"downright rude and abusive"
Andrew Pybus (United Kingdom)
✅ Trip Verified | Obviously many airlines have gone downhill in recent years. Prices have increased and services have gone down. The most disappointing thing about BA is that aspects that really don’t need to get worse have. The check in staff at Heathrow are downright rude and abusive, shouting at passengers to line here and there and rolling their eyes if passengers get confused with the constant shouting and bullying. Airlines are now competing globally more and more and this behaviour is particularly noticeable in Asia where the service industry is next level. I wouldn’t want to suggest that all the staff are like this and many younger employees are polite and helpful. However there were a couple of older staff that were downright rude and obnoxious.
| Aircraft | Boeing 787 |
| Type Of Traveller | Business |
| Seat Type | Premium Economy |
| Route | London to Hong Kong |
| 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 |
"Very impressive and efficient"
l Higgs (India)
✅ Trip Verified | First time flying with British Airways and first time flying to the Americas from India via London Heathrow. I chose Premium Economy at a reasonable price. I was quite comfortable, however, the first leg of the flight from Mumbai to Heathrow, the plane was a bit outdated and there was only a foot rest. The second leg, from Heathrow to Nassau, the plane was brand new and my premium economy seat had a pop up leg support which was much more comfortable. Cabin service was fine - I appreciated that they didn't come through the cabin often while everyone was sleeping. The meals weren't that great to be honest. After landing in Heathrow, we had to wait on the tarmac for 45 minutes waiting for an open gate. My connection was less than an hour long! The BA staff in the Heathrow Airport helped me move through security quickly and I made it with time to spare for my next flight. When I arrived in Nassau, I found that my luggage didn't make it due to the short connection time in London. The BA baggage representative in Nassau was extremely professional and took down my claim. My luggage arrived on the next BA flight a few days later, and British Airways Nassau representative delivered it over to a charter airline which shipped it to the island I was staying on. Very impressive and efficient!
| Aircraft | Boeing 777 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Premium Economy |
| Route | Mumbai to Nassau via London |
| Date Flown | March 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 |
"fallen far behind their competitors"
1 reviews Kevin Coker (United Kingdom)
Not Verified | We were flying World Traveller Plus their Premium service. What it was not was Premium. We have travelled with many airlines and lucky enough to fly Premium most times. BA's premium is the worst I have come across. The flight from Heathrow to JFK was just ok, the flight back was in a plane that should not be used. Old, dirty, uncomfortable with two broken seats out of the four we had, one would not recline and one reclined without using the button. BA needs to look at the Premium service and offer exactly that instead of trying to cut costs. They have fallen far behind their competitors, they were once my preferred airline but now I try and avoid at all costs. I would rather pay more and fly with someone else.
| Type Of Traveller | Couple Leisure |
| Seat Type | Premium Economy |
| Route | New York JFK to Heathrow |
| Date Flown | March 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"one drink service on 10 hour flight"
L Howard (United Kingdom)
Not Verified | Flew premium, only worth the extra money for the bit of extra room. Penny pinching means there’s no other benefit - one drink service on 10 hour flight, no fizz offered before take off, poor food, boarding was badly organised. Food left on tables 30 min before landing with no tea and coffee offered. Few small cups of water passed around but nothing “premium” about this. New planes have been decorated terribly - feels like you’re in a dentist waiting room. Devoid of any personality or joy. Only fly if the only option, only fly premium if it’s not too expensive - seriously not worth much more than economy these days, especially if you’re in the middle 4.
| Type Of Traveller | Couple Leisure |
| Seat Type | Premium Economy |
| Route | London Heathrow to Las Vegas |
| Date Flown | March 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"catalogue of errors and inconveniences"
M Wilson (United Kingdom)
✅ Trip Verified | Outward journey BA245 London to Buenos Aires Club World 10 January 2023. Our experience was poor from beginning to end. Although we had reserved seats 11F and 12J, another passenger was occupying 11F and crew made no attempt to address the problem. Eventually, I persuaded the passenger to move and occupy her designated seat 11D. We boarded punctually but were not offered drinks. When I asked for a drink, the crew member said it was too late and blamed the seating problem. The same crew member then began taking orders for dinner but did not write them all down and gave up after a few minutes for the safety briefing. She asked us to repeat our orders later. The hot flannels smelled musty and felt old and ragged. One of the crew wondered aloud whether my companion and I were related. My soup was cold, I was told it was served from flasks. Was that an explanation or an excuse? My coffee was weak and tasted like instant granules. My companion was initially served no bread roll with dinner. The breakfast menu stated a 'selection of rolls/pastries' but there was no choice and my companion was given a dried fruit pastry, where he would have chosen a bread roll. Although we had not previously asked for or been offered any other than those supplied at the seat, small bottles of water ran out. Return journey BA244 Buenos Aires to London Heathrow World Traveller Plus 26 January 2023 was a huge contrast, from the warm welcome on boarding to crew’s professionalism throughout. It’s a poor reflection on Club World service that our experience in World Traveller Plus was so much better and kinder. Weighed against the advantages of a flat bed, the considerable price difference was not worth paying for the catalogue of errors and inconveniences outlined above.
| Type Of Traveller | Couple Leisure |
| Seat Type | Premium Economy |
| Route | London to Buenos Aires |
| Date Flown | January 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"the food was poor"
Christopher Neep (United Kingdom)
✅ Trip Verified | Check in agent at LHR was very helpful and friendly as were the in flight crew. Seat was comfortable with good leg room. However, the food was poor - barely better than economy class with a poor quality and limited selection of wine. In flight entertainment selections we’re very limited. Far inferior to what BA used to offer. Overall, this premium economy product was disappointing and very poor value for money.
| Aircraft | Boeing 777-300 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Premium Economy |
| Route | London to Vancouver |
| Date Flown | January 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"I find BA incredibly tacky"
Sam Hassan (United Kingdom)
Not Verified | I find BA incredibly tacky and constantly looking for ways to get money out of customers. I have travelled using major airlines my whole life and although I know it sounds silly - when on a 4 hour flight on a major airline you do expect some form of beverage or snack as a curtesy and a port to charge your phone and not have to pay insane prices for luggage. There was no inflight entertainment and the aircraft was very snug, when I challenged why I had to pay for my own drink and why no inflight entertainment - I was told it was a short haul fight. My sisters met me from Cairo (which is an hour and half flight) and flew Egyptair and somehow received luggage allowance, drinks, food and inflight entertainment as well as a USB port to charge their phones. BA I now realise stands for Budget Airline. Staff were great - what you got for your money not so much.
| Type Of Traveller | Solo Leisure |
| Seat Type | Premium Economy |
| Route | London Heathrow to Athens Greece |
| Date Flown | April 2022 |
| 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 |
"Upgrade was worth it"
6 reviews J Meares (United Kingdom)
✅ Trip Verified | Paid £200 day before flight for an upgrade from economy to premium economy. At checkin they could not find my booking so a little wait while they rang someone who explains on the upgrade you get deleted from the system the checkin agent sees? Took about 5 minutes to resolve. Seat was nice enough. Stowage pocket in front a bit small. Food was reasonably nice. Shame that the bathroom is all the way back through economy and there is a bit of a queue. IFE system is good but selection mediocre. Worst part of the flight is that at CPT so we were on a remote stand and bussed in. Through passport control quickly but then it took an absolute age to get our luggage which ruined what would otherwise have been a reasonable flight. Upgrade was worth it at £200 maybe £300 (its a long flight) but their offers of £2000 or whatever for premium economy is comedy pricing. Score before the luggage fiasco would have been 7 or 8 / 10. With the luggage fiasco I can't rate it more than 4/10.
| Aircraft | Boeing 777 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Premium Economy |
| Route | London Gatwick to Cape Town |
| Date Flown | December 2022 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"Cabin crew - Treated passengers as an inconvenience"
Richard Cowling (United Kingdom)
Not Verified | Boarding – at gate at LGW they called Group 1 to board (we were World Traveller Plus & Group 3), then called "anyone in Groups 2-6", whereupon everyone else surged forward. Why have numbered boarding groups if you don’t use them. Cabin crew - Treated passengers as an inconvenience as they moved about the plane. At one point a passenger was coming out of the toilet as a crew member approached and the crew member just pushed the door closed pushing them back into the toilet as they went past, and without even a word. No acknowledgement when you stood aside to let them past. Service – We were in the final row of six in WT+ (which has a total of 48 seats). The lunch meal was brought out and we were the last people to be served (not unusual for back row seats) but when it came to us there was only the vegetarian option left of the 3 menu options. Cabin steward said that they had only been given 48 WT+ meals. There was a second hot meal served before we landed. Again, the same server got to us last and again there was only a vegetarian option left. I asked if it might not have been possible to commence serving this second meal from back to front so that we had a choice for at least one meal, and she said she hadn’t thought of that! Food – Some of it was inedible. Vegetarian Cannelloni had pasta so thick and uncooked neither of us could eat it. The bread roll was crispy like toast in the bottom half and soft in the top half. Only thing I could eat was the Baby Bel! In between meal snacks consisted of a 2 biscuit pack of shortbread, pretty basic. Drinks – They ran out of red wine 4 hours into an 11-hour flight. Toilets – There was no toilet accessible directly from the WT+ section. We had to walk halfway down the plane through Economy to reach a shared toilet. We flew Virgin Atlantic 2 months before in equivalent (Premium Economy) and it was so much better. Organised boarding, sparkling wine or orange on boarding (water or orange in BA), food options available (even in last row seats), better food, proper glasses/cups for drinks, dedicated toilet access, help yourself snacks, helpful service from cabin crew. We will not be looking to fly BA over Virgin in future.
| Type Of Traveller | Couple Leisure |
| Seat Type | Premium Economy |
| Route | London Gatwick to Cancun |
| Date Flown | November 2022 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"luggage was finally delivered on Thursday"
R Marton (United States)
✅ Trip Verified | Missing baggage customer service was the worst I’ve ever experienced. I arrived back in Phoenix on Sunday evening and air tags showed my bags arrived on Monday, but it took three more days before they were finally delivered. I understood that due to delays caused by freezing fog in London my luggage did not make it onto my final flight. I filled out the required form at the Phoenix airport and then attempted to fill one out online where I received a message saying that the bags had already been reported missing and to enter the tracking code that had been sent to me via email, but no email was received. I made phone calls daily and was told a message was sent and I should hear back within 24 hours. Finally the email with the tracking number was received on Tuesday night. I went online with the tracking number on Wednesday and it requested that I provide the same information that I had given them on the form at the airport. My luggage was finally delivered on Thursday afternoon.
| Type Of Traveller | Solo Leisure |
| Seat Type | Premium Economy |
| Route | London to Phoenix |
| Date Flown | December 2022 |
| 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
