“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 The charging points were outdated and 3 out of 5 didn't work (family of five travelling). The in flight entertainment was also outdated and the movies available were poor compared to other airlines.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 |
“They never help us”
Ivana Squassabia (Germany)
Not Verified | I just want to warn everyone of the worst customer service experience ever! It really looks like British Airways customer service over the phone are trained to not help you in anyway and to create more problems rather than solving them. Last week we called British Airways to make a reservation for the family. At the time we explained to the customer service representative that we wanted to make a booking and then pay with a transfer of miles from American Express. The representative told us that he could not make the reservation until the miles were in the account, and asked us to contact American Express and make the transfer so that the booking could be made. The conversation was recorded by British Airways and could be checked. We immediately called AMEX (within 30 minutes) and solicited the transfer of 500K miles. AMEX clearly stated to us whether we were sure as the transfer was not reversible. We said that it was fine since we had checked previously with British Airways. We then called British Airways immediately to make our reservation to Miami. They confirmed that the miles arrived to our account, but to our surprise they told us that there was no space (not even one seat to Miami) and that we could not use the miles. We explained the situation and how we were led to believe that we could have a flight with miles if we transferred the miles, but all this went on deaf ears. We called the German office, which was absolutely unhelpful, so we also called UK customer service which was just as unhelpful. No manager was able to open a flight for us with miles and they just kept repeating that this was not possible (even though we if we paid for the flight and got the seats and also seats were available if we would have had gold status). In the end British Airways took absolutely no responsibility for causing the problem, did not give us a solution, kept our miles and we have to pay for a trip to Miami. With this service to their customers this is a company that should not be in business. Every time we call they made us wait for over 45 minutes then they answer and put us on hold, I have 2 days of waiting and talking with British Airways for over 2 hours each day, we were on the line for over 45 minutes each time. We were told by the lady agent to hang up the phone as I was too long on the phone and she had other customers? And we are not customers? They never help us.
| Type Of Traveller | Family Leisure |
| Seat Type | Business Class |
| Route | Dusseldorf (DUS) to Miami (MIA) |
| Date Flown | January 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Ground Service | 12345 |
| Value For Money | 12345 |
| Recommended | no |
“uncomfortable seat and disgusting food”
Fady Magdy (United Kingdom)
Not Verified | Paid for business class travelling Cairo to London Heathrow but all I got was an economy seat. Only difference from economy is middle seat was vacant. Couldn't recline, no entertainment for the 5hr+ flight, uncomfortable seat and disgusting food. Put in a formal complaint 3 days ago and had no reply. BA's account on X is hacked. Got approached by scammers after posting there and even after flagging this to BA nothing done about it. Just disgusting. Avoid.
| Type Of Traveller | Family Leisure |
| Seat Type | Business Class |
| Route | Cairo to London Heathrow |
| Date Flown | January 2024 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Ground Service | 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 |
"airline is a total disgrace"
Neil Jones (Spain)
✅ Trip Verified | As always when I fly BA it was a total shambles. I was booked Manchester - London - Madrid , BA first leg and Iberia 2nd, I try wherever possible to avoid BA, however the Manchester - London was late, however I ran for my IB flight and got to B gates just as boarding started, being Group 1 I went to board and the gate sounded an alarm, BA had removed me from the IB flight to a BA flight 3 hours later! As BA had reissued the ticket IB could not put me back on the flight, so 3 hours wasted because of BA’s total incompetence. This airline is a total disgrace, the crew were not nice, typical BA crew oh im so fabulous I don't need to be nice to paying passengers, club europe cramped and terrible food!
| Aircraft | A320 |
| Type Of Traveller | Business |
| Seat Type | Business Class |
| Route | Heathrow to Madrid |
| 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 |
"we were pleased with the service"
R Dayle (United Kingdom)
✅ Trip Verified | First time using BA business class but we were pleased with the service received. No one was waiting at check in/bag drop and through security in 2 minutes. We used the lounge in the b gates area which we found quiet with plenty of food and drink on offer. Boarding was quick and the cabin was on a 1x2x1 layout with 12 seats although there was a larger b/c cabin behind that had about 30 seats. Again food and drinks were plenty full and good quality. Service from the cabin crew was excellent and the cabin manager (Lauren) even made up a birthday card when she found out it was my wife’s special birthday. Departed early and arrived at JFK early as well. The only thing that I disliked was paying £117 each to select our seats and no free wi-fi.
| Aircraft | Boeing 777 -200 |
| Type Of Traveller | Couple Leisure |
| Seat Type | Business Class |
| Route | London to New York |
| Date Flown | November 2023 |
| Seat Comfort | 12345 |
| Cabin Staff Service | 12345 |
| Food & Beverages | 12345 |
| Inflight Entertainment | 12345 |
| Ground Service | 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 |
"incredibly heartless and incompetent company"
E Gan (China)
✅ Trip Verified | My son and I flew to Geneva last Sunday for a skiing holiday in Les Arc. The flight was cancelled moments prior to boarding and we were transferred to a flight departing three and a half hours later, that then got delayed by a further three hours. They didn't load any food on to the plane and forgot to load the baggage for all the business class passengers who had been on the earlier flight. Problems happen, it's a complex operation. What is totally unacceptable is the service one receives when there is a problem. The offshore call centres are unhelpful and obstructive, wanting to fob off issues by getting the customer to call special help lines that merely refer one to a webpage and then cut off. The web pages are often unable to give information as they are not updated and often refuse to update your inputs 'at this time. please try again later'. There is no access to people that are willing to help, empowered to help, or actually move a situation forwards in any way. We've been sitting in a hotel waiting for the bag to arrive for two and a half days, unable to ski due to our entire wardrobes being in the cases. The outdated luggage 'tracking system', had the suitacase in Geneva 2 days ago, where it sat with no-one willing to step up and get it delivered. What an incredibly heartless and incompetent company.
| Type Of Traveller | Family Leisure |
| Seat Type | Business Class |
| Route | Gatwick to Geneva |
| Date Flown | December 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 |
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
