"Service level far worse then Ryanair"
L Keele (Germany)
✅ Trip Verified | 4 Hours before takeoff we received a Mail stating a cryptic message that there are disruptions to be expected as there is a limit on how many planes can leave at the same time. So did the capacity of the Heathrow Airport really hit British Airways by surprise, 4h before departure? Anyhow - we took the one hour delay so what - but then we have been forced to check in our Hand luggage. I travel only with hand luggage to avoid waiting for the ultra slow processing of the checked in luggage. Overall 2h later at home than planed, with really no reason, just due to incompetent people. Service level far worse then Ryanair and triple the price. Really never again. Thanks for nothing.
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | London to Stuttgart |
| Date Flown | November 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"do not upgrade members based on status"
Austin Jones (United States)
✅ Trip Verified | I recently had a delay on British Airways from BRU to LHR that was due to staff shortages. They announced that there was a 2 hour holding delay but they would board us immediately in hopes of clearing the gate and leaving early. We had to wait the full 2 hours inside the airplane. The plane was old, dirty, had no power at the seats. The staff provided a small bag of pretzels and 250ml of water to the passengers for 2 hour delay and 2 hour flight. There were no options to purchase food or drink. There were no entertainment options available. I am a OneWorld emerald elite member but they do not upgrade members based on status. First class lounges at Heathrow are overcrowded, understaffed and poorly equipped. The help desk is completely unhelpful when an error arises with delays and cancellations - even when having the top status. The Avios points system has been devalued to near worthlessness and requires fees to book reward that nearly equal the price of the revenue ticket. British has lost its way in recent years and has a moved from a world-class airline to a budget airline with much worse service and timeliness than Ryanair or EasyJet.
| Aircraft | A320 |
| Type Of Traveller | Business |
| Seat Type | Economy Class |
| Route | Brussels to London |
| Date Flown | November 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 |
"Absolutely hopeless airline"
Nigel Dean (Australia)
✅ Trip Verified | 5 days before the flight, we were advised by BA that it had been cancelled and asked us to rebook. There were flights 1 hour before and 1 hour after our original flight but they made us take one 3 hours earlier. Our original ticket (and the return flight a week later) included a checked bag. When we arrive at Heathrow to check in we are told our ticket doesn't included a bag and we will have to pay 75 pounds each to take them. We explained that the original ticket had the bags and when they checked the system they confirmed that it did- but not this one! They would make no effort to sort it out and just told us to pay up or they would remove us from the flight. So we had no choice but to pay up, thinking it should be pretty easy to get a refund. 15 months and 10 emails later we have still not seen a penny. Every time I ask where my refund is and state how long we have been waiting I get an inane email saying some departments take longer than others to respond! Absolutely hopeless airline to stuff up the booking in the first place and even worse customer service to not even attempt to solve the problem at check in even when they could see the mistake THEY had made in their system, compounded by being be unable to investigate a very simple claim, and refund me 150 pounds in 15 months.
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | London to Dublin |
| Date Flown | December 2022 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
"Customer Service is non existent"
Gaylynne Simpson (United States)
Not Verified |
We traveled to Lisbon for our dream vacation, a cruise to Portugal and Spain. Our friends did not EVER get their luggage. It was a two week cruise. Two weeks without a change of clothes or her CPAP machine. Contacting customer service was a nightmare. We never talked to a real person. Very little effort was put into getting them their bags. In one port we were on the ship and the bags were at the airport. The airlines did not deliver the bags nor did they tell our friends that they needed to go get them. The airline couldn’t be bothered to take the bags from the airport to the ship. BA says it is their policy to get you your bags within 72 hours. That is a joke! It’s been over two weeks and they still don’t have them. They are back home in the US and last they heard the bags were in Lisbon! If your have a choice, do not fly British Airways. Customer Service is non existent!
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | London to Lisbon |
| Date Flown | November 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 |
"I can’t imagine a worst airline"
A Narden (Romania)
✅ Trip Verified | Booked a flight from Bucharest to Manchester with a 2h 45’ layover at Heathrow. Flight was delayed from Bucharest because of ATC strike. Arrived at Heathrow 40 minutes later than scheduled and still had enough time to catch my connecting flight. Unfortunately we were stranded in the plane and waited a very long time to disembark the plane due to lack of staff or slot shortage (it’s a common problem with BA at Heathrow). I missed my connecting flight because of their delays and they told me I had to wait all night in a freezing airport for the first flight the next day. There was just a shameful 10£ food voucher which is a joke considering the ridiculous prices at LHR. No accommodation offered and had to sleep in a very cold airport. I asked for compensation and they sent me a long text with the same lame excuses that they are sorry, but they will not compensate anything. I can’t imagine a worst airline than BA regarding customer care. It is not about money here but rather than the way they treat customers. It is the last time in my lifetime that I will be flying this joke of an airline.
| Aircraft | A320 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Economy Class |
| Route | Bucharest to Manchester via London |
| 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 |
“crew were polite”
R Vines (United Kingdom)
✅ Trip Verified | The flight was on time. The crew were polite. It was the same story on my outward flight. I find that BA in Europe is generally pretty good, though I regret that they have substituted Prosecco for Champagne on the list of drinks you can buy in economy! So many complaints about BA and other airlines revolve around lost luggage that I never check in bags, even for long trips.
| Aircraft | A320 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Economy Class |
| Route | Seville to London Gatwick |
| Date Flown | November 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | yes |
"Angry, disappointed, and unsatisfied"
Massimo Tricca (Italy)
Not Verified | Angry, disappointed, and unsatisfied. My route was from London to Atlanta. My suitcase was not boarded, therefore not landed with me. For both comfort and safety reason, a bag always fly with its passenger and that did not happen. Claims and few phone calls were made by desk assistants who answered my questions unprofessionally and miserably. Certainly, I was left with nothing but my backpack which contained not more than few snacks. Neither clothes nor anything else was ever provided as an apology. Meanwhile, I was also told that my bag would have been delivered through the next 24 hours which also did not happen. British Airways is a great airline to fly with but its organization, when it comes to customer service, is poor and uncertain. Still waiting for my bag.
| Aircraft | Boeing 777 |
| Type Of Traveller | Family Leisure |
| Seat Type | Economy Class |
| Route | London Heatrow to Atlanta |
| Date Flown | November 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 |
"BA now stands for Basic Airways"
J Kaye (United Kingdom)
✅ Trip Verified | As an infrequent flyer, British Airways was always my first choice. With some reassurance and comfort of service, quality, luggage allowance etc. In fact I’ve never flown with the budget airlines. My most recent flight has now changed my view and causes me to reflect on what am I actually getting for my money and is BA what they once were. While the flights were around an hour delayed both ways, the cabin and ground staff service were ok. It is the facilities (or lack of) that I am most disappointed by. The flight was Approx 4 and a half hours and the only thing offered was a half cup of water that was poured out and a bite sized banana slice of cake. In fact on my return journey I wasn’t even offered the water! To top it off BA no longer have a media screen from which you can select something to pass the time away. There wasn’t even the obligatory flight journey. The WiFi was poor. I couldn’t even access the shop. However, for a fee so much more was available. This explains BAs record profit of £1.52bn. So, the question is, what am I paying for? I will now for sure opt for the budget airlines. They are transparent with what they offer and what you have to pay for, which I can decide to choose or not. As BA now stands for Basic Airways I’ll go elsewhere and get basic for cheaper.
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | Gatwick to Antalya |
| Date Flown | October 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 |
“BA clearly does not care”
J Furlong (United States)
✅ Trip Verified | 1. Ground crew in Heathrow left 60 passengers luggage. We had 3 bags. 2. The Heathrow ground crew left 1 of ours behind after the 1st two were received the next day. 3. The Heathrow ground crew lost our 3rd bag 4 times and we were on the phone with them for over 3 hrs over the course of the week! 4. Due to this, we had to spend $500 on health and beauty items for my wife on our cruise. 5. British Airways said they MIGHT reimburse after 3 months. 6. We had to spend $100 in cab fare to Barcelona because the Bacelona ground crew (Iberia) claimed they had delivered it to us. 7. Heathrow ground crew made us 15 minutes late arriving back into Heathrow after our cruise. We actually landed 10 minutes early, but those incompetent people still were not ready for us. 8. The Heathrow ground crew caused us to leave 45 minutes late even though ALL passengers were boarded and ready 15 minutes before the departure time. This will probably mean we will miss our connection in Anchorage. BA clearly does not care or know how to operate a ground base...shameful. BA is a joke and should be embarrassed they can't operate like a normal airline. They do not grasp the concept that even a small hiccup can cause mass ripples of chaos to other people.
| Type Of Traveller | Couple Leisure |
| Seat Type | Economy Class |
| Route | Anchorage to Heathrow via Barcelona |
| Date Flown | October 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 |
"reflect a downward trend of the airline"
C Barton (United Kingdom)
✅ Trip Verified | London Heathrow to Gibraltar on 24th October 2023. I shall start by reference to the booking process. I used the BA website to reserve the seat and food the website to be easy to use and clear in every aspect. The flight was due to depart from terminal 3 but the passengers were bussed for a good 15 minutes to a different part of the airport where the aircraft was on a stand. When boarding the flight the cabin-crew kept a very low profile and this was maintained during the entire flight. The captain made 3 brief announcements during the flight. There was no in-flight entertainment. The seats were clean and comfortable enough for a short flight. The lack of catering was overt. Other than a tiny bottle of water and an inedible “breakfast bar” one had to use an online system to order even a drink and of course pay for it too. The passengers next to me could not use the online system as it doe not seem to work and the cabin refused to sell them a coffee because of this fault. Moreover, the USB charge points did not work either. Given the early hour of the flight it is a poor show that there are not even for sale items available from a trolley service. The system BA have in place is not good enough. The flight arrived on-time. The disembarkation was inefficient though and poorly managed and the crew were not to be seen. The crew were wearing the new BA uniform and it seems to reflect a downward trend of the airline. To be candid, there was any difference between this BA service and that of so-called “budget” rivals. On this route BA have a monopoly and so I did not have an option to use the services of a different company.
| Aircraft | A320 |
| Type Of Traveller | Solo Leisure |
| Seat Type | Economy Class |
| Route | London Heathrow to Gibraltar |
| Date Flown | October 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 12345 |
| Wifi & Connectivity | 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
