"cancelled our return flight"
P Marten (Canada)
✅ Trip Verified | Absolutely horrible customer service - will never fly again. We left Toronto for London, and then missed our connecting flight from London to Mumbai, so we had to book with a different airline and pay the costs. They then cancelled our return flight (3 weeks later) from Mumbai to Toronto without notifying us. We just happened to find out when we tried to check in on the day of. We are now stuck in Mumbai with 3 small kids, no return flights. First and last time flying with them.
| Type Of Traveller | Family Leisure |
| Seat Type | Economy Class |
| Route | Toronto to Mumbai via London |
| Date Flown | February 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"KLM is definitely a league over BA"
S Mahoney (Denmark)
Not Verified | BA is not what it used to be! As much as I like their onboard crew their check in staff lacked interest in their job and safety. At no point did he make eye contact or ask Security questions and counters opened 7 minutes late. Crew from CPH was wonderful but announcements were too loud and too many, maybe I was just grumpy! Took less than 15 to get out of LHR through self service and transfer to LGW was a breeze. Crew on the POS sector was OK, had an aisle Seat and was bumped into by a cabin crew booty continuously for 9 hours. Not her fault but could never relax fully. One Caribbean Crew excelled and joined the Carnival spirit most passengers were feeling onboard. I wonder if BA management ever tasted the food onboard? Absolutely tasteless and some of the worst. I saved €550 choosing BA over KLM which was the only reason I chose Them. KLM is definitely a league over BA in many aspects and no need to change airports.
| Type Of Traveller | Family Leisure |
| Seat Type | Economy Class |
| Route | Copenhagen to Port of Spain via London |
| Date Flown | February 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
"never be flying with BA again"
Jana Chua (Singapore)
Not Verified | I will never be flying with BA again. This is my first and last. I was flying from Singapore, transit at Sydney and then to Auckland, my destination. Firstly, there was an hour delay for the flight from Singapore. That was fine, I received an email in advance and could just head over slightly later. I confirmed with the staff at Singapore that I'll make it just fine for my connecting flight since it was just an hour delay vs a few hours in transit. I arrived in Sydney, the flight was fine and the BA staff were decent. I knew that it was close to my boarding time and so I rushed through the checks to get to my international transit flight. We were ushered downstairs to catch the shuttle bus. After queuing for such a long time, they scanned my boarding pass and said that I was taken off this flight (I was not notified prior) and had to find the transfer desk and request for a re-book of my connecting flight. I rushed over as quickly as I could to waste no time. The lady who was a Qantas rep told me that I needed to speak to a Menzies rep about this matter. She gave me instructions to find a Menzies rep. I rushed to the boarding gate of an Asiana flight to speak to a Menzies rep but they were busy boarding the passengers. So, I waited by the side for all the passengers to board, only to be told to head to another transfer desk to re-book my connecting flight. There were other disgruntled passengers when I arrived. The next available flight was at night. This meant that I arrived at 8+am at Sydney and had to wait for close to 12 hours to get on the next flight. As I did not have an Aussie visa (did not need one as per my booked flights), I was not granted a day stay and was given a meal voucher and was sent off to hunt for a good place to rest/sleep/nap. Many cafes and restaurants rejected my meal voucher by the way but I finally got food. Ultimately, my re-booked flight was delayed again by another 30mins. The stress, anxiety, fatigue and hassle caused by BA's poor re-booking system. I've filed a formal complaint and request for compensation and we're waiting to hear back.
| Type Of Traveller | Solo Leisure |
| Seat Type | Economy Class |
| Route | Singapore to Auckland via Sydney |
| Date Flown | March 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Wifi & Connectivity | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"they refused to fly me back!
Armando Castro (Australia)
✅ Trip Verified | I bought a return trip with BA, through Webjet Australia last year. I would fly from Sydney to Porto middle of June with no problem. But I had to return earlier to Australia. So I requested a change in the dates from March to January. I should point out that BA partners changed the details of the return flight many times. That is not a problem. The problem is that although I was flexible with the dates they refused to fly me back. I had to buy a ticket from another company to travel to Australia. Later I asked for a change of the return date to January of next year. Again that was turned down. I will keep in mind this negative experience with BA when booking future trips.
| Type Of Traveller | Solo Leisure |
| Seat Type | Economy Class |
| Route | Sydney to Porto via Singapore / London |
| Date Flown | June 2023 |
| Value For Money | 12345 |
| Recommended | no |
"Poor from start to finish"
Simon Channon (United Kingdom)
✅ Trip Verified | Poor from start to finish. Six months after purchasing our tickets I added an extra bag at the exorbitant cost of £130, but this transaction failed to make the system. I rang BA customer services only to be cut off without a reply. At LHR a manager had to be summoned to verify my printed receipt of payment. I was assured there would be no problem on the return trip. Wrong. Same experience at LIS! On board, an hour delay because of late discovery of technical fault. Old plane, with an uncomfortable seat with minimal legroom. Soggy cookie and small bottle of water offered free. Return trip, even more uncomfortable seat, made worse by the extra recline the passenger in front of me enjoyed due to his knackered seat. Once upon a time BA stood for something. No longer. Next time it is TAP, with their much newer planes.
| Aircraft | A320 |
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | London Heathrow to Lisbon |
| Date Flown | February 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"no better than the worst of the low cost"
Peter Hansell (United Kingdom)
✅ Trip Verified | That was supposed to be my flight but it was cancelled 12 hours before takeoff. After nearly 4 months BA finally responded to my compensation claim confirming I was due statutory compensation. Another 2 months later and still not received it despite chasing. According to BA my bank must have lost the payment so now apparently my problem again. From my experience a once great airline now with customer service no better than the worst of the low cost carriers.
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | Pisa to London Heathrow |
| Date Flown | September 2023 |
| Value For Money | 12345 |
| Recommended | no |
"Never again"
Kevin Statham (United States)
Not Verified | We have flown BA five times from western USA to England. Always decent service. Never again. If you have a problem their website is impossible to navigate. It’s terrible, takes you in endless repeating circles and loops that never lead to any resolutions. They lost our suitcase. We spent hours upon our arrival in Lisbon trying to navigate their website. It was frustrating and fruitless. Three days into our trip and we still are waiting for our clothing and toiletries and electronics. Can we talk to a real person? No. It’s impossible. We have even quit thinking about the $396 we spent to secure seats in Economy that turned out to have no extra legroom. We paid $400 extra for nothing. We are done with BA. Whoops, not quite. We still have to get home.
| Aircraft | A350 |
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | Phoenix to Lisbon via London |
| Date Flown | February 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Wifi & Connectivity | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"Is this how low BA has fallen?"
C Horton (United Kingdom)
✅ Trip Verified | London Heathrow to Istanbul at the start of the half-term school holidays and so the flight was very busy indeed. Boarding was quite well managed with neatly presented and pleasant gate agents one of whom went out of her way to assist an elderly passenger with mobility issues. I felt singled out by a member of the BA crew who insisted that my small bag was taken and checked-in. Other passengers had large bags and were not stopped from taking them onto the flight. During the flight I felt that a staff member was very unprofessional towards me. I had an aisle seat and he spoke at length to the couple sitting next to me about their country of origin. I may as well have been invisible. The same member of the cabin crew then disappeared and returned with a selection of drinks and snacks from Business class for his compatriots. He managed to spill some liquid on me and did not even acknowledge me. The A320 was clean, no IFE and not even a route-map to follow the journey. It was a rather clinical flight and exceptionally basic. I received a small bottle of water and two broken digestive biscuits. The wifi did not work and the ridiculous skyshop was not accessible either. I asked for a coffee and the cabin crew member kissed his teeth at me. Is this how low BA has fallen? I also noted tension between the same member of the cabin crew and 2 of his colleagues. This is not good enough. Disembarkation was remarkably orderly and civilized and the captain made an effort to engage with passengers during the flight with sensible updates.
| Aircraft | A320 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Economy Class |
| Route | London to Istanbul |
| Date Flown | February 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"flights they have not actually provided"
Michael Gardiner (United Kingdom)
Not Verified | Another case of reviewing British Airways flights that they have not actually provided. I booked several months ago for London to Casablanca via Madrid (with the Madrid to Casablanca leg on Iberia), returning from Marrakech direct on BA. First the Marrakech flight was cancelled, so I had to rebook on Royal Air Maroc. Now BA has changed the London to Madrid leg to be operated by Iberia. So, instead of my booking through ba.com having 2 out of 3 legs operated by BA, I now have none of them being BA flights - and they did not transfer my paid-for seat selection on London to Madrid, so I have got to arrange a refund of the payment. What is the point of an airline offering a service and taking your money for that service, only to decide later that they cannot be bothered to provide what you have paid for in good faith? Only giving 1 out of 10 because I cannot mark it as zero to reflect the zero service received.
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | London Heathrow to Casablanca |
| Date Flown | February 2024 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
“they have ignored every communication”
Stephen Blakey (United Kingdom)
Not Verified | I did not actually get to fly with BA as they cancelled the flight with 3 days notice and refused to offer an acceptable alternative, resulting in 2 people losing their holiday (a river cruise). Since then, as appears to be their standard protocol, they have ignored every communication regarding their obligations for compensation and I have no option but to pursue them via official channels.
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | London Heathrow to Berlin |
| Date Flown | October 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 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
