This week, we’ve announced our Q2 financial results for 2024, where we delivered an operating profit of £545m. We’ve seen a sustained demand for travel as customers continued to prioritise and value travelling for business, leisure or to reconnect with loved ones overseas, with more than 11 million customers choosing to fly with us during the quarter. While this is another successful quarter for British Airways, we’re operating in a challenging environment, with many factors outside of our control, like adverse weather conditions, air traffic control restrictions and airspace limitations, causing disruption to our customers’ travel plans at times. When this happens, our teams work around the clock to support our customers as quickly as possible. We know there are also things within our control that we need to get better at and we’re focused on making changes that will make a big difference to our operation, to our customers, and to our people. We’ve embarked on a £7billion investment programme to transform our business and have already delivered more than 300 initiatives in the last six months as part of our plan to modernise and create a Better BA for our customers and our people. Here are some highlights from the first six months of the year #BritishAirways
P M.
2mo
You have also failed to pay back customers who you cancelled flights in you owe millions in unpaid claims When are you going to pay people???
Aimen Hassanien
2mo
Great news British Airways for your Cairo route please reinstate a long haul aircraft. Having an A320 in a crammed euro configuration is not sustainable for passengers on this route.
Adrian Dunne
2mo
Well done BA, 👏 great results and progress.
Priya Spolia
2mo
Maybe it’s wise to invest in your Customers Service as it sounds like you have a serious backlog. It’s taking 5 months and the wait for a response is as long as a piece of string- no human to speak to. With its current backlog as an indication of British Airways not treating their passengers as individuals in context of you reporting profits, I will NEVER fly British Airways. This culture should not be acceptable. Are we living in a world where customer service of negligent organisations can hide behind their size and AI. I’m done complaining now to deaf corporate ears. And don’t ask me to raise another ticket.
With the amount of negative comments, I thought I ran into a post about KLM… 😂 I can’t honestly say BA has bad customer service though. When they cancelled my flight from FRA 2 weeks ago back to LCY, due to the IT outage, I got through to someone within 5 minutes and they rebooked me on the first available flight (on Lufthansa) the morning after and reimbursed me all my costs (hotel and meals) within the same week. I ❤️ BA #happycustomer #favoriteairline #BA
Lee Sutton
2mo
Be nice if your complaints department were as efficient 2 months and they keep sending holding emails advising they are busy and will be in touch.
Ben Buchanan
2mo
British Airways, "We know there are things also in our control that we need to get better at" ... The no.1 priority in an highly competitive service industry, is customer experience. Please be mindful of rival standards, meet as a minimum, exceed where possible. Sadly, you failed epically last week BA, when you told my 10 year old daughter that she wasn't welcome in the executive lounge as she was in economy, (flying with other family members) despite her parents both being executive club members and flying club that day. Your reception staff told us "you and your wife can come in, however your daughter will need to wait outside". Virgin upper includes guests, but policy aside, customer facing staff should have the autonomy and better judgement than this. Please do better BA 🙏
Ellen D.
2mo
Great results, but it would be even better if the APP and the website would work properly. The last 3 flights have always been a challenge.
Sales Manager at Palladian Publications Ltd
2moBA should implement an easier contact point when things go wrong for customers. Their customer service for complaints and the way they deal with complaints once they are submitted is appalling!