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British Airways Complaints: Contact Numbers, Forms and Tips for a Better Outcome

Written By Joanna Teljeur

Last Updated: October 09, 2024

In 2023, the Civil Aviation Authority reported that British Airways opened 6806 passenger complaints for that one year alone. We don’t know exactly what each complaint was about, but issues can arise from flight interruptions to food quality and anything in between.

If you’re looking for the best way to contact BA or how to file a complaint, you’re definitely in the right place. In the sections to come, we’ll give you ways to contact the airline as well as helpful tips to make the most of your complaint. 

Before You Call British Airways

After the pandemic, BA earned the unfortunate reputation of being extremely difficult to reach by phone, but CEO Sean Boyle said in a 2022 interview with Travel Weekly,

We are mid-way through replacing our phone systems to create a better customer experience and are also already recruiting more people to ensure your calls are answered, social media messages are responded to and problems are solved in the moment, wherever possible.

By now, calling the airline should be a much smoother experience, particularly when you have sudden flight disruptions. No matter why you’re calling, it’s important to know a few things that will improve the quality of your call.

1. Have your flight details ready as BA representatives will require your booking reference number and other flight information to open your details in their system. 
2. Charges may apply to your call, depending on your specific mobile carrier and where you’re calling from.
3. Remember, you are probably one of countless passengers in the same situation, so be patient and polite when speaking with customer service agents.

BA Chat & Mobile App

Because of high call volumes, you might want to see if you can resolve your problem on British Airways’ live chat. It’s available in English every day from 06:00 until 22:00 UK time, and is useful for finding basic, fast answers or direction on how to best solve the issue at hand.

Another great way to resolve flight specific problems is on the BA mobile app. This comes in handy especially when you’ve had sudden cancellations, denied boarding, or a missed connection, and you need a rebooking ASAP. 

But when you must speak to a representative, you can find phone numbers for different situations below.

Find out if you are owed reimbursement for a British Airways disrupted flight.Check Your Flight

British Airways Contact Numbers for Customer Service

British Airways Social Media Channels

With active Facebook and Twitter accounts, BA is usually very easy to reach on these platforms. Contacting a customer service agent via direct message on social media, can sometimes provide solutions not available elsewhere.

Many travel experts have reported getting help with rebooked flights by sending a DM to BA during busy travel times. When phone lines are tied up for as long as an hour, this contact method is definitely worth a shot. Just use caution before sharing any personal information. Social media airline scams are a growing concern.

British Airways Contacts for Complaints

If something bothered you or disrupted your flight experience, it’s worth reporting to the airline. But some situations do garner more negative feedback than others. Some of the most common complaints include:

• Poor customer service
• Booking errors
• Bumped flights
• Accessibility issues
• Disappointing in-flight amenities
• Safety concerns
• Poor in-flight service

The most frequent complaints received by airlines, including BA, center upon cancelled and delayed flights. So, before you write to the airline, you should understand your rights as a passenger. We have an in-depth guide for you here: British Airways Compensation. 

Find out how much you’re owed todayClaim with AirAdvisor and get up to £520.Check Your Flight

British Airways Contact Forms

Instead of email contacts for feedback, claims, and complaints, BA uses a set of customer service contact forms dedicated to each concern. While email addresses might seem easier and more reliable for contacting customer services, the forms that the airline provides can actually help get your issue resolved more quickly. Plus, you can still write comments and upload any supporting information you may have for a more thorough claim.

The links below will take you to the appropriate form on the BA site.

• Delays & Cancellations (make complaint or claim)
• Problems with bookings
• Baggage handling issues
• In-flight experience
• Avios & Executive Club issues
• Check-in process
• Arrivals and connections
• In-flight food
• Problems with departures
• Lounge issues
• Disability & mobility

BA Mailing Address

Even in today’s digital world, there are still times when sending parcels by post is the best mode of communication. Usually, this contact method is used for mailing hard copies of official or legal documents. If you have things to send to British Airways, you can use the address below.

British Airways Complaint Response Time

British Airways aims to acknowledge all complaints within 7 days of receipt and to provide a full response within 28 days.

How to Make a Complaint to British Airways

Below, you can explore a step-by-step guide to lodging an effective complaint with this major international airline:

1. Clearly describe the issue you experienced, including the date and time of your flight, the flight number, and any relevant details.
2. Include your booking reference or flight confirmation number, as well as any receipts or documents that support your claim.
3. If you're seeking compensation for expenses incurred because of a flight disruption, include copies of associated receipts or invoices.
4. Be clear about what you're seeking as a resolution to your complaint.
5. Submit your complaint through the appropriate channels.
6. Follow up on your complaint periodically to ensure it's being processed in a timely manner.
7. Consider seeking the assistance of a third-party service like AirAdvisor, which can provide guidance and customised support throughout the complaint process for an optimal outcome.
8. Be persistent and patient throughout the process, as reaching a resolution can sometimes take time.
9. Or just head to our homepage and enter your flight information (departure and destination airport) then click on “Check Compensation.” Our agents will review everything and submit your complaint on your behalf.

Assuming your claim is successful, which it usually is when you partner with us, we’ll charge a small percentage. If your claim is denied, we don’t collect anything.Get started on your claim today!

FAQ / Common Questions: British Airways Complaints

Below, you can review some FAQs about British Airways flight complaints, along with their answers: