British Airways (UK) Customer Service Issues

I traveled from Manchester to Miami and then went on a Caribbean cruise. My suitcase was supposed to be routed directly to Miami when I boarded in Manchester, but due to a technical error, I missed my connection at London Heathrow. The only available flights to catch the cruise were from London Heathrow to Chicago on British Airways and then from Chicago to Miami with American Airlines. Unfortunately, my baggage did not make it onto the British Airways flight to Chicago. It was only returned to me on the cruise ship 4 and a half days later. My insurance company requires written confirmation from British Airways regarding the length of the baggage delay. Please send the information to my email at [redacted] Thank you, Ms. Julie Clayton.

I noticed a significant decrease in Our household Avios account balance recently. On April 25th, our points dropped from [redacted],[redacted] to 46,[redacted]. Last August [redacted], I contacted customer service regarding a lack of correspondence from the company due to family illnesses and my personal injury. Following their advice, I made a purchase using the British Airways Visa in September [redacted] to keep our Household account active. Surprisingly, I never received any notifications about the miles potentially expiring. The only way I discovered this was by checking online for flights to the UK to visit my family. I have a deep connection with British Airways since the BOAC days and have been a loyal customer for 58 years. Losing this substantial amount of miles is distressing given the circumstances I've faced. I kindly request assistance in restoring our miles. My frequent flyer number is [redacted]0, my Mum's is [redacted]4, and my Dad's is [redacted]5. Your prompt help in this matter would be greatly appreciated. Thank you, Eileen G.

Hello, my name is Monia. I've been attempting to reserve a flight with BA from London Gatwick to Madrid departing on June 21st at 10:50 am and returning to Heathrow on June 25th at 3:00 pm. Despite trying for around 10 hours, I faced several issues. Initially, the system seemed stuck in a loop, leaving me unsure if the booking went through or if I was charged. Subsequently, after entering my card details, I encountered availability issues multiple times, with the flight no longer being accessible. Even when the flight was available, the system would loop, and I was falsely informed that someone else booked the flight. When I accessed the flight through a different search engine, BA indicated the same flight at a higher price of £60 more than the original cost I saw (£[redacted]). This level of service from BA is unsatisfactory. I anticipate a prompt resolution and request to secure the flight at the initial price of £[redacted] without delays. Thank you for your assistance. Regards, Monia Antonioli.

After being cleared to fly post-surgery, I booked British Airways Flight [redacted] to Alicante for June 3. Despite buying a new case for my walking stick, at Gatwick check-in, my bag was over the limit prompting a £65 fee or a failed upgrade attempt. Upon landing, I received a message that my bag wasn't on my flight, only later arriving on Flight [redacted], with a delay in getting it back to me. Despite several calls for urgency due to essential medication in my bag, I'm disappointed by the lack of communication and service as a BA Executive Club member. I expect a refund for the mishandled baggage and hope for a prompt resolution.

I need assistance with my baggage allowance for my upcoming flights on BA. I have paid for extra baggage for two passengers traveling from Athens to Heathrow on 5/11/18 and returning on 27/11/18, but I only plan to bring one piece of luggage per person. I am uncertain if the payment made will cover one bag per passenger or if we will be required to bring two bags per passenger as initially paid for. Thank you, A.M.

Our group of 12, including 6 kids, is on BA194 departing from Houston IAH at 4:05 today, June 15. We have a connecting flight, BA65, at 10:25. Due to a delay, we'll now only have 1 hour between flights when we arrive at Heathrow's terminal 5 and depart from terminal 3. Traveling with children, we need assistance. Having a trolley would help, but more importantly, could an airport official meet us to speed up security? I've experienced slow security at Heathrow before. Missing our connection means missing our safari departure. Please help.

Hello, I recently booked a round-trip flight from Jersey to Gatwick for January 18, [redacted], returning on January 27, [redacted]. After realizing my mistake, I discovered that our flight from Abu Dhabi is actually overnight on January 27, landing on the 28th in the early morning. I tried contacting BA customer service multiple times today and finally reached them thirty minutes ago. I asked to change my flight, but was told I had to pay £60 per ticket as it was 25 hours after booking. The customer service representative, Arko, showed no understanding for the stress I experienced throughout the day. He strictly followed the rules without any empathy. I simply wanted to adjust my flights. My reference is SRULSP. My name is Gwen Morgan Dunne. Thank you.

To the Manager, Booking Reference: 7CGJFE I booked my ticket through Travel Trolley agency for a flight to Dubai on July 4th, [redacted], from Heathrow Terminal 5. Upon reaching the check-in desk with my passport and ticket, I was not allowed to board the plane because the surname on the ticket (Shah Din) did not match Khan. The attendant instructed me to contact the agent to correct the surname. I reached out to the travel agent who offered to issue a new ticket for July 5th, [redacted], with a return on August 23rd, [redacted], for an additional £[redacted]. When I requested a refund, they only offered £[redacted] but later increased it to £[redacted] after a phone call. I am now requesting a refund via email. As customers of British Airways, we have not received any assistance regarding this issue. I am seeking help from Travel Trolley to resolve this matter as they issued the ticket and claimed there was no space on the plane for me, which seems untrue. I kindly request assistance from British Airways. Thank you, Shah Din Khan

Dear BA Colleagues, I wanted to share my recent trip experience to Accra, Ghana from Geneva, which unfortunately was quite disappointing. The flight had a two-hour delay in London due to air conditioning issues on the aircraft, and the communication about the delay could have been better. Upon arrival in Accra, I was informed that none of my 8 suitcases, including hand luggage, had made it. This posed a major problem as my son and his cousins needed specific red and white attire for a program in Mampong. We had to buy new clothes for them, which was inconvenient and costly. Thankfully, all my luggage arrived the next day, albeit late in the evening. I believe a better solution could have been provided by delivering the bags to my home. Due to the inconveniences faced during the trip, I feel unable to recommend BA to others. I am seeking compensation for the two-hour flight delay, the delayed luggage, the additional clothing purchase, and the damaged suitcase with a broken wheel. Thank you for your attention to this matter.

In November, we paid a significant amount to have all seats together on our flight. However, our seats were changed unexpectedly, and when we tried to rectify it, the plane's layout had changed. Upon check-in, the seating arrangement had reverted, and the back rows we preferred were no longer an option. Traveling with my sister, Jill, and her husband, Dave, on booking reference no UVLNKM, we aimed for the last three rows with two seats each, which we had reserved in November. This trip is mine and Karl's honeymoon, with Jill and Dave accompanying us to assist with the children. Additionally, we were not presented with food options as they had run out, leaving only curry, which the children could not eat. We would greatly appreciate a complimentary upgrade on our return flight. Thank you from Jill, Dave, Lisa, Karl, Lennon, and Bentley.

Upon arriving at Orlando International Airport to pick up my rental car, the Avis representative initially directed me to non-existent spot H27 and eventually to spot P3. The Ford Flex provided was dirty both inside and out, with significant scratches on three panels of the driver's side. Despite being advertised for 6 people, the luggage space was insufficient, and the vehicle had 39,[redacted] miles on the odometer. When I returned to address these issues, I was informed that no other cars were available. After a long day of travel from the UK, I lacked the energy to continue disputing and still faced a 2.5-hour drive to Lake City. My request is simple - I am seeking an exchange for a newer, clean vehicle that can accommodate our 4 suitcases.

Upon landing in Florence, Italy from England, we encountered a delay due to thunderstorms which led to a 1.5-hour delay in receiving our luggage. Unfortunately, when our bags finally arrived, they were significantly water damaged, likely due to being exposed to the rain. We traveled to attend a friend's four-day wedding, and many of our belongings are now unusable and require dry cleaning to restore them. I have captured images of the affected items, which include costly garments. I can share these pictures if required, and a review of our flight details will verify these occurrences. We kindly request that British Airways address this matter promptly and provide guidance on how we can seek compensation for the damages. Thank you, T. and M. W. British Airways Flight [redacted]

My daughter-in-law and granddaughter were removed from their flight to Hong Kong at terminal 5 after an incident where a man bumped into my 2-year-old granddaughter's head. British Airways had promised medical assistance for them to travel later, but none was provided, and they were rushed off the plane. Heathrow customer service could not assist. The booking reference is PALV3B for Pracey-Smith. My daughter-in-law and granddaughter are now stranded with a new flight scheduled for Tuesday, the 28th. This lack of care from British Airways after flying with them for over 50 years is unacceptable. I may consider sharing this incident on social media. For urgent assistance, please contact me via email at [redacted] or phone at 00 [redacted]2.

I would like to praise one of your cabin crew members from last night's BA [redacted] flight from Edinburgh to LHR. Her name is Emma, and she was supposed to work on a Stockholm flight today. During our descent into LHR, my partner fell and injured his ankle in the onboard toilet, going into shock. Emma assisted us off the plane and guided us to the T5 pod service. She displayed exceptional kindness, and we felt we didn't thank her enough. Please pass on our gratitude to her. Emma is a valuable asset to BA's cabin crew, and we are thankful for her help in ensuring we safely arrived back home in Winchester last night without any further issues.

I reserved a round trip from Miami to Milan with you (Confirmation # TENZ95). However, the flight was operated by American Airlines, which was disappointing. Traveling with my 12-year-old son, we had an unsatisfactory experience. Situated at the back of the plane, we received a "partial meal" for dinner, no drinks were offered, and my son missed out on breakfast. Concerned about our return trip on October 8th, also operated by American Airlines, I hope to ensure we receive the full services we paid for like other passengers. Thank you. - Massimiliano Macinante

Hello, During my trip from Mumbai to Boston with a layover in London, I encountered some challenges. Initially, my tickets were rescheduled due to a technical error on the British Airways website, causing me to be moved from business class. Despite this setback, British Airways arranged for me to board another carrier's flight at a similar time. Upon arrival in Boston, I discovered that my baggage had been delayed by a day, leaving me without essential items for my business visit. This unexpected situation may lead to additional expenses and inconvenience. I kindly request compensation for the inconvenience and prompt delivery of my baggage. I am concerned as I have upcoming return travel with British Airways. This has been an unfortunate and frustrating experience for me. Best, S. Mittal Travel Date: 6th October Phone: [redacted]

Hello, I traveled from Mumbai to Boston with a layover in London. My journey began poorly as I discovered that my ticket was rescheduled due to a technical issue on the British Airways website, and I was downgraded from business class. After much effort, British Airways arranged for me to fly with another carrier around the same time. Upon arrival in Boston, I learned that my baggage was delayed by a day. I stand here in Boston without any of my belongings or essential items through no fault of my own. I am here for a business visit with crucial meetings to attend, and now I may need to spend a considerable amount of money to rectify the situation. I kindly request compensation and the prompt return of my baggage. I am particularly anxious as I have a return flight booked with British Airways. This has been my most unpleasant experience to date. Sincerely, S. M.

We had originally booked flight BA0162 from TLV to London on April 14, [redacted], with seats selected. However, upon checking last week, we discovered that all our reserved seats had been removed. After speaking to several BA reservation agents, we have secured one confirmed seat, 6F. Unfortunately, we are still awaiting confirmation for the second seat and are unsure if we can proceed with the flight. It is puzzling why our reserved seats were canceled without alternative arrangements being made, especially considering the business cabin was empty at the time of booking. We are disappointed by this turn of events and believe BA should assign us adjacent seats in the business class, as initially confirmed in our reservation. We have not received any notification from BA regarding this situation. Thank you. Petru Dan Sapira

Dear Customer Service, I am writing to share my recent experience traveling with British Airways. On Oct. 12, [redacted], I flew from JFK to London with Flight [redacted] on Aircraft [redacted]. My confirmation number was VJM4CT. Upon arrival in London, my mother and I needed to catch a connecting flight to Sofia, Bulgaria on Flight [redacted], Aircraft [redacted], with the same confirmation number. Unfortunately, I encountered a rude customer service agent in a turban at the airport who displayed disrespectful behavior towards passengers regarding liquids. His conduct, along with that of some colleagues, was unsettling and concerning. Despite the contrast of encountering a kind gentleman who assisted with a wheelchair, the overall experience left me feeling quite shaken. While I have not had the opportunity to address this directly due to personal commitments, I felt compelled to bring this matter to British Airways' attention. I sincerely hope that the airline will address these customer service issues and provide better training to their staff. Best regards, Tzvetanka D.

Hello, I flew with your airline on the 21st of December. My initial flight from Jersey to Gatwick was delayed, causing me to miss my connection. I was rerouted to another flight, but I have yet to fly with Air France. I am uncertain if they will allow me to board as they noted the flight is overbooked. Prior to my connection, a member of your team held a flight for me to Madrid. Even though it is still displaying on my app as BA7069, I did not board it since I was rebooked on a different flight. I am concerned about my return flights and hope they will not be affected. Despite the challenges during my trip, I am still traveling. Please cancel the aforementioned flight. Azucena