Airline stringclasses 16 values | Review stringlengths 6 5.97k | Rating int64 1 10 |
|---|---|---|
EasyJet | Aya assisted me with a query. Very efficient. Thanks | 5 |
EasyJet | Aya from EasyJet was very quick responding and sorted out my query | 5 |
EasyJet | Aya helped me the best that she can. thank you | 5 |
EasyJet | Aya is a very professional and competent personal! | 5 |
EasyJet | Aya our contact was very helpfulAll went smoothlyThanksd Colin | 5 |
EasyJet | Aya provided excellent customer service and was very helpful with addressing my problem. PAY RISE required!!!! | 5 |
EasyJet | Aya through chatting session was really quick and brilliant, my issue has been solved in a couple of minutes | 5 |
EasyJet | Aya was amazing! so helpful thank you so much | 5 |
EasyJet | Aya was excellent to chat with and helped me with everything I needed help with! | 5 |
EasyJet | Aya was extremely helpful once she understtod the problem and our issue was sorted out. | 5 |
EasyJet | Aya was extremely helpful, thank you for your time | 5 |
EasyJet | Aya was helpful and easy to talk to, and sorted me out straightaway. Great! | 5 |
EasyJet | Aya was most helpful and gave excellent customer service. Keep it up! | 5 |
EasyJet | Aya was very helpful with getting my booking sorted and confirming all my requests were covered and booking was updated. | 5 |
EasyJet | Aya was very helpful with my request today, even though we could not directly solve it there and then, they directed me to where i needed to go and the forms i needed to fill in. | 5 |
EasyJet | Aya, did a great job in sorting out an error I had made with my booking. First Class service! | 5 |
EasyJet | Ayham from customer service helped me so brillantly thankyou! | 5 |
EasyJet | Ayham was a big help for me. Pleasant and welcoming, He answered all my questions and help me to change my booking. | 5 |
EasyJet | Ayham was great and efficient changing my booking for an earlier flight | 5 |
EasyJet | Ayham was such a great help, he was patient and very careful to explain everything clearly to me. He stayed on the chat with me while I completed my booking and made sure that all the amendments I needed were applied to my booking. We are traveling with an infant but wanted to buy a seat which you cannot do online. Thanks for the help once again. | 5 |
EasyJet | Ayham was very helpful and efficient. He delt with my request very quickly and was very polite in his responses | 5 |
EasyJet | Ayham was very kind in helping us change the name of our reservation! Good communication and quick response! Good job! | 5 |
EasyJet | Ayham, handled my problem and was really helpful. Excellent customer service, | 5 |
EasyJet | Ayhem was extremely helpful very late at night on the chat. He was calm and really looked after us after we realised we hadnt accepted our flight change and thought we didnt have a return flight. | 5 |
EasyJet | Ayikitsi was great - I wanted to change seats and the experience was very seamless. | 5 |
EasyJet | Ayikitsi was very efficient and very helpful! The customer service hotline was closed but Ayikitsi helped to cancel and refund my booking within a couple of minutes. Thanks a lot! | 5 |
EasyJet | Ayikitsi, was extremely helpful, understanding, and kind. | 5 |
EasyJet | Ayiktisi was so helpful and kind when she was helping me. I needed my flight changed and the change fees were waived for me. | 5 |
EasyJet | Aykitsi was very helpful and provided great customer service due to a silly mistake I did with my booking. She was very helpful and allowed me to rebook the right flight without any fees. | 5 |
EasyJet | Azad - my web chat assistant was amazing. Couldn't thank enough to avoid a situation becoming stressful. Sorted everything out for me. | 5 |
Grupo IAG | B.A lost my luggage early November and still not found! Got a claim in had no response or nothing has changed in the process of it. Can't speak to anyone in customer relations you can only email, happy to say, no reply! I'm not sure what priority means to than as mine is marked as that and still nothing. Happy to take money but not pay out. Legal action may have to be taken! | 1 |
Grupo IAG | B.a. allowed bag to be stolen at Istanbul airport and didn't respond when I reported scam calls from turkey claiming bag found. Tried to warn b.a.of scam....no interest no help | 1 |
Grupo IAG | BA (Bl**dy Awful). An absolute shambles, I actively avoid using BA, however they were our carrier as part of our cruise package. Our original flight out was cancelled with no reason or notification only became aware when I was checking departure time and flight didn't exist!!!! Had to rebook on later flight missing pre cruise time in Venice. Return flight from Athens was again cancelled no prior notification only found out when we went to drop bags. However the earlier Athens flight was so delayed (3hrs) it was now leaving the same time our cancelled flight should have!! And we managed to transfer to this flight. When we got on the flight we were told there was no food available, no reason given?? Overall further justification why BA should avoided at all costs. How they are still in business amazes me with such abysmal customer service. | 1 |
Grupo IAG | BA , the most pathetic airline in the world. 4hr flight LHR to Istanbul cabin crew were just appalling, not a clue. More interested in chatting amongst themselves than customers. To top it all they ran out of food, a four hour flight and no food for a large percentage of passengers! Pathetic. Was it a surprise to BA that they had customers, simply unbelievable. Flight BA0688 5th May. The flight was also delayed. No surprise they are the world's worst airline. Never again, they just don't care!One exception was Joanne who BA do not deserve, get a grip BA | 1 |
Grupo IAG | BA / Amex companion voucher scheme seems to be a complete con. Trying to use a companion voucher - all fine on the website (app is rubbish) until trying to add the companion. Ensured they are in my travelling companion list but they do not come up in the drop down. Tried to add to my Household account, but keeps crashing/erroring. Tried calling and speaking to someone but they tell me the flights that I can add to my booking on the website are not actually available to use with the voucher! Even though I can on the website and just am not able to add the second passenger! Utter con!! Why does someone have to be added to household account, why cant you just add a second passenger? Its just a really, really poor website too, with constant crashes and when you press submit nothing happens! | 1 |
Grupo IAG | BA 0646 flight sept 3 rd Heathrow .Superb flight in business class . All the staff were very professional and attentive to everyone . They were very welcoming and friendly and couldn't do enough . A throw back to how service on airlines was years ago . Food was also superb and quality of drinks . | 5 |
Grupo IAG | BA 242 on the 6/2/23. Boarding was delayed due to late arrival from the incoming flight. Communication from the ground staff was excellent and keep us informed. In flight services were excellent, the crews were friendly with excellent service! Overall, very happy with BA. | 9 |
Grupo IAG | BA A380's are showing their age, hopefully they will update the interiors soon because it was a let down especially when the flight lasts 11 hours. Cabin crew were good and helpful. Dinner was ok but the breakfast was grim. On board entertainment was not the latest and seat back USB points didn't work. The only upside of BA is that it is only 1 of 2 airlines who fly this route directly and their pricing reflects this, if you're prepared to lay over then there are better airlines out there. | 4 |
Grupo IAG | BA Avios are a total embarrassment. Impossible to contact and actually speak to someone. Have had my points effectively stolen by BA. They were earned via Tesco Clubcard so I'm not sure where BA think they have the right to just take them without notification. Amazing how they can notify me about so called offers though.surely they must have someone monitoring reviews as there is not one good one, or even average to be seen, Next stop Martin Lewis I think as he will show them up for the charlatans that they ere !!!! | 1 |
Grupo IAG | BA Business class. Like economy, but with food!Not much to say other than, BA needs to learn from its peers. Penny pinching will not boost client loyalty. | 3 |
Grupo IAG | BA Business to Las Vegas - What a joke! they charge 12K for a ticket - On the way out food was frozen but service fine. On the way back staff were clearly not wanting to be there 2 hours before they served 1st drink I was told only the vegetarian option available yet then heard other placing order for non vegetarian & was told each section had a quota.... | 1 |
Grupo IAG | BA Exec club missing points. Impossible over many months to get an understanding response by email or by phone. Operatives either don't know or don't care or both. Emails replies from them take weeks or months | 1 |
Grupo IAG | BA Executive Club is ATTROCIOUS - do not join it, because it is IMPOSSIBLE TO LEAVE.In order to cancel your membership you HAVE TO WRITE (snail mail) to Twickenham (THERE IS NO OTHER WAY) - with NO GUARANTEE that they will cancel your membership even then.Talk about 'OBSTRUCTIVE', because this is CLEARLY A DELIBERATE POLICY to prevent people from cancelling their membership, quite possibly to create the ILLUSION of them having FAR MORE ACTIVE MEMBERS than they actually have.BA has TRULY gone down the pan since it's glorious early days, when service was their top priority.Avoid at ALL COSTS and choose another airline if one is available. | 1 |
Grupo IAG | BA I am embarrassed by youI have sent a claim tracked post signed for, rung over 15 times in 4 weeks and only spoken to a human once who could find anything related, most of the time your numbers are unobtainable or the automation states you are too busy to consider answering and hangs up. I have been loyal to the brand longer than I care to think and am absolutley dumbfounded that a once market leading proud to be British has raced to the bottom. If you have someone with the title VP of customer service they should be removed from post immediately as you dont have a function. Well done you have turned a loyal customer into a detractor. People I advise you think twice or three times before booking. Lets see if anyone responds.... | 1 |
Grupo IAG | BA IS THE WORSE AIRLINE I HAVE EVER DEALT IN MY LIFE.BA blocked my account 14 weeks ago, and despite having sent all documentation necessary and spoke on the phone more almost every week, the response from the Customer Service team via email and phone is that they will request the Audit team to unlock my account as a matter of priority. Despite all my attempts to get this sorted, I am still unable to log on in my account. BA Team, please sort this out. | 1 |
Grupo IAG | BA Nightmare - Outbound ánd inbound delays, cancellations and lost/delayed baggage (7 days). After all that, customer service is extremely slow in responding to issue cases, are inconclusive on their answers, and worst of all they are not refunding a 3rd party flight which was confirmed to be reclaimable by BA ground staff at the connecting flights desk at London Heathrow T5 - shame! | 1 |
Grupo IAG | BA are a truly shockingly bad airline these days. Recently I try to avoid them at all costs, but this October they offered the only direct flight between Scotland (EDI) and Florence for a family holiday. The way out was delayed 2 hours, and queues at the airport for check in were some of the longest I've ever seen. So far so BA. On way back they cancelled our flight just a few hours before departure - no reasons given and initially no solution. Eventually they told us we'd be returning 2 days later! With kids needing to return to school however, we made alternative arrangements. BA refused to give compensation for our alternative travel arrangements, and 5 weeks after we claimed a refund have yet to pay back the cancelled flights (we paid via airmiles, only the small cash component has been refunded). we have communicated via email and telephone on numerous times but nothing is happening. USELESS | 1 |
Grupo IAG | BA are beyond awful now. Apparently 4% of flights are cancelled - significantly higher than the likes of EasyJet.They lost our bags on our holiday in June to Italy. It ruined the first 3 days - and resulted in me having to drive 2 hours back to the airport to pick up, despite being told it should be couriered.Avoid BA if you can - it is not the business it used to be, and seemingly do not care about customer service (they have only just responded to me; 4 months later). | 1 |
Grupo IAG | BA are charging a lot of money just because we canceled the outbound flight (because of family circumstances). They do not care that we have booked another flight (the same route) few days after the canceled flight. | 1 |
Grupo IAG | BA are far worse than Ryanair. The app doesn't work so you are unable to check in and therefore if you are travelling with a partner you may have to sit apart! The planes are very cramped for a long haul flight. Staff not what they used to be and food was terrible and no room To eat it. We will not be travelling with them again! | 1 |
Grupo IAG | BA are struggling to compete, they make profit but at the expense of their passengers. Website and App are slow and often crash. Service on board is improving, but its still a long way off where it should be but often the staff are restricted by process not an unwillingness to provide. Please just bring back a complimentary drink on board for economy, even if you have to charge £2 more per person on the ticket. Also, sort our your ludicrous baggage charges which results in more people taking huge hold bags and there not being enough space and then it forces people to have to put cabin bags in the hold at the gate. If people didn't have to pay £30 to 50 to check a bag at booking, more would check a bag in and there would be ample space in the cabin for those who only want to take cabin bags for whatever reason.On a recent flight back from Stockholm I was denied boarding if I did not check my cabin bag in at the gate as "the flight was full" and because I was in boarding group 8, I was given no choice. Meanwhile, those in business, or Silver or Gold were not asked even though some may have been willing. When I got on-board, the flight was circa 80% full an in the immediate vicinity of my seat (5 rows back and 5 rows forward) there were at least 15 gaps for cabin bags in the overhead lockets and many locked still contained coats, handbags and laptops which should go under the seats. The only reason this is a 3 star not 1 star review is because after making a complaint, BA staff were genuinely apologetic and admitted that the process for boarding that fight could have been improved. The complaint was also dealt with within a matter of a few days over email rather than weeks. I really want BA to be better. They need to cut their margins for a few years to invest in their customer experience. | 3 |
Grupo IAG | BA are the worst airline for customer service once flights are cancelled by BA.I never make a review ever on anything but I'm so angry at BA. BA don't have any support by the phone. The phone team might as well not exist & save BA some money as they only respond by saying send a claim via the website. BA cancelled my flight in March due to weather which is okay & not their fault but its now July & BA still have not given me a refund for my flight. They also show no care in any response. Its a generic response every time. I'm just very upset because being British I feel BA should be an institution for Britain but are by far the worst company not even airline I have ever felt poor customer service from. I don't want anything from them apart from my money back for the cancelled flights as I had to book another flight due to this(of course not with BA). DO NOT USE B.A IF YOU FEEL THE FLIGHT MIGHT CANCEL OR HAVE DISRUPTIONS FOR ANY REASON!!! | 1 |
Grupo IAG | BA are truly hopeless. Cancelled ourflight from Lyon to LHR 4 hours before take-off with no reason given. No staff at airport in Lyon to help and phone number provided did not answer. Offered 12-hour return flight for two days later! No response or confirmation of either my refund or compensation claim. Not so much bad service as no service whatsoever. Aeroflot were better than this back in the day. | 1 |
Grupo IAG | BA are utterly hopeless. There is an issue with every single interaction with them. This time we were due on a flight to the UK from Nice at 9am. The day before we checked in and went to bed early as we needed to leave our house at 5am. By chance my wife got up in the night and saw that our flight was cancelled and we were being re-routed via Frankfurt on a flight leaving Nice at 7am so we needed to leave at 3am. Not only did the flight leave two hours earlier, it arrived over an hour later so in effect our journey time was doubled. I have subsequently asked BA five times why we weren't offered a flight from Marseilles. There was one available at the same time as the cancelled Nice flight so it would have made no difference to our day. BA have steadfastly refused to answer but I know the reason. If your departure airport is changed, the level of compensation required is slightly higher than if the alternative flight is at a different time from the same airport. This is penny pinching at an extraordinary level particularly as I am a lifetime Gold card holder. This company is an utter disgrace | 1 |
Grupo IAG | BA at agatwick south is horrifically run. The only 6 machines they have are out of order so you have to stand in a 20 minute cue to get a bag tag, only to then stand in the oversized baggage que for a further 20 minutes. This is shocking. Easy Jet and Wizz have got their shii together, why haven't you. I shan't use BA again. Wizz had the same flight, only it was cheaper and they ended up having better customer service. Avoid like the plague | 1 |
Grupo IAG | BA avios programme is a complete scam. They constantly don't award points then blame the partner. Contacted the partner and they advised there's no issue their side, BA just ignore the cases raised to sort out. Disgraceful behaviour and might I add will be reporting to trading standards. | 1 |
Grupo IAG | BA booking reference number VHQC5AThere is a fine line between technical issues and misleading customers. I am rating BA negatively because you are selling your tickets and cooperating with a service provider like booking.com who appears to be delivering a service to their customers that border on scamming them - or? This is my review of today of booking.com that explains my predicament. I am hoping for an answer here, and help regarding how to rectify this situation"Fraud? Customer reference 40-640897908Fraud? Customer reference 40-640897908.Booking.com are selling services they don´t provide. I bought a flight ticket with British Airways through booking.com. I paid extra for the possibility to change the return date with BA. I tried to change the return date. Booking.com provides you with a link to BA where you are supposed to be able to change your flight (And yes, I do have the screen print)!!!. This link states clearly that you cannot change your flight and has to contact booking.com. When contacting booking.com, staff is unwilling to help you and say you have to do it yourself. And yes. Booking.com I do have page after page after page of screen prints of the "help" I got from your staff. Then I tried to complain about this, since the booking.com staff online would not help me. Well, you cannot use the booking.com complaint form online unless it is about a hotel. So complaining is technically impossible. I have all the documentation and the screen prints. Booking.com said there were no available flights for the 3 dates that they agreed to check, however, several other sites, including BA, says that there are flights available on those dates! I have had to purchase a full new flight home since there was no help from booking.com. This will result in a formal consumer complaint of course. I would very much appreciate a response from booking.com and help regarding where I can complaint. Looking forward to a response from booking.com - here on Trustpilot would be great, so all other customers can be reassured of your decent intentions." | 1 |
Grupo IAG | BA can cancel your flight as you are on your way to the airport, not offer you an alternative the day you need to travel, claim it's adverse weather when other carriers are managing to get people back to the UK and then fob you off on flight cancellation claims. Appalling. Zero customer service orientation. A work collague faced losing 2 of 3 days of a 3 day project we were working on and then he was told no flight from Thursday cancellation until Sunday. Put people on other airlines who know how to function as an airline. Perhaps BA needs to rethink whether it wishes to be an airline. Many friends and colleagues compare BA customer service to be as low as BT's in the 1990s/2000s. A terrible decline. | 1 |
Grupo IAG | BA cancelled a morning flight I was booked on and did not offer an alternative for the same day. I applied for compensation (£220 in line with the law.) They declined this stating the aircraft due to operate the flight was struck by lightning and had to be taken out of service...however fr24 website clearly shows the allocated aircraft was taken off my flight and deployed on a different service - which left LHR earlier, so their account cannot be truthful.Perhaps the real issue is that they have an overstretched fleet and cannot manage to run their full service but don't want to admit this. It's a shame their customer service department do not see fit to treat any paying customers with a bit more respect than simply lying, but particularly silver executive club members. | 1 |
Grupo IAG | BA cancelled flight in Dec 2020. Refund was promised in voucher form by call center. We are now 6 months down the line, 13 calls of which each is 40 min waiting time, and 16 email reminders. Conclusion is that they are just going in circles to avoid issuing any voucher. Head of call center is keeping to her empty promises. | 1 |
Grupo IAG | BA cancelled flights we had booked nine months ago for a special holiday for my husband's 50th birthday, two weeks before we were due to fly, as it was the summer holidays all other flights were booked so we had no choice but to cancel. It has now been nine days since I requested a refund and we haven't received it. Absolutely shocking service all round. We will never book with BA again and judging by the amount of one star reviews, I'm surprised they have any customers left! | 1 |
Grupo IAG | BA cancelled my families flights from Dubai to London on 7 April 2024. They offered us no alternative flights for 10 days and advised us to make another booking with another airline to get home. BA told us to claim for the cost of these flights and for compensation. So i did book with Etihad, at a cost of over £5,000 and flew us home the next day. We immediately made a claim for the refund and to cover the cost of the rebooking, and BA have completely ignored the claim. They are supposed to respond in 30 days but have not. So i called after 40 days and was told that the matter was being escalated. This was a lie. I called again today (20 May) and was advised that there was no record of the call, and there is no one to speak to regarding my complaint, I just have to wait. This customer service truly is awful. | 1 |
Grupo IAG | BA cancelled my flight at very short notice. I claimed expenses (overnight hotel costs and meal). They agreed to pay within 14 working days . They have not paid.I have sent 2 follow up emails using the form provided on the website. Neither has been answered or acknowledged. I have used their livechat. The operator was unable to explain the delay. He suggested contacting the complaints team. There is no phone line.Judging by the terrible rating for customer service that BA have, they either don't know they have a problem or they don't care. | 1 |
Grupo IAG | BA cancelled my flight home to Heathrow on Dec 19th. On the face of it, that was sensible as the weather in Iceland was appalling. However, what was not acceptable was that the flight was cancelled only 4 hours before take off time by which time I was already struggling through dreadful driving conditions to get to the airport. I got nowhere near before the conditions became too bad. If they had taken advice they would have spared everyone the need to try and travel on roads that all ended up closed. I am now booked onto the flight on the 21st and downgraded for my sins. Having checked today, as I type they have not cancelled the flight on the 20th despite the road to KeflavÃk being closed! Do they not check these things? Any help from BA offered - not really. | 1 |
Grupo IAG | BA cancelled my flight home, the last flight of the day into Heathrow, and tried to push me onto another flight to London City 3 hours later! My car was at Heathrow. I didn't want to try and cross London late at night on public transport with luggage, especially as there were rail strikes announced around that time. I had to book a flight home with Lufthansa which cost €500 for an economy seat, but at least it got me home to Heathrow (all be it another terminal) on the Friday night so I could get home to family. I still have had no news on a refund of the €500 2 months on. It's such a shame, flying BA used to be such a pleasurable experience. BA have cancelled or moved one leg of every journey we've booked this year. We are regrettably have to use other airlines now which have much better reliability and customer service. | 1 |
Grupo IAG | BA cancelled my flight to Lyon, March/April 2020, because of the Corona crisis. I could not obtain a refund, as the BA website and telephone service made this impossible, it just sent me round in circles. So I opted for a Future Travel Voucher, as this could be obtained via the website. I have now tried to use the voucher for a flight to Munich, and was informed by the website that I have to call BA for this. The Silver card member phone number is inaccessible, as BA has reduced telephone access to one number. I have now called this number five times, each time I was told to call at another time, as 'in these difficult times, they had to protect staff'. This is exactly the same message that I received the many times I called for a refund. Is BA not honouring their voucher system, trying to fob off customers and keep their money? This is appalling business practice! | 1 |
Grupo IAG | BA cancelled my flight ~ 14 hours before the departure and conveniently sent the notification at night so nobody would read it until the morning. As they did not provide any same day replacement option, I had to purchase a very expensive alternative flight from a competition. Now, nearly four months later I am still waiting for BA to pay out a compensation for the cancelled flight. Very disappointing and stressful experience. | 1 |
Grupo IAG | BA cancelled my return flight on 09-Feb-20 from Geneva to Gatwick due to storm Ciara. They rebooked me onto a later flight, then cancelled that as well. Since then, I heard nothing more and I was left on my own to buy a new return flight. I've tried calling them several times every day, but they are not answering their phones, claiming they are too busy to talk to customers. They cancelled my flight, so I want a refund, but so far there is no way of getting through to them. | 1 |
Grupo IAG | BA cancelled our LHR flight to Barcelona 3 hours before departure. They could only offer us a flight on the same day from Gatwick on Vueling. Since I was travelling with two other families for a holiday we all got cabs to Gatwick which was over 50 miles away. It was a mad rush with our young children and we just about made the flight. We all submitted a claim for compensation on our return. The two other families received financial compensation but ours was declined. We put in for "exactly" the same claim. Despite explaining this to BA customer relations advisor they still declined our claim. This was clear and blatant case of discrimination. It's impossible to call anyone from BA customer relations. There is no phone number. They only correspond through email and are no longer replying. I'm out of pocket for around £200 in expenses and also the compensation for the cancelled flight. I've never had any issues with other airlines, even the budget ones. How did BA get this bad? Sadly, I won't be flying BA again. | 1 |
Grupo IAG | BA cancelled our Orlando to Gatwick flight due to some crew availability issues!! We did get put on the next available flight the next evening but we had a connecting flight (still BA) that would need changing seeing as they cancelled our first flight but they said they couldn't transfer that flight and made us pay which we should get refunded. They are now trying to blame the global IT outage for the cancellation and won't give us a refund. Extremely bad customer service. AVOID AVOID AVOID | 1 |
Grupo IAG | BA cancelled our flight 24 hours prior to departure. We raised a complaint and case online on the day of the flight cancellation (8th June) and are still yet to receive a response.Their customer service has been absolutely appalling. I have countless times attempted contact by telephone, post, social media and still unsuccessful.Please be very wary and careful when booking with BA. | 1 |
Grupo IAG | BA cancelled our flight and could not book us onto any flight for the next 4 days. I had to spend £5k in expenses to get us back with another airline. 2 months later I am still waiting for reimbursement and have had no response to my 3 written complaints. Even the call centre staff tell me that head office have taken down the telephone number and email for the department who deal with this, so even they cannot escalate or inquire. Utterly useless. | 1 |
Grupo IAG | BA cancelled our flight due to aircraft maintenance issues and bounced us to the following day. They are simply the biggest shower around.They're like KFC without chicken…This year we've flown with them as a family 3 times.We've had:3 times family split up (4 yo / 6 month old) due to aircraft changes and refusal to re-seat us together. Email to CEO Sean Doyle couldn't fix this.Downgrade from 1st, again due to aircraft changes, and again family split up.They simply can't deliver a simple product of flying you to your destination on the day you booked, and it seems they give no F's either. | 1 |
Grupo IAG | BA cancelled our flight to Florida with 12 hours to go, causing our travel insurance to say they're not paying out, due to us not checking in at the airport!What madness, there was no flight to check into, even though I'd done check in online AND printed boarding passes.Don't take any notice of well refund your money for flights with 5/7 days, BA we're now on day 22, and still not a complete refund.Absolutely shocking customer service too.If I could give no stars, that's what I'd give | 1 |
Grupo IAG | BA cancelled our flight with hours to go, offered us an "alternative flight" that left an hour earlier had a connection in the wrong direction leaving us flying an additional 2 hours, their after care claims, complaint system is awful which surprises me due to have many they have and the practice they must get. I waited 11 weeks for a response, to have the case closed and compensation rejected, family on the SAME flights were offered £1040 compensation for the same journey?! I will never use BA again! Appalling | 1 |
Grupo IAG | BA cancelled our flights during the pandemic and gave us vouchers. The vouchers never worked on their website. We called their customer support multiple times but the issue was never resolved. They abducted our money for a service they did not provide. | 1 |
Grupo IAG | BA cancelled our internal flight to Heathrow last June, leaving us to find our own way from Newcastle to Heathrow for our onward BA flight (no alternative flight offered, despite there being KLM flights available to our end destination). We made it to Heathrow in time (by train and taxi), but in the meantime they had changed our seats so myself and my wife were sitting apart. There was no explanation why the internal flight was cancelled, but I later found out this was a regular occurrence for flights which were not full. The same happened with our seats on the way back, although we found out the flight was overbooked and we were actually lucky to board at all. In December I paid for a premium economy ticket for a flight back to the UK from Chicago. At the gate, BA issued me with a new boarding pass with no explanation. This was for an economy seat, which was annoying, but actually I was relieved to be on the flight at all as I found out they had overbooked this flight as well, and some passengers were not allowed to board. To have a business plan which involves regularly cancelling flights which aren't full and deliberately overbooking other flights so not everyone can board is disgraceful. This may help profits in the short term, but in the long term they will lose a huge amount of custom. Over three months later I am still waiting for my partial refund for my downgraded flight. They actually closed the case after 3 months, with no communication as to why. This has since been reopened by myself, but after more phone calls and several emails to their customer service team, I still haven't received my refund. Not only the worst airline for customer service, but easily the worst company I have every dealt with. | 1 |
Grupo IAG | BA cancelled our original return flight and rebooked us a day later. We had no issue with this, just enjoyed an extra days holiday but others might not have been so flexible. However, they overlooked rebooking our connecting flight from LHR and we were fortunate that there was still space on the flight when we checked in at ATL. The aircraft was newish and in excellent condition, flight was around 50% capacity. Service was excellent, staff were friendly and efficient. Dinner was good, breakfast was disappointing with little choice. The LHR to BHD leg was equally good and I am beginning to think that BA are getting their mojo back again. | 8 |
Grupo IAG | BA cancelled our outbound flight from Belfast City forcing us to miss our London connection to Crete. Simpson Travel were simply wonderful and sorted replacement flights. It's November and we are still waiting on our compensation from almost 2 months ago. Bless apparently BA customer relations are busy. Well it's not flying I'll tell you that! Sort yourselves out-you caused a mess pay us what we are due! | 1 |
Grupo IAG | BA cancelled our return flight not once, but twice! Both time when looking at alternative options, their call centre staff had no sympathy. Feels like they are reading from a script. I would advise BA that they look into staff training and understand the upset they cause customers. They need to deal with the better.I understand things go wrong but their customer service is just shocking. After the second cancellation we took a refund and went to an alternative airline as they wanted me to take a non-direct home from france. This would have meant a 13 hour day of travelling for a flight that was originally only 2 hours.I will try my best to avoid them for future flights as my experience has been awful. | 1 |
Grupo IAG | BA cancelled the flight from Tokyo to LHR. I was booked on next day flight. There was another flight on the same day. I went to the desk, but the flight was full. BA in charge offers another flight through Hong Kong which would have been 26h flight time. I declined that, and asked to stay on the next day flight. To my dismay he cancelled the next day flight without telling me he did that. I think he was annoyed that I didn’t accept the offer after he spent sometime looking for. In fact I am the one who should be annoyed for cancelling my flight. I ended up flying another airline with downgrading. Poor service, and appalling behaviour. You expect better from BA. | 1 |
Grupo IAG | BA cancels a significant number of flights last minute. In my experience, they've cancelled literally 50# of the flights I've booked with them over the last three years. They really don't give a f*** about inconveniencing their customers if it serves their bottom line. | 1 |
Grupo IAG | BA changed flights for Barbados, we booked to fly out from Gatwick, but it was changed to Heathrow. I spoke to their representative and he was able to offer a different flight at no cost, and quickly made the changes with confirmation coming through very quickly. | 4 |
Grupo IAG | BA changed my flight several times - but when I try and change my flight they want £300.I bought a flight to the USA. BA made several changes to the time of the flight. It is a business class flight and BA will not even allow me to book a seat without additional payment. The parts of the journey that are on American planes allow me to book seats well in advance. I don't know of another airline that treats passengers like this | 1 |
Grupo IAG | BA changed my flight times after being booked for 3 months.They changed my connection flight leaving me 25 minutes to make the changethis is obviously impossible. Changing my return flight giving me a. 5 hour layover.I tried several time to call, change booking in MY BOOKING nothing!!Spoke on chat for over a hour couldn't find the flight that I found and really wasn't interested told me how to cancel my booking.Great service. | 1 |
Grupo IAG | BA changed our prepaid seats at the last minute and charged us to select new seats. Flight took off late, cabin crew served a tiny packet of pretzels. Arrived at Heathrow late, put on a remote stand, loaded onto buses to terminal. Held up at transit security by a clown of a member of staff, allowed 15 passengers at a time because of a trial. Queued at security for 20 minutes. | 1 |
Grupo IAG | BA changed the time of my international flight from Johannesburg to London to one hour earlier and just cancelled my internal connecting flight at 18:45pm. I had booked the internal flight at 18:45pm because I could then get a JHB Flight back to London at 10ish pm. I booked premium economy the BA changed the JHB to London flight and just cancelled my internal flight. I called them and they said they could give me an 11:15am flight from Durban to JHB I said no I had booked a 6pm internal flight to give me as much time as possible in Durban. They said no other flights. I said there is a 4:30pm flight they said not on their system. I called again and said I don't understand why could not be on the 4:30pm internal flight they said no flights available. I then did research and phoned them up and said I would like to cancel my internal flight and book with Safair then they told me I could book an internal flight at 4:30pm for £180. I still do not understand why I had to pay any money to change a flight when they just cancelled my flight then misled me by telling me that there were no internal flight available when in Fact there were and I only discovered this after paying money to the BA customer services person. | 1 |
Grupo IAG | BA charged me twice for the same flight. It's taken more than 50mins to get an answer on the phone and then they give me a phone number that is not answered. It's not my fault: you made an error - why is it so hard to get in touch? | 1 |
Grupo IAG | BA closed my compensation case without any communications.I raised a flight delay compensation case 04347867 on the 22nd November 2024, and heard nothing from BA for 3 months (today is 21st February 2025). After messaging BA's chat bot today, I was told that the case was closed, a very unpleasant surprise. I managed to chat with an advisor but she couldn't access claim system and advised me to update my case using a form. God knows when I am going hear anything from BA.I wouldn't recommend anyone to travel with BA, we had bad experience with BA on both outbound (Heathrow to Santiago) and inbound (Buenos Aires to Heathrow), the service was below average. Unfortunately flights were booked by a tour company and we didn't have any choice.Now BA cannot even handle basic customer communications properly, very disappointing. | 1 |
Grupo IAG | BA continue to charge a premium for the most disgusting service, provided by people who shouldn't be in customer service, on tired, dirty and cramped aircraft. Out of 11 flights this year, not one has managed to depart or arrive at their destinations on-time. Including having 3 business class tickets cancelled and an alternative in economy being offered, still no refunds 3 months on and had a flight late and missed connection, so BA cancelled the rest of my ticket, leaving me stranded in the US. | 1 |
Grupo IAG | BA continues on its race to the bottom. On our flight out to Amsterdam we were given a little biscuit and a plastic cup half filled with water. Cabin staff then announced the wrong local time when we arrived in Amsterdam. Return flight we were give another little biscuit but this time no water. Unbelievably the cabin staff then announced the wrong local time for London. IAG now own three of the worst airlines in the world, they must be so proud. | 2 |
Grupo IAG | BA created a new low-cost subsidiary in BA Euroflyer for flights out of London Gatwick. From a passenger point of view this is meant to mean no difference in service from BA mainline short-haul out of Heathrow. However it is most definitely inferior. Firstly is the seats - BA promised to keep their old much more comfortable Pinnacle seats up to row 12 in their refurbishment of these planes with slimline seats, however at BA Euroflyer it seems the whole plane has these installed on some planes. Despite snagging a seat in row 10, we ended up still with those horrible back breaking seats that have no lumbar support and no headrests. One positive of the new seats was meant to be at-seat power to charge devices, but this didn't have that either. The onboard service is meant to include some complimentary food and drink, namely a sweet or savoury snack and a small bottle of Harrogate Spa water. What we got was horrible Nairn's Raisin Oat biscuits, without asking if we'd like the other choice and no water. On the return flight it was explicitly announced we'd be offered a glass of water for free, but this was not offered during the service. The snack was sole choice of a pack of McVities Milk Chocolate digestive, hardly premium and downgrade from some of the more alternative and upmarket offerings we've received when flying from Heathrow. On the way back we did have non-refurbished plane with pinnacle seats, this was welcome, however clearly the plane is not maintained, as one toilet had no water flowing from the tap - very irritating when you soap up to wash your hands after going to the toilet. I went to rinse my hand in the other toilet, luckily it wasn't busy, the tap was working but the sink wasn't draining and almost overflowed. Lastly the cabin crew on BA Euroflyer are very unpolished, look miserable and extremely demotivated. A lot of them a very young, we're talking late teens and clearly very inexperienced and not likely to stay long under the conditions offered to them. BA really needs to rethink its product offering in short-haul - ultimately people choose to fly with them for variety of reasons, but invariably there is a reason like us they don't fly with their low-cost rivals because they want peace of mind, less stress and to be comfortable. So replicating the likes of Ryanair, easyJet or Wizz Air is just alienating as a customer, because we choose BA to avoid the kind of experience they offer. We were on an award ticket, but looking at cash tickets they're not even cheap nor offer better timings than those rivals, despite all this bean-counting! | 4 |
Grupo IAG | BA customer care are just foreign call centres that have no power to actually help. One of my bags has been missing for 70+ days and I've phoned every few days. After waiting over 30 mins with the most annoying lift music ever each time I was told there was no trace of my bag and I would just have to wait. The staff were argumentative when I asked then to check all the airports I had been at not just where I got delayed overnight, it didn't seem to make sense to them. Eventually I was told to stop calling that all I could do was make a claim. I made a claim and waited a couple more weeks for a reply only to be told my bag had been delivered. It's like hitting my head against a brick wall and at this point I don't even have an option to talk to a person. What happened to BA, it used to be a class of its own? | 1 |
Grupo IAG | BA customer service has reached an all time low now - spent a lot of money booking the holiday of a lifetime for my 80th birthday but all I'm getting is the runaround from pillar to post with no body willing to take ownership of my simple query how to link the flight & holiday bookings or add my hotel membership number to my booking = respectfully USELESS | 1 |
Grupo IAG | BA customer service is nonexistent, bag did not arrive at Atlanta airport after flying from Newcastle with connecting flight in Heathrow to Atlanta. Bag was in Heathrow for 5 hours an unable to get bag on connecting flight. Not able to speak to BA themselves only outsourced service in another country who had no ability to do anything except read from a script.Bag did arrive at Atlanta 2 days later and label created for FedEx to deliver which never happened and case closed by BA because they created a label not on delivery of bag. There performance was more important that repatriate me with my bag, which i never received.Second attempt by BA to get my bag made on day 5 of trip with FedEx overnight but true to form bag ever arrived, day 6 a phone call from Atlanta airport to inform me the bag didn't go and they couldn't guarantee me that bag would arrive so bag left at airport until my return flight 2 days later.Bag retrieved on my return to airport poor poor customer service. I am still receiving emails telling me they haven't found my bag and FedEx are still showing they are waiting on my bag.Would I fly with BA again, not a chance, would be nice if someone from there customer service actually took the time to speak to it customers instead of everything being online chat or email. | 1 |
Grupo IAG | BA debited my bank account and Avios points for a flight that they failed to allocate. I contacted BA reps, who advised I would have to rebook. The rep said that my money and points would be reimbursed in two days. BA provide a reference number to use for tracking complaints, which doesn't work. I contacted the customer services department; they stated that I would have to wait 4 to 8 weeks before the issue could be corrected. BA reps are always in another country, they are seldom able to help, and BA customer services do not reply to my emails. I am a frequent flying with BA, but I will do my best not to use BA in the future. | 1 |
Grupo IAG | BA decided to pull all their direct flights from London to Malaysia with 4 weeks to go. No reason given but offer to rebook with Qatar. Used their link to rebook with Qatar but "manage my booking" kept saying "something went wrong" when pressing confirm. Then 5 hours of mental torture online - chat function cut off twice. Phones too busy. Eventually rebooked online to a non-direct flight. As always, it is not the poor front line staff who ar to blame but the sly managers hiding in the background who fail to provide adequate support to customers when they decide to send out cancelled flight emails at 5pm on a Friday night. | 1 |
Grupo IAG | BA delivered my bag completely destroyed to my hotel, 3 days late, having done a surgery by amputating 2 wheels and patching up the holes with tape.How insulting that BA then pretend to be unaware of damage and needed to be "advised of it". BA already had knowledge my bag was severely damaged - so much so that they had taped the gaping holes in the bottom to stop my belongings falling out.I previously believed BA to be an upstanding company that prioritises its customers. How wrong I was!BA has refused to refund me a single penny. Absolutely absurd treatment. | 1 |
Grupo IAG | BA don't care about their customers, FACT!Unclaimed profile - says it all, but here goes ....In a nut shell - Flights were delayed, flew out next day nearly four months on still waiting for refund/compensation.A sign of things to come was at check-in. Got there 3 hrs before flight, queue backed up, 4 check in assistants, people getting anxious, 2 assistants decide that their shift is over during the mayhem and are not replaced.Get to Heathrow after missing connecting flight, 2 assistants rearranging flights for approx 100 people. 2.5hrs later the cavalry arrive in the form of 3 more assistants at the 3hr mark I get to the front desk.Over the past months ive email back and forth, told payment made only to find out that they used the wrong sort code despite forwarding it on three separate occasions!Rang them this morning and was told that I have to wait 28 days whilst they "investigate" (their ineptness?).This is a brand that CAN NOT be trusted. | 1 |
Grupo IAG | BA encourage you to download verifly to speed up your check-in, this is absolutely rubbish as the desk staff don’t seem to want this, they want to see the actual forms tests etc! This wasted about 40 minutes and is pointless. The return flight again had no access to the club lounge, you pay for extras such as this as part of the business class ticket price and should by now be made available again (last 2 flight not available at NCE but this is more a part of the Covid experience). On board staff were good although one did joke to another welcome to Ryanair. On board food was very good for a short haul flight. | 6 |
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