British Airways Customer Service Issues

I and my husband were scheduled to take BA0896 on 03/07 from LHR to Pula, Croatia. Unfortunately, on 14/06, I had an accident with a head injury and internal bleeding while in Belgrade, Serbia. This prevented me from traveling back to London, and I had to be hospitalized. After being discharged, I was advised to rest until a follow-up on 06/07, which went well. We are now hoping that missing our initial flight will not affect our return flight, BA897 from Pula to LHR on 07/08 at 9.30pm. Our booking reference is OLD8WC. I can provide my discharge summary in English for verification purposes. We trust that considering the circumstances, we will be allowed to board the return flight we had already booked. Thank you. Best regards, Svetlana Todorovic

Hello, I recently attempted to book a ticket with BA through their app. Despite being notified that my card was declined, it seems that the payment is still processing. I explored other options but realized that BA has already charged me without providing a confirmation email, booking reference, or SMS. This leaves me unsure if the booking was successful or not. I cannot rebook as the funds have been deducted by BA. With flight prices increasing, I urgently need to resolve this issue as I must be in the US by Sunday. How can I address this situation promptly?

My wife and son were scheduled to travel from Aberdeen to London on July 13th with a return flight a few days later. Regrettably, my son fell ill at the airport, preventing them from flying. He was recovering from a viral infection for about a week afterward. The airline has all the details of this situation under Case ref: W2ELLQ and Case ref: [redacted]3. Although I was not present at the time, I reached out to B.A and was requested to provide authorization to handle the refund process. I promptly sent the required document to F.A.O Duhita Karkera at Customer Services. However, as of July 19th, I have not received any response. I am aware that the policy includes a deduction for illness-related cancellations, but I believe a refund should still be issued, especially since my wife informed the staff that they wouldn't be flying and facilitated another passenger to take the available seat. It seems the airline may have been paid twice for at least one seat. Looking forward to hearing from you. James H. Paterson.

During my trip to Antigua on the 19/07/[redacted] on flight BA2157 with my family, we were assigned seats 38A to 38D. When I settled into seat 38D, I found it wet underneath a blanket. I reported the issue to a female steward who initially provided two blankets as a temporary solution. Despite her efforts, she could not find me an alternative seat, leaving me uncomfortable for the entire 8.5-hour flight. Upon returning, I requested my hand luggage with a bottle of alcohol to be stored in the hold due to security restrictions. Despite having paid for extra luggage allowance on my outbound journey, I was charged an additional $[redacted] at check-in for exceeding the cabin luggage weight limit. I attempted to explain my situation to the staff, but they insisted on the extra fee. I am seeking clarification on why this charge was necessary. Flight details include BA2157 outbound and BA2256 return. Additional baggage payment receipt: 01 AUG18 [redacted]2 REFVBQ9RP.

My son's hiking stroller was lost while gate checked on a flight from Denver, USA to Heathrow. This happened due to a British Airways employee writing my wife's name incorrectly. All of my infant's belongings, including the stroller, have been missing since 8/8/18. It is now 14/8/18, and British Airways has informed me that my luggage is lost again, with no delivery timeframe given. I have spent over 10 hours on the phone dealing with extremely incompetent and unhelpful customer service. Despite being on hold for over an hour and experiencing multiple disconnections, I have been unsuccessful in reaching anyone. Currently on a hiking trip in the Scottish isles without a child carrier or waterproof clothing for my son, we are unable to purchase replacements due to the remote location. This situation has significantly disrupted our family vacation, and I am seeking compensation. I anticipate a prompt response and resolution. I am looking forward to your timely contact. Sincerely, A. Lanton

Upon boarding my flight from Orlando MCO, I was assured my luggage would journey with me to Philadelphia. Unfortunately, upon arrival, my luggage was missing, contradicting the information given to me in Orlando, where I was told that I would not need to claim it in Philadelphia. I received a text confirming its arrival time on August 11 at 6:50 a.m., though another text later stated that a courier had picked it up at 8:00 p.m. However, the courier denies this and insists the airline still has my luggage. Despite my numerous calls, I have only been directed to a call center in India, where I am repeatedly promised that a form or email will be sent, yet I am still awaiting resolution.

During our return trip transitioning through Terminal 5, my partner's mobility challenges were not handled adequately, impacting our journey negatively. Despite prearranging assistance, the lack of staff available to push wheelchairs resulted in a distressing experience. One staff member even suggested I push the wheelchair myself, reminiscent of a previous unfavorable incident from last year. After being assured of a buggy that never arrived, I took matters into my own hands, navigating lifts, retrieving luggage, and eventually finding our patient taxi driver. The lack of support, unavailability of assistance, and overall disorganization at Terminal 5 were disheartening and in stark contrast to our seamless experience at Bologna Airport. Throughout this trying ordeal, there were many unanswered questions and a disappointing lack of appropriate assistance, leaving us frustrated and questioning the stark difference in service quality between airports. The exhaustion and disappointment from this experience leave us hesitant to choose BA for future travels, expecting and deserving better treatment.

Hello Vian Saeid, I am experiencing issues with the seating arrangement for my booked flight. I am being charged for seats I did not select, and I would like to ensure that my daughter and I can sit together without any extra charges. I want seats right next to each other throughout all the flights, and I would appreciate your assistance in resolving this matter. Thank you for providing me with the booking number [redacted]9 and the billing phone number [redacted]. I hope to hear from you soon to address these concerns. Thank you for your help.

We reserved 16 seats over 6 months ago, but recently discovered seat changes when entering passport details. Despite resolving issues with operator and Executive Club, seat changes continued without advance email notifications. Today, before our flight to Zakynthos, online check-in revealed our seats were split up again. With two autistic children needing to sit together, we faced challenges restoring our arrangement. Despite efforts, we were unable to rectify the situation due to the flight being full. It seems BA prioritized business class upgrades over honoring our pre-booked seats from half a year ago. The inconsistency and inconvenience caused by these changes are disappointing, as we expected better service as paying customers.

Dear Customer Service, I am writing to express my disappointment with the service I received during my recent trip on flight BA2706 from London Gatwick to Barcelona on August 11th. Unfortunately, upon arrival in Barcelona, our toddler's Black Mama's and Papa's pushchair did not make it to baggage reclaim. We reported this issue, as well as another incident that is now being investigated by the police. The staff member who assisted us was rude and unhelpful, worsening our already upsetting situation. Despite providing our details, we have not been contacted regarding the missing items. We had to endure three days without a suitable replacement buggy, spending extra money on transportation due to the inconvenience. The online reporting system does not seem to cover missing pushchairs, adding to our frustration. I am attaching three receipts for our checked luggage, one of which should correspond to the missing pushchair. The lack of assistance and communication has left us feeling upset and exhausted.

Upon flying from Heathrow to Brussels and then to Shenzhen, I was assured that my luggage would reach Shenzhen with me. However, upon my arrival, my suitcase was missing, and I was informed it was in Brussels and could take two weeks to arrive. This situation is extremely frustrating as I am visiting my partner for a two-week stay, and my epilepsy medication is in that suitcase. I am in urgent need of my belongings as I have no clothes or essentials. Please ensure the prompt delivery of my black suitcase with white sports gear, weighing around 14 pounds, before tomorrow. My flight numbers were BA0398 from Heathrow to Brussels and HU0759 to Shenzhen. My ticket number is SEDGLEY/PAULAMRS ETKT[redacted][redacted]/2. Your immediate assistance in resolving this matter is greatly appreciated.

I am interested in booking flights with BA for the 15th of May, [redacted], departing from Hobart, Australia to Sydney with an overnight stop and continuing to London on the 16th of May. The return trip is planned for the 15th of July, [redacted] back to Hobart. As retirees, we are seeking the most affordable fares and have a preference for BA. After researching, I found fares around [redacted] AUD per person on the BA website. I am also exploring the option of flying into Milan on the 20th of May and departing from Rome on the 15th of July. Local travel agents in Hobart have struggled with this request. Is it feasible to combine all these flights into one fare, or is it better to get a Hobart/London/Hobart fare and then two separate fares to Italy? We value the quality of BA but are mindful of price constraints. We aim for a fare around [redacted] dollars. Can you advise on the best option available? Thank you for your assistance. - Mariae Haig

I made a booking in February [redacted] for a flight from Tampa to London Gatwick on flight [redacted] on 22/12/18, with the return on 8/1/19 on flight [redacted]. Another booking was made in July [redacted] from New York to Heathrow first class on 19/12/18 with the same return date of 8/1/19. British Airways merged the travel itineraries because the first booking had not been updated at the time of the second booking. I suspect miles were used for the original booking as there is no charge on my credit cards dating back to February. I selected seats for the flight in February. However, there seems to be no record of the original journey, and I am concerned that my miles have not been credited. Currently, my husband and I are confirmed on a flight from Newark to Heathrow on BA [redacted], returning from Gatwick to Tampa on 8/1/19. I am unsure if the original flight was paid for or what happened to the miles. Please contact me via phone at [redacted] or email. - Lavinia Kelly (Booking reference: [redacted]1)

Hello, I recently made a booking for business class tickets with British Airways over the phone, assisted by a friendly agent named Surabhi. The ticket was from Delhi to London to LAX and then returning from NYC to London to Delhi. Upon reviewing the ticket I received via email, I noticed a requirement stating that passengers with a stopover of more than 12 hours needed to take their luggage with them at London. Surabhi clarified there was no payment needed, just the baggage had to be taken due to airline regulations. At the airport, I faced difficulties with my boarding pass, seat allocation, and luggage destination mix-up. Additionally, I encountered unpleasant interactions with an air hostess, which I perceived to be racially motivated. Despite the challenges, my onward flight with American Airlines was enjoyable. I am scheduled for future travels with British Airways and hope for better experiences. Sincerely, A concerned traveler

I am looking to book a business class flight online from Tel Aviv, Israel, for a trip from January 9th to February 12th, [redacted]. As senior Israeli citizens over 80 years old, I want to understand the cancellation fees and refund policy in case we need to cancel. The Business Class ticket costs around $6,[redacted]. Please clarify if there are any specific laws for seniors regarding flight cancellations. Could you provide the terms, fees, and refund details? Additionally, I had difficulty reaching British Airways customer service by phone recently, how can we contact them? I am eager to finalize our reservation promptly. We are Bronze Executive Club members, and my husband's membership number is [redacted]6, and mine is [redacted]5. Thank you for your assistance. Regards, Perla Fundaminsky.

Hello BA Team, Both my husband and I have booked a British Airways flight for September 8th to travel from Delhi to Manchester (Ref No: UKX2YQ). As a student, I reached out to customer service to inquire about extra baggage allowance. I was informed that I could only bring 23 kg of checked baggage and 7 kg of hand luggage to Manchester. However, upon checking ba.com, it states that British Airways permits up to 23 kg of hand luggage and one checked bag weighing up to 23 kg. Many other airlines grant students extra baggage allowances up to 55 kg, making BA's 23 kg limit seem quite restrictive for my needs. Could you please clarify the exact weight allowances, as the information on the website differs from what is on my ticket? I kindly ask if it would be possible for me to bring additional baggage, ideally an extra piece weighing 23 kg, so I can avoid leaving behind important items purchased for my UK trip. I appreciate your prompt attention to this matter. Thank you in advance. Best regards, Bhadra

Hello BA Team, My husband and I have booked a British Airways flight for September 8th to travel to Manchester from Delhi (Reference No: UKX2YQ). I am a student and when I spoke to a customer care representative about extra baggage allowance, I was informed that I can only carry 23 kg of checked luggage and 7 kg of hand luggage to Manchester. However, upon checking ba.com, I found that British Airways allows up to 23 kg of hand luggage and 1 checked bag weighing up to 23 kg. As a student needing to bring many items, the 23 kg limit from BA seems restrictive compared to other airlines that offer up to 55 kg for students. I kindly request clarification on the exact baggage allowance as the information on the website differs from what is stated on my ticket. I would greatly appreciate it if I could carry extra baggage, at least another 23 kg piece, to avoid leaving behind necessary belongings when traveling to the UK. I urge you to address this matter promptly and provide a response at your earliest convenience. Thank you in advance. Bhadra

I have two inquiries. 1. I booked flights through a travel agent. I tried to reserve extra legroom seats with American Airlines, but they informed me that the booking is under British Airways, and they can't assist. The reference number I have works on the AA website but not on the BA one. How can I reserve extra legroom seats? 2. When viewing the booking on the AA website, our names display incorrectly. For instance, my name appears as Veronicamrs Wagstaff instead of Mrs Veronica Wagstaff. The same issue affects my husband, with "mr" added to the end of his first name, as well as the other travelers in our group. Our passport names do not match this format. Should we correct this discrepancy?

I am looking to bring my small Shih Tzu, weighing about 5 kg, from Singapore to Edinburgh in [redacted]. I have some questions that I hope someone can help me with: 1. Do I need to hire a local pet-relocation agent for the transfer, or can I arrange it myself? 2. When will I be informed about the cargo charges for my dog and transportation to Edinburgh? 3. Can I receive a quote for the cargo charges based on my dog's description to prepare financially? 4. Do I need to pay the cargo charges at Changi Airport cargo terminal or can I pay online? 5. Will my dog remain on the same plane during the layover at London Heathrow Airport en route to Edinburgh? 6. Where will I collect my dog at Edinburgh airport, and are there any handling charges involved upon receiving my pet? 7. Can I authorize a trusted friend to accompany my dog on the flight to Edinburgh for pick-up at the airport?

I had a booking with Iberia/BA under confirmation code KRHGQI or BA# KR424Q, with assigned handicapped seats 13E and C. Upon check-in, I was informed I had been reassigned to seats 11A and B in the Emergency row. This caused issues with wheelchair assistance for my husband, as the only option provided was to sit in the back of the plane, which was not acceptable. Despite my efforts, the staff was unhelpful and refused to revert to our original seat assignment or accommodate us elsewhere. I am disappointed with the treatment received and wish to lodge a formal complaint regarding the sudden seat change. I am uncertain whether Iberia or BA was responsible for this error, but an apology and appropriate compensation would be appreciated. Additionally, I would like to address the poor quality of handicapped services in London, particularly the lengthy delays and lack of assistance experienced during check-in for a flight to Boston. The BA agent's warning of potential flight delay due to service backlog highlights a concerning issue that handicapped individuals face at the airport. Improved services are necessary to ensure equal treatment for all passengers, especially those with disabilities. This is an area that requires immediate attention to enhance the overall travel experience for individuals with special needs.