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British Airways Complaints

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Contact Information

Website:

www.britishairways.com

Mailing Address:

British Airways Plc Waterside, PO Box 365, Harmondsworth, UB7 0GB, England Compensation for SUN-AIR operated flights please write to: SUN-AIR of Scandinavia A/S Customer Relations Cumulusvej 10, Billund DK-7190 Denmark

British Airways Complaints: Contact number, Email and Form

British Airways Complaints: Contact number, Email and Form

Nicolle Harwood-Nash
Last Updated: May 30, 2024

If you're facing any difficulties with British Airways (BA) and are looking for an effective way to voice your concerns, AirAdvisor is here to help. We specialise in providing support to airline passengers who require assistance in resolving issues they may encounter during their travels. In this article, we offer a detailed overview of the process for lodging a British Airways complaint.

What Can You Make a Complaint About

There are various issues you may encounter during your BA travels that prompt you to lodge an official complaint with the airline. For example, you may have baggage complaints or seek compensation for a delayed flight, cancelled flight compensation, or even a full flight refund. Other reasons for complaining might include overbooking, diversions, poor customer service and dissatisfactory in-flight amenities.

To be eligible for British Airways delayed or cancelled flight compensation, you typically require your flight to have been delayed by over three hours or cancelled by fault of the airline. In cases whereby you cannot travel because of a cancellation or significant delay, you may be eligible for a full flight refund. For lost, damaged, or delayed luggage during your BA flight, you can submit a complaint, which may result in compensation depending on the specific circumstances.

a British Airways airplane at the airport terminal

Know Your Passenger Rights

It's important to be aware of your passenger rights when travelling by air for peace of mind and a sense of security. EU Regulation 261/2004, also known as EU261, outlines specific regulations for the compensation and support you can receive in the case of encountering an issue with an airline. While these rights are pertinent for flights within the European Union, they're also applicable to UK-based airlines, such as British Airways.

Following Brexit, the United Kingdom incorporated the EU261 into UK law, specifically known as UK261, ensuring passengers travelling to and from the United Kingdom are protected and empowered by a clear understanding of their entitlements.

Find out if you are owed compensation for a disrupted flight.Check Your Flight

How to Make a Complaint to British Airways

Knowing how to make a complaint to British Airways can allow you to seek resolution with confidence, hold the airline accountable and feel informed about your options. 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.

Ways to Make a Complaint to BA

There are multiple ways you can contact British Airways to make a complaint:

British Airways Complaints Email

BA doesn't provide a customer service email address, but you can send them an email via the form on their 'Your Questions' page, which facilitates you entering written communications with them. However, they mention complaints are best handled through their customer relations team.

British Airways Complaints Phone Number

You can call British Airways' customer care team, who are available 24/7, on +44 (0) 344 4930 785, with calls charged at a local rate. However, the airline requests that you lodge official complaints via their designated complaints and claims page on their website rather than by phone.

British Airways Complaints Live Chat

To access British Airways' live chat, go to their website and click on the 'Help and contacts' link located in the website footer. From there, you can find their live chat tab near the bottom right-hand corner of your browser window. You can then click on the 'Start chat' button to initiate a conversation with a British Airways customer service representative between the hours of 6 am and 10 pm, 7 days a week.

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How to Fill Out a British Airways Complaints Form for Cancelled or Delayed Flights

It can be frustrating to navigate the claims process and ensure that you receive the compensation you're entitled to. At AirAdvisor, we provide legal assistance from experts with a proven track record of successfully handling thousands of claims, even when airlines initially deny compensation due to passengers' lack of awareness of their rights.

Our claims process is simple and easy to follow:

  1. Visit AirAdvisor and select the 'Claim Compensation' option.
  2. Provide your flight details and the reason for your claim.
  3. Submit your contact information and relevant documents.
  4. Review your claim and click 'Submit Claim'.

Please note that a fee will be deducted from the compensation awarded if your claim is successful, in accordance with our terms.

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.

 

FAQ / Common Questions: British Airways Complaints

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

How do I make a complaint to British Airways?

To lodge a complaint with BA, complete the online complaints form provided on their website, or get in touch with them via live chat.

How do I contact British Airways directly?

You can speak directly to someone at British Airways over the phone or by using their live chat service on their website.

Does British Airways ever give refunds?

In certain situations, such as flight cancellations or delays, British Airways may offer refunds to affected passengers.

How long does British Airways take to respond to complaints?

Upon receipt of a complaint, British Airways endeavours to respond within 28 days.

Is it worth complaining to British Airways?

If you believe the airline has violated your rights as a passenger, it may be worth submitting a complaint.

Does British Airways have a live chat?

British Airways provides a live chat feature on its website, available during specific hours.

Why is my British Airways refund taking so long?

In some cases, additional processing time may be required to complete your refund.

How much does British Airways charge for special assistance?

British Airways usually don't charge for special assistance, like wheelchair assistance. However, additional fees may apply to certain services or equipment, such as mobility aids or oxygen supply. It's best to check with British Airways' customer service team for information on special assistance fees.

Can you sue British Airways?

You can in some cases, but it's advisable to seek professional advice from a reputable service provider like AirAdvisor to ensure you have the necessary expertise and support throughout the process.

How reliable is British Airways?

British Airways has a reputation for being a reliable airline, with a strong safety record and a commitment to providing quality service to its passengers.

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Complaints

Malcolm Belle

Change date of Flight online & got in contact with BA.

May 30, 2024
As an air passenger . On the 28/05/2024 I changed the date of my flight which was on the 05/06/2024 online until the 24/06/2024 I should have certain rights that protect me with easy to understand information making a change of flight date online but I made a mistake with the booking online Ref MT8O3N. I phoned BA because I was asked to pay another £600.00 plus online. I found out that I booked premium economy seats & could not get my money back. I had a hospital appointment as I have reduced mobility & other health problems & had to change the date of flight . This has been very frustrating for me & family as I could change the date again at a fee . The situation is that I made a mistake online & after paying £600plus more I have also been charge other £105. 00plus from BA . I was told that I could make a change within 24 hours of new booking which was the 29/01/2025 until 17/02/25 but decided 0n the 29/05/2024 to my other change to 10/06/2024 . payed £105.70 my complaint
Preferred solution: Compensation, Apology / Voucher
Igor Prychidko

Seating

May 29, 2024
Dear BA, I would like to express my disappointment regarding the unnotified seat changes to my booking reference TZ7WC5. On my outbound flight BA2780, I had booked and paid for seat 2F using a combination of cash and 5725 Avios miles, but you changed it to 2C. I then had to rebook to 4A to secure a window seat. On the inbound flight BA2781, I initially booked seat 2F, and again it was changed to 5F without any notification. I discovered that these seat changes were made to accommodate staff members, which is concerning. I need to understand why these changes were made. As a business class passenger, I would not expect to be moved without justification, and I certainly do not appreciate my seats being given to staff members who are not part of the crew. While I understand that seat changes may occur due to issues with the seat or area and that crew members may use those seats, this was not the case here. I believe I should have been informed of these changes when they were made. I look forward to hearing from you regarding this matter. Sincerely,
Preferred solution: Compensation, Reimbursement
Tanja Hobbs

No reason given

May 29, 2024
Flight from Bordeaux to LGW was cancelled - no reason given by the airline. I was offered an alternative flight which was on the 29th rather than the 28th as per my original, via Madrid and coming back into LHR. This would have meant taking a day's unpaid leave from work and getting from LHR to LGW where my transport was. I refused the alternative flight and asked for a refund. Still awaiting details from BA of any refund they may pay.
Rk Chitra Raman

Charged extra for baggage - Heathrow Airport

May 28, 2024
Our flight tickets clearly mentioned that baggage of 23+23 kgs each is a part of my ticket from London to Hyderabad and back on the return flight . I was rather pained and saddened by the experience at the check in counters of British Airways at Heathrow Airport on 12th May 2024, while checking in to my daughter's scheduled flight to Hyderabad with Booking reference number - 6GQIWK. Though her ticket was confirmed 2 times that she could check in with confirmed baggage of 23 kgs each, but the lady at the check in counter insisted that my daughter who is just a student had to pay a ridiculously large amount for no reason when it was already mentioned on the tickets that the baggage has been paid for. After speaking to customer service and after deducting further 50 pounds for insurance they gave us the guarantee that they would refund the amount taken for baggage and agreed to reschule our return tickets to 25th June (with no extra cost) due to the extreme trauma and stress that our family has faced due to this situation. But to no avail as they keep lying and delaying the process of flight rescheduling as well as the refund process. This experience has been a complete nightmare, please do help us when you see this.
Preferred solution: Compensation, Refund, Reimbursement
Loss: 85 EUR
David,Jean-Paul,Francois Houley

No reason given

May 28, 2024
Flight Number: BA2816 Departure Date and Time: 30/05/2024, 16:10 Rescheduled Departure Date and Time: 31/05/2024, 15:45 Due to the cancellation and subsequent rescheduling of my flight, I was unable to attend a critical business meeting, resulting in potential financial losses and damage to my professional reputation.
Joanne Lloyd

Technical problems

May 27, 2024
We tried contacting the airline but never connected. We were denied access to the first class lounged because our replacement seat was economy not first class. We then had to get a taxi from Heathrow to Home as we had not flown to City airport as expected. This cost £83 sterling.

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