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 1612 reviews
5/10
4 star Skytrax Rating
Filter Reviews by :
Show
2/10

"avoid BA as much as possible"

(Switzerland)

Trip Verified | During the time of Covid-19 it is normal, that a airline has to cancel their flight. I’m ok with that, also when it means that I had to reorganize a few things. What’s definitely is not okay is the compensation via voucher - you can’t use their voucher online or for a cheap flight - on the hotline they offer you no online fare and just way more expensive prices! So stay far away from their voucher. For me as a regular traveler I will avoid BA as much as possible in the future. I even won’t use my miles with BA...
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteZurich to London
Date FlownApril 2020
Value For Money 12345
no
7/10

"stands out in many areas"

(Poland)

Trip Verified | London-Heathrow to Warsaw on 14th March. British Airways stands out in many areas of the flight experience, starting from check in and ending on the deplaning. Very friendly, smiling, chatty people throughout my journey, including the lovely captain, who gave all the information about delay, missed slot and new departure time. What is also really appreciated in those coronavirus times, he entered the passenger cabin before takeoff without any mask whatsoever and assured us, this aircraft is so modern and has such good air filters that we are safe here. The boarding procedure was very well organised (no chaos) with 5 groups boarding sequentially. I didn't try the paid Marks&Spencer on board service but I think it would be a nice touch to get some refreshments free. The one thing I can pick on is the cleanliness of the rear toilet. Whilst the rest of the cabin was impeccably clean, the toilet was filthy.
AircraftA321neo
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon-Heathrow to Warsaw
Date FlownMarch 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"laptop was left inside the flight"

(United Kingdom)

Trip Verified | Just before the borders were closed in South Africa due to Corona Virus, I went to the Airport to find out if the flight scheduled will fly as planned, there was no international flight customer service staff available so I was not able to get a response, the only number available was a UK number which will cost me more than a flight to enquire. Next day I managed to get on board the flight. Sadly due to my fault, I forgot my laptop inside the Aircraft on arrival to terminal 5. I was one of the last passengers to leave the plane. I realised my mistake after I passed security and I was not allowed back into the Airport to collect my laptop which is fair enough and I understand why I could not go back to the Aircraft. They gave me a number to call and I have been calling the number since March, so far it has been zero positive response because they are using a third party company to help you which has zero interest to help you find your lost items. Basically BA does not have means in place for passengers to find their items. My laptop was left inside the flight hence it is impossible for crew staff and cleaning staff to not find it hence I just can not understand how they can not find it bearing in mind it was 100% left inside the plane. Lessons learned, avoid if you can.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteJohannesburg to London
Date FlownMarch 2020
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

"worst sort of management bureaucracy"

(United Kingdom)

Trip Verified | At check-in desk at T5 Heathrow was told by BA staff that Sweden only allowing Swedish nationals into country. This was contrary to advice on Swedish Government website. I rang the border control office at Arlanda airport. They confirmed that EU/EFTA/EEA & UK nationals were clear to enter the country. I offered the phone to BA staff to clear up any confusion. They declined and then changed their story saying it was their own company policy. I spent the next hour trying to get through to BA on the telephone for a refund. The calls were being disconnect due to high call volumes. BA standard of service compared to the other major European airlines was dishonest and obstructive. Furthermore if the other airlines can provide customer support on the telephone or via email at this time BA should be able to do the same. While in-flight staff at BA are still terrific, they are let down by the worst sort of management bureaucracy.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLondon to Stockholm
Date FlownApril 2020
Ground Service 12345
Value For Money 12345
no
1/10

"poor customer service"

(United Kingdom)

Not Verified | I booked a flight with them on 26 of March, but was unable to flight to the destination due to coronavirus restrictions. Since then I am trying to call them every day! I also filled out the form to request a refund but no reply in a week. Today I finally managed to spoke to the lady on the phone from their CS, but she just directed me to their website or she gave me another number. This number directed me to call again the first number I called already! After minutes of waiting again I spoke to another lady, she asked me for my reference and said she will transfer me to someone else, when she hang up on me!! Unbelievable!! So you can not even call them, and when you finally speak with someone no help at all! I never thought company like this have this poor customer service especially in situation like this with the corona virus.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Budapest
Date FlownMarch 2020
Value For Money 12345
no
1/10

"understand the turmoil caused by Covid-19"

(United Kingdom)

Trip Verified | I flew to Vancouver mid March to see my mother, then in hospital. Three days after arrival my mother passed away and I subsequently needed tochange my return flight to be able to attend her funeral. I tried to manage my booking online, as BA suggest. But, because I had bought a package that included car hire the BA site said I was unable to change this online and I had to call their customer services. I spent over 19 hours hanging on a telephone trying to call the numbers listed online. I set up conversations Facebook and Twitter, they went unanswered. On the second day of my telephone ordeal I actually called a different number and spoke to a guy in ‘holidays’ who said he couldn’t help me either but that he would try and add me to the queue for the help line. When this was finally answered after another hour and a half of waiting I managed to blurt out my Ref number, nothing else… before that call was disconnected. Thankfully the one person I had briefly spoken to in the Duty office that night then emailed me back and I was able to have a conversation about my need to change flight. This change took about 10-15 minutes over a few emails. But the person helping me couldn’t extend the car hire because the vehicle had already been collected. The only way this could be managed would be by myself calling the car hire company. But two days previously, when I tried to manage my booking online I was told I couldn’t do this because I had bought a package and that this could only be done by BA. I do totally understand the turmoil caused by Covid-19, but never again BA.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteVancouver to London
Date FlownMarch 2020
Ground Service 12345
Value For Money 12345
no
2/10

"A voucher is not sufficient"

(United Kingdom)

Not Verified | Very disappointed that BA are not making it straightforward to claim a refund on cancelled flights back due to covid-19, effectively holding onto my money illegally. Do what’s right and make it straightforward to do it online. A voucher is not sufficient. Or get more phone operators. The virus is stressful enough without you making to check your site for updates and a 2 hour wait on the phone. Very disappointed - I expect much better from you!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLondon to Marrakesh
Date FlownAugust 2019
Value For Money 12345
no
3/10

"use the travel credit by May 2020"

(United States)

Not Verified | I booked my flights to the UK in May 2019 and had to cancel our trip to the UK on March 12, 2020 .. 4 days prior to leaving because a travel ban was going to start on March 16, 2020 and because I am older and have pre-existing health conditions, my doctor asked me to postpone our trip. The British Airways customer care associates I talked with were great and caring and they were able to issue us travel credit for tickets that were non-refundable. Now the problem is, I need to rebook and use the travel credit by May 2020 for travel to the UK by May 2021 or lose all the credit from our trip. How can I make travel arrangements by May 2020 with the coronavirus out of control throughout the world and travel bans in place? I understand BA has policies in place, but I cannot understand how you can expect someone to make travel arrangements while the world is dealing with COVID-19. I feel this timeline is unfair to any consumer who has trust with their preferred airline, my preferred airline is still British Airways. British Airways needs to reevaluate their policies during a world crisis....and make adjustments as needed to be fair to consumers who trust them. Whether a consumer has purchased refundable or non-refundable tickets should not matter, because forcing a consumer to rebook while a world pandemic is happening and not adjusting your policies to the situation can change your loyal customers, remember, there are many other airlines out there to choose from. The coronavirus is something that no one has any control of. I guess the bottom line is I think British Airways needs to put some common sense to their policy. I want to rebook and travel, but I am hesitant to this at this time. Hopefully, May 2020 this pandemic is over for all of us.
AircraftBoeing 777
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSeattle to Heathrow
Date FlownMarch 2020
Value For Money 12345
no
1/10

"such deceitful practices"

(United Kingdom)

Trip Verified | I have a booking for March 19th, London Heathrow to Valencia, and BA still show this flight as operating and are not providing any refund option. The BA website was updated on 17 March to state "We’re working closely with the Foreign & Commonwealth Office (FCO) to continue flying, where travel restrictions allow and where it is safe to do so." I then checked the FCO website that was also updated on 17 March and it states: "The Foreign and Commonwealth Office (FCO) advises against all but essential travel to Spain." So it is clear that BA deem it "safe" to fly to Spain despite the FCO statement. I know the airline is suffering, like the rest of UK industry and business, but how can they get away with such deceitful practices. It is clear they are expecting customers to change their booking to the future and keep the funds, and are not complying with the British FCO advisory. Is this actually legal?
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLondon to Valencia
Date FlownMarch 2020
Value For Money 12345
no
1/10

"not surprised they are in trouble"

(United Kingdom)

Not Verified | London Gatwick to Funchal. British Airways are still forcing people to fly to Madeira when the Foreign Office has advised against anything other than essential travel. My wife and her friend were due to fly to Madeira on 17 March for a week's holiday when we found out that the FO had advised against travelling there. The Madeira government had ruled that new arrivals would spend 14 days in quarantine no matter how long their stay, that's a week longer than their proposed stay. Her friend contacted BA but was told they could not have a refund as the flight was still on! They offered a voucher. If this is an example of BAs customer service I am not surprised they are in trouble.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon Gatwick to Funchal
Date FlownMarch 2020
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