British Airways Customer Service Issues

My name is Rowena Akhere, and I traveled on BA082 from Abuja to London on 2/9/19, heading to Aberdeen. I left my Rose gold iPhone 8 Plus in a transparent case on one of the seats just after the aerobridge in the arrival area before the escalator. I reported the item to BA customer service at security, who directed me to the BA central customer service. They advised me to check "Missingx.com" after 24 hours, which I have been doing. On 6/9/19, on my return from Aberdeen, I contacted BA central customer service again and was told to reach out to BA Terminal 3 for the lost item as all found items are stored there. I am looking for the contact number or email for BA Terminal 3 to help me get in touch with them. Thank you.

I have made multiple attempts to add my husband, Mr John Hunter, to my BA Exec Club Avios account, but I have not been successful so far. I received messages on both 6.4.19 and 28.5.19 regarding Household Account invitations, where it acknowledged that I invited Mr John Hunter, but we are still unable to view the details together. I need assistance in confirming if we now have a Household account or guidance on how to merge our accounts. Thank you.

I flew from London Gatwick to Malaga from August 24th to August 31st, [redacted] on flight [redacted]. When I received my flight confirmation via email, it incorrectly stated that I had no checked bags, but in reality, I had two. When I contacted Opodo for clarification, they were unhelpful and directed me to change the details at the British Airways check-in desk, where I was charged £50 for my two suitcases. Upon missing my return flight [redacted] at 00:15, an Iberia clerk at Malaga Airport informed me that there was an alternative flight, BA2721, 12 hours later at 02:30, for which I was asked to pay £[redacted] per person, totaling £1,[redacted]. I paid this amount using my credit card, but I strongly believe I should not have been charged twice for the same flight on the same departure date. I am requesting a refund of £1,[redacted] and am eagerly awaiting your prompt response to address this issue.

Our missing baggage issue with British Airways has not been addressed properly. Our bag went missing 8 days ago, and although BA Malaga claims the bag is in London, they are not receiving responses to their daily inquiries. When we contacted BA London (which operates as a call center in Asia), they mentioned they are not authorized to handle our case since the bag should be sent to Malaga, instructing us to contact BA Malaga. However, BA Malaga stated they can only communicate with BA London through a message system that is currently unanswered. I am looking for a contact number at British Airways where we can express our dissatisfaction with how this situation is being managed. Any assistance to move forward with this matter would be greatly appreciated. Thank you. Best regards, Christine.

Dear Sir, I purchased round-trip tickets for my cousin Natige Anwar Kabbara and her daughter Zahira Kaddoura from Rio to Beirut through Expedia. The airline confirmation number is WCKSAK. Unfortunately, on September 6th, my cousin was diagnosed with cancer and was advised by her doctor not to travel due to an upcoming operation on September 28th. Her cousin contacted Expedia to request a refund, providing the necessary medical documentation. After a lengthy two-hour conversation, Expedia initially agreed to a refund but later reversed their decision, offering date changes with a penalty fee of $[redacted] per person. Following another call, Expedia agreed to refund the tickets with a reduced penalty of $[redacted] per ticket, totaling $[redacted] for both. Despite this agreement, a different Expedia representative later insisted the tickets were non-refundable. Given the circumstances, we kindly request your assistance in resolving this matter, as my cousin's health is our priority. Thank you for your understanding and support in helping us reach a resolution with Expedia. Your intervention would be greatly appreciated. Best regards, Rima K.

Dear forum members, My name is Catherine Baggs, and my husband is David Payne. We traveled from Tokyo to London on BA6 (booking reference number V7FC9T) on 15/9/18, departing at 12:55 pm. Unfortunately, the flight was delayed by 1.5 hours. As a result, we missed our connecting flight to Madrid and were rebooked on Iberian Airlines flight IB3173 departing at 7:20 pm. Upon arriving in Madrid later than expected due to the delay, our bags did not make it. We have reported this to Iberian Airlines and have documentation of the report. Our bag numbers are BA774889 (Catherine Baggs) and BA774901 (David Payne). My bag contains essential medication that I need daily for a life-threatening condition. Although I have some medication in my carry-on, I require the rest from tomorrow onwards. This situation is very distressing. I would appreciate any assistance in resolving this issue. Thank you for your help. Best regards, Kate Baggs

Hello. I am currently in Victoria Falls, Zimbabwe, waiting for my fiancé to join me for a safari. We needed to change the last leg of his flight from Johannesburg to Harare to Johannesburg to Victoria Falls upon my arrival. This should be a simple switch, but we are facing difficulties. This adjustment would save us time and money. It's frustrating that such a seemingly straightforward change is being deemed impossible by the airline. I am quite upset about this situation. I am hoping to resolve this matter promptly, as it is causing inconvenience to us. Thank you.

I would appreciate a call from a supervisor at your earliest convenience. I recently made multiple bookings with British Airways without any issues, so I was quite surprised by the problems I encountered with my latest booking. During the process, the package price kept changing with each call, I had to provide my credit card details five times due to booking errors, I suspect my credit card information may have been saved improperly, the approved hotels were swapped after I paid the deposit, and a promised 20% discount from an email was not applied. Whenever I requested to speak with a supervisor, I have been disconnected. Furthermore, I have been disregarded when pointing out discrepancies in the email details I received. This entire experience feels like a classic bait-and-switch tactic with hotels and pricing. As a long-time loyal customer of British Airways, I am disheartened by this unexpected turn of events.

On September 1 at 8:55 pm, our flight (BA2956) scheduled for September 2 at 7:20 am to Glasgow was cancelled, causing inconveniences. We were rebooked on flight (BA1474) for an hour later from Heathrow, leading to additional costs of over $[redacted]. Expenses included changing the hotel reservation from Gatwick to Heathrow, along with taxi fare and unused train tickets. I attempted to explore alternative flights on the app unsuccessfully and experienced delays reaching a representative through phone. The flights were booked under my fiance, M. Matscherz. Your prompt attention to this matter would be appreciated to restore our satisfaction with your services. Thank you, B. Mallow.

Subject: Request for Company Tour from Korean Student Pilots Dear British Airways, We are a group of aspiring student pilots from Silla University in Korea. Our school has generously sponsored a trip to Europe, and as admirers of British Airways, we would love to arrange a tour of your company this winter. We are eager to observe how pilots are trained and discover what sets British Airways apart from other airlines. We are hoping to have the opportunity to meet with a pilot or a manager to gain insights into the aviation industry and our future careers. We are excited about the prospect of visiting British Airways between 23rd December [redacted] and 17th January [redacted]. Please contact us via email to confirm a suitable date for our visit. We look forward to discussing the details of our tour with you. Thank you for considering our request. Best regards, Team ILS

During our journey from Nice, France to London, and then back home to Phoenix, AZ, there was an error with our flight booking with British Airways that we unfortunately discovered too late at the airport in Nice. My husband's flight had already departed, so we had to urgently fix the situation. The British Airways agents at the Nice airport were unhelpful and rude, charging us an extra $3,[redacted] to rebook our entire trip, even though there was no issue with the onward flight from London to Phoenix. Despite our attempts to resolve the overcharge by calling British Airways and waiting on hold for nearly two hours, they were only willing to refund the taxes. We are currently pursuing a dispute with our credit card company for the double charge but are facing difficulties obtaining a breakdown of the charges from British Airways. This stressful experience has led us to vow never to fly with this airline again. We initially paid $1,[redacted] for our tickets and are now facing an additional $3,[redacted] charge, which we feel is unjust. We hope to bring awareness to how customers are treated by sharing our story on social media and through a formal complaint to local news outlets.

I requested a suspension of my return leg on flight booking reference O7SFRY a few months ago as advised by customer service. I contacted customer service on Friday, September 13th, and was instructed to scan and submit a doctor's report to be reinstated on the BA flight on September 17th. Despite my efforts, I did not receive any response in time. Following up on Tuesday, September 17th, I sent the doctor's report to multiple email addresses without receiving any feedback as of today, September 18th at 13:01. This matter is urgent as I need to fly back from Lagos to London Heathrow swiftly due to work and other commitments. I have been medically cleared to travel and seek your assistance promptly. Thank you. 🙏

Case reference: [redacted]1 I received an email from you this morning about my issue, and I'm extremely disappointed with the outcome. Traveling for 11 hours on your plane without entertainment is unacceptable. I ask for a higher authority to look into my concerns and request compensation. It's unreasonable to expect customers to endure a long flight without inflight entertainment. I also had another problem with a female staff member, Alison, who was quite rude when I raised the inflight entertainment issue. Her response insinuating I should have had more drinks to cope was disrespectful. I spoke to James, a male staff member, who then got the manager, Joanne, to log my complaint, but I never received any follow-up communication. This was my first time traveling with B.A., and it was unpleasant. I travel frequently and have never faced such issues before. I hope to hear from you soon to address these concerns promptly. Best regards, J. Comiskey

I flew with British Airways from London to Austin yesterday, September 22nd, on flight BA191. Unfortunately, my golf bag did not arrive with my other baggage and was also not on today's flight, September 23rd. I urgently need to know where my golf bag is because I have a golf tournament to participate in. I filled out a form at the airport and registered online, but I haven't received any updates. The luggage tag number is BA733706. I have spent many hours sorting out this issue, including over 2 hours on the phone. I am very upset and disappointed with the lack of resources to track my missing luggage. The tracking reference is AUSBA15633. I need immediate assistance and guidance on how to proceed. I will have to spend a significant amount to replace the items in the bag, so please provide advice as soon as possible. Thank you, Richard.

My experience at Le Meridien Etoile was really disappointing. When I first checked in, the room was dirty, and despite moving to a different room, we found hair on the basin. The next morning, there was no shampoo, only conditioner, and I couldn't even make coffee as the sachet was missing. When requesting milk and coffee, I was told there would be a four euro charge. The website mentioned tea/coffee facilities, but I had to pay extra for it. Upon calling reception to express my frustration, the staff simply said I needed to pay for the amenities and hung up abruptly. The room itself was cramped with two single beds closer than comfortable, a loose toilet seat, and no door in the toilet. Overall, Le Meridien Etoile lacked basic service, leading me to never want to stay there again. I have photos documenting the issues and would appreciate compensation for the inconvenience caused to our trip.

Dear BA Customer Care, I called the provided number but unfortunately ended up speaking with an unhelpful and rude customer service representative named Saurabh. Despite our family facing a serious crisis with our son's cancer diagnosis, British Airways failed to show empathy and support. Other companies, like Delta, AA, hotels, and even my son's university, have been understanding and waived fees, unlike British Airways. The phone call with Saurabh was distressing as he was uncooperative, impolite, and even threatened to disconnect the call. Only after requesting to speak to a supervisor did I get assistance from Karan, who handled the situation better. I would like to commend Karan and Shweta for their courtesy and understanding. I am compelled to formally complain about Saurabh's behavior, which has added unnecessary stress to our difficult circumstances. While I explore other avenues to address this issue, I hope British Airways takes steps to improve their customer service. Best regards, Pankaj

I have a complaint regarding a customer service representative who abruptly ended the call while we were discussing my flight change. Despite my attempts to ask questions, he was dismissive and argumentative, displaying a British Asian accent. When I inquired about additional luggage, he failed to listen attentively and eventually disconnected the call. I reminded him that the call was being recorded, but he showed no concern. I believe it is essential for a respected airline like British Airways to provide excellent customer service. I hope British Airways will work on improving their customer service training.

I experienced a flight cancellation in Dublin on September 24 on BA [redacted]. After waiting in line for assistance until 11:30 at night, I was informed there were no available hotels in Dublin. In desperation, I gave [redacted] euros to my friend's brother for accommodation. I believe I can claim this expense back from BA for hotel and taxi assistance. Due to the poor treatment at the airport, where we weren't even offered a glass of water, I lack receipts for my expenses. I am eager for BA to promptly refund the [redacted] euros to cover my costs.

I attempted to reserve our premium economy seats for our upcoming Cancun flight 24 hours before departure. Unfortunately, despite my best efforts, I could only secure two seats in the central aisle as all side aisle options appeared fully booked. It seems implausible that all premium economy passengers had paid the additional fee for seat selection. This is not the first time I have encountered issues with seat selection with BA, where prime seats seem unavailable. I am concerned about the fairness and transparency of the seat booking process.

Our flight, BA288 from Phoenix to Heathrow on Sunday, September 29th, was delayed by 5 hours. This caused us to miss our connecting flight to Rome. The gate agent in Phoenix rebooked us on a later Alitalia flight and assured us our bags were checked through to Rome, but failed to provide us with baggage claim tickets. Upon boarding the Alitalia flight at Heathrow, we were informed our bags had not been transferred. After spending most of the day on the phone, encountering unhelpful responses, we are now in Rome on our honeymoon with only one set of clothes and without our essential items. This situation requires immediate resolution. Our names are Todd Lee and Cheryl Blahnik. Our booking number was QCJFAT. Our suitcases are small carry-ons, one purple Samsonite, and the other gray I Fly. Your assistance would be greatly appreciated. Thank you.