British Airways Customer Reviews

5/10

"will now be considering other airlines"

J Brown (United Kingdom) 9th October 2015

Flew Dublin to Las Vegas via London Heathrow, then returning Miami to Newcastle. I've been a staunch fan of British Airways over the years but am starting to feel like they're not really that bothered about international Economy passengers. Service is just okay and certainly doesn't feel personable as it once used to, whereas domestically it is still good. British Airways Boeing 747's are old and feel and look that way too. Food from the UK is not bad but from the USA is just inedible. They really need to sort this out. Inflight entertainment is old in comparison to other airlines. I will be considering other airlines when I go to the USA now!

Aircraft	Boeing 747-400
Type Of Traveller	Couple Leisure
Seat Type	Economy Class
Route	DUB to LAS via LHR
Date Flown	October 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Inflight Entertainment	12345
Ground Service	12345
Value For Money	12345
Recommended	yes

4/10

"inflight entertainment is rubbish"

T Ronayne (United Kingdom) 9th October 2015

I'm starting to go with British Airways less and less. I must warn you about BA's picky prices, which jump suddenly with no explainable reason. For example, an LAX flight I was looking at went from £200 per person per way, to £450 per person per way, in just one day! My last trip with them (Jersey to Miami) wasn't very good. Service at Jersey Airport and London Gatwick Airport was great, but the plane wasn't so good. The seats are quite uncomfortable, food is a bit disgusting, inflight entertainment is absolute rubbish, and the in are just outdated and need replacing/refurbishing. The worst part was as Miami, where the 'Express' Bag Drop only lane turned out to be slower than the Check in and Bag drop lane, and even that was slow. Worse, the staff were rude and honestly couldn't care less. Sad as this airline is meant to represent Britain in a way.

Aircraft	Boeing 747
Type Of Traveller	Family Leisure
Seat Type	Economy Class
Route	Jersey to MIA via London
Date Flown	April 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Inflight Entertainment	12345
Ground Service	12345
Value For Money	12345
Recommended	no

4/10

"no passenger baggage arrived"

David Trounce (Canada) 8th October 2015

Flew British Airways from Toronto to Rome via London, and have no complaint with our flights or crew which were excellent. But when we arrived in Rome, my opinion of British Airways was formed. None of the passenger baggage arrived in Rome and we were all left in the dark. When no baggage came down, we all got into the baggage handler lineup, Avia, and wasted time filling out a form. We were given a phone number for British Airways but it was out of service. Calls to Avia went unanswered. We finally went outto the airport, 2 days later, and found our baggage in an unsecured location. We werd never informed by British Airways if and when we would receive our baggage. We did receive compensation for the clothing and toiletries we had to buy but not fod the expense of getting out to the airport. This has soured our opinion of British Airways.

Type Of Traveller	Couple Leisure
Seat Type	Economy Class
Route	YYZ to FCO via LHR
Date Flown	September 2015
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

7/10

"need help to get the service right"

Nick Read (Australia) 7th October 2015

I paid for myself to get a First upgrade for my return, as the British Airways Club World seats are not great for this long trip. The new First product is excellent. The service was greatthe seats comfortable, inflight entertainment very good, and the food was well presented, with a good choice of wines. I slept well, and actually enjoyed the journey - one I do very regularly on other carriers but chose BA this time for a change. Bags were tagged as priority but in Sydney they came out after about 120 other pieces of luggage, meaning I nearly missed my onward connection to Melbourne. Staff gossip in the galleys - it's a flimsy curtain and I don't want to hear about staff boyfriend troubles, holiday plans, or crew roster. Cleanliness of the toilets is the responsibility of the staff to monitor, but in First the toilets are too cramped, and I ended up wiping the toilet floor myself with tissues and sanitary wipes because I didn't know what that liquid on the floor was. While safety and the journey are the most important things, it's these "Attention to detail" items that make or break the service experience. BA ground crew, ticketing agents, cabin crew, pilots are commendable, but British Airways needs to help them to get the service right.

Aircraft	Boeing 777-300
Type Of Traveller	Business
Seat Type	First Class
Route	LHR to SYD via SIN
Date Flown	September 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Inflight Entertainment	12345
Ground Service	12345
Value For Money	12345
Recommended	yes

2/10

"you could care less"

E Ohler (United States) 7th October 2015

We paid for World Traveller Plus (Premium Economy) for our British Airways flight to London. Aircraft was a Boeing 777, excellent plane. Cabin crew, very efficient and friendly. Seats and legroom, very good. What I find lacking to make World Traveller Plus worth the money is no priority check-in or security, no priority boarding for WTP passengers. In fact WTP passengers were the very last to board? Even United, Delta and American offer priority check-in and boarding. I contacted British Airways to inquire why and the reply was the usual corporate speak "We're very sorry you were disappointed, blah,blah,blah." Okay British Airways, you could care less.

Aircraft	Boeing 777-300
Type Of Traveller	Couple Leisure
Seat Type	Premium Economy
Route	DFW to LHR
Date Flown	September 2015
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

1/10

"Fawlty Towers of customer service"

Steve Purkis (United Kingdom) 7th October 2015

My issue is the very poor British Airways customer relations service you receive once there is an issue, it is only then you see what BA really is. Following a dreadful experience trying to sort out a weekend in Paris I decided to complain to British Airways customer relations, that was the start of a nightmare and frustrating experience. BA customer service is like the Fawlty Towers of customer services! I have tried many times ringing, longest on hold before I hung up was 2hrs, fastest through 45 mins. They only want to get you off the phone as quick as they can and keep apologising that they are so busy! I have emailed them and had 5 generic emails back no resolution, worst is they are from 5 different people who clearly have not read the notes from previous emails, I have had two phone calls following tweets - all they tried to do was sell me something and had no idea that I was trying to complain. They said they would get customer services to call me, but guess what, no call!

Type Of Traveller	Family Leisure
Seat Type	Economy Class
Date Flown	February 2015
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

9/10

"seamless and effortless"

Leon Rossouw (United Kingdom) 7th October 2015

As always, the whole BA experience from website to landing was seamless and effortless. This is my preferred airline for long as well as short haul flights as I've had many happy miles under the belt with BA. The website is extremely easy to use so a positive experience from the start. Cabin crew always friendly and helpful and food good. I am a vegetarian so can not comment on the normal food served. Planes on the Cape Town route a bit dated now but does the job well. Well done for being a star airline. Looking forward to many more hours in the air with BA.

Aircraft	Boeing 747-400
Type Of Traveller	Couple Leisure
Seat Type	Economy Class
Route	Cape Town to London
Date Flown	October 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Inflight Entertainment	12345
Ground Service	12345
Value For Money	12345
Recommended	yes

6/10

"new plane, tired old seat design"

1 reviews Nick Read (Australia) 7th October 2015

The A380 is a splendid aircraft with a great passenger experience. I chose to fly MEL-LHR via HKG so I could try British Airways new A380. I was so disappointed to see that they have used the old "Backwards / Forwards" layout for Club World on this new aircraft type. I remember using this seat type back in 2002, but it is now tired and lacklustre when compared to other airlines. A brand new plane, and tired old seat design. It felt as though we were being packed in so that British Airways can max out the revenue. The whole thing was a bit claustrophobic. The service was okay but not outstanding, the food was good and the wine choice excellent. Ground crew in HKG were pretty average, but in London were helpful.

Aircraft	A380
Type Of Traveller	Business
Seat Type	Business Class
Route	HKG to LHR
Date Flown	September 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Inflight Entertainment	12345
Ground Service	12345
Value For Money	12345
Recommended	yes

6/10

"airline with very mixed quality"

C Jasper (Germany) 7th October 2015

British Airways is an airline with a very mixed quality. I am flying it very often and I think that quality is decreasing over the last few months. Whereas lounges are great and the staff is almost nice, the flight attendants sometimes are unfriendly. On this flight one flight attendant hit me twice with his cabin trolley and did not even excuse himself. The aircraft and the seats in Premium Economy are quite good including food and drinks. But the worst with BA is customer support and help with problems. On my outbound flight from PHL to LHR I had a problem with reserving a seat. Although it was shown as free in the map (no bassinet!) I was not able to select it. First time calling the customer support I was told this is a technical error. Second time the lady told me that this is not bookable as this is next to a bassinet. Then one day later is was reserved. I called again and they told me that I was too late. Any hint on my two other calls was answered with "that's your problem. You have a seat what is the problem?". I mean at least she is right but the attitude is extremely bad and maybe there is a reason why I want to have this seat. My email with a complaint on this wasn't answered till today excet for the automated we will answer asap. If British Airways continue with that customer service I might change shortly.

Aircraft	A320 / Boeing 787
Type Of Traveller	Business
Seat Type	Premium Economy
Route	DUS to PHL via LHR
Date Flown	September 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Inflight Entertainment	12345
Ground Service	12345
Value For Money	12345
Recommended	no

8/10

"food choice was great"

C Volk (United States) 6th October 2015

I use the Las Vegas to London Heathrow route as my primary choice getting to Europe. Flight was on time, British Airways cabin staff provided excellent customer service. Food choice was great. Past reviews are on mark about the inflight entertainment needing an update.

Aircraft	Boeing 747-400
Type Of Traveller	Solo Leisure
Seat Type	Business Class
Route	LAS to LHR
Date Flown	September 2015
Seat Comfort	12345
Cabin Staff Service	12345
Food & Beverages	12345
Inflight Entertainment	12345
Ground Service	12345
Value For Money	12345
Recommended	yes

British Airways

Customer Reviews