British Airways complaints: comments, page 3
1,122 comments
Begum A
Verified | Sep 1, 2026
London-Bodrum
Economy
Unknown
We checked in 1 large bag in London Heathrow on Wednesday 19th of August 2026. We arrived in Milas-Bodrum airport in Turkey in 19th of August 2026 but we received an email saying the luggage will arrive 4 days later on Saturday night, 22nd of August. We were already leaving on the 23rd of August 2026, the next day. My wallet was inside the luggage so we did not have any cards or cash. We had travel planned to the hotel. All the shops were closed so I bought one of the cheapest items in the clothing and payed via card in phone (contactless). We tried to reach out to the airline next day to get our luggage delivered because my husband had medication in the luggage as well. The British Airways employee told us that if we sent the luggage to Istanbul, Turkey - IST airport the next day, my husband can get it from the airport from there because "he has his name written on the case report". So they decided to send the luggage the next day without our final confirmation. However, the luggage was stuck in customs because the rule was that international luggages require the passenger to be present to pick the luggage up - there are no exceptions. We hate British Airways our whole holiday was ruined we had to change cities chase this luggage all around and beg to many different people to help us. All I want now is compensation for the clothes I bought. The employees who lied to us on the phone to just forget about this issue and ignore the blatantly wrong claims they made about how my husband or anyone on the file can just "pick up the luggage" on my behalf are just evil but I understand we are powerless and British Airways just abuses everyone at no cost to their reputation. Please help us.
- London-Bodrum
- Economy
Ebin P
Verified | Aug 31, 2026Kochi-Manchester
Economy
I had medicine with it that needs to be get on time .. but I didnβt . And valuables .. itβs wasting my time and even didnβt get delivered with in 72 hours .. still Iβm waiting for it
- Kochi-Manchester
- Economy
Charlotte L
Verified | Aug 30, 2026London-Funchal
Economy
My luggage got left in Gatwick airport and arrived to my destination on a different flight a day later
- London-Funchal
- Economy
Marcia M
Verified | Aug 28, 2026London-Kingston
Economy
Claim escalated to airline
No reason given
I have already spoken with British Airways and I have been told to get in contact with you as the claim has been closed on there! I only have the reference numbers that they told me to keep which I kept on my notes as all of my communication through British Airways has been on the phone- London-Kingston
- Economy
- Claim escalated to airline
Lisa A
Verified | Aug 28, 2026London-Newcastle
Economy
Last minute cancellation and bad service
My flight was cancelled after it was delayed 1.5 hours and once I had already checked in. The alternative flight offered was on the same day that I was due to come back! Missed a wedding. Was told my hold bag could take 4 hours to come through. Not enough BA staff around for help. BA online presence is terrible. Took me 3 hours to process everything when I got home. I would like proof about the weather.Overall
Cancelled at last minute. Excuse given bad weather. There wasnt bad weather.
- London-Newcastle
- Economy
Paul H
Verified | Aug 28, 2026London-Lisbon
Economy
Claim escalated to airline
Technical problems
expenses ie Hotel, food, Breakfast and a lost day at my Destination. as i was only going for 2 days so i could see UB40 at Faro and one of these days was waisted because of travel to Spain then on to Faro We was Just over the bay of bisky and the pilot has just told use that the aircraft has a numatic problem and now we are had to turn around and head back to Gatwick because we cant land in Faro.- London-Lisbon
- Economy
- Claim escalated to airline
Thomas J
Verified | Aug 27, 2026Chicago-London
Economy
Influence by other flights
I immediately contacted British Airways customer service for assistance. The BA representative advised me that the best course of action was to purchase a new ticket for the next available flight and subsequently submit a claim to recover the cost of the original unused leg / new ticket. Relying entirely on this official guidance from your staff, I proceeded to book a secondary flight on AA through British Airways at significant additional expense, rather than seeking alternative, lower-cost arrangements.- Chicago-London
- Economy
Komal Keval S
Verified | Aug 26, 2026Nairobi-Paris
Economy
yes caused inconvenience in paris,wasted 2hrs at airport with kids and got to hotel past midnight. The next day, we wasted half the day following up and went to look for a replacement instead of enjoying our holiday and had to use taxis.
- Nairobi-Paris
- Economy
Teresa S
Verified | Aug 26, 2026Jersey-Malaga
Economy
Successful claim
Good afternoon The label just had written on a new BA flight number The details were given to lost luggage when we landed at Malaga airport by myself to explain it did not arrive The baggage was also sent to different resort initially although details were given when I identified my luggage did not arrive with us from Heathrow Receipts are attached were we needed to buy new clothes along with toiletries and reading glasses also travel receipts attached to closest shopping mall to buy new clothes We needed to buy clothes as there was nothing to wear at all and we were not sure how long the case would take to arrive
- Jersey-Malaga
- Economy
- Successful claim
Isla B
Verified | Aug 25, 2026Tenerife-London
Economy
Successful claim
Not enough people to help at the airport not enough information given was a long wait and very stressful situation
- Tenerife-London
- Economy
- Successful claim
Hesham E
Verified | Aug 23, 2026London-Antigua
Economy
Dear British Airways Customer Relations, I am writing to make a formal complaint about what happened to me and my travelling companions at the airport when we were due to travel to Antigua. I had booked my flight and accommodation in Antigua and had completed the British Airways check-in process. However, when we reached the gate, a member of British Airways staff refused to allow me to board because she believed that I did not have the required visa for Antigua. I explained repeatedly that I had already submitted my Antigua visa application, paid the US$200 fee, and had confirmation of my application and payment. I also explained that I had contacted Antigua immigration several times and had been advised that, as an Egyptian passport holder and UK resident, I could obtain the necessary visa/permission on arrival. Despite everything I explained and the evidence I showed her, she continued to refuse me boarding. I was completely shocked and confused because I genuinely believed that I had followed all the necessary requirements. I repeatedly asked the member of staff to call a manager because I was convinced that a serious mistake was being made. I kept saying that I was asking them to please check the situation with a manager before preventing me from travelling. The situation became extremely upsetting for all of us. My partner is disabled, and she was particularly distressed by what was happening. Our two friends who were travelling with us were also extremely upset and were crying. The whole group was left in a state of shock and sadness because we were being prevented from travelling based, as it turned out, on incorrect information. I subsequently went to the airport resolution office, where the situation was reviewed. I was then extremely concerned to be told and apologised to that the refusal had been a mistake. I appreciate that British Airways is now offering me a flight tomorrow and accommodation for tonight. I am grateful that arrangements are being made to get me to Antigua, but this does not remove the seriousness of what happened or the distress caused to me, my disabled partner and our two friends. What is particularly upsetting is that I repeatedly asked the member of staff to involve a manager because I believed she was making a mistake, yet I was still refused boarding. Had the matter been properly checked at the time, this situation could potentially have been avoided. I have asked the airport staff to provide me with a written report or confirmation of what happened, including confirmation that the refusal was subsequently recognised as a mistake. I would appreciate receiving this documentation. I would like British Airways to formally investigate this incident and provide me with: 1. A written explanation of why I was refused boarding despite the information and evidence I provided. 2. Written confirmation of the airport resolution team's acknowledgement that this was a mistake. 3. Confirmation of the arrangements being provided for my replacement flight and accommodation. 4. Reimbursement of any reasonable additional expenses or losses resulting from this incident. 5. Appropriate compensation for the serious inconvenience, distress and disruption caused by this incident. 6. A formal written apology to me and my travelling companions for the way this matter was handled. I have retained my booking details, check-in/boarding information, Antigua visa application and payment confirmation, and I can provide these documents as evidence. I hope British Airways will take this complaint seriously. This was not simply a minor inconvenience. It caused considerable sadness, distress and embarrassment to me, my disabled partner and our two friends, and it disrupted what was supposed to be our planned journey together. I look forward to receiving a full response and a fair resolution. Yours faithfully, Hesham Elshafie * These are the names of the people who I dealt with Maria Martin PSA Olivia Norrington Airport duty officer Haseeb Hussain Dispatcher The following is the email of confirmation of my visa payments Visa Application Reference Number: 198839048 Dear HESHAM EL SHAFIE: Thank you for your payment of $200 on 18/08/2026 You have successfully e-submitted your visa application to the Government of Antigua & Barbuda. Your application will be reviewed shortly. At any time, you may track the status of your application online by entering your reference number. Upon approval of your application, you will be notified by email with a travel letter with further instructions on entry into Antigua & Barbuda. In the case where your application is rejected, you will notified by email. Please keep this email for your records. Thank you.
- London-Antigua
- Economy
Kai S
Verified | Aug 23, 2026Aberdeen-Warsaw
Economy
I still have not got my luggage which was lost on the 21/08/2026 and itβs 23/08/2026 and has caused me a lot of hassle for me not having my clothes towels and wash kit
- Aberdeen-Warsaw
- Economy
Anonymous member
Verified | Aug 22, 2026Ibiza-London
Economy
Awful Service with no resolution
I disagree with British Airwaysβ decision because it has relied on a generic extraordinary circumstances defence without providing flight-specific evidence. BA has not shown that the thunderstorm directly caused the cancellation of BA0451, nor has it shown that all reasonable measures were taken to avoid the cancellation or minimise the delay. Despite repeated requests, BA did not answer the specific operational questions raised and instead closed the complaint with boilerplate responses.- Ibiza-London
- Economy
Ebenezer O
Verified | Aug 21, 2026London-Accra
Economy
Successful claim
They delayed my luggage with no communication of where it is and for over 4 days I had no clue where my luggage was
- London-Accra
- Economy
- Successful claim
Chiara P
Verified | Aug 21, 2026Bologna-London
Economy
Claim escalated to airline
YOU LOST MY 3 BAGS. THEY WERE FULL OF SHOES, CLOTHES, TOYS, BEAUTY SET, MAKE UP ETC. IT WAS A HUGE ROBLEM FOR ME AND FOR MY TWO KIDS BECAUSE WE STAYED 7 DAYS IN LODNON WITHOUT ANYTHING AD I NEEDED TO BUY EVERY SINGLE THING THAT WAS IN OUR 3 BAGS
- Bologna-London
- Economy
- Claim escalated to airline
King Man L
Verified | Aug 21, 2026London-Hong Kong
Economy
Many customers faced the same problem. And delayed luggage was delivered on 12 aug 21:30(we arrive HKG at 11 aug 1530), so I have no choice but buy some clothes for changing.
- London-Hong Kong
- Economy
Augusta B
Verified | Aug 19, 2026London-Amsterdam
Economy
I travelled from London City Airport to Amsterdam on Tuesday, August 18. I deliberately booked an early flight and paid an additional fee for my checked luggage so that I would have enough time to enjoy Amsterdam with my cousin before continuing my journey to Germany. Upon arriving at Schiphol Airport, I waited almost two hours for my luggage, only to be informed that it had been left behind in London. This was extremely frustrating and disappointing, especially since I had paid extra for the baggage and had specifically chosen an early flight to maximize my time in Amsterdam. My cousin and I had planned to spend the day exploring Amsterdam, taking a canal tour, and enjoying the city before she returned to London later that day. Unfortunately, the baggage issue took up a significant portion of our time. We were only able to have lunch and briefly walk around Amsterdam Central before we had to continue our travel plans. I was also given conflicting information about my luggage. I was initially told that it had been found and would be sent to Bremen Airport, but I later received a call saying that this information was incorrect and that my luggage had not been located. I had to make several calls to the airline and baggage services before its location was finally confirmed. Because I was without my luggage, I had to purchase essential clothing and toiletries in Amsterdam and Germany. Unfortunately, I did not keep all of the receipts because I was dealing with the situation at the time. I eventually received my luggage after 9:00 p.m. the following day and had to make an additional trip to the airport to retrieve it, resulting in further inconvenience and travel expenses. This experience was extremely stressful and disrupted plans that I had carefully arranged. I am therefore requesting reimbursement for the reasonable expenses I incurred as a result of the delayed baggage. I would also appreciate consideration of the significant inconvenience, additional travel, and disruption to my planned time in Amsterdam. Thank you for reviewing my claim. I look forward to your assistance in resolving this matter.
- London-Amsterdam
- Economy
Clifford F
Verified | Aug 19, 2026Toronto-Oslo
Economy
My baggage was delivered the next day about 24 hours later. No compensation from airline. I only purchased basic essentials which was submitted. Currency in Norwegian croners
- Toronto-Oslo
- Economy
Ms R
Verified | Aug 19, 2026Edinburgh-Delhi
Economy
Firstly they said that it will be delivered anywhere in India at your doorstep. But now they re saying that we need to collect it from Patna airport. This is absolutely unacceptable
- Edinburgh-Delhi
- Economy
Vincent T
Verified | Aug 19, 2026Las Vegas-London
Economy
Claim escalated to airline
Technical problems
I have multiple emails and communication scripts about all of my claims. They have been ongoing since 21st July. BA have already agreed to pay the compensation of Β£520 via an email received on 4th August. Iβve had no Viuchers from BA just apologies- Las Vegas-London
- Economy
- Claim escalated to airline
Admire N
Verified | Aug 18, 2026London-Harare
Economy
Subject: Request for Reimbursement β Missed JohannesburgβHarare Connection β Booking Ref: EZSDEX Dear British Airways Customer Relations, I am writing to request reimbursement for the additional costs I incurred after missing my connecting flight from Johannesburg to Harare on my return journey under booking reference EZSDEX. My original itinerary indicated that my baggage was not checked through to Harare and that I would need to collect and re-check it at OR Tambo. I also confirmed this arrangement with British Airways staff at Heathrow when I paid for additional baggage. On arrival at OR Tambo, I proceeded to the baggage carousel to collect my luggage as instructed, only to be informed that the baggage had already been sent through to Zimbabwe. I then proceeded to the connecting flight check-in, where I was informed that the flight was already boarding and my baggage had to be removed. I subsequently missed the flight. When I sought assistance from the British Airways counter, I was advised that I would need to pay more than US$1,300 to resolve the matter or purchase another ticket with the connecting airline and pay for additional baggage again. I had no practical option but to purchase another ticket and incur additional baggage costs. I therefore request reimbursement of the actual additional expenses I incurred as a result of this situation. I have attached the original itinerary, baggage payment receipt, replacement ticket and additional baggage receipts as supporting documentation. I respectfully ask British Airways to review the circumstances, particularly the conflicting baggage information provided to me, and reimburse the documented costs that I would not otherwise have incurred. I look forward to your favourable consideration and response. Kind regards, Admire R. Nyagura Booking Reference: EZSDEX
- London-Harare
- Economy
Shannon G
Verified | Aug 18, 2026Aberdeen-London
Economy
We felt our holiday was ruined not getting our bags and not having any of our stuff and on top our bags got sent home to Aberdeen when instructed to be delivered to our hotel.
- Aberdeen-London
- Economy
Dylan T
Verified | Aug 18, 2026Aberdeen-London
Economy
Successful claim
We were initially told to travel back to Heathrow airport the next morning as we would be able to collect our luggage, however when we arrived we were told we cannot do this and had to travel back to our hotel without our luggage. This cost a Β£14 tube fare. Additionally, we wrote specific instructions to get our luggage delivered to our hotel as instructed by British air ways luggage help desk, instead the luggage was delivered to our home in Aberdeen. We had paid extra to have checked luggage on our flight and never actually had our luggage the whole trip. We felt this ruined a part of our holiday.
- Aberdeen-London
- Economy
- Successful claim
Tyreece B
Verified | Aug 17, 2026Heraklion-London
Economy
Claim escalated to airline
Flight was delayed both heading into and out of Heraklion baggage was delayed landed 19:30 and collected baggage at 21;15
- Heraklion-London
- Economy
- Claim escalated to airline
Dominique B
Verified | Aug 17, 2026Heraklion-London
Economy
The flight going to heraklion was delayed the flight coming back was also delayed and the baggage from the flight we landed at 19:20 baggage arrived at 21.15
- Heraklion-London
- Economy
Jonathan A
Verified | Aug 17, 2026Aberdeen-London
Economy
Claim escalated to airline
We were removed from the flight as British Airways did not have enough Staff for the flight to cover all the passengers
- Aberdeen-London
- Economy
- Claim escalated to airline
Ioana U
Verified | Aug 17, 2026Aberdeen-London
Economy
Claim escalated to airline
We have been denied boarding due to one of the personnel on board being sick and not showing up to work. Jonathan has contacted the British Airways to find out when are we going to travel. The call center personnel said that we have been marked as a βno showβ so they cannot help with a new flight. Found out later that all people that were denied boarding had the same βno showβ comment in their booking. The personnel in the airport managed to eventually get the comment changed and we have finally managed to get on the next flight. Canβt believe that British Airways doesnβt have stand by personnel in the airport or on call personnel in general.
- Aberdeen-London
- Economy
- Claim escalated to airline
Christina E
Verified | Aug 17, 2026Geneva-London
Economy
I truly donβt know if it was re-checked or not. The issue is the fact that we waited almost 3 hours to get her bags when we finally got them. We got them. I donβt think anything is missing. We got both of our luggage is at the airport, but they were at a completely different carousel than they told us to go to and we have no idea why they were just sitting there. Yes they checked our carry-on at the gate because they said there wasnβt any more room on the overhead which is ridiculous because other people came on after us and there were still room for their carry-on bags so have they not have checked it this one have even happened. No the airline did not provide any cash allowance for incidentals or anything. There are no backs missing anymore. We just had to wait an almost 3 hours and then we also had to pay that extra fee leaving the garage when the Company brought back our car. He was waiting for us when we arrived, but we called him immediately and let him know that there was an issue with the luggage and when we finally got our bags, we called him to let him know we were headed to the fourth floor to meet him there, but he had already checked in an hour ago so we had to pay that.
- Geneva-London
- Economy
Luisa Manuela D
Verified | Aug 16, 2026Marrakech-London
Economy
Claim escalated to airline
So basically we went to Morocco to celebrate my daughter first birthday. arrived there on the 4th of August and was meant to come back on the 14th of August and once I arrived at the airport at 3:30pm. Then I went to check in it was not letting us to check in online, went to the counter and the lady told us that my 1 year old is not allowed to enter uk, I ask for the reason she said the system is not allowing her. And ask me she doesnβt have a visa or a correct document to enter the uk. I had all the documents including the ETA visa but still no letting us in. Our flight left, me and my partner with our 2 kids at the airport without any solution. We donβt have family, not money to buy another flight, nowhere to sleep. Started to look for help from friends to get us tickets that why we are able to come back. I was left there with my family without any solution.
- Marrakech-London
- Economy
- Claim escalated to airline
Timothy Y
Verified | Aug 16, 2026London-Bogota
Economy
Business class fare flights from LGW to Bogota via Madrid (my flight economy LGW to Madrid & Business to Bogota) return. The equipment contained was urgent and marked priority βRushβ for security of Presidential Transfer of Power on 7th August in Cali. Due to the loss of luggage (both my luggage and my colleague Hannaford) we had to stay in Bogota Calle Marriott, no clothes, no toiletries, & importantly, no equipment! We had to shuttle back and forth to liaise with the airport police via taxi (no receipts) at 0300hrs (local time). Iberia had no idea where our luggage was. It was only due to an AirTag that we could see the location of our luggage (all four bags) on the pan at Madrid Airport. Luggage arrives at approximately 1700hrs, collected by Airport Police and Dian, then headed to Cali via Avianca.
- London-Bogota
- Economy
Nadire K
Verified | Aug 15, 2026London-Tirana
Economy
The luggage went without label at British Airways F7 , then one of the workers helped and gave all information to the other workers and apparently they found it and put the label on the luggage. Iβve landed in Albania and the luggage didnβt come
- London-Tirana
- Economy
Ayomideji F
Verified | Aug 15, 2026Abuja-Manchester
Economy
I had all of my personal belongings things that are of extreme sentimental value to me that I feel extremely hurt and uncomfortable that I donβt have them
- Abuja-Manchester
- Economy
Aleena M
Verified | Aug 15, 2026Rome-London
Economy
Successful claim
We were travelling as a family from Rome to London on British Airways flight BA557 on 9 August, and four of our checked bags were delayed. As our London holiday was only from 9β13 August, the baggage delay had a significant impact on our short stay and contributed to us losing approximately two days of our planned holiday. Throughout the delay, we received conflicting and inaccurate information from British Airways customer service. We were initially told that our luggage would arrive at approximately 8:30am, and later we were told that the bags were scheduled to arrive on flight BA549 at approximately 2:30pm. When we contacted British Airways again, however, the representatives were unable to confirm where our bags were or when they would arrive. The communication was particularly frustrating. During one call, we were asked questions such as, βWhat is the time in Rome?β, despite having already arrived in London the previous day and despite British Airways having our baggage report and travel details. Repeated calls did not provide us with reliable information or a clear solution. Eventually, we felt we had no choice but to return to the airport ourselves and speak directly with the British Airways baggage department. The staff at the airport were very helpful and, thankfully, we were able to recover our luggage. This was especially frustrating because, prior to going to the airport, telephone customer service had been unable to tell us where our bags were. The situation caused considerable stress for our whole family. One of the delayed bags also contained my brother's prescribed medication, which made the uncertainty surrounding the luggage particularly concerning. We spent a substantial amount of our limited holiday time making phone calls, waiting for updates and ultimately travelling back to the airport ourselves instead of being able to enjoy our planned activities in London. We appreciate the assistance provided by the British Airways baggage staff at the airport, who were helpful and professional. However, the overall handling of the delayed luggage, repeated misinformation and lack of coordination from customer service caused unnecessary stress and significantly disrupted what was already a very short family holiday.
- Rome-London
- Economy
- Successful claim
Madelyne H
Verified | Aug 14, 2026Rome-London
Economy
We arrived and they said we are on stand by I spoke to the help center and they informed us our tickets were confirmed and not standby. The supervisor of the help center tried calling and I was standing by the front desk the phone rang and the woman rolled her eyes at the phone and did not answer. The supervisor on the phone confirmed. The woman at the front refused to give her name for a complaint and she said she refused and spoke to her supervisor but never did as we were there the entire time. My husband had a seat on the flight as he also was on standby and was called to take the flight, still standing next to the desk, and the lady then said the gate was closed.
- Rome-London
- Economy
Ronnie S
Verified | Aug 14, 2026London-Milan
Economy
Claim escalated to airline
I had to repurchase items on short notice for my work that I could not be without. I asked when I could expect to receive my luggage and was told it could be anytime within 5-7 days but needed them before hand this is why I had to replace them. The lady on the desk was very helpful but I explained I have to have my items to enable me to fulfil my job.
- London-Milan
- Economy
- Claim escalated to airline
Bryan B
Verified | Aug 13, 2026New York-Manchester
Economy
I want to lodge a complaint regarding the thoroughly unacceptable service, distress, and physical injury experienced by my partyβJanine Brooks, Bryan Brooks, Oliver Brooks, and Chloe Bromleyβduring our recent return trip with British Airways. 1. Outbound Outrage: Delayed Baggage (Flight BA175, 29th July) We flew from Manchester to London Heathrow, connecting to flight BA175 from Heathrow to JFK, New York on Thursday, 30th July. Upon arrival at JFK, we discovered that one of our suitcases had been placed on a different plane and did not arrive at our hotel in New York until the following day. This caused immense distress. The delayed suitcase contained crucial belongings and a significant amount of money. Being left in a foreign city without essential items severely disrupted the start of our holiday and caused a high level of anxiety and inconvenience. 2. Inbound Disarray: Flight BA172 Delay and Misinformation Our return journey from JFK to London Heathrow on Friday, 7th August, was equally disastrous, starting with a delay in departure on flight BA172. Throughout the flight, there was a total lack of communication and advice from the crew regarding what would happen upon landing or how we could be helped with our tight connection. In fact, staff members were rude and unhelpful when we politely asked for updates. 3. Missed Connection, Injury, and Unacceptable Alternatives Upon landing, we were assured by crew members that we would still make our connecting flight if we hurried, claiming that staff would be holding our flight number as we exited the plane. Relying on this assurance, we rushed desperately through the terminal. This frantic dash resulted in me twisting my ankle, leaving it badly sprained and turning the remainder of an already exhausting journey into a horrendous ordeal. When we finally reached the gate for our connecting flight, we were abruptly told that we had missed it. To make matters worse, BA staff offered us a replacement flight a shocking 12 hours later, which was completely unacceptable. With house pets and family waiting at home, we could not afford to wait half a day at the airport. Consequently, we were forced to navigate a grueling, multi-leg train journey to get back north: London Heathrow to Kingβs Cross Kingβs Cross to Leeds Leeds to Manchester (where our car was parked at Terminal 3) Because of these compounding failures, we did not arrive home until 10:30 PM, rather than our scheduled arrival time of 12:00 PM. Conclusion and Compensation Request This entire experience has been completely unsatisfactory, resulting in physical injury, pain, huge distress, financial disruption, and ruined travel days. We expect a much higher standard of care and professionalism from an airline of your stature. We look forward to hearing from you promptly with a full explanation of these failures and appropriate financial compensation for the baggage delay, the missed connection, the physical injury sustained as a direct result of your staff's misleading instructions, and the severe distress caused throughout our journey. I have enclosed copies of our booking confirmations and relevant receipts. Yours sincerely, Janine Brooks (On behalf of Janine Brooks, Bryan Brooks, Oliver Brooks, and Chloe Bromley)
- New York-Manchester
- Economy
Oliver B
Verified | Aug 13, 2026New York-Manchester
Economy
I want to lodge a complaint regarding the thoroughly unacceptable service, distress, and physical injury experienced by my partyβJanine Brooks, Bryan Brooks, Oliver Brooks, and Chloe Bromleyβduring our recent return trip with British Airways. 1. Outbound Outrage: Delayed Baggage (Flight BA175, 29th July) We flew from Manchester to London Heathrow, connecting to flight BA175 from Heathrow to JFK, New York on Thursday, 30th July. Upon arrival at JFK, we discovered that one of our suitcases had been placed on a different plane and did not arrive at our hotel in New York until the following day. This caused immense distress. The delayed suitcase contained crucial belongings and a significant amount of money. Being left in a foreign city without essential items severely disrupted the start of our holiday and caused a high level of anxiety and inconvenience. 2. Inbound Disarray: Flight BA172 Delay and Misinformation Our return journey from JFK to London Heathrow on Friday, 7th August, was equally disastrous, starting with a delay in departure on flight BA172. Throughout the flight, there was a total lack of communication and advice from the crew regarding what would happen upon landing or how we could be helped with our tight connection. In fact, staff members were rude and unhelpful when we politely asked for updates. 3. Missed Connection, Injury, and Unacceptable Alternatives Upon landing, we were assured by crew members that we would still make our connecting flight if we hurried, claiming that staff would be holding our flight number as we exited the plane. Relying on this assurance, we rushed desperately through the terminal. This frantic dash resulted in me twisting my ankle, leaving it badly sprained and turning the remainder of an already exhausting journey into a horrendous ordeal. When we finally reached the gate for our connecting flight, we were abruptly told that we had missed it. To make matters worse, BA staff offered us a replacement flight a shocking 12 hours later, which was completely unacceptable. With house pets and family waiting at home, we could not afford to wait half a day at the airport. Consequently, we were forced to navigate a grueling, multi-leg train journey to get back north: London Heathrow to Kingβs Cross Kingβs Cross to Leeds Leeds to Manchester (where our car was parked at Terminal 3) Because of these compounding failures, we did not arrive home until 10:30 PM, rather than our scheduled arrival time of 12:00 PM. Conclusion and Compensation Request This entire experience has been completely unsatisfactory, resulting in physical injury, pain, huge distress, financial disruption, and ruined travel days. We expect a much higher standard of care and professionalism from an airline of your stature. We look forward to hearing from you promptly with a full explanation of these failures and appropriate financial compensation for the baggage delay, the missed connection, the physical injury sustained as a direct result of your staff's misleading instructions, and the severe distress caused throughout our journey. I have enclosed copies of our booking confirmations and relevant receipts. Yours sincerely, Janine Brooks (On behalf of Janine Brooks, Bryan Brooks, Oliver Brooks, and Chloe Bromley)
- New York-Manchester
- Economy
Julie L
Verified | Aug 13, 2026Palma de Mallorca-London
Economy
Claim escalated to airline
Formal Complaint β Booking Failure, Financial Loss and Request for Reimbursement and Compensation Dear Sir/Madam, I am writing to make a formal complaint regarding the unacceptable handling of our booking, which resulted in three passengers being stranded at Palma Airport and suffering significant financial loss and distress. We booked our return journey flights through Kiwi.com at a total cost of approximately Β£2,000 for three passengers. When we arrived at Palma Airport to check in for our return flight to the UK, British Airways informed us that our names were not on the passenger list and advised us to speak to Vueling. Vueling then told us to contact Kiwi.com. During this time, we contacted Vueling by both telephone and live chat. The live chat adviser specifically told us to ask to speak with an airport manager immediately. However, when we did so, we were informed that no manager was available at the airport and were instructed to telephone Vueling again. When we eventually spoke to Vueling, we were told: βWhile your booking was confirmed and we did receive a confirmation email from the airline, it appears there was an error on their side due to the code-sharing arrangement between Vueling and British Airways.β Despite holding a confirmed booking, we were unable to travel because our names were not on the passenger list. We were repeatedly passed between British Airways, Vueling and Kiwi.com, with no organisation accepting responsibility or providing assistance. As a direct result, three passengers were left stranded at Palma Airport at approximately 11.00 pm with no flight home, no accommodation and no practical support. We had no alternative but to arrange our own accommodation for two nights, costing Β£780, and purchase replacement Ryanair flights hom
- Palma de Mallorca-London
- Economy
- Claim escalated to airline
Alpeshkumar S
Verified | Aug 13, 2026London-Mumbai
Economy
I checked in at Heathrow Airport, UK, at the counter desk with the person who was working there, and they told me that I would receive my bags at Mumbai Airport. He put the tags on my bags, which I saw, and the bags went inside on rollers. When I arrived at Mumbai Airport, I received only one bag, and one wasn't there. I spent 1 hour looking for a bag and no success I was so tired and had a terrible headache. After all that sweat and no luck -I claimed at the baggage counter that my bag was missing, and they filled out a form saying I would get the bag within 24 hours. After two days, I received my bag, and by the time I opened it, the person who delivered it had already left, and I found things missing. So all this experience I went through was a really terrible experience in my life, and I wouldn't recommend anyone to travel with British Airways. This was my first time using British Airways, and I encountered this experience; I have never experienced it with any other airline.
- London-Mumbai
- Economy
Chloe B
Verified | Aug 12, 2026New York-Manchester
Economy
I am writing to formally lodge a complaint regarding the thoroughly unacceptable service, distress, and physical injury experienced by my partyβJanine Brooks, Bryan Brooks, Oliver Brooks, and Chloe Bromleyβduring our recent return trip with British Airways. 1. Outbound Outrage: Delayed Baggage (Flight BA175, 30th July) We flew from Manchester to London Heathrow, connecting to flight BA175 from Heathrow to JFK, New York on Thursday, 29th July. Upon arrival at JFK, we discovered that one of our suitcases had been placed on a different plane and did not arrive at our hotel in New York until the following day. This caused immense distress. The delayed suitcase contained crucial belongings and a significant amount of money. Being left in a foreign city without essential items severely disrupted the start of our holiday and caused a high level of anxiety and inconvenience. 2. Inbound Disarray: Flight BA172 Delay and Misinformation Our return journey from JFK to London Heathrow on Friday, 7th August, was equally disastrous, starting with a delay in departure on flight BA172. Throughout the flight, there was a total lack of communication and advice from the crew regarding what would happen upon landing or how we could be helped with our tight connection. In fact, staff members were rude and unhelpful when we politely asked for updates. 3. Missed Connection, Injury, and Unacceptable Alternatives Upon landing, we were assured by crew members that we would still make our connecting flight if we hurried, claiming that staff would be holding our flight number as we exited the plane. Relying on this assurance, we rushed desperately through the terminal. This frantic dash resulted in me twisting my ankle, leaving it badly sprained and turning the remainder of an already exhausting journey into a horrendous ordeal. When we finally reached the gate for our connecting flight, we were abruptly told that we had missed it. To make matters worse, BA staff offered us a replacement flight a shocking 12 hours later, which was completely unacceptable. With house pets and family waiting at home, we could not afford to wait half a day at the airport. Consequently, we were forced to navigate a grueling, multi-leg train journey to get back north: London Heathrow to Kingβs Cross Kingβs Cross to Leeds Leeds to Manchester (where our car was parked at Terminal 3) Because of these compounding failures, we did not arrive home until 10:30 PM, rather than our scheduled arrival time of 12:00 PM. Conclusion and Compensation Request This entire experience has been completely unsatisfactory, resulting in physical injury, pain, huge distress, financial disruption, and ruined travel days. We expect a much higher standard of care and professionalism from an airline of your stature. We look forward to hearing from you promptly with a full explanation of these failures and appropriate financial compensation for the baggage delay, the missed connection, the physical injury sustained as a direct result of your staff's misleading instructions, and the severe distress caused throughout our journey. I have enclosed copies of our booking confirmations and relevant receipts. Yours sincerely, Janine Brooks (On behalf of Janine Brooks, Bryan Brooks, Oliver Brooks, and Chloe Bromley)
- New York-Manchester
- Economy
Michelle T
Verified | Aug 12, 2026Rome-Edinburgh
Economy
My luggage arrived back to me today when I've taken it out my Dyson hair dryer is missing, I've had this hair dryer 2 years and I got it has Christmas as a present
- Rome-Edinburgh
- Economy
Lucy Adjoa A
Verified | Aug 12, 2026St. Louis-London
Economy
Technical problems
Unfortunatly, I am unable to expland my flight claim to show you more information. I requestied compensation and a total of Β£72.38 for Uber costs to my St Louis acoomodation and back to the airport again. However, the cancellation meant I incured additional costs. I had a seperate flight booked from London Luton on Sunday 9th August to Dortmund. Due to the cancellation which got me to London 24 hours late and to Heathrow. I missed this Luton - Dortmund flight, which was to meet work obligations. For this reason, I had to book a Eurowings flight from Heathrow to Dusseldorf, the closest airport to Dortmund I could get to from Heathrow. This meant I incurred an additional expense of Β£237.21. BA claims to not be responsible for this, based on a phone call with an advisor I had on the morning of 8th August. I have Nationwide travel insurance with Aviva and I tried to claim this with them but they say it should go through the airline so I am at a bit of a loss with this.- St. Louis-London
- Economy
Fayha Abdel Latif S
Verified | Aug 12, 2026Malaga-London
Economy
Claim escalated to airline
No reason given
We were having the holidays in Granada. On the 2nd of August, I left my family Wife and three kids (3, 5 and 8 years old) to do the checkout and I brought my mother in law for her flight from Malaga Airport to London Gatwick. I left her under the care of the Airport assistance because she is not able to walk alone and she has not knowledge of Spanish. Half way on my way back to Granada, I was told the flight was cancelled, so I had to go back to the Airport to try to sort it out. The flight was managed by British Airways, despite it was booked from a booking website. The only help I can get from British Airways is a leaflet with 2 Spanish Numbers and one British numbers. The Spanish Numbers were not working because it was weekend. I had to call with my Spanish Number to British Airways three times to sort it out. 1st call, they told me the flight was booked by another company (vueling) and they should handle the cancellation (30 min on the phone) 2nd call, As vueling told me that British Airways was managing the flight, I call them up again to sort a new flight for my mother in law. I was on the phone 1 hour, they said they were going to send me an email or call me to confirm the booking was done. That never happened. 3rd call in the evening, I had to call again to try to understand why the email was not received and if my mother in law who spent the whole night in the airport because we did not have any confirmation from them, was flying next day. After the second call, My phone stopped working because exceeded the cap I've got. I had no internet on my phone, Put the sat nav on my phone with the internet from the Airport and tried to arrived to Granada. I've got lost in the middle of the mountains and took me 3 hours to go back to Granada. When I arrived, the my wife and kids waiting 5 hours after check out. I spent 29 euros for car park due to this issue. I spent over 50 euros in calls to the UK to sort the booking from my mother in law. We arrived 7 hours late to our stay in Marbella hotel which we could not enjoy. My mother in law had to spent the night at the airport because I did not have any confirmation from British Airways. The petrol coming back from half way when I was told that the flight was cancelled (just an hour before departure). They are giving a laughable voucher of 60 Euros. You can imagine the stress they caused to all of us on the top of everything else.- Malaga-London
- Economy
- Claim escalated to airline
Ayub B
Verified | Aug 11, 2026Malta-London
Economy
No reason given
I have contacted british airways and they have recommended me to take pictures of the receipts and compensation I can only do myself on the website. I arrived around 10:40 and went to eat food in the airport we then went to the check in which we last minute were told the flight was cancelled this then caused problems as my son had a dentist appointment the next day which we now have to re book the appointment and the whole thing has just increased our stress as we now had to book another hotel and we only have dirty clothes to wear.- Malta-London
- Economy
Junior K
Verified | Aug 11, 2026Economy
Terrible service all round I wouldn't recommend you to my enemy.
I was left for 5 months 12 days, I emailed when I received the alternative flight to explain that I'm mobility disabled and had left my car at LGW, I received an email stating that it would take 2 morto get me back to LGW. I waited during that time I received Β£155.00 as compensation for my rental vehicle, which I thought was a joke, that didn't cover 5 days rental. I have sent many emails during my time there waiting for a return flight with no response. When a family member in the UK got me a link to BA accessibility team that's when I was made aware that they had extended my return ticket until 28/10/2026 and I could call anytime to make a reservation. I had to give permission for my family member to make the reservation, I sent several emails giving consent but upto now none have been opened,or they have been ignored. I had to get a stranger to assist me to make the call to make the reservation.
- Economy
- Loss: β¬5
- Desired solution
Expenses reimbursement
Wilma W
Verified | Aug 10, 2026Miami-Kingston
Economy
Claim escalated to airline
No reason given
I was told basically it's not their problem, I should contact AA, but I bought my tickets from BA, I don't have the strength to argue .. See letter above.- Miami-Kingston
- Economy
- Claim escalated to airline
Kearra B
Verified | Aug 10, 2026Reykjavik-London
Economy
I waited an hour and half for my bag to find it didn't make the flight at all. in that time I missed my train and had to pay for another train double the price as I was late for work. I haven't included the tube money as I would have paid these anyway and I dint want to take advantage. but the extra payment of Β£86 for another train would be much appreciated
- Reykjavik-London
- Economy
Dominic D
Verified | Aug 10, 2026London-Faro
Economy
Yes it did, I had to spend more money on Ubers, buying new clothes, the hassle of not having a bag, and the panic I was going to get it back again Not being able to wear my initial clothes for my cousins wedding Finally getting it without any explanation or an apology from them
- London-Faro
- Economy
Janine B
Verified | Aug 9, 2026New York-Manchester
Economy
British Airways Customer Relations 8th August 2026 RE: Formal Letter of Complaint β Delayed Baggage, Poor Communication, Missed Connection, Injury, and Unacceptable Re-routing Dear British Airways, I am writing to formally lodge a complaint regarding the thoroughly unacceptable service, distress, and physical injury experienced by my partyβJanine Brooks, Bryan Brooks, Oliver Brooks, and Chloe Bromleyβduring our recent return trip with British Airways. 1. Outbound Outrage: Delayed Baggage (Flight BA175, 30th July) We flew from Manchester to London Heathrow, connecting to flight BA175 from Heathrow to JFK, New York on Thursday, 29th July. Upon arrival at JFK, we discovered that one of our suitcases had been placed on a different plane and did not arrive at our hotel in New York until the following day. This caused immense distress. The delayed suitcase contained crucial belongings and a significant amount of money. Being left in a foreign city without essential items severely disrupted the start of our holiday and caused a high level of anxiety and inconvenience. 2. Inbound Disarray: Flight BA172 Delay and Misinformation Our return journey from JFK to London Heathrow on Friday, 7th August, was equally disastrous, starting with a delay in departure on flight BA172. Throughout the flight, there was a total lack of communication and advice from the crew regarding what would happen upon landing or how we could be helped with our tight connection. In fact, staff members were rude and unhelpful when we politely asked for updates. 3. Missed Connection, Injury, and Unacceptable Alternatives Upon landing, we were assured by crew members that we would still make our connecting flight if we hurried, claiming that staff would be holding our flight number as we exited the plane. Relying on this assurance, we rushed desperately through the terminal. This frantic dash resulted in me twisting my ankle, leaving it badly sprained and turning the remainder of an already exhausting journey into a horrendous ordeal. When we finally reached the gate for our connecting flight, we were abruptly told that we had missed it. To make matters worse, BA staff offered us a replacement flight a shocking 12 hours later, which was completely unacceptable. With house pets and family waiting at home, we could not afford to wait half a day at the airport. Consequently, we were forced to navigate a grueling, multi-leg train journey to get back north: London Heathrow to Kingβs Cross Kingβs Cross to Leeds Leeds to Manchester (where our car was parked at Terminal 3) Because of these compounding failures, we did not arrive home until 10:30 PM, rather than our scheduled arrival time of 12:00 PM. Conclusion and Compensation Request This entire experience has been completely unsatisfactory, resulting in physical injury, pain, huge distress, financial disruption, and ruined travel days. We expect a much higher standard of care and professionalism from an airline of your stature. We look forward to hearing from you promptly with a full explanation of these failures and appropriate financial compensation for the baggage delay, the missed connection, the physical injury sustained as a direct result of your staff's misleading instructions, and the severe distress caused throughout our journey. I have enclosed copies of our booking confirmations and relevant receipts. Yours sincerely, Janine Brooks (On behalf of Janine Brooks, Bryan Brooks, Oliver Brooks, and Chloe Bromley)
- New York-Manchester
- Economy
Enrique G
Verified | Aug 8, 2026Palma de Mallorca-Ho Chi Minh City
Economy
Successful claim
My trip began in Palma on August 4, 2026, and I arrived in London. From London I had a layover and boarded a Qatar Airways flight to Doha. As soon as I disembarked in Doha I was informed that continuing the journey was not possible, and they had already prepared a boarding pass for the following day at the same time. They provided me accommodation at a hotel in Doha (Holiday Villa hotel) and a meal and drink voucher worth about β¬60 (250 Qatari riyals). After 24 hours I departed on flight QR970 on August 6, 2026.
- Palma de Mallorca-Ho Chi Minh City
- Economy
- Successful claim
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