ComplaintsforBritish Airways

• Initial Complaint

  08/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On Aug 16th my luggage was placed in the care of British Airways while I was flying to ******. Due to the delays with British Airways, they was supposed to been shipping my luggage to ****** where I was staying for the time being. Needless to say my vacation had came and went and British airways kept telling me that they had located my luggage but they dont know when Ill receive it. My trip is over now and I have yet to receive my luggage and or compensation for all of the things I had to buy over. I cant even speak with a representative half of the time that I have called.

  Customer response

  09/13/2024

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

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I flew ************** (which I found out is the same as British Airways) departing from *** on Sunday August 4, 2024 arriving in *****, ****** on Monday August 5, 2024. I am handicapped and I required wheelchair assistance. I checked in one bag and my ******. When I arrived in ***** my ****** was not onboard the aircraft. I was left to travel ***** without any assistance other than my cane. The baggage department grudgingly filled out a missing baggage report and sent me on my way. My entire trip was utterly ruined and plans I made had to be cancelled. I have reached out to the airline and was told by one rep that they were not responsible for my ****** as the airport was. The baggage department has closed their case file and asked that I contact the airlines. I did try to reach out to the airline but they dont have a customer service number. I did email them and have received absolutely no response.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello, We purchased a non refundable air ticket in british airways website, after flying one way, our plans changed, and wanted to cancel return journey, and get back taxes on the return journey ticket as per policy. But to our frustration, british airways customer support team not even providing correct answer about how much refund we get back. We reached them over customer support chat, so that we can save chat transcripts.Date of purchase: 04/24/2024.We wanted to cancel get the proper refund on the return leg of the journey.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was traveling through British airways . In June I changed my flight and paid more than $1200 to change date. However on the day of flight it canceled. I could not reach for the occasion I had paid to change date. On top of that i has so much inconvenience at airport as they dos not even inform and I was at the gate. They dos not provide no accommodation no food nothing.I logged a claim to get this refund at British Airways . Its been 2 months and no response in claim. I have reached many times too them and they say they cannot do anything until claim is picked up. Claim number is - ********

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid extra to fly from *** to LHR on Premium Economy Class on 05/10/24 but flight was delayed several times and eventually cancelled. I was rebooked to fly out on 05/11/24 but was put on Economic class without providing any refunds or any other compensation for it. I was instructed by british airline agent to file for refund online and have submitted on 05/24/24 and received Case Reference is ********. I have only received automated emails stating they are working on it without any updates whatsoever. Its now 08/12/24 88days since I filed for refund and British Airlines has ignored my request and have not done anything about.I would like a full refund for the additional paid for Premium economy class

  Business response

  08/19/2024

  The following email was sent on 16Aug24:

  Dear *** ********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
  An update from British Airways
  
  Thank you for contacting the Better Business Bureau. Your case has been passed to Customer Relations for further review.
  
  Im sorry to hear you were downgraded when your flight was cancelled and rebooked. I dont underestimate how frustrating this was for you.
  
  Ive checked the details of your booking and I can confirm your refund between World Traveller Plus (premium economy) and World Traveller (economy) was processed on 18th May, 2024. This will have been returned back to the original form of payment, taking up to 21 working days to complete. This was for an amount of $502.00. The following acquirers reference umber (ARN) can be used with your bank to locate the payment if youre unable to do so: ***********************
  Thanks again for contacting us and I hope we have the opportunity to welcome you back on board in the near future.
  
  Best regards
  ************ ***************** ************* ******* *** **** ************ ************** *******************

  Customer Relations
  Your case reference is:********

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I flew on British Airways (BA) nonstop round trip from *** to ****** - I flew to ****** on June 5 and flew back on June 11. I am an Alaska Airlines mileage plan member and as they are ******************* I wanted Alaska miles and not BA Avios. Before the flight, I called and performed all necessary steps to ensure I would get ****** miles, not Avios. Despite this, after my flights, my BA account was credited with *****. Because of this, I am unable to earn Alaska miles.I spoke to ****** and they said that their hands are tied until the Avios are removed from my BA account. I called BA and the person I spoke to said he would put in a request to remove the Avios and it would take 7-10 business days. I got no email confirmation of this request, and three weeks later, nothing had happened. I called again and the person I spoke to was short/rude with me and told me it is not possible to remove Avios, but it is possible to transfer them directly to my Alaska account. I asked if I could get email confirmation, she said no. I asked if she needed my Alaska mileage plan account number, she said no. I was very skeptical but got off the phone hoping this would help, but I called Alaska, and they said this process does not exist. The second BA *** I spoke to was not only rude, but lied to me to rush me off the phone. I called a third time, the *** was nicer and apologized for the actions of the previous ***s, and put in another request to have the Avios removed, but said he doesn't know if it will be approved.All I want is for the few Avios I was credited to be removed from my account. They should never have been in there in the first place, and they are hindering my ability to get my Alaska miles. I fly Alaska very often and BA almost never (this was the only time) so Avios are worthless to me.Alaska Airlines has been nothing but supportive and helpful in this process while BA has been obstructive. **Please remove the Avios from my account.**

  Customer response

  08/19/2024

  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

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On May 26th, I was support to fly from ************** to *************************. Instead, my flight got canceled and British Airways put me on a flight from *************** to **************. Two separate airports. I have experienced unforeseen costs that I was not expecting with Ubers, as well, and, according to the *** have the right to monetary compensation I have yet to see from British Airways. I submitted my Claim with them on May 29th and have yet to hear a single response from them.

  Customer response

  09/06/2024

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

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  #1 We recently flew from *** to **** with a layover in ****** in July. When we got to **** our check in baggage never arrived, it was late in **** and we spent around 2 hours filing a missing/late baggage claim because there were other people that this happened to and only 1 person working the counter. It was told to us that our luggage never left LAX and we received it two days later, how is that possible? We have arranged for transportation from Airport to Hotel which was supposed to be 75 Euros but because of the extra wait we paid 135 Euros total. Asking for a reimbursement of the 60 euros for this wait since it was not our fault that our bags never left the airport of origin. Since it was a pre arranged transportation we couldn't cancel it either or we would have been charged the original 75 euros.Issue 2. British airways policy is that you are allowed to bring on the plane one personal item and one piece of carry on. When leaving ****** we were told that only 1 person could have the carry on with them and they made us check in all the other 3 carry on pieces (free of charge). One of the carry on pieces (bottom stand level) broke and the balance beam on the bottom was completely broker off with screws sticking out. We are asking for reimbursement of the carry on piece (we dont have receipt since we purchased it a few years back). We would like to purchase another carry on piece and get reimbursed or have the airline send us a new piece of carry on luggage.

  Customer response

  09/05/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by British Airways regarding complaint ID ********. I have sent numerous emails to them with no response regarding covering the extra transportation fee or broken carry on luggage bag. 
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Transactions: November 20, 2019 (booked a trip for 29 Jul 2020 to ****** and return on 16 Aug 2020 back home)Spring 2020 (canceled because of COVID-19)July 12, 2021 (Date bought ticket for ****** for 16 September 2021)16 September 2021 (My student **** hasnt arrived yet so I couldnt fly that day. I booked a flight the next week and used my credit card to pay for the fare difference)24 September 2021 (this was the flight date, but my UK student **** didnt arrive yet; so I submitted a request of canceling the flight and decide to fly another airline) Amount of Money: $447 charged to my credit card + $828.38 from the voucher; totaling= $1,275.38 What the Business Committed to Provide: As per the General Conditions of Carriage in 2021, I was entitled to a refund for my flight that I requested a refund for. Nature of the Dispute: Failure to provide a refund or voucher for the flight due to issues with the 24 September 2021 ticket and subsequent delays to resolve these issues. Whether or Not the Business Has Tried to Resolve the Problem: Despite multiple attempts to contact the refund team and receiving no response, submitting online complaints on the BA website, and escalating the issue to Chief Customer Officer within the company, no satisfactory resolution has been provided.

  Business response

  08/19/2024

  The following email was sent on 15Aug24:

  Dear ***********
  
  Thank you for contacting the Better Business Bureau.  A copy of your correspondence has been sent to Customer Relations and we have been asked to respond to you directly.
  
  You are requesting a refund on your ticket ************** you had purchased under booking reference ****** for travel 16 September 2021. The total amount of this ticket was $828.38.
  
  I understand that you had not received your UK student **** so you were unable to travel on 16 September, you then rebooked paying a change fee of $447 to travel on 24 September instead.  Unfortunately on that day you still had not received your UK student **** and therefore could not travel so you voluntarily canceled. 
  
  It is the passenger's responsibility to be make sure they have all the right documentation and **** stamps required by the country they're visiting and transiting through. 
  
  I have checked with our Refunds team and they have advised me that there is no refund due.  Once you canceled your ticket your refund was processed per the fare rules you had agreed to and purchased, which was nonrefundable with penalties.  The only refund you were due was a minimal amount of taxes for $5.60, however our processing fee was more than the tax amount, so there is no refund due to you. 
  
  I realize this is not the news you were hoping for, so as a goodwill gesture to offset some of your loss, I have arranged an eVoucher for you in the amount of $600. 
  
  I've included your eVoucher details below with a link to some helpful information about how you can use it:
  ******** ******* ************** ***** **** ****** ****** ******* ***********
  
  
  If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to:
  
  ************************************************************************
  
  Thank you for getting in touch and giving me the opportunity to reply.  We hope to welcome you on board one of our flights soon.  
  
  Best regards
  
  ***************************************
  British Airways Customer Relations
  Your case reference ***********

  Customer response

  09/04/2024

  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:

  I hope this message finds you well. I apologize for the delay in responding to the BBB complaint. I have been camping in the backcountry for over a week with very limited cellular service, which made it impossible to respond sooner. I returned home this evening and am now able to address the matter.
  
   
  
  I kindly request that the BBB complaint be reopened so I can fully respond to the correspondence from British Airways, as represented by *** ********** *********. In the meantime, I will communicate via email to resolve this issue.
  
   
  
  While I sincerely appreciate the offer of a $600 e-voucher, I believe this amount does not align with BA’s own policy in effect when I booked my flight. My booking was made on September 16, 2021, and subsequently canceled on September 24, 2021, during the "Book with Confidence" policy period (March 2020 to June 2022). Under the Book with Confidence policy, there was no “non-refundable ticket” as tickets canceled by the passenger were redeemable in the form of an e-voucher. Regardless of whether I had my student visa or not, I followed the guideline of canceling my flight online before my flight to be issued an e-voucher on September 24, 2021.
  
   
  
  “Passengers could also cancel their flights up to one hour before departure and get a refund in the form of an eVoucher to be redeemed at a later date on any route, provided the entire trip is completed by September 30th, 2023. After its introduction in early 2020, BA kept extending the policy before scrapping it without any prior notice a few days ago, on June 7th. Passengers who have booked tickets with BA before midnight on June 7th will still be able to reap the benefits of this policy, provided their entire journey (not just the departing flight) is completed on or before September 30th, 2022.”
  
   
  
  Given that my flight was canceled within this policy period, I believe I am entitled to an e-voucher amount of $1,275.38. The ongoing difficulties in contacting British Airways, including attempts to reach Mr. Calum Laming (Chief Customer Officer), and not getting a single response from your refunds team have been frustrating and have left me hesitant about flying with BA ever again. 
  
   
  
  Considering the circumstances, I respectfully request that a full refund be issued and that this situation be escalated to your supervisors.
  
   
  
  Thank you for your attention to this matter. I truly appreciate your dedication to resolving this issue.
  
   
  
  Thank You,
  ***** **** 

   

   

   

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

  
  Sincerely,
  
  ***** ****  
  
  
  
   
  

  Business response

  09/17/2024

  Email sent to passenger on 29 August 2024 
  
  Dear ** ****
  Thank you for your reply email. 
  
  I am sorry you were disappointed with my reply.  I have reviewed your claim again and although the refund was processed correctly because you were using an eVoucher for the new travel in September 2021, so when you cancelled the refund was processed per the fare rules of the new ticket which was non-refundable with penalties. 
  
  I cannot refund your ticket however, as an exception and a goodwill gesture, I have cancelled the $600 eVoucher I originally offered and have arranged a new one for the full amount of $1,275.38.  
  
  I've included your eVoucher details below with a link to some helpful information about how you can use it:
  
  
  ******** ******* ************** ***** **** ****** ********** ******* ***********
  
  
  If you have any questions about how to use this eVoucher, or for the Terms and Conditions, please go to:
  
  ************************************************************************
  Thank you for coming back to me about this.  We hope to welcome you on board one of our flights soon.
  
  
  Best regards
  
  ********** ********* ******* ******* ******** ********* **** **** ********* ***********

  Customer response

  09/17/2024

  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

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BRITISH AIR LOST MY LUGGAGE FOR 3 DAYS AND WERE SUPPOSED TO COMPENSATED ME $92.62.I'VE GIVEN THEM SEVERAL TIMES MY BANK INFO BUT NO LUCK. I JUST WANT MY $ SINCE THEY REALLY REALLY INCONVENIENCED ME BY LOOSING MY LUGGAGE AND DEALING WITH THE MONEY THEY OWE ME.

  Business response

  08/19/2024

  The following email was sent on 19Aug24:

  Dear ** ********* ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
  Your feedback to British Airways
  
  Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and we have been asked to respond you directly.
  
  Were sorry to hear your bag was delayed on your trip to ********, especially as it contained your hiking equipment. We'd also like to apologise for the subsequent issues you've encountered with your reimbursement. This isnt what you should expect of us, and we understand why you needed to complain.
  
  An attempt was made to reimburse $92.62, however the payment failed due to an issue with the bank details. We'd like to put this right for you but, in order to do so, we need to reconfirm your bank details to check for any mistakes.
  
  It would be helpful if you could reconfirm the following information:
  
  Bank name
  Branch name
  Bank country
  Routing number (9 digits - please provide the paper and electronic sort code)
  Account number (up to 17 characters)
  
  If you could please also reconfirm the account holders name and address. You can send us your information by replying directly to this email. Youre welcome to send more than one email if youre concerned about giving us all your information at the same time.
  
  Once we have reconfirmed the details, we will arrange a new payment for you.
  
  Once again, Im sorry you had this experience on your trip. If I can help with any information, or you need anything else, please let me know.
  
  Best regards
  *******
  British Airways Customer Relations
  Your case reference is*********

  Customer response

  09/11/2024

  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]

   

   Ive  Receive this answer from British Airways at least eight times I triple checked *************** information I dont understand why they cant send me the money since they have  Offices in the ** or they can send me a voucher. Ive given them all of those options but every time I sent bank info I receive that notification.

  This has been going on since the end of March. Its really frustrating and they really dropped the ball and Scotland when they lost my luggage as well as trying to send me the money. 

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

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

  Business response

  09/23/2024

  The following email was sent on 20Sep24:

  Dear ** ********* ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
  An update from British Airways
  
  Thank you for your recent email, sent via Better Business Bureau, and were sorry for the delay in our response.
  
  Were sorry the payments to your *************** account have failed. Were happy to arrange a reimbursement via eVoucher as requested.
  
  Please see the details of your eVoucher below:
  
  eVoucher number: **************
  Email address: ************************************ ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ******* ***** ********* ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ******* ****** ********
  Expires: 20/09/2025
  
  There are full details about how to use this here.
  
  Once again, please accept our apologies for your experience this time. We hope to welcome you back on board soon. If I can help with anything else, please contact me directly using the blue link below.
  
  Best regards
  *******
  British Airways Customer Relations
  Your case reference is:********

*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. ↩