We booked a cruise to Japan in Sept 2024 and our TA booked us flights with BA via Frankfurt in Germany. The Frankfurt leg being with JAL (a BA business partner). We booked seats on the flights with JAL (free) and BA charged us £18 each for both legs of the Frankfurt flights. BA then changed our return flights to an earlier return which didn't align with the cruise ships arrival into Yokohama. We therefore had no choice but to change our flights to direct ones which had better times for the cruise return (they were more expensive). We submitted a request for the refund of the original seat bookings almost 2 months ago and have heard nothing from BA. Also due to the change of flights we can no longer access manage my booking and have not (despite 3 phone calls) received confirmation of our seat bookings on our new flights. We tried to submit a "feedback/complaint" but the system shows the same "system errors" as it does when we try to access manage my bookings. We have sent a recorded delivery letter to BA Customer Services at Houndslow requesting a refund and the various confirmations promised and have heard absolutely nothing back. We will therefore be submitting a small claim court claim against BA for the return of monies owed and compensation for the shocking customer service. BA has always been our "go to" airline but this will be the last time as they are clearly going downhill in terms of both the service and customer support.

I have just spent 95mins with a customer service agent on BA website just to cirm a seat assignment. First off, I purchased a business class ticket on American Airlines because I need lie-flat seats at this point in my life. I was excited to fly in the A380 and believed BA to be a great airlines. It wasn't until AFTER I paid full business class fare that I had to go on to BA website for my seat selection and learned I needed to pay and additional $193 per leg to sit in a window seat of my choosing. Then, the seat assignment wasn't showing up on my reservation- I spent nearly 2 HRS with an online customer representative who FIANLLY found my payment after I had to sent her multiple times my credit card confirmation of payment and my BA email confirmation- she kept telling me this wasn't made thru BA...CRAZY Try purchasing a seat with out confirmation...stupid. Just terrible terrible customer service and nick picking $$$ without full disclosure- paying for a seat assignment after paying a full fare business class ticket. I wish I could cancel but cant. Wish me luck.

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.

I am very highly disappointed with the way we were treated by British Airways. We left our homes at 4 am (IST) and by 8 am (ist) we boarded our flight. We were given food at 9:30 am(ist), but we were heavily disheartened to find out we would get our food once again only at 5 pm(ist). While other families dodged the problem of hunger by packing food in advance , we were never warned or felt the need to pack food as this is our first time taking a direct flight from Chennai to London… Cabin crew were highly unresponsive . Instead of voluntarily going out of their way to give the best service to their passengers, we felt that the duties they did were very forced. They never showed any sort of concern or care especially for the elderly or those families who have babies/very young kids. On the bright side, we appreciate the wheelchairs present for those with special needs/elderly people and we also appreciate the way the Chennai team co-operated with the passengers and were ready for standby.in London they asked can you push the wheelchair for your mother yourself ? I said yes . Poor London ground staff . Also British airways is just airways not real British. Don’t go with over expectation . Just below average . Only way I chose this was direct connection.

I usually do not write reviews, but this was a very positive experience, I wanted to share. Due to a accident on the way to the airport, we have not been able to travel and called the customer service. The team has been amazing, they could hold our flights to rebook at a later time (after sending in the medical documents). We are no native speakers, but they explained all steps very clear and have been a great help. I am very impressed.