British Airways complaints: comments, page 16
1,122 comments
Donna D
Verified | Oct 24, 2024
London-Phoenix
Economy
Don't remember
I established a claim # 02962677 on August 26 that has not been resolved in over 60 days.The have not responded after multiple efforts to connect. .
- London-Phoenix
- Economy
Richard N
Verified | Oct 23, 2024London-Gothenborg
Economy
No reason given
I am an assisted passenger and as such can book a seat offering me the best comfort, however when BA rebooked my seat the placed me in 9B which is an uncomfortable seat for my condition. Additionally, the passenger in 9A needed to disembark hurriedly forcing me to also disembark with the crowed.- London-Gothenborg
- Economy
Richard N
Verified | Oct 23, 2024London-Gothenborg
Economy
Problems at airport
Being an assisted passenger I am able to choose a seat, however when BA rebooked my flight, they did not consider my condition and place me in seat 9B which forced me to disembark the plain with the rush because the passenger in 9A needed to disembark ungently.- London-Gothenborg
- Economy
Richard N
Verified | Oct 23, 2024Gothenborg-Johannesburg
Economy
No reason given
I am an assisted passenger, and I chose BA flight to Johannesburg OR Tambo airport because it is an A 380 and on the upper deck, (I can extend my left leg 81A). Being an assisted passenger I am able to choose a seat, however when BA rebooked my flight, they did not consider my condition and place me on an aisle seat which restricted my extending my leg into a comfortable position. I needed to rely on painkillers for comfort. Additionally, Flight LH 819 was delayed in taking off from GΓΆthenburg by an hour because of a late arrival, which added stress.- Gothenborg-Johannesburg
- Economy
Vedia T
Verified | Oct 23, 2024London-Barcelona
Economy
No reason given
Complaint letter to British airways is attached. We were supposed to land in Barcelona at 7:30pm yet one part of the group landed at 1am and the other part at 2am. Some of us had to fly with Vueling. Our group trip was ruined. We didnβt get to the hotel until 3am Saturday morning which was wasteful considering we were only in Barcelona until Sunday evening. Also we were supposed to go for a birthday party which was ruined as a result and we were exhausted. The airline did not provide any assistance to us and instead told us we needed to βcall this numberβ. However, some of the party members were elderly and did not speak much English so this was very difficult for them. We only found out the flight was cancelled at the last minute when we got to the airport.- London-Barcelona
- Economy
Louise B
Verified | Oct 23, 2024London-Amman
Economy
No reason given
Due to fly 1/11/24 ba0312 Heathrow to Amman. BA cancelled flight at 11:00 am 23/10/24. 9 days notice. Return flight due 10/11/24 Amman to Heathrow but wonβt be flying as outward journey cancelled. No flights will be taken with BA due to this cancellation- London-Amman
- Economy
Craig C
Verified | Oct 22, 2024Dublin-London
Economy
No reason given
Flight was supposed to be at 12 with British airways. After we paid to get to the airport and arrived to airport we were told our flight was cancelled and moved to a different airline aerlingus said it was more to 7pm 7 Hours later.. we had to get a new ride then hotel and buy food to wait it out as the airport is small with no lounge. We were promised $15 food vouchers for airport that we never got as well. Then the 7pm flight was delayed til 8pm with no notice then 830 was when we actually boarded. Just a mess.- Dublin-London
- Economy
Stephan L
Verified | Oct 22, 2024Hannover-Pensacola
Economy
No reason given
Our next Flight World have been with American Airline to Charlotte and afterwards with American Airline to Pensacola.British Airways put us off the Flight because of the delay. We got switched to United Airlines. The flight went to Houston and afterwards to Pensacola. The flight from Houston to Pensacola was delayed too because of technical issues. We arrived in Pensacola more than 7 hours later as original planen.- Hannover-Pensacola
- Economy
Mosunmola Stella A
Verified | Oct 22, 2024Lagos-London
Economy
I was denied to board by refuses my hand luggage
I have reduce mobility and on wheel chair, I was humiliated and treated very un fairly and was forced to pay for an extra baggage I was charged 383,296.00 naira due to hand luggage weigh 12kg, as a valuable customer people should not be treated the way I was travelling back from Nigeria , Behaving this way to your valuable customers will discourage customers to board your flights from Nigeria. This staff should be well trained on customer services, I was charged for hand luggage as an extra baggage its very un human. i would believe you will look into this and I would look forward to hear from you soonest.- Lagos-London
- Economy
Yaroslav K
Verified | Oct 21, 2024Zurich-Houston
Economy
Successful claim
No reason given
I had to rebook my flight to fly a day later, causing me to miss 1.5 days of my holiday due to the timing of the new flight, that also cost me 250 CHF more (luckily there was no hotel booked in Houston for the night), because I booked through Booking.com the airline refused to rebook me through the website, stating that the only possible outcome was a refund, that was swiftly handled by Booking.com. There was no additional communication from the airline apart from the original cancelling e-mail.- Zurich-Houston
- Economy
- Successful claim
Omoyeni B
Verified | Oct 21, 2024Barcelona-London
Economy
Successful claim
No reason given
They said we missed our flight even though they never sent our boarding pass. They did not provide any care, we had to buy new tickets and waited until the following day at the airport to take a new flight. We arrived to London around 9.20am- Barcelona-London
- Economy
- Successful claim
Nigel C
Verified | Oct 21, 2024London-Thira
Economy
I HAD TO CANCEL 3 DAYS BEFORE DUE TO A HEART ATTACK.
Due to a heart attack i HAD TO CANCEL MY HOLIDAY/FLIGHT , having gone through the website to cancel I had an email to say a refund was being processed. That was 5 MONTHS ago !! - I have constantly chased through the Global customer relations web page. Still no response our refund or Acknowledgement. - there was taxes involved in my booking I believe which I should at least get back.!! You just can't get to speak with anyone - this is so stressfull , enough to give me another heart problem.!!- London-Thira
- Economy
- Desired solution
Refund
Expenses reimbursement
Apology / Voucher
Frances M
Verified | Oct 21, 2024London-Cologne
Economy
Successful claim
Weather conditions
Please see the letter sent to BA. Customer Relations (S506 ) on 18th September. I have not had an acknowledgment or reply to this. I have included proof of postage of the letter I would draw your attention to the flight I was offered involving a 7 hour overnight wait at Amsterdam airport with KLM. I was travelling to my sonβs 40th birthday party and found the whole thing a stressful ordeal. Included in the proof of purchase receipts downloaded the receipt for the Eurowings replacement flight on September 6th was for 2 passengers, myself and my daughter, am claiming half this amount for my flight only.- London-Cologne
- Economy
- Successful claim
Sandra M
Verified | Oct 21, 2024London-Las Vegas
Economy
Lack of requested dietary requirements
My husband and I were on a 10 hour flight from London to Las Vegas, I had requested gluten free and vegan food which I was assured by my travel agent was possible. On the flight I was told I could only have one or the other but 2 meals had bee n requested by me, 1 vegan and 1 gluten free. My husband was given one (because they said that's what id requested) when we corrected the mistake my husband was then told he'd have to wait till the end of service to see what was left. ( the flight attendant also said I should contact yourselves as the same would happen on the return flight) The second meal of the flight I could not eat either, as one was pasta the other chicken so I had 2 small tubs of salad. During the flight everyone was given snacks I had nothing (all contained either gluten or animal products). The second flight was very similar so I was very disappointed. In this day and age of various allergies and the availability of vegan and gluten free products it should have been very simple to provide enough food for these very common dietary requirements. It was a very long flight with the few snacks I had taken with me. ( I was better prepared on the second flight) I appreciate this mistake cannot be rectified now but thought it would be worth letting a company as large as yourselves, know. I am not in the habit of complaining or giving bad reviews on other websites but it was upsetting. Regards Sandra Marsh- London-Las Vegas
- Economy
- Desired solution
Apology / Voucher
Other
Vicky B
Verified | Oct 20, 2024London-Mexico City
Economy
Technical problems
Flight was supposed to land Mexico City at 19.45 on 19 oct. 5 hour wait on tarmac due to technical issues and we then got on new flight. This then was diverted to Cancun where it landed at 02.00 on 20th. I am hoping To be transferred tonight but itβs a disaster.- London-Mexico City
- Economy
Peter B
Verified | Oct 20, 2024London-Bangkok
Economy
No reason given
There's additional complexity not picked up in the picklist. I missed my connecting flight in Doha, hence I was ~12 hours late on the next flight. Note the ticket was a BA codeshare, but both legs were operated by QR. QR claim that the delay was down to "an airborne delay" which sounds vague and probably controllable to me. They are right that then they were unable to make up the delay due to slot restrictions at Heathrow, but not being able to make up a delay is not a valid UK261 excuse.- London-Bangkok
- Economy
Robert G
Verified | Oct 19, 2024London-Zurich
Economy
Successful claim
No reason given
We were scheduled to depart at 9:20 am from Heathrow. The flight was delayed and then cancelled to be replaced with an alternate BA flight scheduled for 6 pm. This alternative flight would have meant arriving late in Lucerne and missing the pick up of the key to our prepaid accomodation that evening. So the BA service desk at Heathrow arranged for us to fly from London City Airport to catch a Swissair flight to Zurich and then a train to Lucerne. We just made it to London city by taxi. BA would not identify the reason for the delay.- London-Zurich
- Economy
- Successful claim
Adam H
Verified | Oct 18, 2024London-Amman
Economy
No reason given
This flight was booked through LastMinuteDot.com. There chat bolt told to speak to the to the airline. The airline told us to speak to LastMinuteDot.com- London-Amman
- Economy
Georgina E
Verified | Oct 18, 2024London-Amman
Economy
No reason given
Flights were cancelled, we were not offered an alternative flight but instead had to make our own arrangements which were very costly and got us home around 12 hours later than we should have. I currently have another claim without for the cancelled flight to Amman, and this one is for the cancelled flight coming b=home. So both flights were cancelled on our trip.- London-Amman
- Economy
Dympna L
Verified | Oct 17, 2024Vancouver-Dublin
Economy
Weather conditions
E mail at 12 30 we were mid flight so did not receive until arrived in Heathrow flight time was 15 40 to say flight cancelled, Next flight at 18 20 that did not happen until 18 50 ,we were v late getting into Dublin instead of 17 05 it was 19 50- Vancouver-Dublin
- Economy
Orlando M
Verified | Oct 17, 2024Barcelona-London
Economy
Successful claim
No reason given
We were supposed to board and leave British Airlines by 3:15pm it is now close to 7pm and we have not left yet.- Barcelona-London
- Economy
- Successful claim
Nahed D
Verified | Oct 17, 2024Toronto-Dubai
Economy
Weather conditions
Airline originally informed us of delay via email citing reason as "operational constraints". When contacted they declined citing reason as the weather. Copy of their original rmail attached above.- Toronto-Dubai
- Economy
Shaheen D
Verified | Oct 17, 2024Toronto-Dubai
Economy
Weather conditions
Flight was delayed by 24 hours. Airline sent email and gave reason as "operational constraints". When I contacted them for compensation they declined claiming reason as weather. I have attached above copy of their email to advise flight delay.- Toronto-Dubai
- Economy
Melissa B
Verified | Oct 17, 2024Madrid-Traverse City
Economy
I missed my flight from Madrid to Heathrow due to a layover I had from Palma, Mallorca, Spain to Madrid.
- Madrid-Traverse City
- Economy
Jeffery K
Verified | Oct 16, 2024Zurich-Indianapolis
Economy
Delayed flight, missed connection. Had to uber/taxi to hotel. Hotel bill, dinner, breakfast. Rental call from Chicago to Indianapolis because of a 7 hour layover, and gas.
- Zurich-Indianapolis
- Economy
Robert W
Verified | Oct 16, 2024Pittsburgh-Barcelona
Economy
Weather conditions
We flew from Pgh on Fri Sept 6th to Heathrow where we landed Saturday September 7th. We were to continue our flight to Barcelona but due to inclement weather our flight was cancelled until Sunday Sept 8th. Due to the flight being cancelled I was charged for Saturday night for a hotel in Barcelona. I also was charged a taxi reservation from Airport to hotel due to cancellation. I missed an event on Sunday morning due to my flight cancellation that I reserved.- Pittsburgh-Barcelona
- Economy
Christopher H
Verified | Oct 14, 2024London-New York
Economy
No reason given
We received a txt at 6am on the morning of the flight. BA cancelled the flight from Gatwick to Heathrow we had to make a lot of phone calls to try and get a lift to Heathrow as we had already paid for train tickets to Gatwick this caused a lot of stress and anxiety for us. They put us with AA which were not very good food etc was terrible this was meant to be a trip of a lifetime for my wifeβs 60th birthday and they ruined it.in my view no care was taken by the airline. This whole thing was a massive inconvenience We arrived at the destination at the same time but only because we moved the flight that that gave us which would of meant our arrival would have been 6 hrs later- London-New York
- Economy
Natalya Y
Verified | Oct 14, 2024London-Milan
Economy
Problems at airport
MY FLIGHT was booked by George William Heath who has tried submit a joint claim his claim reference is 345733, please refer to this claim for full details- London-Milan
- Economy
Thibaut J
Verified | Oct 14, 2024Mulhouse-Shanghai
Economy
I was in standby in Heathrow, BA offered me to be downgraded in economy for a comensation of only 75GBP whereas my company paid 2500β¬ for the trip. BA proposed me a routage from LHR to CDG to PVG, I arrived 10 hours late withtout my bagagges. My baggages arrived 3 days late at the hotel, I was obliged to buy clothes.
- Mulhouse-Shanghai
- Economy
Peter M
Verified | Oct 14, 2024Johannesburg-London
Economy
Technical problems
Flight cancelled at time of Boarding. Passengers sent back from boarding passage. No assistance given in re- booking and BA said it was the Booking Agents responsibility. Arrived at destination 32 hours later - airline had no management at Johannesburg and pilot was trying to make announcements.- Johannesburg-London
- Economy
Taha I
Verified | Oct 13, 2024Dubai-Toronto
Economy
Successful claim
Technical problems
My initial flight (BA106) from Dubai to London was at 2:10AM on Tuesday, March 5. BA first reached out to me at 18:51 (Dubai time) on March 4 to inform me that there will be delay because of an undisclosed reason. Subsequently, upon arrival at the airport, we were informed that the flight will be at 6AM. We finally boarded the plane at around 7AM and the plane started taxiing around 8AM. After almost 2-3 hours on the tarmac, we were informed that because of a technical issue, BA wasnβt able to operate the flight. We were deplaned and had to go through the UAE immigration again. Because of this, we missed our connection to Toronto. We were told that the new flight will be at 6AM on Wednesday, March 6. BA did lodge us at a hotel at their own expense. We were able to board the flight next morning and after 2 hours of further delay, we finally took off for London. I was delayed in getting to Toronto by more than a day but BA refused to compensate me for the delay. I was however compensated for out-of-expense incurred during the delay in Dubai. Based on my original ticket, I was expected to get to Toronto at 4PM on March 5, however, I arrived in Toronto on March 6 after 7PM (a delay of more than 27 hours).- Dubai-Toronto
- Economy
- Successful claim
Wendy S
Verified | Oct 12, 2024London-Montreal
Economy
Problems at airport
Good afternoon, Thank you for your email about our recent terrible experience on BA95 to MontrΓ©al. We have been loyal British Airways customers for many years and for some time around 2007/2008 we were both gold Executive club members and had built up enough points to be able to fly first class from London to Cape Town return. Today, while we are mere Bronze members, we're aspiring to achieve silver status this year. Nevertheless, our loyalty to British Airways was shaken severely by our disastrous experience on BA95: Allow me to explain. We boarded flight BA95 to MontrΓ©al at 5:30 pm on 26th Sept and took our seats in Premium Economy. However, there were a series of delays and incidents which culminated in the cancellation of the flight at around 1 am on the 27th September after sitting on the flight for 7 and 1/2 hours on a flight to nowhere. Moreover, during our time aboard the aircraft we received no food, nor indeed were we offered any drink apart from one small cup of water. As we had travelled from home to Heathrow, we have not eaten since about 11:30 am. Thus, we received no refreshments of any kind for the 7 1/2 hours we were trapped on the aircraft and were understandably very hungry. That was made worse because one of the stewards announced that the aircraft had no internet access; we could not therefore communicate with anyone about our dilemma. The pilot endeavoured to keep us informed of what was happening about departure slots, but it was clear that he was not receiving any information himself. However, the situation was exacerbated when during this long delay one of the passengers suffered a severe medical problem. An ambulance and medical staff were summoned, but it took a long time to arrive. To make matters even worse, we then had a problem of crew flying hours and we were advised that a Duty pilot had been summoned. However, it took a very long time before they arrived and ultimately at circa 1.00 a.m. a decision was made to cancel the flight. As we disembarked the aircraft, we were advised that a member of the British Airways Ground staff would help us with hotel accommodation and would provide us with a voucher for food inside the terminal. In the event, no member of the British Airways ground staff provided any assistance whatsoever, nor indeed any information about what was happening about retrieving our baggage and hotel accommodation. In short, we had been totally abandoned by British Airways. We waited by one of the carousels in the Baggage Hall for news of our baggage, but then we received news from another passenger that the baggage could not be offloaded from the aircraft until later that day. Meanwhile, we discovered that the next BA flight would arrive in MontrΓ©al after the departure of our ship from Montreal to Quebec. We therefore contacted a Viking Ocean emergency number to rearrange our flights and we were offered a British Airways flight to Toulouse and from there a flight direct to MontrΓ©al. However, at 4.20 a.m. we received a message that the BA Toulouse flight had been cancelled so we contacted Viking again and were rebooked on Air Canada AC867 departing Heathrow at 09.30 a.m. arriving in time to embark Viking Neptune before it left for Quebec at 6 p.m. Earlier that long morning, having received no information about our baggage, we joined a very long queue at the British Airways desk in the baggage hall. However, after 30 minutes, as we neared the front of the queue, a very aggressive British Airways staff member announced that the office was closing and began handing out lost luggage forms for us to complete. When I approached him for more information, he was totally dismissive and became aggressive, adopting what can only be described as an acutely bullying character. Moreover, he made it clear that we had to leave the baggage hall as soon as possible and stated loudly that he could provide no information about hotel accommodation nor about voucher support for any food or drink. He declared that we should fill in a lost luggage form and "get out of the Baggage Hall now." We managed to find out that the baggage hall office land side would be opening at around 5 a.m. and we therefore purchased a snack from the only coffee shop that was open. We also set about locating the baggage office which was firmly shuttered and when we suddenly realised that a queue was forming, we quickly joined that queue and stood in line for over an hour. At 5:10 am the baggage office opened and began to try to resolve the missing baggage problems experienced by many of our fellow passengers. Meanwhile, a lady staff member approached us and when we explained that we had no information on our baggage and had a flight at 9:30 with Air Canada to MontrΓ©al, she said that our baggage would be taken to the flight and we should immediately make our way to Terminal 2 to check in. When we arrived at the Air Canada check-in desk, we provided copies of our BA bag checks and the Air Canada staff undertook to ensure that our baggage would join our flight. Indeed, we subsequently were advised by one of the Air Canada staff that he had located our baggage and he would ensure that it would be loaded onto the aircraft. When we arrived in MontrΓ©al, two of our suitcases failed to appear on the carousel; unfortunately, these were the suitcases that had all of our clothing for our 80 day cruise to Hawaii. Wendy and I had now reached a point of complete exhaustion, having been unable to get any sleep at Heathrow and during the Air Canada flight and managed to get to bed on the Viking Neptune at 7.30 p.m. When we woke the next morning we were close to Quebec and we briefed the Viking management of our situation. They immediately contacted Air Canada to see if they could locate our baggage. As they were unable to get any information, we quickly took a taxi into Quebec to purchase some essential clothing, underwear, tights, paracetamol, and a small handbag for Wendy to carry her cell phone and a purse, at a cost of Canadian $561.90, plus taxi fares of USD $40, a total of USD $455.92 or Β£340.20. (Also included shaving razor and gel for me.) As the ship prepared to depart Quebec, we were chasing the missing suitcases with the Viking Ocean staff when we got a message that a suitcase had arrived on ship - it was mine. However, Wendy's suitcase was still missing and she was distraught and understandably in tears. Cutting a long story short, we have been through hell with no sleep after a 7.5 hour wait with food or drink on a BA flight and a total lack of support from British Airways. Whereas we join a loyalty program to show our support for BA, it appears that that support is not reciprocated - hardly fair! Not only have we been abandoned by British Airways, but they have lost all my wife's clothing for the holiday of a lifetime. Indeed, we have already missed pre-booked Viking Ocean excursions in Montreal, Quebec (essential shopping instead of the sightseeing tour), and a guided trip to explore Saguenay which we couldn't go on as we were still trying to locate Wendy's suitcase. Hence, you will understand that we are more than angry seeing this derisory offer of Β£200 from British Airways because of a flight delay that has already lost us 3 days of a wonderful "once in a lifetime" cruise and still with no clothing for my wife Wendy. As an update on my missing suitcase, having chased the baggage through Air Canada virtually every day, we discovered that it was still in Heathrow and it was forwarded to Montreal but arrived after we had left for Quebec on Viking Neptune. It was then sent to St John in New Brunswick but arrived the day after we had departed. We were then advised that it would have to be sent back to our home in the UK, but a day later we were advised that it could be sent to our next port of call in the US, but as this was Fort Lauderdale - then under threat from Hurricane Milton - it was agreed that the best option was to send my wife's suitcase to LA, which our ship would arrive at on 27th October. Wendy has been able to purchase some clothing but only one pair of shoes in NY but no sandals. She now faces a further 17 days aboard ship with a very limited wardrobe. As you may imagine she is very upset. I had anticipated that British Airways would - in the circumstances of a cancelled flight, a total lack of BA support with no food or drink during 7.5 hours on a flight to nowhere, and then being abandoned with a total lack of information, our baggage held to ransom on the aircraft and then 2 cases lost and one still missing, that British Airways would at least offer the compensation set out in EU regulations. The levels of compensation are limited by EU regulation as follows for each individual: β’ EUR 250 / GBP 220 for flights of 1500 km or less β’ EUR 400 / GBP 350 for all flights between 1500km and 3500 km β’ EUR 600 / GBP 520 for all other flights. As loyal BA customers, we are disgusted at the total lack of support we have received from an airline we have travelled with for many years, and I would ask that you respect our concerns. We are simply asking for proper compensation for the hell BA has put us through, the ruining of five full days of our cruise of a lifetime with Viking Ocean. Our attempts at updating BA and registering our complain have been consistently been thwarted by network/internet failures. I would be grateful for your early reply, Yours sincerely, William G Simpson OBE Wing Commander RAF (Ret'd) Author & Writer- London-Montreal
- Economy
William S
Verified | Oct 12, 2024London-Montreal
Economy
Problems at airport
Good afternoon, Thank you for your email about our recent terrible experience on BA95 to MontrΓ©al. We have been loyal British Airways customers for many years and for some time around 2007/2008 we were both gold Executive club members and had built up enough points to be able to fly first class from London to Cape Town return. Today, while we are mere Bronze members, we're aspiring to achieve silver status this year. Nevertheless, our loyalty to British Airways was shaken severely by our disastrous experience on BA95: Allow me to explain. We boarded flight BA95 to MontrΓ©al at 5:30 pm on 26th Sept and took our seats in Premium Economy. However, there were a series of delays and incidents which culminated in the cancellation of the flight at around 1 am on the 27th September after sitting on the flight for 7 and 1/2 hours on a flight to nowhere. Moreover, during our time aboard the aircraft we received no food, nor indeed were we offered any drink apart from one small cup of water. As we had travelled from home to Heathrow, we have not eaten since about 11:30 am. Thus, we received no refreshments of any kind for the 7 1/2 hours we were trapped on the aircraft and were understandably very hungry. That was made worse because one of the stewards announced that the aircraft had no internet access; we could not therefore communicate with anyone about our dilemma. The pilot endeavoured to keep us informed of what was happening about departure slots, but it was clear that he was not receiving any information himself. However, the situation was exacerbated when during this long delay one of the passengers suffered a severe medical problem. An ambulance and medical staff were summoned, but it took a long time to arrive. To make matters even worse, we then had a problem of crew flying hours and we were advised that a Duty pilot had been summoned. However, it took a very long time before they arrived and ultimately at circa 1.00 a.m. a decision was made to cancel the flight. As we disembarked the aircraft, we were advised that a member of the British Airways Ground staff would help us with hotel accommodation and would provide us with a voucher for food inside the terminal. In the event, no member of the British Airways ground staff provided any assistance whatsoever, nor indeed any information about what was happening about retrieving our baggage and hotel accommodation. In short, we had been totally abandoned by British Airways. We waited by one of the carousels in the Baggage Hall for news of our baggage, but then we received news from another passenger that the baggage could not be offloaded from the aircraft until later that day. Meanwhile, we discovered that the next BA flight would arrive in MontrΓ©al after the departure of our ship from Montreal to Quebec. We therefore contacted a Viking Ocean emergency number to rearrange our flights and we were offered a British Airways flight to Toulouse and from there a flight direct to MontrΓ©al. However, at 4.20 a.m. we received a message that the BA Toulouse flight had been cancelled so we contacted Viking again and were rebooked on Air Canada AC867 departing Heathrow at 09.30 a.m. arriving in time to embark Viking Neptune before it left for Quebec at 6 p.m. Earlier that long morning, having received no information about our baggage, we joined a very long queue at the British Airways desk in the baggage hall. However, after 30 minutes, as we neared the front of the queue, a very aggressive British Airways staff member announced that the office was closing and began handing out lost luggage forms for us to complete. When I approached him for more information, he was totally dismissive and became aggressive, adopting what can only be described as an acutely bullying character. Moreover, he made it clear that we had to leave the baggage hall as soon as possible and stated loudly that he could provide no information about hotel accommodation nor about voucher support for any food or drink. He declared that we should fill in a lost luggage form and "get out of the Baggage Hall now." We managed to find out that the baggage hall office land side would be opening at around 5 a.m. and we therefore purchased a snack from the only coffee shop that was open. We also set about locating the baggage office which was firmly shuttered and when we suddenly realised that a queue was forming, we quickly joined that queue and stood in line for over an hour. At 5:10 am the baggage office opened and began to try to resolve the missing baggage problems experienced by many of our fellow passengers. Meanwhile, a lady staff member approached us and when we explained that we had no information on our baggage and had a flight at 9:30 with Air Canada to MontrΓ©al, she said that our baggage would be taken to the flight and we should immediately make our way to Terminal 2 to check in. When we arrived at the Air Canada check-in desk, we provided copies of our BA bag checks and the Air Canada staff undertook to ensure that our baggage would join our flight. Indeed, we subsequently were advised by one of the Air Canada staff that he had located our baggage and he would ensure that it would be loaded onto the aircraft. When we arrived in MontrΓ©al, two of our suitcases failed to appear on the carousel; unfortunately, these were the suitcases that had all of our clothing for our 80 day cruise to Hawaii. Wendy and I had now reached a point of complete exhaustion, having been unable to get any sleep at Heathrow and during the Air Canada flight and managed to get to bed on the Viking Neptune at 7.30 p.m. When we woke the next morning we were close to Quebec and we briefed the Viking management of our situation. They immediately contacted Air Canada to see if they could locate our baggage. As they were unable to get any information, we quickly took a taxi into Quebec to purchase some essential clothing, underwear, tights, paracetamol, and a small handbag for Wendy to carry her cell phone and a purse, at a cost of Canadian $561.90, plus taxi fares of USD $40, a total of USD $455.92 or Β£340.20. (Also included shaving razor and gel for me.) As the ship prepared to depart Quebec, we were chasing the missing suitcases with the Viking Ocean staff when we got a message that a suitcase had arrived on ship - it was mine. However, Wendy's suitcase was still missing and she was distraught and understandably in tears. Cutting a long story short, we have been through hell with no sleep after a 7.5 hour wait with food or drink on a BA flight and a total lack of support from British Airways. Whereas we join a loyalty program to show our support for BA, it appears that that support is not reciprocated - hardly fair! Not only have we been abandoned by British Airways, but they have lost all my wife's clothing for the holiday of a lifetime. Indeed, we have already missed pre-booked Viking Ocean excursions in Montreal, Quebec (essential shopping instead of the sightseeing tour), and a guided trip to explore Saguenay which we couldn't go on as we were still trying to locate Wendy's suitcase. Hence, you will understand that we are more than angry seeing this derisory offer of Β£200 from British Airways because of a flight delay that has already lost us 3 days of a wonderful "once in a lifetime" cruise and still with no clothing for my wife Wendy. As an update on my missing suitcase, having chased the baggage through Air Canada virtually every day, we discovered that it was still in Heathrow and it was forwarded to Montreal but arrived after we had left for Quebec on Viking Neptune. It was then sent to St John in New Brunswick but arrived the day after we had departed. We were then advised that it would have to be sent back to our home in the UK, but a day later we were advised that it could be sent to our next port of call in the US, but as this was Fort Lauderdale - then under threat from Hurricane Milton - it was agreed that the best option was to send my wife's suitcase to LA, which our ship would arrive at on 27th October. Wendy has been able to purchase some clothing but only one pair of shoes in NY but no sandals. She now faces a further 17 days aboard ship with a very limited wardrobe. As you may imagine she is very upset. I had anticipated that British Airways would - in the circumstances of a cancelled flight, a total lack of BA support with no food or drink during 7.5 hours on a flight to nowhere, and then being abandoned with a total lack of information, our baggage held to ransom on the aircraft and then 2 cases lost and one still missing, that British Airways would at least offer the compensation set out in EU regulations. The levels of compensation are limited by EU regulation as follows for each individual: β’ EUR 250 / GBP 220 for flights of 1500 km or less β’ EUR 400 / GBP 350 for all flights between 1500km and 3500 km β’ EUR 600 / GBP 520 for all other flights. As loyal BA customers, we are disgusted at the total lack of support we have received from an airline we have travelled with for many years, and I would ask that you respect our concerns. We are simply asking for proper compensation for the hell BA has put us through, the ruining of five full days of our cruise of a lifetime with Viking Ocean. Our attempts at updating BA and registering our complain have been consistently been thwarted by network/internet failures. I would be grateful for your early reply, Yours sincerely, William G Simpson OBE Wing Commander RAF (Ret'd) Author & Writer- London-Montreal
- Economy
Lorna E
Verified | Oct 12, 2024London-Las Vegas
Economy
Successful claim
No reason given
I arrived at the airport to find out my flight was cancelled did not receive any notification before arrival and was rebooked on a flight for 29.09.2024 which I managed to change to 28.09.2024 by spending several hours speaking to BA customer service advisor. 1. I should of flown out on a BA direct flight on the 27.09.2024 at 5.15pm from Heathrow to Las Vegas arriving 7.55pm (US time) instead I flow out on the 28.09.2024 indirect flight on United Airlines at 11.30am -3.25pm (US time) San Francisco then San Francisco to Las Vegas 4.15pm - 6.36 arrival 2. Airline gave me no explanation as to why it was cancelled and did not contact me before flight. 3. They put me up in a hotel over night 4. It disrupted the whole of my break as I lost a day of my holiday which was booked for 4 days & 5 nights. 5. I missed out on 2 big birthday celebrations with my family in the America, which was why I was going to Las Vegas. I also lost my hotel room which was originally meant to be on the same floor as the birthday guests but instead I was put on the 17th floor by myself.- London-Las Vegas
- Economy
- Successful claim
Hend Bashir Y
Verified | Oct 12, 2024Vancouver-Amman
Economy
Problems at airport
I Got on the flight from vancouver to my final destination on oct 1. No cancelation email was sent by the time i got on the flight. Right after my arrival In London, i was notified that the flight to amman is canceled. I was told if i make any changes to my flight i would not get a refund so i was put back on the next flight back to vancouver right away. I am 74 years old and was 20 hours on flights that did not get me to my destination and British Airways is only refunding me for the london to amman flight. I wish for a full refund for my full tickets that did not get me to my final destination due to not having been informed about my cancelled flight before starting my vancouver to london trip. Thanks- Vancouver-Amman
- Economy
David S
Verified | Oct 11, 2024Manchester-Johannesburg
Economy
Successful claim
Influence by other flights
Delayed BA flight from Manchester to Heathrow resulted in missed BA flight to Johannesburg and the subsequent Airline flight to Nielspruit.- Manchester-Johannesburg
- Economy
- Successful claim
Uma T
Verified | Oct 11, 2024London-Boston
Economy
No assistance available for handicapped
No Wheelchair: Plane parked on tarmac, no gate with jetways, it required taking a bus to the plane, no portable ramp and climbing nearly 20 steps for a handicapped person; required lugging along personal luggage through staircase. I am sorry to report that no assistance of any kind was made available to me (despite receiving a notification from British Airways that I will have a wheelchair). In fact, to make it further difficult for my travel from London to Boston the plane was parked on the tarmac which required nearly a ten-minute bus ride from Terminal 5 of Heathrow. Once we reached to the plane, I had to climb at least 30 steps and carry my carry-on luggage thru the steps to board the plane. Under all circumstances I expected British Airways to have a gate with jetways to board the plane. After all Heathrow is British Airways major hub. It was totally unacceptable. It is highly unlikely that I will choose British Airways for my travel in the near future. This was despite the fact I bought business class tickets to help me with my disability. I am truly disappointed from the services provided by the British Airways.- London-Boston
- Economy
- Loss: β¬437.5
Uma T
Verified | Oct 11, 2024Rome-London
Economy
Lacking Disability Assistance
No Wheelchair: Plane parked on tarmac, no gate with jetways, it required taking a bus to the plane, no portable ramp and climbing nearly 20 steps for a handicapped person; required lugging along personal luggage through staircase. Dear Sir, I am sorry to report that no assistance of any kind was made available to me in either of the four legs of my travel with British airways. In fact to make it further difficult during both legs of my return trip on September 30, Rome to London as well as London to Boston the planes were parked on the tarmac. As such I had to climb at least 30 steps and carry my carry on luggage thru the steps to board the plane. Under all circumstances I expected British Airways to have a gate with jetways to board the plane. After all Heathrow is British Airways major hub. It was totally unacceptable. It is high unlikely that I will choose British Airways for my travel in the near future. This was despite the fact I bought business class tickets. I am truly disappointed from the services provided by the British Airways.- Rome-London
- Economy
Kaitlyn M
Verified | Oct 10, 2024Vancouver-London
Economy
Successful claim
No reason given
My flight was delayed from 20:50 Oct 9 to 15:40 Oct 10. This caused me to miss my pre-paid hotel room in London at Dukeβs hotel in Mayfair/St James area.- Vancouver-London
- Economy
- Successful claim
Wendy S
Verified | Oct 10, 2024London-Montreal
Economy
Successful claim
Problems at airport
Good afternoon, Thank you for your email about our recent terrible experience on BA95 to MontrΓ©al. We have been loyal British Airways customers for many years and for some time around 2007/2008 we were both gold Executive club members and had built up enough points to be able to fly first class from London to Cape Town return. Today, while we are mere Bronze members, we're aspiring to achieve silver status this year. Nevertheless, our loyalty to British Airways was shaken severely by our disastrous experience on BA95: Allow me to explain. We boarded flight BA95 to MontrΓ©al at 5:30 pm on 26th Sept and took our seats in Premium Economy. However, there were a series of delays and incidents which culminated in the cancellation of the flight at around 1 am on the 27th September after sitting on the flight for 7 and 1/2 hours on a flight to nowhere. Moreover, during our time aboard the aircraft we received no food, nor indeed were we offered any drink apart from one small cup of water. As we had travelled from home to Heathrow, we have not eaten since about 11:30 am. Thus, we received no refreshments of any kind for the 7 1/2 hours we were trapped on the aircraft and were understandably very hungry. That was made worse because one of the stewards announced that the aircraft had no internet access; we could not therefore communicate with anyone about our dilemma. The pilot endeavoured to keep us informed of what was happening about departure slots, but it was clear that he was not receiving any information himself. However, the situation was exacerbated when during this long delay one of the passengers suffered a severe medical problem. An ambulance and medical staff were summoned, but it took a long time to arrive. To make matters even worse, we then had a problem of crew flying hours and we were advised that a Duty pilot had been summoned. However, it took a very long time before they arrived and ultimately at circa 1.00 a.m. a decision was made to cancel the flight. As we disembarked the aircraft, we were advised that a member of the British Airways Ground staff would help us with hotel accommodation and would provide us with a voucher for food inside the terminal. In the event, no member of the British Airways ground staff provided any assistance whatsoever, nor indeed any information about what was happening about retrieving our baggage and hotel accommodation. In short, we had been totally abandoned by British Airways. We waited by one of the carousels in the Baggage Hall for news of our baggage, but then we received news from another passenger that the baggage could not be offloaded from the aircraft until later that day. Meanwhile, we discovered that the next BA flight would arrive in MontrΓ©al after the departure of our ship from Montreal to Quebec. We therefore contacted a Viking Ocean emergency number to rearrange our flights and we were offered a British Airways flight to Toulouse and from there a flight direct to MontrΓ©al. However, at 4.20 a.m. we received a message that the BA Toulouse flight had been cancelled so we contacted Viking again and were rebooked on Air Canada AC867 departing Heathrow at 09.30 a.m. arriving in time to embark Viking Neptune before it left for Quebec at 6 p.m. Earlier that long morning, having received no information about our baggage, we joined a very long queue at the British Airways desk in the baggage hall. However, after 30 minutes, as we neared the front of the queue, a very aggressive British Airways staff member announced that the office was closing and began handing out lost luggage forms for us to complete. When I approached him for more information, he was totally dismissive and became aggressive, adopting what can only be described as an acutely bullying character. Moreover, he made it clear that we had to leave the baggage hall as soon as possible and stated loudly that he could provide no information about hotel accommodation nor about voucher support for any food or drink. He declared that we should fill in a lost luggage form and "get out of the Baggage Hall now." We managed to find out that the baggage hall office land side would be opening at around 5 a.m. and we therefore purchased a snack from the only coffee shop that was open. We also set about locating the baggage office which was firmly shuttered and when we suddenly realised that a queue was forming, we quickly joined that queue and stood in line for over an hour. At 5:10 am the baggage office opened and began to try to resolve the missing baggage problems experienced by many of our fellow passengers. Meanwhile, a lady staff member approached us and when we explained that we had no information on our baggage and had a flight at 9:30 with Air Canada to MontrΓ©al, she said that our baggage would be taken to the flight and we should immediately make our way to Terminal 2 to check in. When we arrived at the Air Canada check-in desk, we provided copies of our BA bag checks and the Air Canada staff undertook to ensure that our baggage would join our flight. Indeed, we subsequently were advised by one of the Air Canada staff that he had located our baggage and he would ensure that it would be loaded onto the aircraft. When we arrived in MontrΓ©al, two of our suitcases failed to appear on the carousel; unfortunately, these were the suitcases that had all of our clothing for our 80 day cruise to Hawaii. Wendy and I had now reached a point of complete exhaustion, having been unable to get any sleep at Heathrow and during the Air Canada flight and managed to get to bed on the Viking Neptune at 7.30 p.m. When we woke the next morning we were close to Quebec and we briefed the Viking management of our situation. They immediately contacted Air Canada to see if they could locate our baggage. As they were unable to get any information, we quickly took a taxi into Quebec to purchase some essential clothing, underwear, tights, paracetamol, and a small handbag for Wendy to carry her cell phone and a purse, at a cost of Canadian $561.90, plus taxi fares of USD $40, a total of USD $455.92 or Β£340.20. (Also included shaving razor and gel for me.) As the ship prepared to depart Quebec, we were chasing the missing suitcases with the Viking Ocean staff when we got a message that a suitcase had arrived on ship - it was mine. However, Wendy's suitcase was still missing and she was distraught and understandably in tears. Cutting a long story short, we have been through hell with no sleep after a 7.5 hour wait with food or drink on a BA flight and a total lack of support from British Airways. Whereas we join a loyalty program to show our support for BA, it appears that that support is not reciprocated - hardly fair! Not only have we been abandoned by British Airways, but they have lost all my wife's clothing for the holiday of a lifetime. Indeed, we have already missed pre-booked Viking Ocean excursions in Montreal, Quebec (essential shopping instead of the sightseeing tour), and a guided trip to explore Saguenay which we couldn't go on as we were still trying to locate Wendy's suitcase. Hence, you will understand that we are more than angry seeing this derisory offer of Β£200 from British Airways because of a flight delay that has already lost us 3 days of a wonderful "once in a lifetime" cruise and still with no clothing for my wife Wendy. As an update on my missing suitcase, having chased the baggage through Air Canada virtually every day, we discovered that it was still in Heathrow and it was forwarded to Montreal but arrived after we had left for Quebec on Viking Neptune. It was then sent to St John in New Brunswick but arrived the day after we had departed. We were then advised that it would have to be sent back to our home in the UK, but a day later we were advised that it could be sent to our next port of call in the US, but as this was Fort Lauderdale - then under threat from Hurricane Milton - it was agreed that the best option was to send my wife's suitcase to LA, which our ship would arrive at on 27th October. Wendy has been able to purchase some clothing but only one pair of shoes in NY but no sandals. She now faces a further 17 days aboard ship with a very limited wardrobe. As you may imagine she is very upset. I had anticipated that British Airways would - in the circumstances of a cancelled flight, a total lack of BA support with no food or drink during 7.5 hours on a flight to nowhere, and then being abandoned with a total lack of information, our baggage held to ransom on the aircraft and then 2 cases lost and one still missing, that British Airways would at least offer the compensation set out in EU regulations. The levels of compensation are limited by EU regulation as follows for each individual: β’ EUR 250 / GBP 220 for flights of 1500 km or less β’ EUR 400 / GBP 350 for all flights between 1500km and 3500 km β’ EUR 600 / GBP 520 for all other flights. As loyal BA customers, we are disgusted at the total lack of support we have received from an airline we have travelled with for many years, and I would ask that you respect our concerns. We are simply asking for proper compensation for the hell BA has put us through, the ruining of five full days of our cruise of a lifetime with Viking Ocean. Our attempts at updating BA and registering our complain have been consistently been thwarted by network/internet failures. I would be grateful for your early reply, Yours sincerely, William G Simpson OBE Wing Commander RAF (Ret'd) Author & Writer- London-Montreal
- Economy
- Successful claim
William S
Verified | Oct 10, 2024London-Montreal
Economy
Successful claim
Problems at airport
Good afternoon, Thank you for your email about our recent terrible experience on BA95 to MontrΓ©al. We have been loyal British Airways customers for many years and for some time around 2007/2008 we were both gold Executive club members and had built up enough points to be able to fly first class from London to Cape Town return. Today, while we are mere Bronze members, we're aspiring to achieve silver status this year. Nevertheless, our loyalty to British Airways was shaken severely by our disastrous experience on BA95: Allow me to explain. We boarded flight BA95 to MontrΓ©al at 5:30 pm on 26th Sept and took our seats in Premium Economy. However, there were a series of delays and incidents which culminated in the cancellation of the flight at around 1 am on the 27th September after sitting on the flight for 7 and 1/2 hours on a flight to nowhere. Moreover, during our time aboard the aircraft we received no food, nor indeed were we offered any drink apart from one small cup of water. As we had travelled from home to Heathrow, we have not eaten since about 11:30 am. Thus, we received no refreshments of any kind for the 7 1/2 hours we were trapped on the aircraft and were understandably very hungry. That was made worse because one of the stewards announced that the aircraft had no internet access; we could not therefore communicate with anyone about our dilemma. The pilot endeavoured to keep us informed of what was happening about departure slots, but it was clear that he was not receiving any information himself. However, the situation was exacerbated when during this long delay one of the passengers suffered a severe medical problem. An ambulance and medical staff were summoned, but it took a long time to arrive. To make matters even worse, we then had a problem of crew flying hours and we were advised that a Duty pilot had been summoned. However, it took a very long time before they arrived and ultimately at circa 1.00 a.m. a decision was made to cancel the flight. As we disembarked the aircraft, we were advised that a member of the British Airways Ground staff would help us with hotel accommodation and would provide us with a voucher for food inside the terminal. In the event, no member of the British Airways ground staff provided any assistance whatsoever, nor indeed any information about what was happening about retrieving our baggage and hotel accommodation. In short, we had been totally abandoned by British Airways. We waited by one of the carousels in the Baggage Hall for news of our baggage, but then we received news from another passenger that the baggage could not be offloaded from the aircraft until later that day. Meanwhile, we discovered that the next BA flight would arrive in MontrΓ©al after the departure of our ship from Montreal to Quebec. We therefore contacted a Viking Ocean emergency number to rearrange our flights and we were offered a British Airways flight to Toulouse and from there a flight direct to MontrΓ©al. However, at 4.20 a.m. we received a message that the BA Toulouse flight had been cancelled so we contacted Viking again and were rebooked on Air Canada AC867 departing Heathrow at 09.30 a.m. arriving in time to embark Viking Neptune before it left for Quebec at 6 p.m. Earlier that long morning, having received no information about our baggage, we joined a very long queue at the British Airways desk in the baggage hall. However, after 30 minutes, as we neared the front of the queue, a very aggressive British Airways staff member announced that the office was closing and began handing out lost luggage forms for us to complete. When I approached him for more information, he was totally dismissive and became aggressive, adopting what can only be described as an acutely bullying character. Moreover, he made it clear that we had to leave the baggage hall as soon as possible and stated loudly that he could provide no information about hotel accommodation nor about voucher support for any food or drink. He declared that we should fill in a lost luggage form and "get out of the Baggage Hall now." We managed to find out that the baggage hall office land side would be opening at around 5 a.m. and we therefore purchased a snack from the only coffee shop that was open. We also set about locating the baggage office which was firmly shuttered and when we suddenly realised that a queue was forming, we quickly joined that queue and stood in line for over an hour. At 5:10 am the baggage office opened and began to try to resolve the missing baggage problems experienced by many of our fellow passengers. Meanwhile, a lady staff member approached us and when we explained that we had no information on our baggage and had a flight at 9:30 with Air Canada to MontrΓ©al, she said that our baggage would be taken to the flight and we should immediately make our way to Terminal 2 to check in. When we arrived at the Air Canada check-in desk, we provided copies of our BA bag checks and the Air Canada staff undertook to ensure that our baggage would join our flight. Indeed, we subsequently were advised by one of the Air Canada staff that he had located our baggage and he would ensure that it would be loaded onto the aircraft. When we arrived in MontrΓ©al, two of our suitcases failed to appear on the carousel; unfortunately, these were the suitcases that had all of our clothing for our 80 day cruise to Hawaii. Wendy and I had now reached a point of complete exhaustion, having been unable to get any sleep at Heathrow and during the Air Canada flight and managed to get to bed on the Viking Neptune at 7.30 p.m. When we woke the next morning we were close to Quebec and we briefed the Viking management of our situation. They immediately contacted Air Canada to see if they could locate our baggage. As they were unable to get any information, we quickly took a taxi into Quebec to purchase some essential clothing, underwear, tights, paracetamol, and a small handbag for Wendy to carry her cell phone and a purse, at a cost of Canadian $561.90, plus taxi fares of USD $40, a total of USD $455.92 or Β£340.20. (Also included shaving razor and gel for me.) As the ship prepared to depart Quebec, we were chasing the missing suitcases with the Viking Ocean staff when we got a message that a suitcase had arrived on ship - it was mine. However, Wendy's suitcase was still missing and she was distraught and understandably in tears. Cutting a long story short, we have been through hell with no sleep after a 7.5 hour wait with food or drink on a BA flight and a total lack of support from British Airways. Whereas we join a loyalty program to show our support for BA, it appears that that support is not reciprocated - hardly fair! Not only have we been abandoned by British Airways, but they have lost all my wife's clothing for the holiday of a lifetime. Indeed, we have already missed pre-booked Viking Ocean excursions in Montreal, Quebec (essential shopping instead of the sightseeing tour), and a guided trip to explore Saguenay which we couldn't go on as we were still trying to locate Wendy's suitcase. Hence, you will understand that we are more than angry seeing this derisory offer of Β£200 from British Airways because of a flight delay that has already lost us 5 days of a wonderful "once in a lifetime" cruise and still with no clothing for my wife Wendy. As an update on my missing suitcase, having chased the baggage through Air Canada virtually every day, we discovered that it was still in Heathrow and it was forwarded to Montreal but arrived after we had left for Quebec on Viking Neptune. It was then sent to St John in New Brunswick but arrived the day after we had departed. We were then advised that it would have to be sent back to our home in the UK, but a day later we were advised that it could be sent to our next port of call in the US, but as this was Fort Lauderdale - then under threat from Hurricane Milton - it was agreed that the best option was to send my wife's suitcase to LA, which our ship would arrive at on 27th October. Wendy has been able to purchase some clothing but only one pair of shoes in NY but no sandals. She now faces a further 17 days aboard ship with a very limited wardrobe. As you may imagine she is very upset. I had anticipated that British Airways would - in the circumstances of a cancelled flight, a total lack of BA support with no food or drink during 7.5 hours on a flight to nowhere, and then being abandoned with a total lack of information, our baggage held to ransom on the aircraft and then 2 cases lost and one still missing, that British Airways would at least offer the compensation set out in EU regulations. The levels of compensation are limited by EU regulation as follows for each individual: β’ EUR 250 / GBP 220 for flights of 1500 km or less β’ EUR 400 / GBP 350 for all flights between 1500km and 3500 km β’ EUR 600 / GBP 520 for all other flights. As loyal BA customers, we are disgusted at the total lack of support we have received from an airline we have travelled with for many years, and I would ask that you respect our concerns. We are simply asking for proper compensation for the hell BA has put us through, the ruining of five full days of our cruise of a lifetime with Viking Ocean. Our attempts at updating BA and registering our complain have been consistently been thwarted by network/internet failures. I would be grateful for your early reply, Yours sincerely, William G Simpson OBE Wing Commander RAF (Ret'd) Author & Writer- London-Montreal
- Economy
- Successful claim
Rylee S
Verified | Oct 10, 2024Brussels-London
Economy
Successful claim
Weather conditions
I am disabled. I was not provided any assistance after the flights were cancelled at brussels airport. We were already airside when the flight and the replacement flight was cancelled. I got stuck at the top of a stairway (my partner pushed me in my wheelchair) Luckily my girlfriend was able to take both cases downstairs and i could slowly make my way down. There was no refuge button. The changing flights would not have allowed me enough time to snsure that assistance was booked. The replacement flight was not until saturday evening. We should have been in england aroudn 8pm on the friday. As i am disabled I need to get home, I cannot do long trips. Brussels airline and british airways couldnt decipher whose problem we were. I was made to stand in a queue for 1 hour 45 mins just for the BA team to tell me i wasnt their problem and go to the other queue. I cannot stand for more than 20 mins without pain. No one checked on me. There was a lack of care. When a flight is cancelled those with access needs must be identified and helped throuhout the process. We were given a taxi voucher by brussles airlines unfrotunately they put the wrong address on the docket. We then had to get a taxi between the hotel they sent us to and the one we had actually booked into. It was an absolute abysmal. I missed my 25th birthday celebrations and lost the deposit (Β£22). We had to get the eurostar home as there was no way to get home sooner. There was no communication about the replacement flights either. It was by chance we checked. We arrived back in london at 12.30 on friday 27th.- Brussels-London
- Economy
- Successful claim
Luzmaria V
Verified | Oct 9, 2024Madrid-Houston
Economy
When check in my suitcases after not been able to do it on line, they requested to check in my carry on at no extra cost, what I did. The flight from Madrid was delay and we were told was just 30 min, buts by time we get out of plane and started to walk to connection check point was more than that. Since Madrid I let staff know that has a tight time connection, same concern share with flight staff but the never seems to care or worry and insisted that I could make it. By time cross security point and make to gate one personnel there told me to wait and will requested to plane staff if could get in. After few minutes came back and inform me and 2 other persons in exactly same situation that flight was closed. At that point he gave us instruction's to all thru a BA customer service point so they could accommodate us in a next flight. When I get to the customer BA center, the lady was able to find just a direct flight for next morning, when asked for my suitcases, she mention that were gone in the flight that I supposed was book, thing that was a complete lie as in Houston was told that since 9/11 they can not send suitcases if passenger is not in the flight. Asked if will provide hotel and meals or even and upgrade on my flight and was told that NO I have to cover my own expenses keep receipts and summit a claim, she just hand me a book. I was so tired and upset that all I asked the answer was NO, that decide just to look for closest hotel and get something to eat and find something to wear to sleep and basic personal cleaning supplies. When I bought the round flight by Iberia the flight were set that way, so I trusted that if they do it that way they know is possible to get connected with no problem as I did no have a problem in the connection from Houston Dallas Madrid. Having kind same layout time. More I was very confident in supposed well know British time, always on time.
- Madrid-Houston
- Economy
Nana Adjoa A
Verified | Oct 9, 2024Accra-London
Economy
No reason given
I was to travel on 27th Jul 2024 at 2220hrs but the flight was delayed to depart 28th 0900. Even that also delayed.- Accra-London
- Economy
Nana Adjoa A
Verified | Oct 9, 2024Accra-London
Economy
Successful claim
No reason given
The flight was cancelled for the 2220hrs departure for the 27th Jul and was to depart 0900hrs on the 28th Jul. And that also delayed.- Accra-London
- Economy
- Successful claim
Carolina G
Verified | Oct 8, 2024London-Orlando
Economy
Technical problems
Subject: Request for Financial Reimbursement for Flight Cancellation Dear British Airways, I hope this message finds you well. I am writing to formally request financial reimbursement for a significant disruption to my recent travel experience with British Airways. On Thursday, September 26th, my flight, BA2039 from LGW to MCO, was unexpectedly cancelled due to reported damage to the aircraft. While I understand that the safety of passengers is of utmost priority, the cancellation caused considerable inconvenience as the next available flight did not depart until Saturday, September 28th, flight BA2037, which was two days later. As a result of this delay, I incurred additional expenses for meals, and transportation during the extended wait. Fortunately I was able to stay at a friendβs house, as the Hilton hotel I was offered was completely booked. This 2-days delay also prevented me from returning to work on time, which caused a significant impact to me financially. I kindly request reimbursement for these costs, as well as any applicable compensation for the inconvenience caused by the delay. I have attached receipts and documentation for the relevant expenses incurred during the delay. I would appreciate it if you could review this request and provide reimbursement in line with British Airway's policy on cancellations and delays. Please do not hesitate to contact me at +1-321-276-7094 if further information is needed. I look forward to a prompt resolution of this matter. Thank you for your attention to this issue. Sincerely, Carolina Girandola Booking Reference: JWTARJ- London-Orlando
- Economy
Eleonora P
Verified | Oct 8, 2024Venice-London
Economy
No reason given
Iβve contacted the airline but they didnβt give us any voucher or anything and I canβt go to the next page if I donβt upload the pic of a voucher- Venice-London
- Economy
Simon R
Verified | Oct 8, 2024London-Hong Kong
Economy
Appalling Business Class Service and damaged luggage
Having booked a business class flight to Hong Kong I was dismayed to find that the seat configuation was so outdated ( 2/4/2 ) which meant I had to climb over another passenger to get in and out of my seat . The foot rest at the end of the seat would not remain flat and kept collapsing during the night so my sleep was severely interupted. Add to that , the poor quality of food , headphones that failed to work and grumpy cabin staff and it was a flight that was clearly not worth the money and left me with a nasty taste in my mouth . On arriving in Hong Kong I found that BA had managed to break one of the locks on my Tumi suitcase which I have had to have repaired at the cost of HKD 400 . A bad experience from the world`s worst airline !- London-Hong Kong
- Economy
- Loss: β¬200
- Desired solution
Janet S
Verified | Oct 6, 2024Manchester-Johannesburg
Economy
Influence by other flights
Connected flight did not wait despite through ticket. This has resulted in additional cost for connecting internal flight to Nelspruit- Manchester-Johannesburg
- Economy
Hattice G
Verified | Oct 6, 2024London-Barcelona
Economy
No reason given
British Airways -Complaints Customer Relations (S506) PO Box 5619, Sudbury Suffolk CO10 2PG Dear Sir or Madam, RE: BOOKING REF: LNIFQR and LNFD2Q and V94GVB The booking references above were booked and flights arranged by me for my birthday in Barcelona with all the above passengers on Friday 27th September 2024. We were all due to fly with you from Terminal 5 Heathrow airport under flight BA476 on the 4.30 departing plane but approximately at 1pm we arrived at the airport for check in and controls and received a text to state the flight had been cancelled and no reason was given for the cancellation. Having arrived at the airport not knowing what to do we sought assistance form eth airline and airport staff who said they could not help us. We also spoke to a senior member of staff and they informed that British Airways no longer have a helpdesk at Terminal 5 and has been the case for over 6 years now. This means we have to deal with the issue online or by phone and so they gave us a number to call. By this time, it was already and hour later. We called the number and there was no answer and was on hold for over half an hour nearly an hour in fact which meant we were delayed to onboard any other flights. Whilst on hold the group on the booking reference LNIFQR booked onto alternative flight online and managed to board the 3.15 flight with only minutes to boarding and they had luggage to check in which they were not able to check all in due to saving time. The others in the group had to stay behind and try to speak to an advisor on the phone and try to arrange an alternative flight. The alternative flights offered were at Gatwick and Luton which we would never have made and would have missed all opportunity to travel and would have needed to return home with part of the group having already left for the next flight. The advisor found a flight with an alternative airline for the group on booking ref LNFD2Q and they had to wait until 8.30pm to fly on board a Vueling flight in Terminal 2. The expenses and receipts have been sent to you for food that had to be paid for whilst waiting as no refreshments or food was offered. The group on booking reference V94GVB had to fly from Terminal 5 on another flight with BA but that flight was also delayed several times and ended up departing only half hour before the other group on LNFD2Q. These two groups didnβt end up in Barcelona until 12 midnight. Two of the passengers are 75 and 80 years old and elderly and have difficulty walking. We had ordered a wheelchair for the initial flight but as the flight was cancelled, we were not guaranteed a wheel chair on the alternative and did not receive one which made it difficult to move around for us and the elderly passenger was stressed and struggled Due to this situation stemming from cancelled flights it seems we are entitled to claim a refund. We were also entitled to assistance at the airport. This includes: β’ Meals and refreshments β’ Overnight accommodation if the re-routed flight is the next day as well as transport to and from the airport We did not receive any of these things We are also entitled to claim a fixed sum of compensation under EC Regulation 261/2004, in this case the amount I am entitled to is β¬600 per passenger. Therefore, we are seeking this sum for each passenger in my party. The judgment of the Court of Justice of the European Union in Tui & others v CAA confirmed the applicability of compensation for delay as set out in the Sturgeon case. Now that EC Regulation 261/2004 has been written into UK law, we are seeking compensation under The Air Passenger Rights and Air Travel Organisersβ Licensing (Amendment) (EU Exit) Regulations 2019 for this cancelled flight. The passengers in the party are listed above The flight was also cancelled and meant we would not have been able to travel for a weekend break with a Birthday Party organised in Barcelona. We also had to rearrange the restaurant for the next day and that was subject to their availability With over five hours delay and the lack of any assistance and service at the airport ruined the start of the holiday- London-Barcelona
- Economy
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