Booked a flight,hotel and car hire through BA.COM and noticed an error on the car hire booking and can I get hold of them????? Nope impossible...every time you phone you get an automated message saying the have a lot of calls at moment and phone back later.....no put in a queue or anything just hangs up!!!!!!! Wish I hadn't booked with them now
Review by Nilshan3 days ago
Terrible customer service: Problem with British Airways is if something goes wrong they have the worst arrogant customer services relations of any company I have ever dealt with.
On one of their flights (04 Sept 19) I recently had a suitcase totally destroyed beyond repair and ripped across the top, which also resulted in a lost item out the top of the bag.
Not the worse thing to happen and knowing they have a fast efficient contractor K2 to sort the issue I wasn’t expecting a problem.
Before i left the baggage hall I went to the BA baggage customer service in the hall, showed them the bag, told them I knew at least one item, a electronic language translator was missing out the case and that I would need to check the rest when I get home and unpack.
They supposedly recorded it all accurately and gave me a case ref number.
The process they use, is via an excellent firm K2 to deal with the case and leaving the BA customer service to deal with the missing item.
Normally within 48 hrs k2 are processing either repair or case replacement. I contacted them within the 48 hrs, gave them the reference and although they could find the ref and report via BA they could action because BA had it on the system but apparently having problems and hadn’t official sent it over. This nonsense continued ever week for over 4 weeks until today 04 Oct. in those 4 weeks K2 were excellent continually contacting BA asking them why the report and authorisation had not been sent. Nothing from customer service in 4 weeks. Believing it had all been accurately record but knowing it had not been processed yet I did not foresee any additional problems. I even visited the BA baggage staff at the airport a week ago and they confirmed still on their system but confirmed again they had failed to process it.
Today the K2 staff finally got the baggage report processed, but again nothing from BA customer service about the missing item. Knowing the report had been processed I then phoned BA again and waited and waited as usual for an answer, after 45 min they finally got me thorough to customer services. When I did they acknowledged their huge error, agreed there appeared to be either a competency error with staff processing the report or the IT system it self. They then dropped the bombshell that the missing item would not be compensated because 7 days had passed, obviously now over a month and it needed to be reported within 7 days. I told them I report it at the time at the Bagge hall and probably within 7 mins of seeing my damage bag. They said they could see a record of the missing item. I did get them to acknowledged that there had been competency issues with their staff / system processing the report properly and accurately (normally 24 hrs) which as I was concerned including failing to record all the details correct. Then it was not my fault, I had reported it, I had a ref number and myself and K2 had been doing everything reasonably practical to sort this over the last month and get the report procesed In contrast BA customer services literally did nothing. Yet still after all that I was just told with no record of the loss recoded with 7 days regardless or not if it was their staff fault they wouldn’t process the claim.
It felt like I was in a comedy sketch with the BA customer service shift manager, who acknowledged my dilemma and that the issue was of their making but, with no report within 7 days, sorry ‘the Computor says no’ but sadly in this case it wasn’t a Computor which can’t see sense it was ‘bad old BA customer services’ if you don’t like it when they say no you have no recall to BA, you can only speak to the operator, if you insist and that mean you have to insist they escalate the complaint you get to speak to a shift manager who informs you they are the most senior manager you can speak to in their escalation process and when they say NO it means absolute NO no more debate.
Review by HappyJourneysOnly1 week ago
We paid to book our seats and chose 2 right at the back of the plane. When we boarded, we found they had changed to a larger plane so our seats (same numbers) were now in the middle of the block instead. 3 attempts to get a refund have been met by a refusal since they cannot see that anything was wrong - we got the seat numbers we asked for!
Review by Millyfade1 week ago
Poor first class service. The 747’s are tired. The upholstery is falling apart and the tv’s are barely watchable with a poor selection of programming compared to, say, Emirates. Despite providing sleeping equipment for overnight flights, the cabin temperature is too high to get comfortable. Good white wine and champagne is served warm and, on my most recent flight the food served bore little resemblance to the menu and the staff could not care less.
Review by ToddInVA1 week ago
I haven't even flown but am so frustrated with total lack of customer service. I wanted to book extra baggage. I find a million reference on doing this through Manage My Booking to avoid airport prices. A thousand searches later and there is no way of adding extra baggage. No buttons, no page - yes prices and yes more endorsements to book them in advance - any logical person would think at this point to put a button that says - book an extra bag. but no, and everyone knows that helplines are a joke. Have they ever "not" been experiencing higher than usual call volumes. Clearly the system is designed to make you pay the maximum amount with no intention of actually offering a good service. Shame that a once national point of pride has fallen so low.
Review by Echobeach2 weeks ago
Worst company ever!!
Our flight had more than 3 hours delay and I got response from BA that our flight was 178 minutes delayed!!!
Seriously....Our flight was scheduled by 17:50 and they make a calculation from 17:58.I have no words,AVOID
Scheduled 17:50 and left at 21:00,this mean 178 minutes for BA
Review by Kvfrb Doppia2 weeks ago
Got a great holiday got special assistance for autistic kids and great price nicest 2 ladies
Review by Crs3 weeks ago
please get back to me i have wright to you many times
Review by OhmHub3 weeks ago
Agreed to refund for flight cancellations. Nothing heard. Chased by emailing their customer service team. Got told to 'put it in writing' after 2 weeks got a personal reply saying will refund you. 10 days later still nothing.
I read a press article saying the only difference between Ryanair and BA now is the price of the ticket (BA being much more expensive). I agree. At least with Ryanair you know you are paying not much so don't expect much! BA is a dreadful company.
Review by LukeA3 weeks ago
Apalling customer service. Re-booked a flight with BA in June this year. when i re-booked they told me if there were any price increases they would contact me to confirm. I didnt hear anything and the booking was showing in my BA app ( I fly BA fair bit ). 24 hours before my flight , my booking suddenly showed as cancelled. they then told it would cost £900 to re-book ( what they should have told me in the beginning). The lost weekend cost me over £600 in lost hotels, dog care etc. i made a complaint , waited over 3 months for somewhere to respond who hadnt even read my complaint , nor certainly responded to it. what i had raised. I had copies of all the evidence and still nothing. And i am a regular flyer with BA !!
Review by Kashma3 weeks ago
So I fly with BA most weeks from Edinburgh to London City. Today I checked in a light but outsize package on my return flight from London city airport. Front of house was ok but the drop off for outsize baggage in LCY is an appalling little hatch down a dead end corridor. The bell was broken and a sign says just knock on the hatch. Three knocks later the hatch is opened. My heart sinks at the lack of confidence in my luggage making it to Edinburgh but I take comfort from the priority labels BA have put on my package. I get to Edinburgh and go to baggage reclaim. Bags arrive quickly but mine is not among them. I turn to lost luggage to find no one there. Someone from easyjet ground staff asks if they can help. I update him and he tells me to go to ba help desk. I walk to the other end of the airport and ask someone at Menzies help desk who tells me I need to go to back to check in 44. I walk back there to join a queue of people waiting to check in. Eventually it’s my turn and a helpful but harrassed lady phones a colleague to say she needs help dealing with the queue and another colleague to deal with me. I get sent back pretty much to where I started where a guy meets me and takes me through an unmarked door beside arrivals He tells me that he is here to help. I asked where he was when I landed and was told we can’t be everywhere. He takes my luggage receipt and confirms that not only did my package miss my flight it also missed the next one. He tells me it will be on the following flight and that it will then be sent to the courier and should be delivered tonight. I Inform him of my lack of faith but am told that’s how it will be and am given a form with the lost baggage details. It’s now 2130. The ba system says that my baggage has still not been located. The courier system says my package is not with them. Both switchboards shut at 8 pm so no one to talk to. Isn’t it time that instead of investing money to turn airports into shopping malls, operators invested money to deliver customer service. In this day and age passengers should be informed the moment they land their luggage is missing by text or email instead of wasting time waiting and then trying to find someone to help. We should also be told the truth instead of stories aimed to make us feel better and leave.
The end to this story is ludicrous. The following morning there was no update so I phoned BA. That was a waste of time as they look at the same it system. I decided to drive back to the airport where I returned to lost property. I was told that my luggage had still not arrived in Edinburgh and I would have to wait. Unhappy with situation I pushed for an explanation and a proper update. Long story short the ground staff found my luggage. It seems it had arrived with me but then baggage handling had delivered it to international arrivals instead of domestic. So glad to have my luggage but what a farce. Surely it’s time for better IT and a proper system for dealing with luggage lost in transit
Review by Sammye Capiola3 weeks ago
BA have a new app and website. Now when you are looking for a flight you only find out the cost of checked baggage AFTER you have given all your info and paid in full for the flight! What audacity! Do they think their potential customers are stupid enough not to know how much they would be paying for their checked baggage? Time to go elsewhere!
Review by Kimrath3 weeks ago
Awful customer services. All they do is send a generic email to any complaints made. Their Club World is a joke. Outdated and disgusting. Definitely never traveling with this pathetic excuse of an Airliner again. Please avoid.
Review by Bricker1 month ago
I have tried to book my seat dead on the allocated time. I can’t believe all the seats have been allocated in 5 seconds. Surprise surprise BA had already allocated me a seat. 32B middle slap bang by the toilets one of the worst seats onboard. Have paid over £1000 and booked through BA and a 😕frequent flyer
Review by KayceeHowland Rentcome1 month ago
I know these sort of sites are open to fake reviews, but surely as everyone seems to be complaining about the same problems - shockingly bad customer service, the call centres which you can never get through to and when you can, the staff are so poorly trained, they are next to useless! They can't all be fake!!
My problem was with their awful web site, trying to book flights to Tampa.........The site is slow, frequently crashes, more often than not freezes, for gods sake I'm trying to give you my money!!!!
Then if you manage to get as far as the payment page and actually enter your card details, hit the enter key, it then freezes, so you think, has it gone through or not???? Then you might be daft enough to ring customer services to see if it did go through, well don't bother as you simply cannot get through, and this was a Saturday afternoon.
In the end it took 3 attempts at trying to give BA my money.......
I should have learnt my lesson as my Daughter in law had the same problem the day before.
Dreading the flight now................................
Review by Zaccary1 month ago
Ive been waiting for over 20 minutes now on BA's customer relations number. whilst waiting i thought i would do something useful. This all relates to my flight being cancelled due to BA strikes on the 10th September. I was stuck in South africa for an additional 4 days. I have had a kidney transplant and my medication was running out. I tried emailing them twice. I am still awaiting a reply from nearly 5 weeks ago. I tried calling customer relations. I was put on hold again for over 20 minutes and then the phone went dead. Eventually my agency managed to rebook my flights 4 days later. I have since made a claim for the extra costs incurred whilst staying in South africa an extra 4 days. Im still waiting for a reply. Suprise suprise. ive now been on hold for 30 minutes. Quite unbelievable for a company that claims to care for its customers.
Review by Chiamika1 month ago
They have rearranged seating to squeeze more customers on the plane. Shrunk the galley to fit 6 more seats in. I am an average build woman 5’9”, an I had less than 1ft between my face and the back of the seat in front. Then the man in front put his seat back and I had even less. For a 4 hr flight! No room in front of my knees at all. So the BRACE position is absolutely impossible!
The staff tried their best but looked fed up and explained that they no longer had space for enough food for the return flight!
Plus only 2 toilets for all economy travellers
Felt like an accountants decision, but not a good one.
Only positive was that we arrived on time. It definitely was the most uncomfortable flight I have ever experienced
We will not fly BA again.
Review by RobinL1 month ago
Having flown regularly with BA business class, my confidence started to wane after the outsourcing of their IT systems and subsequent "hack". Then my most recent flight had the most offensive staff I've ever encountered on any airline and now the pilots are striking because a 4% pay rise isn't enough so flights are bing cancelled left, right and centre. Sorry, chaps I'm out, you've become a budget airline staffed by the inept, for the same price I can fly with someone like Virgin or Emirates who have decent staff, in-house systems and aren't constantly crippled by strikes.
Review by WoBBiN1 month ago
Horrible company I had sent them few email but no response. I used Virgin and Emirates before and would definitely recommend those 2 not British Airways. One of the worst I ever used.
Review by Bosius Omorowa1 month ago
I registered a complaint with BA on 5th Sept, 2019, as a result of being unable to confirm our seats within 24 hours of flying out on holiday. Apart from confirming the incident by automatic email I have yet to have any communication. Similar problems occurred on the return flight. I called customer services on the last day of my holiday and their computers weren't working and they wanted to charge extra to allocate for seating, which we could have chosen ourselves within 24 hours of flying, but for shortcoming of their software. I now can't even get in a queue to speak to someone at customer service.
EasyJet isn't perfect but it'll be my preferred airline for flights to Europe from now on.
Review by Redcrier Gosley1 month ago
Flight cancelled due the strike and having another different reference of the return one which it is in the impact dates but not affected and I am not entitle to a refund or a new booking because they don't want
Review by Farial Deyampert1 month ago
BA is so bad it's a joke removing my daughter from her seat coming from london to madeira and now doing it again from madeira to london I will never get a flight with ba again it's a joke making my daughter seat with people she dose not know and the customer service is worst then easyjet and Ryanair they dont give ur seat away or remove ur child and put them by them self
Review by Tadlaoui Guttering1 month ago
BA staff Locked me and my family in arrival corridor at Gatwick after 9 hour flight because she didn’t bother to check it was clear. Had to call Gatwick for their staff to rescue us! Customer relations offer token apology, more concerned about getting me off the call! As I questioned it and raised more entirely valid points, the customer relations rep became more and more hurried to end the call.
Staff on both planes failed to check the age of our 1 year old, who had his own bought seat. Not until we were getting off the plane did they ask, and told us he should have been on our lap for takeoff and landing. Return flight... we had to question them as they were ready to walk past. Cabin crew on return flight clearly use this as an opportunity to rest rather than do their job properly.
Attempted to raise concerns with airside customer relations desk...uninterested. There is a systemic behaviour of non existent customer service prevailant within BA
Review by Pearwood1 month ago
Airports drive me mad. I don't mind the flying; it's all the hassle before you get on the plane and afterwards, including walking five miles through corridors to the point where you queue for ages to check passports and hope your luggage has arrived safely. As we say coin has two sides but as per me i can say if the coin is for #BRITISH AIRWAYS its only one ie good and always awsome i really enjoyed at the airport and staf was awsome i dont know if the massage get to those two ladies who help me alot about checkin,luggage drop off ,handcarry bags all the information was nice those both ladies should get more grownth in life and i pray to god give my half life to them as they were so carring and cooperative like a mom i cant express in words (#WANDA #RENEE ) THEY ARE DOWN TO EARTH PEOPLES THANKS ALOT #BRITISHAIRWAYS Houston airport
Review by Defaqz1 month ago
Just had a flight from London Heathrow to Osaka Japan. Booked premium economy, and even though we were in row 12, there was no food choice they had run out of the beef and chicken options. Left with a dried up vegetarian pasta dish. Disgusting. Having paid a substantial sum for premium economy I would have least expected BA to carry sufficient food to have a choice. It seems out of the 25 passengers in Premium economy just about half could have a choice. This is the third time this has happened to me in 4 flights with BA. Seems like they have cut corners too far in the catering dept.
Complaing to BA is a waste of time, the stewardess told me it happens all the time I should have prebooked a meal. Just tried to do that for the return flight fro Tokyo on 21st and guess what you can't pre book meals for that flight!