Complaints

This profile includes complaints for British Airways's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  British Airways

  11 W 42nd St Fl 24 New York, NY 10036-8002

• 

  British Airways

  2 Park Ave Room 1100 New York, NY 10016

• 

  British Airways

  551 5th Avenue Suite 725 New York, NY 10178

• 

  British Airways

  P.O. Box 300686 Jamaica, NY 11430

• 

  British Airways

  1830 K Street NW Washington, DC 20006

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not authorize cancellation of my flight however they cancelled my flight, and have not provided me with a refund/re-booking/flight credit. They have stolen more than $2,200 from me.

  Customer Answer

  Date: 07/11/2025

  Better Business Bureau:
  
  Complaint ID ******** has been resolved.
  
  Sincerely,
  
  ****** *****-*******
  
  
  
   
  
  

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent thousands of dollars on a business class flight to *******. My flight was delayed and British Airways would not allow me on my connecting flight stating that I missed it when, in actuality, it was delayed as well. They booked me on a new flight and promised my luggage would check all the way through. However, upon arrival my luggage was in ******, not *******. I have tried to call them several times and they have hung up every time before I am able to speak to a representative.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation with British Airways to take my 81-year-old mother from her home near *************** to a stroke rehabilitation clinic on the island of ****** on Oct 8-22. I never received an email confirmation of the booking. Then, I had to change the reservation because the hotel where the camp is being held was sold out of handicap accessible rooms. The first time after I called BA to try to change the ticket I was told someone would have to call me back in ***** hours, no one did. So after 72 hours I called again and was told the same but then got an email telling me to contact BA but the email didnt have a phone number. I looked up the number and called them on June 15. The woman I spoke to made changed my ticket to Oct 18~Nov 1 for an $800+ change fee. The flights would have gone from ******* to ****** to ****** and back with just the one stop in ******. The woman I spoke to said I would get email confirmation of the change after at least 5 days. No such email confirmation has arrived so I called today, July 2, and was told there was a problem with the return and that I couldnt go back on Nov 1 but would have to go on Nov 2 via 4 flights instead of 2. A. No one ever called or emailed to say there was any problem. B. I explained 4 flights were unacceptable since my mother is severely disabled from the stroke and I need to minimize transfers. I was told the team would be informed of the situation and that the team would calculate the new change fee and someone would call me back in ***** hours. I said that was unacceptable because of BAs track record of customer service to date and offered to stay on the phone as long as necessary to resolve the matter with the agent I was speaking to. He said that wasnt possible. So I asked to speak to his supervisor and he assured me his supervisor would tell me the same thing - This is abysmal and stressful customer service from any airline but especially one based in a developed country.

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a plane ticket with British Airesys for December of 2025 for $4,175. My concert in ****** was cancelled so I called BA to find out how much I would be refunded if I canceled the ticket. They said the only way to find out would be to cancel the ticket online which I did and was then told they would refund $315. Then they also charged me another additional $200 without asking my permission. I requested the ticket reinstated so that I could use it next year but they refused. I requested reconsideration and they said I canceled so thats that! I was told to cancel by them! I am out $4,325 and received nothing from BA. This is unethical and immoral.

  Business Response

  Date: 07/16/2025

  The following email was sent 16Jul25:

  Dear ** *****
  An apology from British Airways
  
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly.
  We apologise for the incorrect information you were given when you inquired about your refund options to cancel your booking to ******. You were advised that the only way to determine the refund amount was to cancel your ticket online, and we understand how frustrating it must have been to receive only a small refund of unused taxes after doing so.
  Unfortunately, as the refund has already been processed in accordance with the fare rules of your ticket, we are unable to reverse the cancellation or offer a refund of the remaining balance.
  However, as a gesture of goodwill and to help offset your loss, we would like to offer you an eVoucher valued at $3,500.00. There are full details about how to use this here. 
  
  eVoucher number: **************
  Email address: *********************************
  Name: *****
  Value: $3,500.00 
  Expires (book by): 16/07/2026
  Once again, we apologise for the inconvenience and appreciate your understanding. Ive shared your feedback with my colleagues in the relevant team, who will use your comments to guide us as we improve our service.
  We look forward to welcoming you on bioard again soon.
  Best regards
  
  *****
  British Airways Customer Relations
  Your case reference ***********
  
  

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:06/28/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $698 USD plus $17.53 insurance to be able to change the flight if need be, two days later had to rebook due to moving a day forward, they only gave me $77 back. I've been trying to call and email and ***** and ****** call and nothing. The numbers just go to a wall. I am FURIOUS.

  Customer Answer

  Date: 07/24/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by British Airways regarding complaint ID ********.
  
  Sincerely,
  
  ******* ********
  

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight BA 0614 on July 6, 2024 was cancelled. I filed a complaint and I was promised 1400 GBP + the appropriate Avios for the downgrade from business to economy. I was told it would be processed within ***** days as of December 16, 2024. I still haven't received the money and the points. This is case reference ********. This is not reasonable. Can you please advise when this will be resolved so I do not have to take further action?Thank you!*****

  Business Response

  Date: 07/07/2025

  The following email was sent 02Jul25:

  Dear ** *******
   An apology from British Airways
  Thank you for contacting the Better Business Burea. Your correspondence has been sent to Customer Relations and we have been asked to reply to you directly.
  Were sorry for the time its taken to process your payment and refund Avios to your Club account. This isn't what you should expect from us and we understand why you needed to get in contact about this. Thank you for your patience while we got back to you.
  
  Our records show we've recently been in contact with you and the refund of ***** has now been actioned. I can also see a payment for $1,764.54 the equivalent of *****GBP has been raised.. Please allow up to 10 working days for the amount to show in your account.
  
  Thanks again for contacting us and for giving me the opportunity to respond to you. Please let me know if youre unable to locate the funds weve sent so I can investigate further.
  
  Best regards
  
  *******
  British Airways Customer Relations
  Your case reference is: ******** 
  

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi My compnay booked my flight with ***************** using British Airway points. The flight was modified a day prior from ******* to *******. The flight appeared to be updated on my phone and in the system.When I arrived at the airport there seemed to have been an error with British Airways and *****************. When I went to check in at the airport they wouldnt issue me a ticket and mentioned I needed to contact British Airways. My ticket clearly said LAX-***, but they only had LAX- ************ in their system. By the time I managed to get British Airways on the phone there was no way I was going to make it through ***. I needed to purchase another ticket with another airline. We would like to be reimbursed for this flight and the points used to book it. Account under ****** ****** *********************************************************************** Account is under ************************* or *************************

  Customer Answer

  Date: 07/18/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by British Airways regarding complaint ID ********.
  
  Sincerely,
  
  ********* ******
  

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 8th, 2025, I purchased round-trip airline tickets from British Airways to attend our daughters wedding in ****** at a cost of $4,523.07. Unfortunately, the airline canceled my tickets three times. While I successfully rebooked on the first two occasions, after multiple phone calls to British Airways and a lot of aggravation, the issue further escalated when they cancelled again, this time my return flight, and no alternative flights could be provided. In the most recent cancellation, British Airways offered me a full refund. I expressed my urgency in receiving the refund, as I needed to arrange alternative travel plans at a higher cost. I was assured by a representative that the refund process would take 7 to 10 days at most. After a week with no refund, I called at least twice again, and was advised to remain patient, but they refused to let me speak to management. A subsequent call revealed that the refund had never been processed by the initial representative, so another claimed to manually initiate it, again assuring me of a 7 to 10-day wait time. Then, on May 31st, I received a partial refund of only $618. I immediately called the airline again and that representative informed me that the remaining refund would arrive "in a day or two." After that didnt happen, I contacted British Airways once more yesterday, and was told that previous representatives had provided incorrect information and that processing the refund would take up to a month, if not longerpotentially extending to 4 months or more. This delay has been both financially and emotionally taxing. I had to purchase new tickets with another airline in the interim and need the refunded amount for ongoing travel expenses. We leave on June 9 and I seek the immediate assistance of the Better Business Bureau to facilitate a resolution, as I feel British Airways has not acted in good faith and has severely affected my ability to travel financially as I am retired on a fixed income.

  Business Response

  Date: 06/16/2025

  The following email was sent on 06Jun25:

  Dear *** ********** *************
  Your feedback to British Airways.
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly.
  
  I'm sorry you're still waiting for your refund. This isnt what you should expect of us, and we understand why you needed to let us know about it. Wed also like to thank you for your patience while we got back to you.
  
  Ive contacted our Refunds team, and three refunds of $1,301.69 were processed on 3 June back to the original credit card used. Please allow up to 10 working days for the funds to clear within the account.  
  
  We always use customer feedback to help us shape our policies. Ive shared your comments with my colleagues in the relevant team, and well use them to guide us as we improve our service.
  
  Once again, please accept our apologies for this delay, and thank you for letting us know.
  
  Best regards
  
  **** 
  ******* ******* ******** *********
  **** **** ********* *** ******** 

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my Family Flew on British airways(Booking Number ******) to ******* on April 23 coming back May 16 the food on the plane was bad we ordered ******* meals in came it said on the packaging kosher for Passover and Passover was done over a week ago. coming back to ******* there was a delay checking at ****************** we almost missed connecting flight to ****** to go back to ******* also the said at the check in counter that we had to check in the carry on bags because there are to wide when we got to connecting flight there was almost hour delay before they take off mechanical problem we ****** got to ************* me and my step mother went to get the from baggage area to get the luggage she notice that her care on was open look like some one open it when we got home there was money missing form her bag her jewerly was there 900 dollars was missing i cant belive this happend

  Business Response

  Date: 06/16/2025

  The following emails were sent on 09Jun25 & 11Jun25:

  Dear ** ********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
  An update from British Airways 
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations and we have been asked to reply to you directly. 
  
  Were sorry to hear you found items missing from your luggage on your trip to ********** last month, especially as you also had issues with your food on board. We completely understand why you needed to let us know. Wed also like to thank you for your patience while we got back to you about this.
  
  Please send receipts for the jewelry you claim were missing from the bag. Unfortunately, were unable to pay for any cash or money that was missing. However, if you have travel insurance, you should be able to make a claim through them for your cash. Once we receive your receipts, we will assess your claim.
  
  Thank you for taking the time to tell us about what happened when you travelled with us. Ive shared it with my colleagues in the relevant team, and were using your comments to help us focus on where we need to improve.
  
  As with any large organisation, it can sometimes take time for us to fix problems, but nothing is forgotten, and were always working hard to improve. I hope youll see these positive changes very soon.
  
  Once again, Im sorry you had this experience on your trip. We hope to hear back from you soon.
  
  Best regards
  
  ***
  British Airways Customer Relations

  =====================================

  Dear ** ********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******An update from British Airways
  
  Were sorry youre unhappy with the outcome of your claim and we understand why you needed to get back in contact with us about this.
  
  Ive had another look at your claim and Ive taken time to make sure our response is accurate and up-to-date. Based on this, the response youve received is correct.
  Once again, we're sorry for your experience this time. We hope we have the chance to welcome you on board again soon.  
  
  Best regards
  
  ***
  British Airways Customer Relations
  Your case reference is: ********

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *******
  
  
  
  
   
  

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A transaction was made on May 25- I purchased two tickets to travel from ****** to ******* on July 24th for a total of $2055.50. After processing the original purchase I noticed that another charge for the same amount was applied to my credit card right after. I called the merchant to report the double charge and then contacted the bank to place a dispute about the second charge of $2055.50. While speaking to the British Airways agent, she referred to one booking only and also noted that she could see that the second transaction was pending, I brought up to her attention that I wanted to confirm that only one charge was processed to the credit card instead of two as I was seeing. She reiterated that only one charge was applied. On another follow up phone call, May 29 with ***** *********** I was told that there were two bookings for $2055.50 each. I replied that I have only made one booking. Explained the issue and mentioned the previous phone call where the agent instructed me to wait and said there was one booking only not two. The bank has issued a temporary refund at this time but has not yet closed the case as resolved pending to an investigation. I have had several exchanges of information with the bank regarding this matter. British Airways Claim reference: ******** Apple Card transaction references in dispute: ************** *nd a1************ Acceptable Resolution: refund or travel credit issue

  Business Response

  Date: 06/04/2025

  The following email was sent on 04Jun25:

  Dear ** *******
  
  Your feedback to British Airways.
  Thank you for contacting the Better Business Bureau. Your case has been sent to Customer Relations to reply to you directly.
  
  I'm sorry you're still waiting for your refund. This isnt what you should expect of us, and we understand why you needed to let us know about it. Wed also like to thank you for your patience while we got back to you.
  
  Ive chased your refund and our Refunds team and we've processed two payments of $759.22 to your card ending **** on 30 May for the duplicate booking reference ******. Payments may take up to 14 working days to clear within the account.
  
  We always use customer feedback to help us shape our policies. Ive shared your comments with my colleagues in the relevant team, and well use them to guide us as we improve our service.
  
  Once again, please accept our apologies and thank you for letting us know. 
  
  Best regards
  
  **** 
  ******* ******* ******** *********
  **** **** ********* *** ********

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *******