Britishairways Anmeldelser 

I called in to amend my rewards flight booking, call waiting time wasn't too long. My enquiry was picked up by James at the Warrington office. I don't usually give reviews but the customer experience with him was the best. He was extremely knowledgeable, patient and kind and make the whole experience excellent. I hope CS at BA see this and let him know what a wonderful job he is doing.

Terrible service. Cancelled flights, damaged luggage, and no response from customer support. They cancelled my connecting flight and returned both my bags completely destroyed. The website constantly crashes, and customer support issues tickets that are never actually handled. It has been over a month, and I haven’t heard a word from them. I travel frequently for work, and I have never experienced this kind of service with any other airline. Save yourself the wasted time and hassle—go elsewhere.

Many things don't work on the web site and haven't been working for a long time. Profile preference forms get rejected without any reason given. Changes don't stick. And the mobile app is no better, in fact it's just a wrapper around the dysfunctional web site.
Worst of all, it seems BA doesn't care, since they left the site in this state for the last couple years.

Disgraceful treatment of a lone mother and infant—followed by underhanded corporate tactics
I am writing this to warn other families about how British Airways truly operates. On flight BA662, the Head of Cabin Crew aggressively targeted me while I was traveling solo with my 21-month-old daughter. He loudly and falsely accused my baby of stealing food from other passengers' plates. The reality, explicitly verified on the spot by the passenger involved, was that she had kindly handed my daughter a complimentary packet of BA biscuits!

Instead of verifying the facts, the crew member chose to publicly humiliate and insult me, calling my child "annoying" and "grabbing food from people's trays" leaving me deeply traumatised. Compounding this distress, BA completely ignored my direct complaints for over a year. This 12-month wall of silence forced me to take them to formal CEDR adjudication. During the platform stage, BA formally committed to a £100 eVoucher as a gesture of goodwill. However, because the arbitrator's hands were tied by rigid aviation regulations regarding distress damages, the claim was not legally upheld. The moment the ruling was finalised, BA's customer relations team, Manjit Brar immediately snatched the £100 voucher back, stating the offer was withdrawn and they would no longer communicate with us. My husband escalated this directly to Chief Corporate Affairs Officer Lisa Tremble, who completely ignored his emails. BA chose to hide behind technical legal loopholes to save themselves £100 rather than show basic corporate decency to a family traveler. We are completely walking away from this airline and taking our family and corporate travel budget to competitors who respect mothers and young children. Avoid at all costs.

Flight to N Ireland was cancelled due to system errors. Rebooked later in day to go via Edinburgh. Flight was then delayed twice. Finally got onto plane and still sitting here 1 and a half hours later. Difficult to understand what the problem is. First of all something to do with passengers not showing so had to remove bags and then something about waiting for a crew to arrive and there being 2 planes stuck in Edinburgh - I didn’t really understand. No information as to time we might depart. Given a tiny bag of crisps and small bottle of water. Baby screaming in seat behind. Have missed connecting flight at Edinburgh. No information regarding this. Will potentially miss rental car pick up. Have had to cancel a day trip. Absolutely hellish experience and trip ruined. BA seems to have no way of mitigating this and just pile misery upon misery. Announcement made by captain that they will not wait for crew and will proceed departure. Absolutely shocking incompetence and disregard for customers.

I attempted to book two BA Economy Semi-Flex return flights to Newcastle from Heathrow online via Apple Pay for £374. Payment failed but it subtracted my Avios points I used to part pay, i.e. 5000 points to save £40 bringing payment down to £334. So I had to ring BA Customer Services, waited 30 minutes to get through to someone, and spent another hour salvaging the booking and reclaiming the 5000 Avios points. The customer service agent was doing her best but kept having to wait for systems or to speak to her colleagues or manager putting me on hold several times. Eventually the booking was confirmed however unknown to us at the time the BA customer service agent had booked an Economy Basic ticket (online price £222) and charged us the price of an Economy Semi Flex ticket (online price £374). There is a significant difference between the two in benefits. We had paid nearly twice the price for seats without any of the extra benefits, e.g. Semi-Flex allow you to change flight for no charge, free hold luggage up to 23kg, select free seats at time of booking, refund with £25 charge etc. Economy Basic seats don’t allow any of these benefits. When I checked my booking online a few days later, I found out we could not book our seats so I rang BA again, waited 30 minutes to get through, spoke to an agent who insisted I had booked Economy Basic seats, so I asked to speak to a manager. The manager insisted the same. After over an hour on the phone, I asked to raise a complaint as we had paid for tickets with a load of benefits and received tickets with none. It was only then the manager suggested she did a full investigation and call me back. She called me back within an hour and apologised to say BA had booked the wrong Economy tickets, it was entirely their fault and BA would change the seats to our full entitlement for the price paid. It seems that BA service levels and infrastructure are well below par both online and via their customer service teams. Our experience would indicate waiting times and query handling could be improved with more staff who are better trained and experienced and supported by better processes and systems. I feel sorry for the staff on the phones who seem to be trying to deal with irate customers because of substandard processes and infrastructure which BA management are responsible for …. This is not the first time we have had problems with BA.

Absolutely terrible customer service — possibly the worst I have experienced with any airline.

I contacted British Airways through their chat and was stuck talking to a robot that simply could not understand what I was asking. I explicitly asked to speak to a human representative. The chatbot told me that it was connecting me to an agent, but three hours later I received yet another automated message instead.

Two days later, I still haven't managed to speak to a single human being. I have sent further messages and nobody responds.

This is not customer service. It is practically non-existent. When a customer has a problem and cannot reach an actual person for two days, something is seriously wrong with the way customer support is being handled.

Update: It's Sept 18th now. My credit card was refunded, but my avios points are still gone. Impossible airline.

I tried to book a flight on ba.com on Aug 29 with avios points and credit card. It went through, my card was charged, my points were used. I had a booking reference. Then it disappeared. No booking, no reference, no points left.
I called on the phone, was on hold for an hour, then it disconnected.
The next day I tried the online chat. Waited an hour, got someone who asked for the reference number. I told them i didn't have a reference number because i had no booked flight. He said the credit card charge would be (usually) reversed in 24 hours and my points would be credited back in the same time frame.

Four days later, nothing's changed. I got back onto online chat, waited 30 minutes, was told that it would take another 72 hours for the refund and points. That's at least 8 days that they held my money and points, preventing me from booking a flight.

No compensation, no help, and if i borrowed $1200 from 1000 people every month for a week, I'd get put in jail.

Use another airline.

II am extremely disappointed with my experience flying British Airways today on what should have been a straightforward flight from London Heathrow to Bucharest.
​Our flight was scheduled to depart at 13:45, but after boarding the aircraft on time, we were kept waiting on board for a prolonged period. We were then informed that the aircraft was out of service due to a technical issue ("didn't flow no more") and that we would have to disembark and change planes.
​It is now 15:47—over two hours past our scheduled departure time. While we have finally been transferred to another aircraft, the handling of passenger care throughout this delay has been unacceptable. Despite sitting on the ground for hours through the delay and plane swap, British Airways has offered no food or refreshment vouchers in compensation, providing nothing more than bottled water.
​A technical delay is frustrating enough, but the lack of basic customer care and refreshment during an extended disruption makes for a very disappointing experience. British Airways needs to significantly improve how they look after passengers when things go wrong.

The British Airways website and smart device app are easily the worst of any world-wide airline. This has been ongoing for years! Simply a smack in the face for passengers

Booked a BA flight. When tried to "manage booking" to choose seats got error message. Gave up. Appalling site.

Flight was cancelled due to cabin crew being drunk,passengers were lied to at the very last moment ,we were told it was a technical problem. This happend flying from Barbados to Heathrow on the 19th August and the 4 crew members were suspended WHY were they not sacked on the spot???

My name is Holly Barany. I was booked on BA159 from London to Bermuda on Saturday August 1st. We were connecting from Geneva and had limited time to get to Terminal 3 for our flight. We went through security and headed to the gate which was a very long way away. The flight began boarding and I realized I did not have my passport or boarding pass. They must have been misplaced at security.
The ground staff (every one of them)on that day were amazing. I wish I had taken their names but hopefully you can find out. They went above and beyond to get my passport in time for me to board and they also kept me calm. I am so very grateful and wanted to be sure and acknowledge the incredible service and care I received. I managed to be the last passenger on board escorted by security.
All in all what may have been a truly stressful situation was averted by excellent and professional ground staff.
Further made awesome by the stewardess named Victoria who served me in Club World.
Thank you British Airways and team.

Website is so bad. Spent over an hour booking, kept crashing, reloading would not pay. Called waited an hour on the gold line and made booking over the phone. Then was told there was an email failure so I would not get an email confirmation, but go onto the website to manage my booking - oh then the website did not work at all - we are experiencing heavy demand. Awful shocking total crap

Flight from London to Venice. Take off with open tables, toddler standing, unrestricted, on open table during the flight. No remarks by the staff. Only busy trying to sell extras.

Worst customer service ever. Take 1h+ to pick up the phone, even if you are a Club Member. Had at least 4 cancelled flights with them, and they do not offer suitable alternatives when flights are disrupted nor a good service to accommodate your preferences. Very prescriptive and non-solution oriented. Horrible experience! Please avoid this airline if you want to save your time (and money)

Tried to reserve seats for upcoming flights using Avios points on both apps and computer without success tried ringing 2 numbers for help (Call centre in India!) and she proposed another number. I gave up at that point. Absolutely pathetic service - i am left to check in and reserve seats 24 hrs before hoping i can get seats together.

I paid nearly $1,900 for a roundtrip ticket from Dallas to Nairobi. While in Kenya, I decided to change my return itinerary to spend a week in Brussels before heading home.

What should have been a simple flight change turned into an absurd customer service experience.

My first call lasted nearly two hours. After finally reaching someone and discussing the new itinerary, I was told the changes couldn't be finalized and that I would need to call back the next day to confirm and pay. I specifically asked why they couldn't simply take my payment then and there. The answer was no.

The next day, I spent more time trying to reach British Airways. The Kenya phone numbers were unresponsive. The website chat was useless. The UK number didn't work either.

This morning I tried again. After another half hour on hold, I finally reached an agent who confirmed all of my new flights and provided the fare difference. Great. Problem solved, right?

Wrong.

When I asked to pay, he informed me he couldn't process the payment and would need to transfer me to another department. After another hold, he returned, repeated the cost, and then the call disconnected. No callback. No resolution. No ticket issued.

So now I have to start the entire process again.

I don't mind paying a change fee. I don't mind waiting on hold occasionally. What I do mind is spending hours of my vacation chasing down customer service representatives who seem incapable of completing a simple transaction from start to finish.

British Airways has made a straightforward flight change unnecessarily complicated at every step. The flights themselves may be fine, but the customer service experience has been one of the most frustrating travel experiences I've had.

After this trip, I will be taking my business elsewhere.

Possibly the worst experience ever with BA.
Business class flights booked for Venice, after over an hour delay, they announce 15 minutes prior to departure that the flights is now cancelled.
Next available flight is the day after at 8pm, which doesn’t work as that means we cannot see the event we are going for.
No hotel accommodation possible on their link, but also you won’t get reimbursed if you book outside of here.
no flight earlier, we had to figure out we could go to Milan in the morning and then grab a train, to get their by early afternoon, and at least see some
The company could improve by actually getting in someone who understands IT, customer service and fix their App.

BA website is the worst website - it doesn’t actually load on my phone - just a blank page. Do they know how many sales they miss. I’m a frequent flyer and I may as well move my points somewhere else - I wanted to book flights today but just blank page comes up - this is unacceptable in this day and age