“customer service non existent”
C Allen (United Kingdom)
✅ Trip Verified | Communication and customer service non existent, they make me pay for seat on my return flight from Madrid to London, where didn’t should be as my ticket was premium economy. On the time of check in just was able do BA-MAD but to not MAD-LHR just in Madrid they issued boarding pass changed my seat from 5F to 19F worst seat ever, explained rudeness on Madrid - plane changed. That section is Business and you are premium only, we send you to the back,, no apologies, no answer complaints, low cost airlines treat you better, refund of seat received but zero apologies.
| Aircraft | A320 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Premium Economy |
| Route | Madrid to London via Buenos Aires |
| Date Flown | February 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 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 |
"could not have been better"
Caleb Lowe (United Kingdom)
✅ Trip Verified | Have no fear when your BA flight is operated by Finnair. The business class seats offer more leg room than the BA offering and the service just could not have been better. Food (BA) was good too. Excellent flight arriving so much ahead of schedule that there was a delay disembarking as there was no one available at LHR to pilot the bridge.
| Aircraft | A320 |
| Type Of Traveller | Couple Leisure |
| Seat Type | Business Class |
| Route | Malaga to London Heathrow |
| Date Flown | February 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
"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 |
“It was a terrible experience”
Anthony C Gallagher (United States)
Not Verified | Jan 30th, I booked a last-minute, transatlantic flight to Ireland to attend a funeral for a close friend of mine. So, the nature of the trip was bad enough as it was. It was not a vacation for me. On the transatlantic leg of the flight, BA was the airline. It was a terrible experience. A baby was crying right next to me for a good portion of the flight. That’s not BA’s fault, but just to continue to set the stage. Mid-flight they had to close both the bathrooms in the middle of the plane. I was in seat 16J, right behind one of the bathrooms. They both started leaking sewage into the passenger compartment. I could see the water coming toward me and soon it was under my feet. As you can imagine, it didn’t smell great. It made a bad trip worse and got all over a new pair of boots. I contacted BA about this and explained in great detail what had happened. Their response was essentially, “Sorry about that”. I contacted them again to verify that this was the formal response. They responded by offering me a 50 euro voucher to use on a future BA flight, which has very little value to me, if any. I contacted them again, giving them another chance to make it right. Nothing. It’s not their fault that there was a screaming baby, nor is it their fault that the restrooms overflowed, created a disgusting mess, and soiled my boots. It is their fault that they made no effort to make it right. This is not just an inconvenience. It's a health and safety issue. As far as I can tell, I’m the only one who got sewage under my feet. I think this is completely unacceptable and will do everything I can to avoid flying BA in the future.
| Aircraft | Boeing 777 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Premium Economy |
| Route | Austin, TX to Shannon, Ireland via Austin |
| 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 |
"all needs a serious rework"
S Jackson (United States)
✅ Trip Verified | I am a British Airways Gold Guest List member (with Lifetime privileges). In spite of that I have given up Britsh wherever possible. I take ten or more trans ocean trips a year. I am fortunate to be able to fly First Class - unfortunately British no longer has a First Class product - the sell one by that name at First Class prices but in fairness deliver what you would consider a very good Business Class experience. I should point out that there are airlines who sell Business Class that in fact are better than any British First Class experience (Qatar, Emirates). I have flown many millions of miles on British. Last week I completed an around the world trip on Emirates and Qantas all A380. In the millions of BA miles I never had an experience as good as what I experience on EK and Qantas. A very long time ago the food and beverage service on BA was truly extraordinary - today it would be a bit of a stretch to even call it ordinary - so sad a decline. Seat comfort (in First), lounges food, beverage all need serious rework. If you are a First Class traveler British is just not an option. Sad, truly sad.
| Aircraft | A380 |
| Type Of Traveller | Solo Leisure |
| Seat Type | First Class |
| Route | London to San Francisco |
| Date Flown | November 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 12345 |
| Wifi & Connectivity | 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 |
“meticulous attention to detail”
Philip Agbese (Nigeria)
✅ Trip Verified | On the memorable day of January 9th, my family and I embarked on a journey from London Heathrow, Terminal 5, destined for Glasgow. Little did we anticipate the series of events that would unfold, shaping our travel experience into a tale of exceptional service and unwavering dedication. As we navigated the bustling corridors of the airport, our journey encountered an unexpected hurdle. It was at this juncture that I found myself grappling with booking complications, compounded by banking delays. Amid this quandary, I sought assistance from British Airways personnel at Terminal 5, hoping to salvage our travel plans. Enter Mr. Sathies, a beacon of hope amidst the chaos. With a demeanour exuding empathy and professionalism, Mr. Sathies swiftly assessed the situation at hand. Despite the setback, he wasted no time in springing into action, exploring every avenue to mitigate the impact of the unforeseen challenges we faced. The sequence of events unfolded with remarkable clarity as Mr Sathies tirelessly liaised with various stakeholders, including senior colleagues and his managerial counterpart, Mr Gurvir Singh Dhillon. Their collaborative efforts culminated in a solution that exceeded all expectations. Through Mr. Sathies' unwavering dedication and Mr. Gurvir Singh Dhillon's steadfast support, our travel arrangements were salvaged without incurring any additional costs. Despite the initial uncertainty, my family and I were able to proceed with our journey, embarking on our flight to Glasgow with a renewed sense of gratitude and appreciation for the exceptional service rendered by British Airways. As I reflect upon the precise sequence of events that transpired on that fateful day, I am filled with profound gratitude towards Mr. Sathies, Mr. Gurvir Singh Dhillon, and the entire British Airways team. Their meticulous attention to detail and unwavering commitment to customer satisfaction reaffirmed my faith in British Airways as a paragon of excellence within the aviation industry.
| Type Of Traveller | Family Leisure |
| Seat Type | Premium Economy |
| Route | London Heathrow to Glasgow |
| Date Flown | January 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
“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
