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Contact Information

Mailing Address:

British Airways
Customer Relations (S506)
PO Box 1126
Uxbridge
UB8 9XS
United Kingdom

Phone:

0344 493 0787 (calls charged at local rate)

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

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

Joanna Teljeur
Written By Joanna Teljeur
Last Updated:

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,

quotes

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.

a British Airways airplane at Heathrow airport terminal

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 to get 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.

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British Airways Contact Numbers for Customer Service

New or existing bookings

UK

+44 (0) 344 493 0787  (All days, 7am-8pm)

+49 (0) 421 2215 7897 (Monday-Friday 9am-6pm)

North America

1-800 247-9297 (Every day (EST) 7:00am-11:00pm)

Luggage help

1-800-828-8144

Executive Club Member Services

UK

 +44 (0) 344 493 0747

North America

1 800 452 1201

Special Assistance

UK 

+49 (0) 421 2215 7897 option 1 (Monday-Friday 9am-6pm)

North America

1 800 828 8140

 

Group bookings

0421 224 79847

Monday - Friday: 10:00-12:00 CET (except public holidays)

Only for urgent queries on bookings with travel dates, payment or ticketing deadlines within the next 72 hours.

British Airways Social Media Channels

With active Facebook and X 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 it 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, focus on 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.

British Airways Contact Forms

BA Mailing Address

Even in today’s digital world, there are still times when writing a letter 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 Plc 
Customer Relations
PO Box 1126
Uxbridge
UB8 9XS
United Kingdom

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.

a traveller with a back pack

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:

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.

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. As for flight reliability, according to a report by Aerotime with data from Cirium, BA’s flights were only on time 67.83% of the time in 2024. This was the fourth-best overall finish of UK airlines.

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Complaints

Alfredo Rodriguez

No reason given

Apr 14, 2025
The flight out of Malaga was delayed so we lost the connection to Washington. We had to stay overnight and fly next day. There were no other alternative connections available.
M Gail Denney Milanesi

No reason given

Apr 9, 2025
FLIGHT 1498 SEPT 27 WAS CANCELLED NO REASON GIVEN, WE WERE PUT ON STANDBY ON FLIGHTD 1494 & 1496 - BOTH WERE FULL. WE HAD TO STAY OVERNIGHTNAT A HOTEL THAT B/A PUT US UP. WE HAD A FAMILY REUNION THE NIGHT OF 9/27 WE MISSED AND WERE OUT THE HOTEL FEE AT THE SHERBROOKE CASTLE HOTEL $161.10 GBP. WE ARRIVED AT OUR FINAL DESTINATION SEPT 28 ON FLIGHT BA1476 AT APPROX.11:05 THIS FLIGHT WAS DELATED I HOUR!
Elizabeth Robson

Technical problems

Apr 7, 2025
Delay at departure airport due to British Airways computer malfunction, resulting in our arrival at Heathrow being over 3 1/2 hours late.
Elizabeth Robson

Technical problems

Apr 7, 2025
Due to computer malfunction at departure airport , resulting in delayed departure and arrival at +-1.30 pm, over three hours late.
Linda Mcgrath

Lack of response to complaint and claim for refund

Apr 5, 2025
Without advance warning/notification, BA downgraded my booking, from a specific seat in Premium Economy Cabin to Economy Cabin. No passenger on our flight was able to check in on-line. Some (but not us) were advised to turn up at the airport within 6 hours of scheduled departure time. By the time we got there (3hours prior to departure as advised) all seats bar those in Economy Class had been allocated and I was given a choice : delay my departure by 3 days or accept a seat in Economy and receive a refund for the difference in ticket price. Neither option was acceptable; however, I eventually accepted the seat in Economy. My partner cited exceptional circumstances (health-related) and was found an alternative seat in the PE Cabin. The experience was far from what we had booked and anticipated. BA Representatives at the airport were dismissive and uncaring. I received an acknowledgment of my complaint on 3/2/2024 and despite two subsequent telephone calls to BA and submission of two further forms, I have heard nothing since. Neither I nor my travelling companion have received the refund and compensation requested. (All we received is a refund for the additional costs I paid for allocated seats (£144 in total)). I find it both shocking and disgraceful that BA has ignored my complaint and claim despite me following the procedure they advised me to follow. Their complaints process is opaque (I cannot retrieve and review the complaint I made nor the two subsequent forms which BA representatives advised me to send). The process also seems unnecessary and unfit for purpose. I find it disgraceful that BA puts the onus on its passengers to complain and claim when BA has the information and arguably should have automatically refunded the difference in cost which I am claiming due to their downgrading of my booking and spoilt experience. I booked and paid for my flights 4 months prior to departure. 7 months on (3 months from my complaint) I remain out of pocket and strongly believe that BA should not only refund the difference in ticket cost but should also pay me compensation for the stress, distress, disappointment and discomfort, and inconvenience caused by the change in booking which they imposed on me and my travelling companion. Their lack of communication and customer care was shocking.
Preferred solution: Compensation, Refund, Apology / Voucher
Derek Davenport

Item left on flight, and baggage problem

Apr 5, 2025
First, I left my WIFI Tablet on the plane, BA flight number BA2650. On my return, 3 weeks later I asked at the airport lost and found if It had been handed in. It has not. I presume there is no way this can now be found and returned, or is there? 2nd. I was not happy with the treatment of our luggage. On arrival at baggage reclaim. The belt was no longer turning. One case was on the floor, and no sign of the second case. We then spotted a case, wedged in the opening to the baggage belt, I climbed around a barrier, and pulled out the case. This belonged to another couple. Later, we found our second case, on the floor, wedged between the wall, and the baggage belt. I did not find this acceptable, could you comment please.
Preferred solution: Comments, and possible recovery of my WIFI tablet

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