“Worst service ever”
Chirag Thummar (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 Traveller | Solo Leisure |
| Seat Type | Economy Class |
| Route | Boston to Düsseldorf via London |
| Date Flown | January 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"unprofessional attitude of the pilots"
D Carreno (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.
| Aircraft | A350 |
| Type Of Traveller | Business |
| Seat Type | Economy Class |
| Route | Sao Paulo to London Heathrow |
| Date Flown | January 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 |
“Next time it will be Jet2”
Simon Channon (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.
| Aircraft | A320 |
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | London Heathrow to Lisbon |
| Date Flown | January 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
“become the Ryanair of long-haul travel”
Melissa Harris (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 Traveller | Family Leisure |
| Seat Type | Economy Class |
| Route | London to Hong Kong |
| Date Flown | January 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 |
"Zero customer service"
A Karsin (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 Traveller | Family Leisure |
| Seat Type | Economy Class |
| Route | Dublin to London Heathrow |
| Date Flown | January 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Ground Service | 12345 |
| Wifi & Connectivity | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"baggage arrival nearly took 1.5 hours"
Muhammad Yasin (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 Traveller | Business |
| Seat Type | Economy Class |
| Route | Glasgow to London |
| Date Flown | January 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"Overall very satisfied"
S Keane (United Kingdom)
✅ Trip Verified | Overall very satisfied. Ground staff member at YVR was extremely helpful & courteous. A350 was only a few months old, so seats were in good order & comfortable by the standards of a modern day Y class seat, although the very small washroom was already starting to look a bit shabby. Cabin crew very friendly & professional, & meal service carried out at reasonable time in the flight. Choice of 2 options for the main meal which was the same for both legs of my journey 1 month apart. Flight departed on time but unfortunately upon landing at LHR we were unable to deplane for quite some time due to a staffing issue at LHR which so not the fault of the airline, and we were given frequent updates on the situation from the flight manager & the flight deck.
| Aircraft | A350-1000 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Economy Class |
| Route | Vancouver to London |
| Date Flown | January 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 | yes |
"Gate agent was extremely rude"
K Higgins (United States)
Not Verified | Extremely rude ground service. We were non-rev flying and London was our connection/layover. Gate agent was extremely rude and forced me to check my carry on suitcase with the explanation that it was “oversized.” However, when I put it in the sizer, it fit perfectly without force. The plane was not fully booked and had lots of room overhead. The gate agent was insistent and rushed us with no regard for the fact that we would have to redo security in order to get our bags again, as we were switching airlines and needed to carry them on due to our non-rev status. The flight itself was good, attendants were polite and helpful. No complains there. Just extremely unhappy with the gate agent service. I understand that it is not a pleasant job and frankly I would not be overjoyed to work there either but that does not explain why we had to be inconvenienced with no fair explanation or attention.
| Type Of Traveller | Family Leisure |
| Seat Type | Economy Class |
| Route | Rome to London |
| Date Flown | January 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
" Worse than a low-cost carrier"
S Neale (United Kingdom)
✅ Trip Verified | Flight left on time and arrived over half an hour earlier than scheduled (thanks to strong tail winds). The flight was full but no catering had been loaded for economy passenger at Heathrow so for 3 and a half hours we only had a small bottle of water and a small packet of corn snacks. Nothing at all available to even buy to eat! Worse than a low-cost carrier experience in this sense. One of the light panels overhead the seats towards the back of the plan was broken and loose and just hanging above the unfortunate passenger's head for the whole flight (poor maintenance of cabin). I would choose another airline on this route in the future, as one of their competitors offers full meal service on this route even in the economy cabin.
| Aircraft | A320 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Economy Class |
| Route | London Heathrow to Istanbul |
| Date Flown | December 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
“incompetence in customer service”
K Pearson (United States)
✅ Trip Verified | I recently encountered a highly disappointing experience with British Airways, specifically regarding their customer service. After my initial flight leg was canceled, I was rebooked with a connection at London Heathrow reduced to a mere 1 hour and 30 minutes. Realizing the impracticality of this, I promptly contacted British Airways within 10 minutes to request a more reasonable layover of 3-4 hours. Shockingly, the customer support representative flatly refused, citing an inability to change my flight. Despite explaining the logistical challenges of a short layover and a terminal change requiring additional security procedures, I received no assistance. To add to the frustration, the representative inaccurately noted on my account that I was presented with multiple options during our conversation. Moreover, the use of military time format and the lack of initial options provided only exacerbated the communication issues. Both phone and email support proved equally incompetent, and I was informed that customer service is outsourced to India, allegedly contributing to the subpar service. This experience has left me not only struggling to rebook my flight but also with a strong resolve to avoid British Airways in the future. The lack of assistance, blame-shifting, and overall incompetence in customer service make it my worst experience yet. I strongly advise others to steer clear of British Airways and their appalling customer service.
| Type Of Traveller | Solo Leisure |
| Seat Type | Economy Class |
| Route | Indianapolis to Mumbai via London Heathrow |
| Date Flown | December 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
