Business Profile

Airlines

British Airways

Headquarters

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Complaints

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

Customer Complaints Summary

788 total complaints in the last 3 years.
275 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:03/17/2025
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.
Im writing this complaint about British Airways. I filed a baggage claim in January, but its been three to two months since they sent me a message and havent responded at all. This is frustrating because I sent them the necessary documents and receipts, and they only say theyve been received. *** also had baggage delay, trip delay, and trip interruption, but they havent contacted me for any further information. I would like my claim to be examined by a supervisor and escalated, as the time frame for resolving the issue has already passed. confirmation code: ****** Ticket number ************* British Airways confirmation code: ******
Business Response
Date: 03/26/2025
The following email was sent 26Mar25:
Dear Mr ********* ******
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.
Were sorry to hear your bag was delayed and damaged on your recent trip. 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.

We take extra care of baggage being transferred through an airport, as we know theres a greater chance of delays.

We appreciate you may have needed to buy replacement essentials while you were waiting for your baggage. Thank you for sending over your receipts. Were happy to pay a further $1,023.00 and $230.47 to cover the expenses which include the damaged bag claim. This will be by direct bank transfer IN your local curreceny to your account and we request you to allow up to 5-7 working days for the payments to clear within the account;

Unfortunately, you would need to contact *****************, regarding any further claim for compensation for their delayed flight.

Once again, Im sorry you had this experience on your trip, and thank you for letting us know.
Best regards

****
British Airways Customer Relations
Your case reference is: ********
Customer Answer
Date: 04/09/2025
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:

[Thanks for reaching I appreciate it, but Im rejecting this response because Is there a reason you cant reimburse me that amount Im requesting which was 4,000$ because both of the bags were damaged, I know there are bag limitations, but is that the maximum you can offer. Also the last agent ***** didnt help as well I sent receipts, update the claim form since my bag was delayed for a month which British airways should not only rebuirse me for the essentials, but the transportation to get the essentials, the days that I didnt have my bag which was month, the damaged items which was cloths and shoes. Regarding the delays they only provide lot little to nothing.

* ******* ******** ******** ***** ********* *** * ********* **** ******** ****** ****** * ********** **** ******* ** ** ******* *** *** ************* * ** **** ****** *** ***** ***** **** * ** *** ****** * ** **** ****** *** ***** ****** * ** *** **** ***** * ** **** ****** *** ***** ****** * ** ** ****** * ** **** ****** *** ***** ****** * ** *** **** ***** * ** *** ****** *** ***** ***** **** * ** *** ******

Heres my flight information:

* ****** **** *** ***************** ** *** ********* ***** * ****** **** *** ************* ************** ** *** ****************** ***** * ****** **** *** ******** ** *** ****************** ****** * ****** **** *** **************** ** *** ******** *************** ****** *

I would like this issue to be resolved as soon as possible and contact regarding the decision.

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

Sincerely,

*********** *****

Business Response
Date: 04/30/2025
The following email was sent 30Apr25:
Dea* ** ********* ***************** ************* **
An update from British Airways

Thanks for contacting us.
I understand the comments and we would have to wait 14 working days following the processing of the payment on 22 April, before we can investigate. Currently the payment is showing as processed and accepted.
Best regards

****
British Airways Customer Relations
Your case reference is:********
Customer Answer
Date: 05/01/2025
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:03/17/2025
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.
Bag checked from EDI to MSY lost.Unable to file lost bag claim with BA due to >3 days ************ reference: ******
Business Response
Date: 03/26/2025
The following emails were sent 24Mar25 & 25Mar25:
Dear *** *********** ********
Thank you for contacting us.

I'd like to explain you that even though you've booked your flights with British Airways, your flights were operated by *****************,. So, they are better placed than us to assist you in this matter. I'd again request you to contact them directly through their website.. Wed also like to thank you for your patience while we got back to you about this.

Thanks again for getting in touch with us.

Best regards

************ ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** ************** ******* ******** ********* **** **** ********* ** ********
=======================
Dear *** *********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
An update from British Airways

Were sorry to hear your flight to Charlotteon 01 March was delayed. We dont underestimate how much this disrupted your travel plans and we understand why you needed to get in touch about this. We'd also like to thank you for your patience while we got back to you.

Im afraid your claim for compensation has been refused because British Airways didnt operate AA1465 on 01 March. If you contact *****************, theyll be able to consider your claim.

Once again we're sorry for your experience this time. Please feel free to contact us if we can help you any further and I hope we have the chance to welcome you on board again soon.

Best regards

******
British Airways Customer Relations
Your case reference is: ********
Initial Complaint
Date:03/14/2025
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.
British Airways has been advertising a cost to upgrade seats on their app and website but rverytime we try to book online, the system errors out and says we need to call to upgrade to that package. When we call, we are quoted a significantly higher price (50x the online deal) and the agent saying the deal is no longer available and we wouldn't see the better deal in our app within the hour as the system updates, however this was a week ago and we have seen the same sale price in the app/website everyday and got the same answer when we called a couple days later. We called the airline 3 times and got the same runaround answer every time leading us to a much higher price. This has been a classic bait and switch by advertisinf us a low price but forcing us to talk on the phone to someone else who can only give us a higher price.
Business Response
Date: 04/09/2025
The following email was sent 07Apr25:
Dear ** ******
An update from British Airways
Thank you for contacting the Better Business Bureau. Your correspondence has been passed to Customer Relations as we have been asked to respond directly to you.
We're sorry to hear about the issues you've had when trying to utilise a Proactive Upgrade offered to you through the BA App and ******. This isn't what you should expect when you travel with us, so we understand why you needed to let us know.
I understand from your comments that you saw the offer to upgrade online however, when you tried to process the upgrade, you received an error and were advised to call us. The Proactive Upgrade that you were offered is a limited time offer and when it's sold out, the amount to upgrade would then be as per the fare rules which often includes a change fee and any difference in fare and taxes per passenger. Incase it's helpful for future trips, there's more information about upgrade terms and conditions here.
We don't underestimate how frustrating it must be to still see this offer advertised on your booking. We've fed this back to our IT teams who have tried to investigate why this happened, however they were unable to see anything that would inhibit the sale.
Once again, please accept our apologies for your experience on this occasion. We look forward to welcoming you on board.
Best regards

***** ******* ******* ******** ********* **** **** ********* ***********
Customer Answer
Date: 04/12/2025
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:03/10/2025
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.
Purchased a round trip (Business Class) ticket from ********* to ***** and back consisting of five flight segments. Four of the five segments were British Airways flights.Issue experienced on the following flight:BA135 (LHR to BOM) - February 13, 2025 at 4:25 PM. Experienced a seat failure with 4 hours remaining in the flight. Was unable to sleep or adjust seat for the remainder of the flight (attendants were notified and unable to resolve). I have previously opened a complaint with the business (reference #: ********). In response to the complaint, I received an apology (which I appreciate). However, given the total cost of the ticket ($10,365) and inconvenience experienced, I was expecting, at a minimum, some frequent flyer mile compensation based on my on-board conversation with the attendant who assisted when the seat ********* such, I am seeking some compensation in the form of frequent flyer miles.-BA Record Locator:****** *** Record Locator:****** -Frequent Flyer:******* -BA Complaint Reference:********
Business Response
Date: 03/26/2025
The following emails were sent 11Mar25, 26Mar25 & 26Mar25:
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.

Were very sorry you had a problem with the recline on your seat on your recent flight to ******, especially as the crew were unable to reset it or offer you an alternative seat. 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.

We dont underestimate the importance of a comfortable seat during your flight, and will always try to ensure all our seats are in good working order. Thank you for telling our crew so they could try to sort out the problem while you were in the air. However, faults like these sometimes need to be fixed when the aircraft is on the ground, and I know we weren't able to help this time.

I can assure you that your feedback is already making a difference. Ive shared your comments with my colleagues in the relevant team to guide us as we improve our service.

We know this experience didnt meet our usual standards, and so Id like to offer you an eVoucher for $400.00 or ****** Avios points as a gesture for the experience. However, we would need a British Airways ************** number to credit the Avios points too, as I've been unable to find an account for you.

Once again, please accept our apologies for your experience on this trip. and I look forward to hearing from you.

Best regards

**** ******* ******* ******** ********* **** **** ********* *** ********
============================
Dear ** ********** ***************** ******
An update from British Airways

We're sorry to hear you haven't received our communication in relation to you contacting the Better Business Bureau.

I've enclosed the details below, however, we'd like to offer you an eVoucher of $400.00 or ****** Avios points for the experience you've had onboard. Please let me know which you'd prefer and I'll arrange the gesture for you. We would require a British Airways ************** account number if you'd like the Avios.

Best regards

****
British Airways Customer Relations
Your case reference is:********
====================================
Dear ** ******
An update from British Airways

Thanks for confirming.
Ive added ****** Avios to your ************** account, and hope this goes some way towards making up for what happened.
Once again, please accept my apologies for your experience on this trip, and thanks for letting us know.
Best regards

****
British Airways Customer Relations
Your case reference is*********
Customer Answer
Date: 04/03/2025
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:03/01/2025
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.
I used the British Airways shopping portal to make a purchase on Jan 16 2024 and did not receive my ****** Avios from the shopping portal. I filed an inquiry on Apr 21 2024 as the terms stated that I had 6 months to file a missing Avios inquiry. I received a confirmation email from ******************************************* with case number ******** and a promise for a response to be received within 28 days. I followed up several times with no response, and finally on Feb 21 2025 was advised by ****** *** that I filed my missing Avios inquiry too late. However, she did not quote the correct timeline as Apr 21 2024 was within 6 months of Jan 16, my initial purchase date.I have waited 14 months and have yet to see my Avios. I expect my Avios to be credited as soon as possible.
Business Response
Date: 03/17/2025
The following email was sent 13Mar25:
Dear ** ******** ***************** ************* ******* *** **** ****** An apology from British Airways
Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and weve been asked to respond to you directly.
We're sorry to hear that you didn't receive the Avios you were supposed to when making a purchase through our estore. This isn't what you should expect, so we understand why you needed to let us know.
I can see from your comments that you have since tried to make a claim for these missing Avios but have been advised that this claim was raised outside of 90 days therefore cannot be honoured. As you rightly pointed out, any missing Avios from estore purchases can be claimed up to 6 months after the purchase date. Therefore, I'm happy to credit the ****** Avios to your ************** account. These will show immediately in your statement as 'Avios Adjustment'.
Once again, please accept our apologies for your experience on this occasion and for the delay in resolving this for you. We hope to welcome you on board in the near future.
Best regards
*****
British Airways Customer Relations
Your case reference is:********
Initial Complaint
Date:02/25/2025
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.
A couple flights were booked then canceled within 24 hours (main reason for cancelation was actually issues with BA website that resulted in double bookings- but that's a minor complaint compared to my bigger issue). The website as well as chat agents state that anything canceled within 24 hours is entitled to a full refund, not partial. For a couple of these flights I had paid to select seats and for baggage as well. I don't know what I was refunded for- as none of my charges match the refunds, but I have had to contact their customer service multiple times only to be told a couple refunds for seats/baggage didn't go through and they would resubmit. I am currently still waiting on an additional $150.99 in refunds, I've attached screenshots of all my BA transactions:Green: only amounts I should have been charged, was canceled once and re-booked, so the 4 charges offset the two refunds; however, I only paid for one bag and didn't receive a refund for the second bag charge. Red: amounts I am entitled to a refund for, they total $461.16 Yellow: refunds I have received so far, at least 3 were after contacting customer service and them "manually resubmitting", they total $310.17 This leaves a difference of $150.99 I am still waiting on, no refunds match amounts charged so I don't even know what transactions I am waiting for. When I contact them I either receive no reply at all, am told to submit a research request- which was closed with no resolve/reply, or am asked for the flight numbers associated with the charges, which I have no idea because their charge/refund system is so chaotic. After my first cancellation I was assured by an agent I would be refunded for everything, including seats and baggage without further action needed by me. I have now contacted them numerous times and am no closer to getting my money back and am treated like it's my fault for not knowing the facts of what they did.
Business Response
Date: 03/12/2025
The following email was sent 11Mar25:
Dear *** ******
An update 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're sorry to hear about the issues you've raised and we understand why you needed to let us know. We'd like to thank you for your patience while we got back to you.
I've consulted with the Refunds team regarding the bookings and the duplicate reference ****** hasn't been processed correctly, for which I fully apologise.
We've processed the outstanding payment of $457.30 to your card ending **** on 11 March. We request you to allow up to 10 working days for the payment to clear within the account.
Once again, please accept my apologies and thanks for letting us know.
Best regards

****
British Airways Customer Relations
Your case reference is:********
Customer Answer
Date: 03/22/2025
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:02/21/2025
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.
I booked a flight using avios and a companion voucher for travel in July. My wife is currently pregnant and we were advised to travel in June so that everything is safe. I contacted BA and spoke to **** on 2/18 and she confirmed I can use my companion voucher for a flight routed through ************* and she even created a temp booking - ******.However after confirming all my other travel details such as hospital visits, hotel etc. BA said I can't use my voucher on that flight since it includes ******************I understand but I was specifically told that I can and made arrangements as such.I also filed a complaint - ******** and there was no helpful response.I would like to change my YYZ - LHR - BOM flight to be in the second week of June so that my wife and baby are safe. Please help me.
Business Response
Date: 03/10/2025
The following email was sent 08Mar25:
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.

Were very sorry to hear about the issues you've raised and why you needed to bring this matter to our attention. Wed also like to thank you for your patience while we got back to you.

Were disappointed we didnt meet our usual standards this time when you called to make changes to your booking. Unfortunately, you will have to call our Call Centres to make changes to the booking as we are a post-travel department. They will be able to advise on the availability of the routes and how to use the voucher.

**************
Daily: 07:00-01:00 Eastern Standard Time (EST)

Once again, please accept our apologies for your experience this time, and thanks for letting us know.

Best regards

****
British Airways Customer Relations
Your case reference is:********
Customer Answer
Date: 03/10/2025
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:

Transferring to other departments to solve an issue is the oldest trick to not solve a problem.

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

Sincerely,

****** *******

Business Response
Date: 04/28/2025
The following emails were sent 15Apr25 & 17Apr25:
Dear ** *******
An update 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've reviewed the details on your booking ****** and the medical policy has been applied to the booking and can see the dates have been changed from 9-12 July to ***** June, without charge as requested.
Best regards

****
British Airways Customer Relations
Your case reference is:********
======================================
Dear ** *******
An update from British Airways
Thanks for contacting us.
I understand the request and if you require any changes to the booking, you would have to call the Contact Centres for assistance. They will be able to advise of the availability and calculate any cost of the change. Unfortunately, we're unable to change flights pre-travel through the Customer Relations department.
Best regards

****
British Airways Customer Relations
Your case reference is:********
Initial Complaint
Date:02/19/2025
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.
On 6/11/24 I booked Round Trip flight from ****** to *************** for myself and my wife, ***** ********, for 12/16/24-12/23/24. In August of 2024, I was diagnosed with ***** * ********** ****** **** *********** for which there is no cure. I began chemotherapy In October of 2024, which continues to today. I am unable to fly as per my Oncologist at ************************. On November 1st, I initiated a call with the "Compassion" line at British Airways. On November 3, 2024, I sent the requested Medical documentation to BA, and received no response. I sent follow-up emails on 11/13/24; 12/1/24 with no response. I sent a written letter to British Airways Customer Relations at *****************************************, with no response.On 12/1/24, I filed a claim with ************************************* with whom we have a cancelation policy. Our policy number with Generali is: **********. Generali responded they cannot process our claim, until British Airways responds.Please advise on how to proceed. We need to get the claim processed with Generali, but cannot do so do to the lack of "compassion" and response from British Airways. Thank you.******* ********
Business Response
Date: 03/12/2025
The following email was sent 06Mar25:
Dear ** *********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
An update from British Airways

Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and weve been asked to respond to you directly.

We're sorry to hear about the issues you've had obtaining the refund for your flight booking you made with us. This isn't what you should expect, so we understand why you needed to get in contact about this.

I understand from your comments that you contacted us to let us know you were unable to travel on your flight booking due to an illness and wanted to begin the refund process. I can then see you were asked to submit documents. I can see from your booking that these have been received therefore, I have queued your booking for a full refund. Please allow ***** working days for this to reach you.

Once again, please accept our apologies for your experience on this occasion.

Best regards

***** ******* ******* ******** ********* **** **** ********* ***********
Customer Answer
Date: 03/12/2025
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:02/18/2025
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.
I have been trying to work with British Airways since the incident occurred July 2023 however, after countless of unanswered attempts to follow up, I have come to BBB. My husband has had immigration issues with refused entry into the *** & cannot enter until he gets his green card, essentially making me a single mom ************ check-in, we found my sons return ticket was never issued. I provided my receipt from March but they still needed to call ticketing which took 2 hours. Since there was no bassinets available, I asked to upgrade to business or first for extra room with seats open in each. It took 45 min to get through and by then, all were sold out.The gentleman at the gate flags our Doona (which the desk told us was okay) to be checked. Then the seats were all taken on the bus so we had to hold our 6 month old while standing on the bus. The driver saw us with the baby & continued to push & demand more people on the bus. I explained how concerned I was about my babys safety and he didn't care.We waited 1 hr at *** and 2 hours on the tarmac due at EWR to a broken down Ethiopian plane in our gate w/no other gates were open. During this time we were not able to leave our ********** baby had soiled himself & was in need of a bottle.After waiting an hour+ at baggage claim, a woman from BA called my name due to lost luggage for the Doona. She kept telling me to head *********** would deliver it to my house when it arrives. I told her I live 2 hours away and the Doona is his a car seat. She didn't care, even when I told her it's illegal in ***I booked a hotel (which they said would be reimbursed along with food) since it's 2am (scheduled arrival was 10pm) & took him on the shuttle without a car seat.We waited until the next evening & never received our Doona so we bought a new car seat and went ******* not acceptable nor legal to allow a child to travel without a carseat. I would like full compensation of tickets, hotel, food, lost **************
Business Response
Date: 03/12/2025
The following email was sent 06Mar25:
Dear Ms *********

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.

I am sorry that your flight to ****** was delayed when you and your family traveled with us on 01 August 2023. I see that you have been in touch with us about this particular travel before and were replied to by my colleagues.

You mention in your correspondence that your baby's car seat was missing when you arrived and for your child's safety you chose not to travel home that evening without it, so you stayed in a hotel and were told that we would reimburse you.

I certainly understand your concerns, however it's not our policy to provide a hotel while waiting for an item that was checked in. I cannot reimburse you for the hotel, meals and extra parking fees without the name of the agent in ************** who approved this.

When any baggage is delayed including strollers and car seats, it is our responsibility to arrange delivery to the address you provide us with when you are filing your report for the missing item.

You mentioned that your husband purchased a new car seat the following day and you are asking for reimbursement of $650.00. Before I can consider reimbursement, please send me your delayed file number you were given at the airport that evening. It would start out with *********** *5 digits to follow) along with a copy of the original purchase receipt for the missing car seat.

You can send all information requested to me by email at *************** in the subject field include your case number *********

Thank you for getting in touch. I look forward to hearing back from you soon.

Best regards

********** *********
British Airways Customer Relations
Your case reference ***********
Initial Complaint
Date:02/13/2025
Type:Order 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.
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I paid for specific seats 3 different times (window seats) which I never got. We were given isle seats and the last flight we were never given seats together. Additionally, British Airways had to cancel their flight due to mechanical issues with the plane, so I am requesting reimbursement for taxi and hotel as well.We paid over $3,000 btwn tickets, seats, hotel, taxi to and from the airport because of the delay. So I am asking reimbursement for the seats, hotel and taxi costs which equals $520.00.
Business Response
Date: 03/12/2025
The following email was sent 06Mar25:
Dear *** ********** ***************** ************* ******* *** **** ************ ************** ******************* ****** **** ******* ********** ****** *********** ****** ***** ******* ****** ** ******* ****** ** ******** ********** *******
An update from British Airways

Thank you for contacting the Better Business Bureau. Your correspondence has been sent to Customer Relations and weve been asked to respond to you directly.

We're sorry to hear about the disruption to your booking that you made with us. This isn't what you should expect when you travel with us, so we understand why you needed to get in contact about this. We'd also like to thank you for your patience while we looked into this for you.

I can see from your comments that your original flight out of ********* was cancelled and you were rebooked onto alternate flight departing and arriving back to ******. We do all we can to avoid cancelling flights and will always look for other alternatives before we make the decision. We don't underestimate how much this would have disrupted your travel plans.

I can also see that you then had problems with your prebooked seats not being met when you arrived at the airport in time for this flight. We're happy to refund the $248.00 you originally paid for the seats you orginally chose.

We're disappointed to hear that on your return journey you received a notification to say your flight was delayed and then later cancelled. Again, we understand how this must have impacted the end of your trip. You mentioned that you also had problems with your seat assigment on this flight and had to purchase another, despite already having paid for this. We'll also refund the additional $84.00 for this.

Ive checked the details of your journey and Im pleased to advise youre entitled to compensation for the cancellation of your flight, BA293, on 25 August.

The distance of your disrupted journey was over *****km and this has been calculated in accordance with UK law. This means youre entitled to ****** in compensation.

The total amount of compensation youre due is ******** as there are two passengers included in your claim. The best way to settle your claim is by bank transfer and it would be helpful if you could send me 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)

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 again, we're sorry for your experience on this trip. I look forward to hearing from you soon.

Best regards

***** ******* ******* ******** ********* **** **** ********* *** ********
Customer Answer
Date: 03/16/2025
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.

But how do I reply to them?

Sincerely,

***** *******

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