I do not usually write reviews, but I felt that this needed to be said! I have flown with BA for many years and have had a great experience with them; however, the customer service for changing the date of a booking due to a family emergency was awful. I called and asked if I could change my flight to a week earlier due to an emergency and I was told that the flight date could not be changed due to the type of ticket I purchased. I was told that I should book a one-way flight to the UK and return on the ticket I already have. I did this and paid the additional $455.00 just to get home. The day before I was due to come back to America, I checked my flights with Expedia, and they were all ok, but I could not check in online which was unusual. I called BA to see what I was doing wrong, and they told me my flight back to America had been cancelled due to being a no show for my original flight. This was news to me as I had already left, and ask BA specifically what I needed to do to get to England earlier. Their response after hours of waiting and talking to both BA staff and Expedia staff is that they were not going to do anything for me, and I would have to pay an additional two thousand two hundred pounds ++ to get a one-way flight back to America on short notice. I asked to talk to a supervisor and was told that I could not as they would not say anything different. The person was rude and unhelpful in every way possible. As my original ticket was booked with American Airlines which is affiliated with BA, they tried to help me as much as possible, but BA would not budge on the price, American Airlines did the best they could and took 450 dollars off of the price as that was half of the price I paid for my ticket. However, it was still out of my budget. I feel that BA could have worked something out for me in the first place with changing the date of my departure from Washington DC, I would have paid the extra, however this did not happen, I ended up spending over 3 thousand dollars for a trip that I paid $787 for in the first place. BA's customer service has progressively got worse over the last few years, and I will not be booking any more flights with them.

I would also say that if anyone want to talk to a person the company I called was Dial-a -Flight a UK based firm. Both Amelia and Leo were Awesome and took great care to meet my short notice (due to BA's incompetence) travel needs.

Terrible customer service and impossible to find the information you’re looking for. I called customer service prior to my flight to ask whether the added luggage i paid for prior to my flight was round trip, and that the price was included for both ways both from Norway to Los Angeles as I would simply not bring a suitcase if I would have to pay more - something I was assured it was and that I would not have to pay for checking in my luggage on the way back home. When I arrived the airport to fly home I was however told I had to pay the same amount AGAIN to check in my bag, and that this was not included. I was denied a refund as it is “policy” even though their CUSTOMER SERVICE told me otherwise and misinformed me. TEACH YOUR EMPLOYEES THE RIGHT POLICIES SO THEY NOT MISINFORM YOUR CUSTOMERS CAUSING THEM TO PAY TWICE AS MUCH AS THEY WERE INFORMED THEY HAD TO. Still think it’s crazy to not give out refunds for these situations. I understand this is your policy, but not making assumptions when the inconvenience is caused by your own poor customer service is embarrassing for a company like this. DO NOT TRUST INFORMATION GIVEN BY THIS AIRLINE.

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.