British Airways (UK) Customer Service Issues

I booked business class flights to Hong Kong for February [redacted] using Avios, a Companion Voucher, and cash. Unfortunately, Hong Kong may not open its borders until later in the year. I want to change my flights to a different destination like Singapore and need to contact BA for help. I was on hold with BA for 90 minutes only to have them disconnect the call, which was very frustrating.

I need to cancel our trip to Dubai on Friday due to my mother-in-law's critical condition. The hospital advised us she may not have much time left. I've tried reaching BA customer service without success. Our booking reference is QLYVOU under Steven, Joanne, Ben, and Zak Rickless. Please reach me at [redacted]0 or my Executive BA husband at 0[redacted]. Thanks, Joanne

I am looking to book flights for my family to Johannesburg and then Cape Town next December. There will be 15 of us traveling. I am seeking assistance with arranging the best itinerary for our trip. The tentative dates are departing on the 15th from LHR to JB, flying 4 days later from JB to CT, flying back home on the 24th, and the rest traveling back in early January. Ideally, my wife and I would like to fly in Club Class a few days earlier, use an Amex companion voucher, and join the family in JB, returning in early January. The other 13 family members would be traveling in economy class. Both my wife and I are BA Executive Club members. Thank you in advance for your assistance. - Stephen and Susan Lynch

I have two bookings, one with Opodo and another with Expedia for the same flight. Unfortunately, I couldn't cancel the Opodo ticket. I received two emails from BA regarding forms to fill out, each with a different reference number: UEAJO3 and SD4KKG. I need to identify which one is associated with the Expedia booking, as that is the one I intend to keep. Thank you, Christine A.

Hello, I'm interested in booking a ticket and I was wondering about the cancellation policies. Refunds: Refunds are not provided except for government and airport taxes. Service fees: Cancellation online incurs a fee of £15, while cancellation by phone is £30. Changing the date or time online is free, but costs £30 if done by phone. If I test positive for PCR and cannot fly, will I only be charged £15 for cancellation and receive a full refund for the ticket? Thank you.

Subject: Refund Request for Booking Reference Number: [redacted] Dear Sir or Madam, I am currently facing a difficult time following the recent passing of my mother. Her body is being transferred for burial in Najaf, requiring me to extend my stay there. In light of these circumstances, I kindly request a refund for the return ticket. I am able to provide the necessary documentation, including my mother's death certificate. My original flight was scheduled for 4/11, and I reached out via email on 3/12, but have not yet received a response. Thank you for your understanding. Warm regards, A.M.

I tested positive for Covid-19 with my son after Christmas. We are flying back to South Africa on January 15th. Concerned about a possible false positive on our pre-flight PCR test. Confusion exists between SA government guidelines, IATA website, and airline guidance regarding acceptance of a Covid-19 recovery certificate. Seeking clarification from British Airways on whether they will allow us to check in and board with a Covid-19 Recovery Certificate, original positive PCR test, and pre-flight PCR tests showing the false positive. As South African residents, my children who are citizens need to return to school. A prompt response from BA directly would be appreciated.

Ref: LHR BA [redacted] Dear Customer Service, I am writing to provide details about our recent lost luggage experience with your airline. Upon arriving in London on Thu 6th January on flight BA969, my family filed a lost luggage report at the airport for two missing suitcases. One piece was eventually located and delivered on 8th January at 4pm, which was a delay of 50 hours after our arrival in the UK. After contacting your luggage tracking department on 9th January, I was informed that the second missing item had been found and would be delivered on Monday, 10th. However, no delivery was made, contrary to the information provided to me over the phone. As of today, 11th at 9pm, the second item has still not been delivered, causing significant inconvenience especially considering the poor communication throughout this process. Given the delay, my family had to purchase essential items like toiletries, clothing, and jackets, as the missing suitcase contains valuable items worth over [redacted] GBP, including coats and Christmas presents. I would appreciate your assistance in locating and delivering the missing bag promptly to avoid further inconvenience and costs. Additionally, please let me know if I should forward receipts for the items purchased due to the delayed luggage, or if we should wait for the missing bag to be returned before proceeding with reimbursement. Thank you for your attention to this matter. Sincerely, Jan T.

I encountered a bad experience at Madrid Airport where I was denied boarding due to an incorrect form, despite providing valid exemption evidence. I was then asked to complete another form only to have my order number rejected without any clarification. This led to purchasing a new IBERIA EXPRESS ticket to Heathrow and booking a hotel for the next day. The customer service at the airport was extremely unprofessional and unacceptable. I have reached out to IBERIA for a refund, but they keep redirecting me to British Airways. I kindly request a review of this situation and a follow-up. I am considering legal action regarding this matter.

Hello, my name is Evans. I recently made a booking with reservation number JOYFWF for a flight to Malaga on 2 to 9 April on British Airways after a three-year break. I was meeting with friends from Canada and Ireland, but due to changes in their plans, I had to adjust mine as well. I tried to modify my flights using the "Manage My Booking" link online as I couldn't reach the airline via phone. Upon changing the date, I was surprised to see an additional cost of £[redacted] on top of the original £[redacted]. Despite my attempts to question this cost over the phone, I was informed that the ticket had already been issued with the payment. I am a longstanding member of the Executive Club for over 50 years and have traveled regularly to the USA, France, and Portugal. I hope British Airways can reconsider the high cost of the change and maintain me as a loyal customer. I still plan to use the ticket for the new dates and am hopeful for a positive resolution.

I have been rescheduled for a flight from London City Airport to Frankfurt on Sunday, February 20th, [redacted], at 19:05. Unfortunately, this new arrangement has caused me a dilemma. I am seeking to cancel this return flight. Typically, cancellations can be managed online, but in this instance, I have been instructed to call a phone number. Upon calling, I received an automated message indicating that the call volume is high and to try again later. This appears to be a common response. With only 24 hours remaining before the rescheduled flight, time is limited to cancel. Your assistance in this matter would be greatly appreciated. Best regards, C. Hewett

I had a flight cancellation on the 15th of March. The alternative flight offered to me was not convenient. I tried to cancel online without success. When speaking with an agent, I mentioned not receiving any notification about the cancellation; I only found out while booking my seats. It seems the email was sent to the wrong address. I requested a cancellation confirmation email, but the agent refused, mentioning not being from the refund department. I seek reassurance about receiving my refund. The agent informed me it might take 2 to 3 weeks, suggesting to contact in April if not received. I was dissatisfied with her handling of the situation, finding her unhelpful and lacking customer service skills. Flight KID7WE. Thank you.

Dear Madam/Sir, I recently purchased tickets from Luxembourg to Rome (26-29 May) with the return tickets booked through trip.com. However, upon reviewing the itinerary, I realized the return flight includes a layover in London, which as a Turkish citizen, requires a transit visa that I do not possess. I would like to cancel the flight with booking number [redacted]6 and receive a refund of [redacted] euros to my credit card. I have already reached out to trip.com regarding this issue and they mentioned they would contact you as well. Airline: British Airlines Ticket Number: [redacted][redacted] Airline Booking Reference: KH77EP Thank you for your assistance in this matter.

I have been a loyal British Airways customer since the early 70s. I am a British Airways Executive Club member #[redacted]6. Despite my commitment to BA, I have faced disappointment twice recently. The first incident occurred in October [redacted] when a delayed flight caused my wife and me to miss our connecting flight to Manchester; we received no assistance and have yet to be reimbursed for the missed flight. Today's events have been even more frustrating. Due to health reasons following heart surgery, we decided to cancel our Manchester to London flight and travel to London to catch our flight to Bermuda from Heathrow. My wife's booking was successfully altered, but I encountered difficulties as my ticket was booked through a Bermuda travel agency, making changes impossible. After exhaustive efforts, it was clear that the only way to join my wife on the flight to Bermuda tomorrow was to purchase a train ticket back to Manchester to catch a connecting flight to Heathrow. I am greatly disappointed by these circumstances and the lack of flexibility demonstrated by BA in this situation. I hope to see improvements in the future to restore my faith in British Airways.

I am writing to address an issue we encountered with our booking for flight BA0967 from Hamburg to London LRH on 21 Apr at 19:40, where we intended to travel with only cabin luggage. Upon arrival at the check-in desks in row 9 between 18:20 and 18:30, we did not see any BA staff present. Despite the absence of self-service check-in for BA flights, we patiently waited assuming a delay in check-in. We observed only activity at the "Wizz" desks. As the time approached 19:00, I made an attempt to contact the boarding gate but was informed by airport staff that no BA office or contact point exists at Hamburg airport. Unfortunately, it was impossible to proceed through security without our boarding cards. After contacting customer service in the UK and being advised to reach out to GroundStar, we eventually located the local agent (Global) by which time it was too late. Consequently, we had to book an alternative flight (BA0963, 22 Apr 6:50) and a hotel for the night. We kindly request a refund for the incurred expenses.

On the 20th of February [redacted], while waiting to check my baggage for my Bangalore to London flight, a distressed passenger asked to check in a bag on my booking as theirs was overweight. Despite a counter staff member expressing concern, I agreed to help. However, due to the rush, the passenger's bag contained a power bank inadvertently, causing them to be removed from the flight and me to be denied boarding, which left me in a very distressing situation. I had to secure a last-minute flight with another airline at a significant expense to attend a memorial event. This experience was highly unusual for me after 50 years of travel and was quite traumatic. I refrained from reporting the incident initially out of fear of potential repercussions from British Airways on my return ticket. Despite being a law-abiding individual at 65, I felt unfairly treated as if I had committed a crime. When I questioned the BA officials at the airport about their handling of the situation, they provided false information, alleging that I had misrepresented the other passenger as a relative during check-in.

I have been struggling to obtain a refund from British Airways since December [redacted]. I visited Heathrow Airport, where I booked a flight to Gibraltar costing over £[redacted] at their check-in desk using my Visa debit card. Despite opening an online dispute, they keep insisting on a transaction code that my bank in Ireland does not have. The online dispute number is [redacted]0. During my boarding process, British Airways staff handed my boarding pass and passport to the police, preventing me from boarding the flight. Every time I reach out to them, they make empty promises to return my calls but never do. This situation is negatively impacting my health, and I am seeking assistance due to my disabilities.

I would like to request a refund for the ticket I purchased for the Cape Town to Johannesburg leg of my British Airways booking from Cape Town (CPT) to London (LHR). My name is Rosemary Anne Felgate and I paid for a round trip ticket, with the details of the outbound flight being on 16th March [redacted] (Flight BA6420 CPT to JHB and BA0059 JHB to LHR) and the return flight on 24th April [redacted] (LHR to CPT direct BA0059). Upon arriving at the Cape Town airport, I found out that BA (Comair) had been grounded in South Africa with no prior communication or alternative arrangements made. I was informed by BA staff that I needed to find my own way to Johannesburg and assured I would be refunded the cost. I ended up booking a flight with Airlink (flight 4Z617 CPT to Kimberly and flight 4Z278 Kimberly to JHB) at the cost of R5999.30, as I could not reach my destination otherwise. Despite my attempts and complaints, BA has refused to refund the cost of the Airlink flight. I have requested a transcript of all correspondence and details of the BA representative handling my case. I even mentioned involving the CEO of BA, Mr. Sean Doyle, if my refund requests are not addressed promptly.

I made a payment for a flight from Paris to London on September 18 at 6:10 p.m., which got cancelled. I reached out to the travel agency, Jettzy, which I booked through, to address this issue. They informed me that you were not issuing refunds (despite the cancellation being done by your agency). Additionally, they rescheduled my flight for September 17 at 8 a.m., even though I couldn't be in Paris on that date. Unfortunately, I can no longer locate my canceled reservation on your website to request a refund. Now, I have to purchase another ticket for €[redacted] for a flight or train to London due to a layover in Perth, despite already paying for the initial ticket. Jettzy's handling of the situation has been dishonest. Can you please assist me with this matter? Booking number: 5I8ZJI Thank you, L. Tollini

I made a booking and payment for a flight from Paris to London on September 18 at 6:10 PM, which got canceled. I reached out to the travel agency I used, Jettzy, seeking a resolution. They informed me that despite their agency canceling the flight, you were not issuing refunds. Furthermore, they rebooked me on a flight for September 17 at 8:00 AM, even though I explained this timing didn't work. I can't locate my canceled reservation on your website to request a refund. Jettzy seems untrustworthy, and I now have to buy a new plane or train ticket costing [redacted]€ to get to London, including a stopover in Perth, even though I had already paid for the original ticket. Can you offer any assistance, please? Booking number: 5I8ZJI.