British Airways complaints: comments, page 13

1,122 comments

Sophie H

Verified | Jan 27, 2025

London-Bangkok

Economy

Weather conditions

Booking Details: Booking Reference: N3L6C4 Passengers: Simon Taffe and Sophie Harris Original Itinerary: Heathrow to Doha (BA7002), 27th December 2024, 15:30 departure Doha to Bangkok (BA6346), 28th December 2024, 02:30 departure While our flight from Heathrow to Doha was delayed, we were not informed that our onward flight to Bangkok would be affected. Upon arrival in Doha, we were taken off BA6346 and ultimately rerouted, totalling a travel time of 36+ hours. Key Issues and Impact: Delay in Departure from Heathrow: Our flight was delayed by four hours, departing at 19:30 UK time. We were waiting around for 6.5 hours, with no information from staff. During this time, we spent approximately £20 each on food and charging facilities at the airport, as we had expected to eat on the plane. The delay was told to be fog, although many other planes from the same airline and to the same destination, Doha, were taking off before and after our flight. Missed Connection in Doha: Upon arriving in Doha at 03:00, we had already missed our connecting flight to Bangkok at 02:30. After much back-and-forth, we were offered either a 22.5-hour transfer via Hong Kong or accommodation in Doha. We opted for the latter but were put up in a subpar hotel without our baggage. This required additional expenses, including £20 on taxis. Rescheduled Flight to Bangkok: We were rebooked on QR838, departing Doha at 19:35 on 28th December and arriving in Bangkok at 05:55 on 29th December. This rescheduling resulted in a total travel time of over 36 hours. Qatar/BA are advising they cannot give any compensation due to the fact the original flight was delayed by fog which was an 'extraordinary circumstance'. Although the original flight was delayed, we were still not permitted to fly on the many earlier flights that were flying between Doha and Bangkok, but were instead put on a connecting flight 16 hours later. Financial Losses: We originally paid £400 extra per ticket to ensure a shorter travel time and maximize our time in Bangkok. This was entirely negated by the delays and rerouting. We lost £88 for a non-refundable hotel booking at Nanda Heritage Hotel in Bangkok on 28th December. We had to rebook our onward flight from Bangkok to Krabi for an earlier time due to exhaustion, and the fact we would be landing at 6am Thai time - this costed over £250 in total. We incurred an additional loss of £30 for a non-refundable transfer in Krabi. Time Impact: Our planned evening in Bangkok on 28th December was completely lost, as was the entire day on 29th December due to the disrupted travel and later, exhaustion. This delay negatively impacted the first 5 days of our holiday, leaving us physically drained and unable to enjoy our trip. We missed an important evening with a friend in Bangkok, who we were not able to see again for another year.

London-Bangkok
Economy

(0)

Tammy H

Verified | Jan 26, 2025

London-Dublin

Economy

Weather conditions

Worst winds in history came through Ireland. British Airways decided to ground our flight for 2 days.

London-Dublin
Economy

(0)

David D

Verified | Jan 24, 2025

London-Johannesburg

Economy

Successful claim

Technical problems

Flight was delayed from 22:15 on 31/12/2024 to 12:00 on 1/1/2025. The airline sent us on shuttlebuses to a hotel nearby where we were provided food. We waited for two hours until being taken on the shuttlebus. I had to purchase some toiletries and other essentials, costing altogether £30 as my luggage was checked in and kept in their baggage holding. The following morning, I had to purchase breakfast at the airport at a price of around £20. Purchases of water throughout the time of the delay also

London-Johannesburg
Economy
Successful claim

(0)

Rakshith R

Verified | Jan 22, 2025

London-Bangalore

Economy

Don't remember

They have given me £260 as compensation but also they have damaged by bags and its been 7 months there is no response after this incident i was not well due to this tension i suffred a lot

London-Bangalore
Economy

(0)

Brian S

Verified | Jan 22, 2025

London-Nashville

Economy

Technical problems

The engines and electric ps wouldn’t turn on so we had to wait for a jet engineer to complete all the start procedures. The captain kept everyone informed and a passenger had a panic attack and wanted to get off the plane this happen after the captain said they had wi wait for an engineer to arrive.this then made everyone late

London-Nashville
Economy

(0)

Annabelle S

Verified | Jan 22, 2025

London-Nashville

Economy

Technical problems

The captain said the engine electrical bits won’t start as the plane has say since n Before Christmas and they had to wait for someone to check it over. Then a passenger had a panic attack because of what the captain said and they wanted to get off the plane.

London-Nashville
Economy

(0)

Caroline S

Verified | Jan 22, 2025

London-Nashville

Economy

Technical problems

The captain said the delay was because of the equipment e c u needing to restart and it would take awhile to operate, then a member of the public stated to have a panic attack and asked to be removed from the plane ( the airline said this was a medical reason) but she was fine until the captain said about waiting for evething to be uploading

London-Nashville
Economy

(0)

Hannah B

Verified | Jan 22, 2025

Brussels-London

Economy

Weather conditions

Airline told us in advance we were not entitled to anything as they claimed it was cancelled due to weather

Brussels-London
Economy

(0)

Maya S

Verified | Jan 21, 2025

Faro-London

Economy

Technical problems

Flight was delayed Reach final destination at 2.05am Delay at Heathrow Voucher offered Missed pick up from airport/more expenses at the airport/extra day of work taken off

Faro-London
Economy

(0)

Tom D

Verified | Jan 21, 2025

London-Chambery

Economy

Weather conditions

We were delayed by about 4 hours at London City airport. We then had an aborted landing attempt at Chambery airport due to fog. We were supposed to have a short diversion to Geneva airport, but were told they wouldn't allow the plane to land. Wet hen had to fly all the way to the south of France and land at Marseille airport, which is about a 4hr drive away from Chambery. At Marseille we were bundled into a taxi and driven to Chambery. We arrived at Chambery at 2.30am in the morning… NINE hours later than scheduled.

London-Chambery
Economy

(0)

Joshua B

Verified | Jan 21, 2025

Newcastle-Las Vegas

Economy

No reason given

Dear Mr Bagci An update from British Airways We’re sorry it was necessary to cancel your flight from Newcastle on 15 September and understand why you needed to get in contact about your claim for compensation. We take all reasonable measures to avoid cancelling a flight and we’ll always consider if there are any alternative solutions available before we make a decision. I’ve checked the details of your flight and can confirm your flight, BA1327, on 15 September was cancelled because of Flight Crew. I can see you were rebooked on flight VS0085, and I’ve included the details below for your reference. Flight BA1327 from Newcastle to London Heathrow. Scheduled departure date and time: 15 September 2024 10:10 GMT Scheduled arrival date and time: 15 September 2024 11:30 GMT Flight BA0275 from London Heathrow to Las Vegas. Scheduled departure date and time: 15 September 2024 17:15 GMT Scheduled arrival date and time: 15 September 2024 19:55 GMT Flight VS0085 Actual departure date and time: 15 September 2024 09:50 GMT Actual arrival date and time: 15 September 2024 12:25 GMT Total disruption: -450 minutes Since your departure wasn’t disrupted by 60 minutes or more, and your arrival wasn't disrupted by 120 minutes or more, your claim for compensation under The Air Passenger Rights and Air Travel Organisers’ Licencing has been refused. I’ve arranged a bank transfer for £19.00 towards your out-of-pocket expense, which will be paid directly to you. The payment may take up to 14 days to show in your bank account. We've passed on your request for a refund of your prepaid seating fee to our Refunds team. We're not liable for any consequential loss a customer may have as a result of cancellation. I do appreciate your reasons for asking, but I'm afraid we're unable to reimburse the cost of the fuel and airport parking charge. I'd request you to get in touch with your travel insurance company who may be able to help. Once again please accept my apologies for what happened. We recognize you have a choice when it comes to booking your flights, so we thank you for choosing to travel with us. We look forward to welcoming you on board again soon. Best regards Sumit British Airways Customer Relations Your case reference is: 03682388 Spd_RGBPH_478x120 Dear Mr BAGCI An update from British Airways We’re sorry you’re unhappy with the outcome of your claim and we understand why you needed to get back in contact with us about this. I’ve had another look at your claim for compensation and I’ve taken time to make sure our response is accurate and up to date. Based on this, our decision hasn’t changed and the responses you’ve received about the eligibility of your compensation claim are correct. Since your departure wasn’t disrupted by 60 minutes or more, and your arrival wasn't disrupted by 120 minutes or more, your claim for compensation under The Air Passenger Rights and Air Travel Organisers’ Licencing has been refused. Article 5.3 of and The Air Passenger Rights and Air Travel Organisers’ Licencing (Amendment) (EU Exit) Regulations 2019 states a carrier is not obliged to pay compensation if it can prove the delay or cancellation is caused by extraordinary circumstances, that couldn’t have been avoided even if all reasonable measures had been taken. In Recital 14 and 15 of EU Regulation 261/2004, extraordinary circumstances include weather, strike and the impact of an air traffic management decision which gives rise to a long delay. This means you’re not entitled to compensation under the EU Regulation for your delayed/cancelled flight. If you would like to know more about compensation, please visit our pages on ba.com. Thanks again for contacting us. Best regards Tanuja British Airways Customer Relations Your case reference is: 03682388 Dear Sir / Madame, In response to your previous email, I kindly ask to re-read the information stated below. 'Flight BA1327 from Newcastle to London Heathrow. Scheduled departure date and time: 15 September 2024 10:10 GMT Scheduled arrival date and time: 15 September 2024 11:30 GMT' CANCELLED Our first flight was cancelled entirely. There has been no solution. We are seeking compensation for this. This caused us a lot of stress and anxiety, forcing us to drive a distance of 130 miles for 4 hours during the middle of the night. This also forced me to book alternative car parking in Manchester because my NCL flight was cancelled. I had also paid for parking at NCL. Our friends and family who were meeting us in Heathrow for our wedding were no longer able to fly with us and had to also take alternative flights. 'Since your departure wasn’t disrupted by 60 minutes or more, and your arrival wasn't disrupted by 120 minutes or more, your claim for compensation under The Air Passenger Rights and Air Travel Organisers’ Licencing has been refused.' Secondly, how can you say that our departure wasn't disrupted by 60 minutes or more and our arrival wasn't disrupted by 120 minutes or more? Our departure was disrupted by 7.5 hours and so was our arrival. Even in your first response you clear acknowledged this point ''Total disruption: -450 minutes'' 'Flight BA0275 from London Heathrow to Las Vegas. Scheduled departure date and time: 15 September 2024 17:15 GMT Actual departure date and time: 15 September 2024 09:50 GMT' 'Scheduled arrival date and time: 15 September 2024 19:55 GMT Actual arrival date and time: 15 September 2024 12:25 GMT' Thirdly, because we arrived so early, thanks to our flights being cancelled and rearranged, we had to pay extra expenses in Las Vegas to be able to check in early, which was only available as a room upgrade. Fourthly, can you please provide an update with regard to my prepaid seating refund. The amount of stress & anxiety caused from this situation has been overwhelming, this was supposed to be the happiest time of our lives and we almost missed our entire wedding because of this. We got notified at 11pm, less than 9 hours before we were scheduled to arrive at NCL airport that all our outbound flights had been cancelled. That is extremely unprofessional & overall, awful customer service Regards, Mr Joshua Bagci. Dear Sir / Madame, Can you please send a response to my previous email that was sent more than three weeks ago. Regards, Mr Joshua Bagci Dear Sir / Madame, Can you please send a response to my previous emails that were sent more than 2 months ago. Regards, Mr Joshua Bagci

Newcastle-Las Vegas
Economy

(0)

Kieran D

Verified | Jan 20, 2025

Mahebourg-London

Economy

Successful claim

No reason given

Please see prior attachments for our communications with BA, and a note about our additional costs. Please see the communication with BA directing us to keep receipts from our hotel as we were on a package holiday and confirming we could stay in that same hotel. Please note the short notice informing us of the change in flight. Rather than fly back overnight, we had to fly back over the day on a long haul flight and therefore both missed a days work. We also paid for BA WiFi on flight that didn't work for the duration of the flight. We can provide a receipt if needed.

Mahebourg-London
Economy
Successful claim

(0)

Barbara A

Verified | Jan 18, 2025

Prague-London

Economy

Weather conditions

Already received compensation on all my extra expenses from British Airways but didn’t give me compensation for a flight that was delayed from 19.05 on the 28th and didn’t take off till 21.15 on 29th. Arrived at 22.15. The airline just offered us a return flight the next day, no hotel accommodation or anything. We had to leave our Airb&b that day and make other arrangements, they didn’t let us know until 10.45 the morning of the flight. We had to be out of our apartment by 12. It was a mad rush to get an alternate booking for the night. Our son had to pay for this accommodation and we had to reimburse him. We checked and other planes were flying into and out of Prague airport going to Heathrow. Totally disgusted with the way we were treated. When I received the money to cover the cost i didn’t receive any communication from them about it at all though they said they sent an email, never received. Will never travel with them again.

Prague-London
Economy

(0)

Sofia V

Verified | Jan 17, 2025

Dublin-Sao Paulo

Economy

Successful claim

Problems at airport

I planned this trip from Ireland to Brazil to visit my family after almost 3 years. I was traveling with my daughter to Guarulhos and from there I had a Latam flight to Curitiba. The flight to London was delayed. The pilot said there was a shortage of bus drivers to transport passengers to the planes at Heathrow airport. Although the plane to São Paulo was still there, British Airways had already cancelled the flight and rescheduled a new one for the next day. I went to security and they informed me that my daughter and I could no longer board because there were no more seats available on the plane and our flight had already been rescheduled. On the flight that we could not board, it was my boyfriend Thomas Lebacq who was going to accompany us on the trip. We were supposed to travel together and we had a hotel booked in Curitiba that I could not go to, because I only arrived the next day. I had to rescheduled the Latam flight as I landed late, instead of arriving at 6am in Guarulhos on the 10th, we arrived at almost 11pm and my flight to Curitiba was at 9:25am that day. British Airways made a delay letter so we could reschedule the Latam flight, booked a hotel for another night at the airport and gave us food vouchers that we didn't use, as my daughter was exhausted almost midnight arriving at the hotel and with a flight the next morning, so we went bed without eating. I only managed to get to Curitiba on the 11th, because there were no more flights that night and I lost my hotel reservation in Curitiba on the 10th. On the 11th, we already had a reservation at a hotel in Balneário Camboriú, more than 200 km away. We had to arrive after almost 48 hours of travel and go straight to the road so as not to lose another hotel reservation. As if that were not enough, in Dublin, British Airways forced us to check in our carry-on bags and we spent the whole time without even changing our clothes and my daughter had blood stained her clothes from a nosebleed. These were very difficult days and, accompanied by my 6-year-old daughter who was looking forward to the trip to celebrate her birthday with our family for the first time in her life, we missed a day of being with them and after many unforeseen events. It was a chaotic trip. In short, our flight was cancelled on the day of my planned departure due to no extraordinary circumstances as reported by the pilot. The alternative route offered meant that I left more than 12 hours after the scheduled departure time and arrived at my final destination more than 15 hours after the scheduled arrival time, due to no extraordinary circumstances. I hope the amount of €1200 that is owed to us is paid. Thank you for your help and I await your response as soon as possible.

Dublin-Sao Paulo
Economy
Successful claim

(0)

Ka Keung C

Verified | Jan 16, 2025

Economy

case no: 04668408

Dear Sir, I write regarding my recent flight with British AIirways, my booking reference: PVSGFZ. The outward flight was fine, but on the return flight to the UK, on the 13th December 2024, there were several anomalies that I feel I need to bring to your attention. When I checked-in online, seat was allocated to 13J, in fact when I boarded to the flight, my seat was re-allocated to 13B, I was told that the media screen did not work on the 13J. Everything went as was expected until I started laying the flatbed for a rest, I then found that the foot side of the foldable footrest part would not deploy! The footrest part was broken and kept collapsing and this made the flatbed impossible to use as intended, please refer to the attachment with pictures. I reported this problem to the flight attendant and they tried to fix it but they found that there were parts which had snapped! As a result, I was not able to sleep during whole journey to London. Another issue was that I had booked the diabetic meals in advance on-line, however the breakfast came with majority of it contained boiled potatoes and sausage, as a diabetic patient, I have to watch my diet carefully and not take any food that contains carbohydrates and processed meat. The breakfast presented to me did not seem to be suitable for diabetic patient and I did not want to take the risk, and I ate only the vegetable portion. I would ask you to investigate the above and I hope you will address these issues to prevent this discomfort being inflicted on future passengers during their flight. I await your considered response to this matter. Regards, Ka Keung CHAN

Economy

(0)

Anthony B

Verified | Jan 15, 2025

London-Orlando

Economy

Successful claim

No reason given

Flight cancelled - no reason Flight rescheduled to the next day from Gatwick Then the flight was from Virgin Heathrow so we left the car at Gatwick as were supposed to return back to Gatwick. Taxi to Heathrow flight from Heathrow-Manchester-Orlando. On the route back was also delayed - instead of our original flight back to Gatwick non stop. we had to travel from Orlando- Dallas - Heathrow. Hence another taxi back to Gatwick. No details of reason where given at the time on both occasions. Having a Brother with ADHD & ASD was difficult enough. Very stressful and an unpleasant experience We also lost a day in the Disney park loss of £321 When our claim went to BA it came back – Closure of Niger Airspace. flights do not go through that airspace? As both flights were from Heathrow we could have saved the money from the parking as friends are close. very frustrating.

London-Orlando
Economy
Successful claim

(0)

Hannah-May B

Verified | Jan 15, 2025

London-Orlando

Economy

Successful claim

No reason given

London-Orlando
Economy
Successful claim

(0)

Samuel B

Verified | Jan 15, 2025

London-Orlando

Economy

Successful claim

No reason given

London-Orlando
Economy
Successful claim

(0)

Nona Christine M

Verified | Jan 15, 2025

London-Point Salines

Economy

Technical problems

We were late to leave Gatwick due to a technical issue. There was then an injury to a passenger during boarding and then there was a further delay during the crew change in St. Lucia. Scheduled departure was 11:15 am - scheduled arrival at 16:55. Doors opened in Grenada at 21:20. I was part of a party of 4 (we all had separate reservations). The other three members of my party have all been compensated. One, immediately after the trip by BA directly, the other two through CEDR. My claim with BA direct was denied. My claim with CEDR was denied as well although we all used the same information.

London-Point Salines
Economy

(0)

Ishara R

Verified | Jan 14, 2025

Los Angeles-London

Economy

Technical problems

Our tickets were booked through British Airways from Los Angeles to Johannesburg, South Africa. We booked and paid for Premium Economy tickets. On the Los Angeles to London leg of the journey, the American Airlines flight was delayed for over 12 hours and we were rebooked by the American Airlines counter to Virgin Atlantic. However we were forced to travel Economy and not Premium Economy on Virgin because the flight was full. We did not receive a refund of the difference in prices of Economy and Premium Economy tickets. American Airlines said British Airways were liable because the tickets were booked with BA and BA said American Airlines were liable. We got nowhere with our claim.

Los Angeles-London
Economy

(0)

Aselinn Malmfrid Krane H

Verified | Jan 13, 2025

Oslo-Cape Town

Economy

Our flight from Oslo to London was delayed which meant we missed our connecting direct flight to Cape Town. We were then booked onto another flight from London to Johannesburg and then Cape Town which delayed our entire journey with approx 7 hours.

Oslo-Cape Town
Economy

(0)

Ingrid Elise H

Verified | Jan 13, 2025

Oslo-Cape Town

Economy

Because of our delayed flight from OSL-London we missed the direct flight to Cape Town which were suppose to land at 08am on the 28th. of Dec. Instead we arrived at 15.10 pm the same day which caused us to miss our plans for that day.

Oslo-Cape Town
Economy

(0)

David J

Verified | Jan 12, 2025

London-Amsterdam

Economy

Weather conditions

The airline didn't offer me a voucher but the agent I bought it from has. However this won't arrive for 2 months and I need the money back sooner. They refused to give me the full cash deposit back. This was via an email chain and phone calls

London-Amsterdam
Economy

(0)

Swarna P

Verified | Jan 11, 2025

Economy

Offered seat 32 J and 32 k(seat broken wouldn’t reclaim)

Subject: Formal Complaint Regarding Unpleasant Flight Experience – Flight BA 36 (21st Dec 2024) & BA 35 (8th Jan 2025) Dear British Airways Customer Service Team, I am writing to express my deep dissatisfaction with the service I received during both my outbound and return flights with British Airways. My son, aged 8, and I traveled on Flight BA 36 from Chennai to London Heathrow on 21st December 2024, and Flight BA 35 from London Heathrow to Chennai on 8th January 2025. Outbound Journey (Flight BA 36, 21st December 2024) We were assigned seats 32K and 32J. Unfortunately, my son’s seat, 32K, was broken and would not recline throughout the journey. This was a significant inconvenience, particularly since I had specifically chosen and paid for this direct flight to ensure a smooth and comfortable experience for my son. I raised the issue with Senior Flight Attendant Mrs. Rachel, who assured me that the matter would be reported. Despite this, there was no resolution or offer of alternative seating, and no further attention was given to the issue. As we had booked early with the intention of providing my son with a special, magical Christmas experience, the malfunctioning seat was a major disappointment. Additionally, I requested a window seat for my son, as he wanted to look out during the flight, but no alternative was available. I am disheartened to think that, despite paying for these flights in full, we had to settle for seats that were not functional. Return Journey (Flight BA 35, 8th January 2025) For our return flight, I had requested specific attention to our seating arrangement, especially given the issues we faced on the outbound flight. Unfortunately, the situation was no better. My son’s seat 31A had a vent above it that was leaking water like a fountain for about 15 minutes, soaking the entire seat. Despite my request to Flight Attendant Rohit for an alternative seat, I was told the flight was full, and no compensation or alternative was offered. I had to personally negotiate with another passenger to secure a seat for my son, but even then, he did not get the window seat he had longed for. Overall Experience Both of these flights have been a source of great disappointment. What was supposed to be a memorable, comfortable journey for my son and me turned into a frustrating and uncomfortable experience, with no adequate resolution or compensation offered. The lack of proper attention to our seating requests and the failure to address the issues we faced has left us feeling neglected and unappreciated as customers. It is deeply disheartening to have paid in full for a service that failed to meet even basic expectations. Given the significant issues encountered during both legs of our journey, I request a full refund of the total cost of our tickets. Both flights were far from the experience I had hoped for, and I am left regretting my choice of British Airways for this trip. I have attached a photo of the seat situation on the return flight for your reference. I trust that you will take this matter seriously and respond with a satisfactory resolution. I look forward to hearing from you soon. Kind regards, Swarna Pasupathi Mobile number +91 9487470569 +91 9842136569 [Booking Reference Number: MN2OKJNPH9RQYW5E0017

Economy

Loss: €816
Desired solution

Refund

(0)

See detailed ratings

Miren I

Verified | Jan 10, 2025

Economy

Bad physical injury

Dear British Airways Global Relations Representative, I have contacted you regarding an onboard aircraft accident and submitted a claim on September 4, 2024. My Booking confirmation code is QEMCNB and my claim # is 03110794. The flight # was BA0066, from Philadelphia to London (left on 7/29 and landed on 7/30/2024). I was severely injured on board the aircraft, due to a passenger injuring me. I have submitted my medical bills. I have never received an email back. When I phoned BA, I was told my claim was "closed" now, but I do not know the outcome. I am very disappointed in the way that I was treated on board the aircraft, and now, after submitting the complaint and all the medical proof. I have not received emails back from BA at all. I have checked my junk mail and my regular email daily. Please advise me and let me know what the outcome of my claim is. Due to all the medical injuries, my family of six flying to spend vacation time in Croatia was ruined. I have contacted my lawyer, but I hope we can settle this matter without any legal assistance. I am eagerly waiting to hear back from you. Please reply to this email address. Respectfully, M.I.

Economy

Loss: €3000
Desired solution

Compensation

(0)

Richard C

Verified | Jan 7, 2025

London-Belfast

Economy

Influence by other flights

Flight cancelled on morning of departure. only offered flight early the next day. I did contact them about recompense. Couldnt tick yes as it would not allow me to continue with data

London-Belfast
Economy

(0)

Sahen S

Verified | Jan 7, 2025

Manchester-Aberdeen

Economy

No reason given

Delayed flight to London meant i missed my connection. The next flight that i could catch would have got me to Aberdeen after 9pm, and that would have meant i missed the event i wanted to get to so i couldnt get to Aberdeen and had to fly back to Manchester

Manchester-Aberdeen
Economy

(0)

Matthew M

Verified | Jan 7, 2025

London-Zurich

Economy

Weather conditions

The airline have paid for the expenses that we incurred. No compensation has been paid though. We did no leave the country and our holiday was cancelled. The airline did not help us and there were only two clueless staff handing leaflets to the entire plane when we disembarked. We were left stranded at the airport with no help from BA, no staff, no luggage, no food vouchers or even hotel vouchers. It wasn't until 1am that a third party company helped us to find somewhere to stay for the night. BA offered very little help to us to resolve the situation or find new suitable flights Our holiday had to be cancelled completely as the only next available flights were 4 days later. We missed seeing my family whom I only get to see once a year. I have had to re book a new holiday with a different airline for 2025

London-Zurich
Economy

(0)

David W

Verified | Jan 7, 2025

New York-London

Economy

Successful claim

Technical problems

I was sent a message notifying me that our flight was delayed by 24 hours and had to rebook accommodation plus expenses for the day. I lost a days wages, which isn’t nice

New York-London
Economy
Successful claim

(0)

Aysen I

Verified | Jan 7, 2025

London-Larnaca

Economy

Influence by other flights

The flight was delayed over 4hrs with no explanation. I had to spend extra money at the airport as my children needed food and drinks. We were supposed to arrive in Larnaca at 1am we arrived at 5:30am with very little sleep. No care was provided by the airline.

London-Larnaca
Economy

(0)

Dr. Pearl H

Verified | Jan 7, 2025

Economy

Missed the Flight

Flight from Heathrow arrived late & Flight QR664 gates were closed & flight departed. They tried to rebook us & our flight to Colombo got cancelled with new bookings done. Departed on QR660 02.35. Big hassle at airport, our passports taken away & meals available for only 1 passenger on Business Class & the other passenger had economy class food. We had paid for business class tickets. In Colombo 2 bags were missing with us having to go back that night to collect our bags.

Economy

Desired solution

Compensation

(0)

Tobias C

Verified | Jan 7, 2025

London-Philadelphia

Economy

Involuntary downgrade, contacted the airline complaint email as request multiple times and no response. Was downgraded from Premium economy to Economy due to over sales of seats on the aircraft.

London-Philadelphia
Economy

(0)

Ninotchka R

Verified | Jan 7, 2025

Sevilla-London

Economy

Successful claim

No reason given

British Airways contacted me at the very last possible minute to say my direct flight from SVQ to LGW had been cancelled. The alternative flight they offered involved an extremely long layover in Lisbon, and the final destination was London Heathrow, late that night. Heathrow is a good two hours away from LGW -- a completely unacceptable option by any measure. The email directed me to login at BA.com and either accept the alternative flight, or have them refund me for the cost of my original booking. The language of the website made it sound very much like I had no other rights or choices. BA made no offer of compensation for the subsequent scramble to find a better flight, nor did they offer compensation for the various and sundry other travel and accommodation arrangements necessary as a result of their cancellation. Considering the total costs involved, it was cheaper to cancel than have to seek transport from LHR to LGW on top of all the other changes. I was so distressed by the late cancellation, I forgot to keep receipts for the buses, taxis, and food required by BA's cancellation (an additional €147 in expenses which I should have been able to claim). Apart from scrambling to find another same day flight from SVQ to LGW, I was forced to cancel and reschedule other travel arrangements. I missed an entire day of events in London because, instead of arriving at 14:20 as planned, the flight I found to LGW arrived at 23:20. The people that were meant to be helping me in London and then in the US at arrival were unable to accommodate the changes.

Sevilla-London
Economy
Successful claim

(0)

Lee S

Verified | Jan 6, 2025

Ibiza-London

Economy

Don't remember

We boarded the flight, which was due to depart at 13.20pm, then were informed initially due to the weather that the flight might be delayed, they were awaiting further information. The airline provided water during this time. We were then told after an hour to disembark the plane and go back to the airport lounge, to await further advice. We were told to reboard the flight at 15.20pm, as we were walking on the bridge we then saw another flight depart of which we have a photo of not the best quality. Then we boarded, and sat down again ready to depart. We were then told that the bridge could not be removed so therefore had to wait for an engineer to come and assess before departing. This was another hour of waiting. The time we finally took off was roughly 16.38pm. We finally arrived back to London City Airport at 18.05pm (roughly). We missed our New Years Eve Party which we had to cancel due to being delayed.

Ibiza-London
Economy

(0)

Myra J

Verified | Jan 6, 2025

Salzburg-London

Economy

Successful claim

Weather conditions

Flight was delayed from Saturday 27 Dec afternoon and finally cancelled and we were rebooked out of Salzburg for Sunday afternoon 28 Dec. There was no one at the airport in Salzburg to try to get us back to Gatwick an alternative way on Saturday and we were forced to get a hotel For the evening. Then our flight was delayed until after 8:00 pm Sunday evening leaving us to pay for our full day of meals there and an extra day of parking at Gatwick for which I do not have a receipt

Salzburg-London
Economy
Successful claim

(0)

Erika C

Verified | Jan 6, 2025

Venice-London

Economy

No reason given

I had to pay £20 for the lounge as I needed to wait for 3hrs once arrived at the airport ( I have the receipt) The flight was delayed originally from 16:56 to 19:45 once on the plane we had to wait for 45 mins before departure. Once arrived the front door was broken and we had to wait for the back door to be open. Arrived at Heathrow the baggage were not delivered from the Venice carousel but the next one from Ginevra with no information so I waited for my lighaes for another 40 mins. I was expecting to collect my car at the parking I paid for at 20:00 I ended up collecting it at 00:30

Venice-London
Economy

(0)

Charles B

Verified | Jan 5, 2025

Economy

Lost Checked Baggage

Landed at LHR and had connecting flight to MAA, business trip for 2 weeks. My luggage did not get loaded on my connecting flight. I landed in MAA on Dec 10th and received an email that stated my luggage was delayed. I immediately went on line and filed a missing baggage report as there were no British Air agents in the terminal to assist me with my lost baggage. Next day I expected to receive an email or a text from BA but to my surprise nothing. I filled out the missing baggage report on the BA World Tracer site as well. Tried calling many different phone numbers I found on line to BA Customer Care in LHR and MAA, not of these calls were answered. I had to go to the local Mall in Chennai India to purchase a change of clothes. The hotel had laundry service so I had clean clothes to wear to my business meetings. This cycle of work and wash clothes daily went on for 10 days and became very expensive and tiresome. Still, during this time I NEVER once received and communication from BA Customer Care. I eventually flew back to the USA for the Christmas Holidays with no luggage still. After my return I started purchasing replacement items that were in my suitcase. These items included work uniforms, CPAP machine, work boots personal hygiene supplies, suitcase, electric razor and other items. The total $$$ were around $2000.00 that I had to spend and still, NO RESPONSE FROM BA CUSTOMER CARE. I had a return trip planned to go back to Chennai on Jan 3rd 2025 for 1 more week of meetings. I refused to fly British Airways after my last experiences with the lack of "CUSTOMER CARE". I flew Lufthansa to Frankfurt with a connection to Chennai MAA. I was very happy to see my new suitcase roll off the carousel. After landing in Chennai (@1:30 am), I received an email from BA Customer Care in Chennai stating that my lost luggage has been found and was in the Chennai airport. So I was a bit relieved and immediately went to try and find a BA "CUSTOMER CARE" agent with no success. Exhausted from 23 hours of air time, I decided to go to the hotel and get some rest. The next day I asked the hotel concierge to assist in attempting to retrieve my lost luggage from the MAA airport. I figured they had a better chance, being India Nationals and could communicate better than I. Lo and behold after several hours, the concierge went to the MAA airport an was able to retrieve my luggage and returned it to me at the hotel. Not sure why BA could not locate my luggage since my bag tag has all my flight information and my name on it. This tag was still attached to my bag when I did finally receive it. 28 days later, I have my lost luggage in my possession. I feel a bit relieved but very exhausted after the valuable time and efforts I spent trying to reach out to BA "NON CUSTOMER CARE". This is a very poor way to handle cases of lost luggage. I travel International 6 months out of the year for business and have never endured such poor "Customer Care" form any Airlines before. My luggage has been delayed many times from many different airlines but have always had communication with the agents and usually delivered within 72 hours. To this day I have yet to receive any form of communication from BA regarding my Lost Luggage Claim for reimbursement.

Economy

Loss: €2000
Desired solution

Compensation

Refund

Expenses reimbursement

Apology / Voucher

Other

(0)

Imane T

Verified | Jan 5, 2025

London-Algier

Economy

Technical problems

The flight was very bad. We landed in Madrid. There was a technical problem. We were delayed for 3 and a half hours and they didn't give us any food.

London-Algier
Economy

(0)

Imane T

Verified | Jan 5, 2025

London-Algier

Economy

Technical problems

The flight was very bad. We landed in Madrid. There was a technical problem. We were delayed for 3 and a half hours and they didn't give us any food.

London-Algier
Economy

(0)

Patricia B

Verified | Jan 5, 2025

Bridgetown-London

Economy

I arrived on time to check in, only to be told that I would not be able to board the flight that I paid for since Oct 2024. The agents took over three hours and many inquiries, before I was booked on an alternative flight.

Bridgetown-London
Economy

(0)

Andres R

Verified | Jan 5, 2025

Lyon-St. Louis

Economy

No reason given

To Whom It May Concern, I am writing to express my disappointment with the series of disruptions during my recent journey with American Airlines and British airways and to request appropriate compensation for the resulting inconvenience and damages. The issues began with my flight from Lyon, France, to London which was significantly delayed. I arrived on time specifically at 8:30am to check in for my flight and everything was going smoothly until we boarded and we got sat down on the plane for 50 minutes before takeoff, we later took off and after landing we were also delayed while looking for a place to unload the plane (it seems like the planed parking spot for the plane was occupied?) We ended up leaving the plane at 12:50 pm (the next flight to Philadelphia departs at 1:10pm). This delay caused me to miss my two connecting flights: first from London to Philadelphia and then from Philadelphia to Charlotte Douglas NC. Despite being rebooked on a later flight to Philadelphia, I am now stranded in a hotel in London, far from my final destination. It also seems like the flight from London to Philadelphia got delayed and then departed which meant that I could’ve gotten on the plane. However we were forced to reschedule in London by British Airways employees. This disruption has had serious consequences for both myself and my traveling companion, Charlotte. We are both professionals with important responsibilities. I will now miss work tomorrow, which is critical to my career development, and Charlotte, who is a teacher, will also be unable to fulfill her duties. These lost days are not just inconvenient—they carry significant professional repercussions that cannot be undone. Beyond the professional impact, this situation has caused undue stress and financial strain. The missed flights and delays have resulted in unplanned expenses, including meals and accommodation, as well as the lost time and income from our respective jobs. I am requesting compensation to address the following: 1. Reimbursement for the costs associated with the missed connecting flights to St. Louis. 2. Coverage for all additional expenses incurred during the delay, including hotel stays and meals. 3. Compensation for the professional and emotional damages caused by this disruption. There is provided documentation for all flights and evidence of the professional consequences upon request. This experience has been deeply disappointing, and I hope your airline will take responsibility and resolve this matter promptly. I look forward to hearing back from you soon regarding the next steps to address this issue. Sincerely, Andres Reis andresreis2304@gmail.com

Lyon-St. Louis
Economy

(0)

Samir C

Verified | Jan 5, 2025

London-Algier

Economy

Weather conditions

contacted airline did not respond call was closed no email was sent they still sending unclear messages ba decided to not fly some other company did take off please bear in mind theses ticket are very expensive for a short hall flight 2h20 befor flight i got message that flight has been cancelled i have booked parking but i stopped short of getting to airport made few call no answer up to this moment i still cannot get in touch they offered us a flight but i did not take it as i was limited with time i could have bee flexible with the return but not departure

London-Algier
Economy

(0)

Graham P

Verified | Jan 3, 2025

San Francisco-London

Economy

No reason given

I got a notification a few days before the flight that it was being canceled. They said they could rebook be but the flight they could rebook me on from SFO, the original origin place, would arrive more than 24 hours later, which would make me miss my next flight, and the first day of my new job. Eventually they agreed to put me on a flight from LA to LHR on the same day, so that I could catch the connection, but I paid ~230 euros to get to LA, and still didn't get to Europe on time for my connecting flight, but at least I was able to get there for the first day of my job.

San Francisco-London
Economy

(0)

See detailed ratings

Stephen M

Verified | Jan 3, 2025

Economy

British Airways sent our baggage to the wrong caurosel

We arrived half a hour early when flying from San Francisco to Heathrow airport on a British Airways flight. They sent our luggage to the wrong Carousel it took two hours for them to send it to the correct carousel. we were not allowed to collect our luggage from the carousel it was wrongly sent to. This caused a delay in catching our train in Kings cross which resulted in having to purchase new train tickets at a cost of £90+. we complained to British Airways who have not responded to our complaint but stated they had sent an e mail which we have never received. This was human error on the part of British Airways Their is no one you can directly e mail or call and their complaints web site is difficult to use when trying to get an update.

Economy

Loss: €100
Desired solution

Refund

(0)

Dominic H

Verified | Jan 2, 2025

London-Dublin

Economy

No reason given

Flight cancelled a day or so before departure, offered alternative flight BA0838 for 17.10, This I realised was unsuitable for my onward connection from DUB, eventually I accepted flight from LCY on the 25th instead (BA4464). Took train/tube from LHR to LCY.

London-Dublin
Economy

(0)

Anonymous member

Verified | Jan 1, 2025

Economy

Sick

I was sick prior to my flight and contacted British Airways. I provided documentation as requested and I was denied a return flight back and any compensation after I recovered and fit to fly. I had to purchase another ticket to return home and they invalidated the return part of the second ticket and messed up my plans this holiday season. This happened to me twice and there were emails and phone calls back and forth with no positive resolution but financial loss on my part. I followed every instruction provided by the customer service representatives. I feel cheated.

Economy

Desired solution

Refund

Expenses reimbursement

(0)

Chi Z

Verified | Dec 30, 2025

Amsterdam-Jianyang

Economy

No reason given

Filip Jakobik Kruidenschans 6 2215BR Voorhout - The Netherlands filipjakobik@hotmail.com +31611449179 Air China 11 floor, 389 Chiswick High Road W4 4AJ London - UK Voorhout, 19-09-2024 Subject: Notice of Default Dear Air China employee, I am hereby formally putting you in default and urgently request that you fulfill your obligations as set forth in the emails in below, within 14 days of the date of this email In the emails in below I requested you for the compensation I'm entiteld to based on EU regulation 261/2004. Beside that I explained that based on article 5.4 you informing the agent only is not sufficient to wave this compensation. Despite several reminders, the communication stopped after this explenation and you have yet to comply with this obligation to compensate the amount of 2*600 so a total of 1200 euro on my account NL64 RABO 0167967983. Should you fail to meet this demand within the stipulated timeframe, I will be compelled to take further legal action and hold you liable for all additional costs incurred, including but not limited to collection fees, statutory interest, and potential legal expenses. I trust that you will not allow the situation to escalate to that point and that you will comply within the given timeframe. Sincerely, Filip Jakobik Van: filip jakobik Verzonden: woensdag 10 juli 2024 07:29 Aan: ukagent@airchina.com Onderwerp: Re: Compensation due to cancelled flight Dear reader, It has been three weeks since my last correspondence with you. I request reply on the email in below. Verstuurd vanaf mijn iPhone Op 7 jul 2024 om 20:06 heeft filip jakobik het volgende geschreven: Please note it is already more than two weeks that Imm trying to get your reply on my email in below. Verstuurd vanaf mijn iPhone Begin doorgestuurd bericht: Van: filip jakobik Datum: 4 juli 2024 om 11:35:29 CEST Aan: ukagent@airchina.com Onderwerp: Doorst: Compensation due to cancelled flight Dear reader, I have not heard from you anymore. Can you please reply to my email in below? Verstuurd vanaf mijn iPhone Begin doorgestuurd bericht: Van: filip jakobik Datum: 30 juni 2024 om 20:44:18 CEST Onderwerp: Antw: Compensation due to cancelled flight Dear reader, Did you had the chance already to read my email in below? Looking forward to your reply. Verstuurd vanaf mijn iPhone Op 20 jun 2024 om 14:40 heeft filip jakobik het volgende geschreven: Dear reader, Thank you for your reply. After having checked the situation with the agent and a lawyer I have come to the following conclusion: EG Regulation 261/2004 states in article 5.4 that it is the responsibility of the airline to provide the proof of this communication to the passenger (so not to the agent.) This means the communication in below is not sufficient to wave the fault to the agent. I hope this is clear and enough from my side to be able to discuss the compensation that I’m entitled to. I’m looking forward to hear from you. Verstuurd vanaf mijn iPhone Op 14 jun 2024 om 16:09 heeft ukagent@airchina.com het volgende geschreven: Dear Passenger, We apologize for the inconvenience caused by the flight delay. According to our system records, We informed the agent about the flight change on 20th Feb in the below. Since this notification was given more than 14 days in advance. We suggest contacting the agent directly If you did not receive the information . Thank you & kind regards, Michelle Air China 11th Floor 389 Chiswick High Road London W4 4AJ Tel: 00800 86 100 999 [Toll Free European reservations] Tel: 95583 [Toll free hotline within China] Email: ukagent@airchina.com Visit us on: www.airchina.co.uk Office Hours: 09:00 - 17:00 Monday - Friday From: filip jakobik Date: 2024-06-14 11:03 To: ukagent@airchina.com Subject: Fwd: Compensation due to cancelled flight Dear reader, I received your email address in the request i have in below. Could you please have a look at the correspondence in below and let me know your feedback? Verstuurd vanaf mijn iPhone Begin doorgestuurd bericht: Van: lhr@airchina.com Datum: 14 juni 2024 om 11:05:20 CEST Aan: filip jakobik Onderwerp: Antw: Re: Compensation due to cancelled flight Good morning passenger, Unfortunately, LHR office not able to assist with this request. Please contact your ticketing agent or the Air China London office sales team for further inquiries. The email address is ukagent@airchina.com Kind regards, Air China London Heathrow Airport Email: LHR@AIRCHINA.COM From: filip jakobik Date: 2024-06-14 06:41 To: lhr@airchina.com Subject: Re: Compensation due to cancelled flight Thank you again for your reply. Indeed the tickets have been cancelled and refunded. However I have never received any information about any flight changes. That leaves me in the understanding that by law I have the right for compensation of 600 euro per passenger ( me and my colleague Chi Zhang so 1200 euro in total.) I would like to ask you for the proof of communication to me as I have never received any updates from you or my booking agent. Thank you in advance. Verstuurd vanaf mijn iPhone Op 14 jun 2024 om 02:03 heeft lhr@airchina.com het volgende geschreven: Dear passenger, Based on our records, your ticket has already been refunded, and we have also notified passengers of the flight change scheduled for the 20th Feb. DETR:TN/9993201505122,P ISSUED BY: 1A ORG/DST: AMS/AMS ISI: SITI ARL-I E/R: Q/NON-END/PENALTY APPLY TOUR CODE: PASSENGER: JAKOBIK/FILIP MR EXCH: CONJ TKT: X FM:1AMS BA 441 B 14MAR 1945 OK GFFGR9 14MAR/14MAR 2PC REFUNDED RL:PE58DJ /POP37O1A X TO:2LHR CA OPEN G OPEN GFFGR9 12MAR/14MAR 2PC REFUNDED RL: /POP37O1A O TO:3TFU CA OPEN E OPEN ENCCNL 22MAR/22MAR 2PC REFUNDED RL: /POP37O1A O TO:4FRA LH 988 Y 22MAR 0850 OK ENCCNL 22MAR/22MAR 2PC REFUNDED RL:PE58DJ /POP37O1A TO: AMS FC: AMS BA X/LON CA CTU M3260.60CA X/FRA LH AMS349.08NUC3609.68END ROE0. 933877 FARE: EUR 3371.00|FOP:CA3 TAX: EUR289.00YQ|OI: TAX: EUR 14.83CJ| TAX: EUR 20.79RN|FOR MORE TAX >DETR:X TOTAL: EUR 3803.53|TKTN: 999-3201505122 8 2 20FEB/1720/9940 UETR IRR SET CNL TO PROTECTION SCQ BY CA RE ACT 7 2 20FEB/1720/9940 UETR IRR SET CNL TO PROTECTION SCQ BY CA RE ACT 6 2 20FEB/1719/40964 RVAL CHANGED B-14MAR24 TO B-12MAR24 5 2 20FEB/1719/40964 RVAL FLT DATE/TIME CHG FROM 14MAR24/2205/17 10+1 TO 12MAR24/2205/1710+1 4 2 20FEB/1719/40964 RVAL CHG FLT FROM CA424/14MAR24/G/LHRTFU TO CA424/12MAR24/G/LHRTFU Kind regards, Air China London Heathrow Airport Email: LHR@AIRCHINA.COM From: filip jakobik Date: 2024-06-13 13:14 To: lhr@airchina.com Subject: Re: Compensation due to cancelled flight Thank you very much for your reply! Please send me the proof of this communication as we have not received any. Verstuurd vanaf mijn iPhone Op 13 jun 2024 om 13:53 heeft lhr@airchina.com het volgende geschreven: Dear Passenger, We sincerely apologize for the inconvenience caused by the delay of your flight. We have reviewed the flight records, and the flight cancellation on February 20, 2023, was communicated in advance as a planned schedule change. According to UK261 regulations, for flight changes notified more than 14 days in advance, the airline is not required to provide compensation. Thank you for your understanding. Kind regards, Air China London Heathrow Airport Email: LHR@AIRCHINA.COM From: filip jakobik Date: 2024-06-05 21:13 To: lhr@airchina.com Subject: Compensation due to cancelled flight Dear reader, I received this email after calling air china. Please find in below the flight data of the flight that was cancelled. This is for me and my colleague. I would like to request a compensation for 2*600eur so 1200 euro in total. Please let me know what you would need from me in order to pay out this compensation. 14th of March 2024 Flight CA424 Booking ref CHNL-26498371 Thank you in advance.

Amsterdam-Jianyang
Economy

(0)

Scott H

Verified | Dec 29, 2025

Mulhouse-Edinburgh

Economy

No reason given

I arrived at my final destination at 7.15am on the 23rd December 2024 but was meant to have arrived at 9.45pm on the 22nd December 2024. Airline told us that we had missed our flight as soon as we disembarked our flight from Basel to London Heathrow. They told us they have booked us on flights the following morning. The airline provided hotel, airport shuttle and food for the night. We had to pay for an uber in the morning as the shuttle times didn’t suite our early flight. I had missed work on the 23rd due to not being home the night before.

Mulhouse-Edinburgh
Economy

(0)

Daniel F

Verified | Dec 29, 2025

London-Miami

Economy

Problems at airport

Someone threatened another passenger and subsequently they were removed from the plane. We then had to stay on the plane while they found the persons luggage. When we were about to take off we were told that the luggage that was removed was wrong and they had to look again.

London-Miami
Economy

(0)

Coralie S

Verified | Dec 29, 2025

Bordeaux-London

Economy

Don't remember

Our flight was scheduled to arrive at London Gatwick at 21:20, but due to delays, we landed at 00:59 AM. After disembarking, it took approximately one hour to retrieve our suitcases. By this time, there were no trains operating, leaving me with no option but to use an Uber to get home. Given the high number of passengers in a similar situation, it took another hour to successfully arrange for an Uber. I finally arrived home after 4:00 AM. This was an unusual and unforeseen situation for me, as I never use Uber for my return journeys. However, the combination of the flight delay and the lack of train services left me with no alternative. The disrupted journey was extremely exhausting and significantly affected my plans for Saturday, 28th December. I was so fatigued that I had to cancel all my morning commitments. I hope this explanation helps provide clarity on the circumstances surrounding my request for reimbursement.

Bordeaux-London
Economy

(0)

These complaints are the subjective opinion of AirAdvisor members and not of AirAdvisor International Inc. We will try to monitor complaints for compliance (as feasible).

British Airways complaints: comments, page 13

Verify you’re a real person

Your spot is reserved 🎉

Get early access