"Lies and misleading unprofessional service"
S Dateen (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 Traveller | Business |
| Seat Type | Premium Economy |
| Route | Houston to London Heathrow |
| Date Flown | September 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"express our displeasure and concerns"
Robert Brown (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 Traveller | Couple Leisure |
| Seat Type | Premium Economy |
| Route | Chicago to Rome via London |
| Date Flown | July 2023 |
| 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 |
"cancelled the rebooked flight"
Lynne McWhinnie (United Kingdom)
Not Verified | I booked Premium Economy from INV to LAX (via LHR). They notified me of a cancelled flight on my return journey and rebooked me on a flight that my connecting flight arrived too late for! Then they cancelled a flight on my journey to LAX! They then cancelled the rebooked flight on the return journey and rebooking me back on the first flight that they had rebooked me on - the flight that I have no chance of making as my return flight arrives too late into LHR. They re-routed me from LAX to JFK to LHR - which I would have accepted - but they booked the journey in Economy (LAX to JFK) which my husband (6'4" with a knee injury) - cannot do and now they won't change it - even though they have a direct flight from LAX to LHR with Premium Economy and unacceptable flight allows us 54 mins to transfer flights at JFK - and my husband won't be able to walk slowly, let alone quickly, after enduring the 6-hour flight from LAX to LHR. I have chatted only to have my calls disconnected and I also have online chat which proves I did not accept this re-routed flight to JFK but they won't budge.
| Type Of Traveller | Couple Leisure |
| Seat Type | Premium Economy |
| Route | Inverness to Los Angeles via London |
| Date Flown | November 2022 |
| Value For Money | 12345 |
| Recommended | no |
"Things have really deteriorated"
Pradeep Madhavan (United Kingdom)
✅ Trip Verified | My family and I have flown mostly on British Airways for the last 30 years. I am a priority passenger and fly often enough to recognise cabin crew and know some by name. They used to be a really good airline to fly with. Things have really deteriorated with their face to face customer care since the pandemic. The aircraft look worn. For example, on my flight back my audiovisual equipment did not work and had to be reset twice, finally working in the last hour before we landed. The second time around, I think the reset was done for the whole aircraft. The touch screen function on my screen did not work. The USB charger ports on my seat did not work. The staff were pleasant enough, but their service oozed mediocrity. There did not seem to be much pride in what they were doing. The food has been the worst part on our BA flights since the pandemic. They gave us a menu, asked what we’d like, did a check and then told us that it was not available as they had run out and would we like to choose something else. They then told us that we’d get first choice at the second service which they couldn’t deliver on. Finally after choosing and getting whatever it is that we did, the food was tasteless. We take part in post flight surveys regularly and have stated all of this, to no avail. As a family of 3, we fly British Airways medium to long haul regularly, possibly 4-6 times a year each. For us, the good things about flying BA are that we are priority customers, usually have a direct flight to our destinations and get good service on the ground, when checking in and in the lounges when we use them.
| Aircraft | Boeing 777 |
| Type Of Traveller | Couple Leisure |
| Seat Type | Premium Economy |
| Route | Chennai to London |
| Date Flown | July 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"short-changing passengers"
Bervin Hedman (United Kingdom)
Not Verified | BA is not treating its premium economy passengers with respect. You pay for a premium economy service and are then compelled to use the economy toilets at the back of the plane. This is short-changing passengers.
| Aircraft | Boeing 777 -200 |
| Type Of Traveller | Family Leisure |
| Seat Type | Premium Economy |
| Route | Kingston to London |
| Date Flown | June 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"All in all very disappointing"
M Johnson (United Kingdom)
✅ Trip Verified | My husband and I booked seats within our premium economy booking. On both outward journey BA015 on 12 February and return on 11 March we were last OR almost last to be served food. Each time they had run out of our choices. On one occasion I did not eat as only available option was curry which disagrees with me. On all flights there appeared to be an undue focus on curry/spicy food. All in all very disappointing and left us with a very poor opinion of British Airways.
| Type Of Traveller | Couple Leisure |
| Seat Type | Premium Economy |
| Route | Sydney via Singapore to London Heathrow |
| Date Flown | March 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"Service was good"
E Smyth (United Kingdom)
✅ Trip Verified | Busy day at LHR and flight full. Lounge crowded but B gates lounge quieter. Flight left on time, very professional crew, greeted by name and executive club status acknowledged and thanked for return custom. A nice touch. Service was good. Food average. Entertainment good. Early arrival, quick processing at JFK. All good.
| Aircraft | Boeing 777-300 |
| Type Of Traveller | Family Leisure |
| Seat Type | Premium Economy |
| Route | London to New York |
| Date Flown | May 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Wifi & Connectivity | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
"cancel your flight without notice"
B Sherry (United States)
Not Verified | Top Ten REASONS to not use British Airways To all: Be Aware and be on Notice- Travel at your own risk I have travelled for years on many different airlines, and I have to say that British Airways ranks as one of the top two most horrible airlines to fly. Don’t waste your time or money. Customer service is non-existent. Please be on notice that if you purchase a ticket from them and once, they have your money, you can kiss any customer service and or help resolving your issue goodbye. We used them to travel to Europe and it was the worst experience I have had with an airline in years. When you work hard and save your money to travel, you expect a good experience. Welp not with this company. Who I am sure, makes millions on customers per year. I understand that sometimes things happen, but this started right after we booked our flight AND THE BAD EXPERIENCE DID NOT END UNTIL WE SET FOOT BACK TO OUR HOMETOWN. Please take note: #1 - The customer service number is buried on the internet and not listed on their website. I had to google it and still got the run around when someone finally answered. Trust me, the number is a secret. #2 – When you FINALLY find a customer service number, there is a long wait and when or if someone answers, they will not resolve your issues. Instead, they pass the buck to whatever airlines that they sold your ticket to. NO ONE TAKES OWNERSHIP #4- What airlines operates 365 days a year and around the clock but doesn’t have customer service reps to help you, the customer? BRITISH AIRWAYS that’s who. #5 - They will cancel your flight without notice and not notify you, AT ALL. NO EMAIL, NO TEXT. #6- If you are not the primary on your ticket you will get no notifications or even if you are the primary, you may or may not get notifications. #7 - If you pay for seats and you pick them, it doesn’t matter, they will cancel your seats and not refund your money and then play stupid. #8 - The flight may be cheaper, but it is not once you are done paying for seats. #9- They will route to another partner airline and not notify you #10 – If you have a connecting flight, they will cancel one leg and not the other and NOT NOTIFY YOU. I will never use them again. And if this review helps one person that heeds my advice, then my job is done.
| Type Of Traveller | Couple Leisure |
| Seat Type | Premium Economy |
| Route | Dallas to Madrid via London |
| Date Flown | May 2023 |
| 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 |
"Overall not a good airline"
Srinivasan Balaji (United States)
Not Verified | Food was lousy. Who ever is planning the Asian Hindu Vegetarian meal is clueless as to what this meal includes. The snack was also lousy. It took us 2 hours just to go from T5 to T3 and clear security check. The place was chaotic. We get to our boarding gate and again a long line with 40 minutes wait for someone to check passport and boarding pass. Seats in Premium economy was ok, but when the passenger in front reclines, there is very little space for the window seat passenger to cross over. Overall not a good airline.
| Aircraft | Boeing 777 |
| Type Of Traveller | Couple Leisure |
| Seat Type | Premium Economy |
| Route | Seattle to Zagreb via London |
| Date Flown | April 2023 |
| 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 |
"delayed and missed connecting flight"
P Patel (Canada)
✅ Trip Verified | Had the worst experience. The flight from London to Toronto got delayed and we missed the connecting flight to Halifax. We were four including an infant and a toddler aged 4 years, despite being delayed and missed the connecting flight the ground staff were not at all helpful. We waited for an hour to get them to talk to us and at 12 am they told us they have not booked any hotel for us to stay that night and asked to go search for a hotel on your own, very nice of you British Airways. At least you guys should have given some consideration to the travelers who travel with children and booked some accommodation. We will NOT to travel on this airline again.
| Aircraft | Boeing 777 |
| Type Of Traveller | Family Leisure |
| Seat Type | Premium Economy |
| Route | Bangalore to Toronto via London, |
| Date Flown | April 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 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
