baggage arrival nearly took 1.5 hours (more than actual flight time). Baggage of other flights arriving after had been delivered whereas the baggage staff on airport had no clue and information as to why baggage of this flight hasn’t arrived. They raised their hands saying they can’t do anything further. Poor communication and no customer facing skills.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteGlasgow to London
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 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