Posted by Senada
I am very disappointed at British Airways, my 2 bags are missing and they do not even care to investigate or let me know what they are doing to find the bags. Nobody is ever answering or anything....
Very upset, can't even talk
British Airways customer service reviews
Read the reviews below to see the experience other people have had when dealing with customer service from British Airways.
24
Jul
19
Jul
16
Jun
Posted by ARM
I am very disappointed with their customer service. I am travelling Miami-London on June 19th, 2012 via Tampa, and cannot not make the 7:40 am flight from Miami to Tampa. I called the customer service of BA to change the time of my departure from Miami, from 7:40 am to 1:55 pm. I was told that all changes have to be done through my travel agency. The latter told me that BA are the ones who can make any changes to the ticket. I called BA again, the same story, we cannot touch your ticket and that's it. I called their supervisor, a very rude and arrogant person, who said: "You had to ask me to explain you the same thing that my representative just said you? WE CANNOT MAKE ANY CHANGES." I said, how come you can take my money but cannot make any changes? The last year I was traveling with Virgin Atlantic, and even though I booked my tickets through Orbitz, VA changed me the day of departure without any fees. I am not going to use BA services again since it was a very bad experience. Their representatives in the United States are very rude, and arrogant, moreover, with the attitude. This is just unbelievable, I can take my time calling them, but their supervisor cannot take his time and talk to the customers????!!! But he wants to be get paid???!!! Beware that British Airways are doing a poor job!!!!!!!!!
14
Jun
Posted by Anonymous
On June 8th, my flight from Paris into Heathrow was delayed due to high winds, and I missed my connecting flight. While no one can expect BA to be responsible for weather conditions, what happened after that was inexcusable. We were sent to 'customer service' where we were roped off in a line that was not moving for seven hours. After ten that night we were sent to hotels too late for any dinner, then returned to the airport the next morning. My granddaughter and I finally arrived at home exhausted over 24 hours late.
I do not expect to pay thousands of dollars to be treated like cattle. Please be assured I will never travel on BA again. Sincerely. Julie Gieske
01
Jun
Posted by Anonymous
My husband and I are flying to Paris 6/15/12 on BA. Their customer service is the worst. They changed our flights without contacting us and the only way I found out was by calling them to confirm our seat assignments. If I had not done that we would have arrived at airport at confirmed time and missed the flight by two hours. When questioned customer service about this they said they would have just booked us on next flight the following day. No regards for our plans or other reservations we have in Paris.
18
May
Posted by Anonymous
We needed to change our return flight to the US because of unexpected illness. Representative from British Air assured us that we would not have to pay re-booking fees. Upon release from hospital and letter from doctor, we booked flight home. Only to be told we would need to pay $3',400 for two one way tickets.At no time were we given the option of flying at a later date which would not have cost us anything. Only offer from British Air was a voucher for $659 good for one year on a future flight. We are very disappointed with the way we were treated, particularly under the circumstances.
22
Apr
Posted by Ex- satisfied club member
I have tried to contact BA Executive Club five times between 3pm Friday 20/4/12 and 5 pm today, Sunday 22/4/12. On all but one occasion I have been cut off - having been charged for connection and an 0844 call - without being able to speak to anyone, leave a message, ogffered an email address, or any alternative other than to ring again. On the other occasion I was told I would have to wait for a lengthy period, again at non-geographic call rates. Has this Club any purpose any longer?
Ex- satisfied club member 4/22/12 9:23AM
19
Apr
Posted by Anonymous
Need to change a flight, which cannot be done online. Have tried for 3 days, at all hours of the day just to get a recording stating that they are too busy to answer my call. Well if British Airways is so busy, HIRE MORE PEOPLE! You can take my money, but you cannot accomodate on a basic level. This is incredible, never have encountered this with any company. When you start to loose business, then you will wake up. British Airlines is not the only plane in the sky. Will not deal with this airline again. WAKE UP EXECUTIVE OFFICE!!!
18
Apr
Posted by Anonymous
It seems to be impossible to get an answer to a query to British Airways Customer Services, whether by post, e-mail or telephone. Indeed the last is closed down today! I have been waiting over days since my original request - but nothing. Customer Services is clearly a misnoma.After waiting 30 min. finally I was able to asked them simply e mail my iteanary so I can get the seats I want.I dont have any information regarding my flight to Istanbul on june 8th...I will just get my bags and my child to the airport i guess and wonder around:(
12
Apr
Posted by Anonymous
On March 23rd I checked in for flight BA255 with a group of students and a large amount of luggage at Terminal 5. We were assisted through this lengthy check-in process by three staff whose help and support was outstanding. They were Raji Nair (check in) Tracy Cubitt (check in) and Sue Fuller (Customer Services Duty Manager)
They were excellent in all areas, patient with 26 in the group and 60 bags to check in, helpful and really well organised.
I would like to pass my thanks on them directly and hope that they receive some recognition for their superb Customer Services.
Thank you
Sue Pomeroy
The Wye Valley School
02
Apr
20
Mar
Posted by I will never fly with BA
My colleague from overseas left his cell in the lounge at Newark NJ airport.
Trying since 5 days to be either called back (as promised), not to be thrown out of the waiting line (waiting time at the moment is 121 min), or to get SOMEBODY to pick up the damn phone!!!
When I get somebody from executive customer service (that's the only way anybody gets the phone) and complain that it takes forever to talk to somebody...the answer is "well we are busy" duh?
18
Jan
Posted by Anonymous
NEVER fly British Airways! They have the absolute WORST customer service. Had a problem on a flight from Heathrow to LAX in November and they still have not responded to my numerous calls/faxes/emails/online complaints. They seem to have the policy of completely ignoring customers all together. I will absolutely NEVER fly this airline again.
07
Dec
11
Nov
Posted by Anonymous
I have never been so dissapointed in an airline as I was with BA. On a recent trip to Greece right before my trip was cancelled I tried to contact BA to change my flight 7 hours before the flight was actually cancelled even though they had announced there would be a strike. I was not able to change my flight until they announced the strike. I was delayed and missed part of my trip. Also has a very difficult time trying to contact BA. As a result of this inconvience and bad customer service I will not be flying BA again. Other airlines were very helpful with this strike in Greece and wewre able to change their passengers flights the day before. You should be ashamed especially when you charge for the seats which I paid for but on one leg of the trip my seats were change and had to sit in the middle I paid for aisle seats
10
Sep
Posted by Anonymous
Contacting BA Executive Club by telephone is an exercise in patience and tolerance as there are times when it seems BA would prefer not to have human contact. Email is a nightmare: I made some suggestions about improving their service to Exec. Club members and received replies which in no way addressed the issues raised. You receive a standard response which is never personal. BA need to learn from Etihad and Emirates: treat us as guests not as customers whom you regard as irritants. I will avoid flying BA as often as possible. Poor service, poor communication and a mechanistic approach to dealing with people.
02
Sep
Posted by Anonymous
Recently my son and I were scheduled to fly Aberdeen-Heathrow-Boston and decided to use only the London-Boston portion of the flight causing all sorts of issues of cancelling that portion since there was a no-show in Aberdeen. The cost change was going to be around $1000.00 but fortunately a Ms. Amanda Goeenann, in Terminal 5, came and helped us out and was able to make the changes at no cost to us: she was amazing, gracious and deserves high praises from BA which I hope that this gets forwarded to her.We will certainly continue flying BA. Best, Tony Clark
28
Aug
Posted by twowaycool
I paid for British Air business class round-trip from Seattle to Paris, connecting at Heathrow. On the flight out, cabin was not clean...there were used toothpicks on the window seat storage bin. On the return flight, I missed my connection due to late departure from Paris, delaying my return by 7 hours. On the flight, the entertainment system didn't work. I had to connect in Las Vegas with Alaska. Even though I had paid for Business Class, they booked me in coach for the final leg to Seattle...when I pointed that out, the ticket counter lady told me that Alaska only flew coach that leg. When I got to Vegas, I found out that she was either misinformed or had lied. At my own expense, I upgraded. I will contact Brutish Airlines, spread the word, and never fly them again.
16
Aug
Posted by Anonymous
After a night flight from Canada to London, I fell asleep in a sitting position in front of gate A16 at Heathrow Airport at 11.30 am for my flight at 12.00 on July 28 2011. As I was the only one there when I woke up at 12.20 I realized that I had missed my flight.
After my shock, I went to Customer Service to ask if I could board the next flight 1 1/2 hours later. Yes, there were lots of open seats but only if I paid $250.00 Can.
I asked for the manager who told me that they are not in the business of waking up people and on top of it, if they would let me go for free, nobody would buy "Flex tickets". As I was appalled by his rudeness I decided to pay, but not without a complaint and a request to get a refund. I would ask how it is possible if they are missing a female passenger and I am sitting there in a bright red sweater, all by myself on the second row from the desk, and the people responsible for getting this flight off to Amsterdam, would not nudge me and ask if this is a flight I should be on?
I have personally worked for years as a Customer Service Agent and Interpreter for several airlines in Canada and have never seen a flight depart without a passenger who had been sitting that close to the departure gate desk.
In follow up to my experience at Heathrow, I am requesting that I receive a refund for the extra costs of my ticket.
My flights and confirmation codes were:
AC 860, KKZU5Z
BA 434, 57DS6Y
Yours truly,
Louise
12
Aug
Posted by silvervman
This seems like bunch of scam. I have never seen this much surcharge. I tried other Airlines and they also charge you for taxes and fees but not a near the amount BA charges. I have been trying to contact their customer service to book a flight for last three days and I keep getting all reps are busy please try your call later. I did not expect this atleast from Britsh Airways. This is the last time I will ever travel with British Airway. Very Very bad customer service.
11
Aug
06
Aug
Posted by Anonymous
Dear sirs and madams
We really want to thank you for your great help!!
On August 5th, 2011, our daughter Hanna Vorreiter and her friend Magdalena Pfeifenberger (both aged 15) missed their plane (flight Nr BA0952, 12.45) from London Heathrow to Munich. As it was their first flight they were really upset.
Fortunately Gina ? of the customer help service and the manager Nick ? were so kind as to sort out things and book a new flight for them two hours later.
Maybe there is a chance for you to pass on our thanks to them. British Arways proved a reliable airline and excelled in customer service!!
Best regards Robert Vorreiter
04
Aug
28
Jul
Posted by BA SUX
I tried booking from my BA miles one of their partner airlines (AA). From Europe to USA. When I tried using my british miles they quoted me huge amount of taxes which includes fuel surcharges. I know they charge fuel surcharge on BA flight, but this is not even their flight. When I called american they say they do not charge the fuel surcharge on that flight. This is pure RIPP OFF... The tax cost of the flight was about the same I would book with full price ticket with AA. When I called customer service to complain and ask for reasons, they said let me check with our Miles deptt. Then after 5 minutes of hold, they hung up on me.
Can anyone in British Airways knows what a customer service is? I will not travel EVER on BA. I suspect this airline will be gone pretty soon.
20
Jul
Posted by Anonymous
Purchased tickets to london then since the booking my wife was diagnosed with cancer so we had to cancel our trip so she could be treated (no time to waste). They told me to either cancel the flight and lose all my money except taxes or reschedule. BA will not refund our money nor even waive the fee to reschedule. They are heartless. How do you reschedule a vacation when your wife and mother of 2 children has cancer. I told them I can get written letters from the physicians, hospitals etc and they do not care. I asked whom I could contact other than the phone rep and they said no one. I have sent e-mails on their website but have had no response. I explianed to them that other reservations also had norefun policy but all others understood my circumstance and refunded 100% of the money anyway. Still they will not offer anything. This is inhumane
