British Airways’ Post

This is very contrasting to my experience with BA, I’m in the Caribbean region with my family, my flight was cancelled yesterday by BA, I have tried calling all of your helplines only to be cut off after waiting up to 30 mins each time. You have lost a life long customer today.

Congratulations on this announcement. Unfortunately, I must share a contrasting experience my wife and our nanny encountered with BA in 2022. This included multiple delays and detours from MUC to AUS, lost baggage, a downgrade to economy, and a hotel stay without transit provided. These challenges were compounded by the loss of a stroller and navigating with a jetlagged 2-year-old. What surprised me most was the lack of empathy displayed, alongside the absence of a contingency plan that could have provided comfort in such situations. As a loyal BA customer for over ten years, I have always held your service in high regard. However, recent experiences have unfortunately left a lasting mixed impression on BA’s reputation — especially regarding families.

It’s been month now, we have not received our bag at Zurich airport during our Journey from Jackson hole to Zurich via Dallas and London. We have checked in two luggage bags out of which we have received only one ( AA190973) even in next flight after waiting for 5-6 hour and registered missing baggage report AHL ZRHBA30143 at Zurich Airport about missing both bag. Other bag with tag AA191039, blue color (Mokobara Brand bag) is still not traced by airport. Flight Booking Reference: 2V5XPU. I am trying to reach out to British Airways, but none of the representatives responded at all. I had planned my honeymoon in Europe and all my stuff in this bag, it was very hard to carry mentally and practically about this incident. This bag had very valuable and Memorable things. This incident ruined our trip and torturing experience for us as this is a very huge commercial loss and disturbing my family mental health as well. We have cancelled most of our Hotels/ other activities which were planned and now are not refundable. Can you Please support us to find our bag as soon as possible.

Sir or ma’am,I have sent in receipts multi times for each missing item. The receipts were intact, clear and showed date, time, items, cost, method of payment. It has been a year now. I’ve sent in bank information, addresses associated with the account and and and. Each time a different person has reached out requesting duplicate information or something different. I can not believe a year later there has still been no resolution.  It has become undue stress and an unnecessary burden for me. I trusted this airline. I have submitted the same receipts over and over. I have submitted bank info multi times and all sorts of personal info such as my social security number. I have submitted my address associated with my bank account and and and. I have grown flustered and tired. Please, look thru my files and please pay me so this case can be closed out. I have been patient and tried not to involve an attorney and turn this into a legal matter. I have tried to be kind and respond to a different individual each email asking for the same information or after seeing all information is submitted finding something new to request that was not previously asked for. Let’s end this. Please pay me. My luggage should have made it to India when I did with the contents inside. It did not. I no longer have the luggage. It was damaged, wet, torn. There was no where that as a newbie I knew to take the luggage in a foreign country where I’d just arrived and was trying to find a way to replace items because BA failed me miserably. I say again please let’s end this stress and torture.  

I wish I could agree with the customer service aspect. We left Heathrow last Tuesday to Venice and the pilot advised when we landed in Venice the he had some bad news that no luggage had been loaded on the airplane . It is now a week later and we still have not received luggage or any contact from BA. We keep calling and emailing people in your company who do not respond or apologise because they say your systems have not been updated and say they will escalate to BA head office who do not respond. We have apple AirTags in our luggage which indicates our luggage is sitting in Marco Polo airport and as been since Thursday and we keep telling BA this and you say the luggage is lost so well done for winning the award can you stop patting each other on the back and return my luggage.

BA horror flights! We were booked a direct flight from Philadelphia to Athens for our vacation only to receive a text less than 12 hours before departure time. Our flight was canceled with no explanation. The website is utterly useless. We finally rebooked through Chicago. Rinse and repeat for the return only this time we are sitting on the plane in Greece when we got the flight text cancellation. Now we are in line to try and get our flight from Heathrow to Philadelphia. They rebooked us tomorrow to pheonix Arizona then a red eye to Philadelphia!!! Never again! This is absolute nightmare customer service. Still no explanation for the cancellations. SCAM

British Airways, you've let me down. Big time. Two months ago, my travel nightmare began: -> Flight delayed -> Luggage damaged -> No real help in sight I've been patient. I've been polite. But enough is enough. Every week, I get the same robotic email: "We're working on it." Really? For two months? My broken bag sits in the corner, a constant reminder of this mess. What if I need to travel again? I'm not just a case number. I'm a person who trusted you with my time and belongings. To all my fellow travelers out there: Have you faced similar issues? How did you resolve them? And to the customer service pros: What would you do differently? It's time for real solutions, not empty promises. #CustomerServiceFail #TravelTroubles #BritishAirways

Congratulations, although BA customer service leaves much to be desired! I've been trying to have a simple issue resolved for over a month now, and have been repeatedly told it will be addressed in "24 hours" or "48 hours"; agents have said they will call me back "in 5 minutes" or "immediately", then never follow through, I've been misinformed/given contradictory information multiple times...etc. I'm not sure what is going on, but hope this can be resolved so I can actually book the flights for my family and experience this award-winning service...

I guess you have to wonder what the criteria is for such an award ? No doubt their staff are great with families but economic decisions and strategy dictates everything they do . So looking after the health of their passengers and crew is very low on the agenda when they routinely poison the cabin air with organophosphate when they could change their engine oil and put on filters to protect peoples lives . Also constantly putting aside millions to fight legal cases brought by their crew to counter poor employment practices . These industry accolades seem very hollow . Integrity and genuine concern for passengers and crew would be a much better accolade