British Airways Customer Service Issues

I received communication from your airline stating that British Airlines will not operate our flight to Europe, replacing it with Enviro Airline. Researching Enviro airline's customer reviews didn't reassure me. Upon contacting British Airlines, I learned their personnel will be on Enviro's flight. I had booked extra legroom seats in the exit row, to which British Airlines explained were unavailable in economy and offered a refund for that upgrade. I expressed my disappointment that I wasn't automatically reassigned comparable seats and was informed a $[redacted] charge was required. Additionally, I was told it would cost $85 to sit with my wife on the flight. Despite my extensive travel with various airlines due to my military service, I have never encountered such issues. This trip was meant to celebrate our 32nd wedding anniversary. As a loyal American Airlines flyer, I expected a similar experience with British Airlines, but I am deeply dissatisfied with the service provided. Unsatisfied customer, P. Giordano

Dear British Airways, I attempted to complete your survey on 10/28/19 but encountered an issue stating it was unavailable, though it was still within the specified time frame. In the past 13 years, I have frequently traveled internationally using British Airways and have always been satisfied with the service, food quality, and flight schedules. However, I was disappointed with my recent European flights on October 13th and 22nd between London's Heathrow Airport and Athens. I was surprised to learn that complimentary snacks and beverages, including water, are no longer provided on European flights. Despite trying three different credit cards, I was unable to make a purchase due to issues with the chip readers on my American bank cards. On one flight, a flight attendant kindly provided me with snacks, but on the return journey, I was only offered tap water. Another passenger even bought me oatmeal out of pity. The flight crew seemed embarrassed by the situation and suggested I reach out to customer service. I used to prefer British Airways for my trips, but unless there are improvements in customer treatment, I will have to reconsider my choice. Sincerely, Bonnie Kee

As a U.S. citizen residing and working in the UK, it is a requirement to possess a Residence Permit (RP) from the UK Home Office. On September 30, [redacted], my wife and I checked in at Terminal 3 for British Airways flight BA [redacted] from London Heathrow Airport to Boston, USA. I had requested special assistance due to my wife's mobility issues, and we were helped by a BA staff member named Victoria (Vicky), who guided us through the check-in process until boarding. To my dismay, I discovered my RP went missing after takeoff, and I suspect it was misplaced during security checks. The RP is a biometric card approximately 4 by 3 inches in size, sealed in plastic, containing my name, photo, and RP number RJ[redacted]. I kindly ask you to check your lost and found department or contact the Home Office regarding this matter. Please feel free to reach me at my home phone number [redacted]6. Looking forward to your assistance. Best regards, Richard J. Waldo.

I am seeking a copy of the cabin crew code of conduct. I have concerns about a crew member's involvement with a possibly dangerous individual. The crew member is young, just 19, and I fear for their safety. Due to ongoing police investigations, I cannot provide more details at this time. I think the crew member should be made aware of Clare's Law, but I am refraining from contacting her further to avoid interfering with the police's work. I don't suspect the crew member is complicit, but I feel there may be a safeguarding concern. To better understand the situation, I request a confidential copy of the code of conduct for cabin crew.

Hello, my name is Shazia Parveen, and my booking reference is TF2ROZ. Yesterday, I was supposed to fly on Ba0260 from Islamabad. The flight time displayed at the airport was 09:25 with check-in at 08:55. Despite arriving early with my family of five at 7:30 am, the counter was closed when I reached it due to a lengthy security check. I learned from speaking to Duncan from the airline in Cape Town that there was a "no show" status on my booking reference, necessitating its removal for ticket reissue. The airport directed me back to the airline for resolution. Now, I find myself stranded with no assistance, having originally purchased tickets online. I seek guidance on how to proceed, whether there are fees to clear the "no show" status or to alter the ticket dates. Any help at this point would be greatly appreciated as I feel desperate.

Dear Customer Service, I am writing to inform you about the issues I have encountered regarding my missing luggage. On November 2nd, I traveled from London Gatwick to Antigua on flight BA2157 and then proceeded to Port Of Spain on the LIAT 5.10 pm flight, which was delayed for an hour due to bad weather and tardy passengers. Upon my arrival in POS, my suitcase was missing, and I promptly filed a report at the Baggage assistance desk with all my information. Despite my efforts calling Liat, Port of Spain, and Antigua Baggage claim offices, I have not been reunited with my belongings for two days. I was assured my bag would be on subsequent flights, but it never arrived. I was told it would arrive today at 7.10 pm, adding to my frustration of being without my possessions. I urgently request your immediate assistance to resolve this matter and confirm the delivery of my bag. The inadequate service I have experienced has greatly impacted my vacation, and I am extremely disappointed. I anticipate a prompt resolution to this situation to avoid further inconvenience. Sincerely, J.O.

Hello, I was traveling with my daughter from Judah to London Heathrow. After going through security clearance, my daughter fell ill and vomited before takeoff. As a result, we were taken off the flight to see a doctor, and it departed without us. We managed to get another flight with Swissair on the same day at 9:30 pm and arrived in London the next day at 9 o'clock at Terminal 4. However, when we arrived, we realized that one of our luggage was missing. We have been searching for it, but it hasn't been located. The missing item is a 24kg box in a white plastic bag with blue strings around it, labeled "Shawkett Ali." I am concerned that British Airways may not have loaded it onto the flight. If you could please check your missing luggage department for a box matching this description, I would greatly appreciate it. If found, please contact me at [redacted]9. The box contains important dates that I urgently need. Thank you for your assistance.

Dear British Airways Customer Services, I am following up on my complaint with the case reference number [redacted]3, which I submitted nearly a week ago. I am concerned that I have yet to receive a response to my email, and I am eagerly awaiting a prompt reply as assured. Sincerely, Adlette I., Professor of Clinical Medicine, Department of Pediatrics Lebanese American University School of Medicine, Byblos and Beirut Head, Division of Pediatric Hematology Oncology and Comprehensive Sickle Cell Program, Nini Hospital, Tripoli Consultant Hematologist, Rafic Hariri University Hospital, Beirut Consultant Hematologist, Chronic Care Center, Beirut, Lebanon President, Georges Nassim Khoriaty Foundation Email: [redacted]; Tel: [redacted]

I needed to change my flight due to my son being sick this week. I had initially paid £77 for extra legroom for seat 26H on my original outbound trip. When I spoke to a British Airways staff member named Anita, she mentioned that there was no additional legroom available on my new outbound flight. I then requested if she could reserve it for my flight back on the 18th of November. She assured me that it was arranged and that my seat 26H was reserved. Unfortunately, upon checking, it appears that the booking did not go through. Could you kindly secure the additional legroom that I had paid for on my flight scheduled for the 18th of November from Nairobi to Heathrow? Thank you, Michelle

I contacted BA for a refund on seat reservations after canceling my flight due to health reasons. I first reached out on 10/22/[redacted] with reference number [redacted]84. Their response mentioned it might take a few days to reply, but it has been much longer with no action taken. My company would not survive if we neglected customer inquiries for this length of time. Unfortunately, I have received no response or acknowledgment of the issue.

I am consistently missing out on tier points and Avios points on my app. My membership number is [redacted]7. This has happened multiple times, most recently after my flight BAO460 from Madrid to London Heathrow. The flight shows on my app, but the points are missing. As a new frequent flyer with BA, it's crucial for me to receive the correct rewards to continue with the airline.

On November 1, at the GEG airport, we checked in two suitcases for our Delta flight to AMS. Due to mechanical problems, Delta changed our flights and rerouted us through Seattle on British Airways to Amsterdam on November 2. Unfortunately, our luggage did not make it. For five long days, we were stuck wearing the same clothes while constantly trying to reach the 4 different phone numbers provided when we filed our lost luggage report. No one ever answered the phone! Despite the ship's efforts to email our whereabouts, there was no update on our luggage. The entire ship and I are clueless about the whereabouts of our belongings during those 5 days. This experience has left a sour taste, especially with British Airways. We are disappointed as this trip, meant to be a once-in-a-lifetime experience, turned into a nightmare with no luggage for half the journey. We are eager to know what steps British Airways will take to make up for the hardship we endured. The hefty price we paid for this trip did not match the service we received.

Dear Sir, I am a regular traveler on BA Flights to Calgary to visit my daughters residing there. Recently, my wife (Mrs. Simerjeet Berman) flew to Calgary and needed mobility support. During her trip on April 15th, she experienced significant delays and a lack of assistance that caused her distress. The wheelchair assistance in London and Calgary was insufficient and led to her feeling stressed and upset. Her return flight on April 28th also faced challenges with long queues, flight delays, and a lack of wheelchair support, making her overall experience with BA disappointing and upsetting. I am reaching out to express our disappointment with the handling of the situation and hope for a resolution to ensure better support for travelers requiring assistance. Yours sincerely, Harminder Berman Husband of Mrs. Simerjeet Berman

I recently made a flight reservation for April and paid a $[redacted] deposit, with the remainder due in January totaling nearly $3,[redacted] for myself and my daughter. However, I noticed that I was charged twice for the deposit, resulting in two $[redacted] debits on my credit card. Additionally, I made extra payments for seat selections. I kindly request a refund for the duplicate $[redacted] payment. The booking number is SMMN5U. The reservation is for Ron C. and Kelly C. traveling to Manchester, UK, from San Diego.

I need assistance with my booking reference N6ZSVA. I had initially booked return tickets for the 17th of November, returning on the 28th of November. Unfortunately, on the 11th of November, I received the sad news that my mother had passed away. On the 12th of November, I contacted BA customer service to inquire about changing my flight to the 14th instead of the 17th. However, after being on hold for over 35 minutes and not receiving clear assistance, I hung up in frustration. Today, the 15th of November, I checked Manage My Booking and discovered that my flight was changed to BA0005 on the 14th of November without my knowledge. My flight from Heathrow to Frankfurt has been removed, and I now only have the Frankfurt to Tokyo flight booked for the 17th. How should I proceed with this situation and address the confusion caused by BA's actions?

Please share to raise awareness of safety concerns with British Airways (BA) flights to Ghana. Many Ghanaians have shared unsettling experiences due to the use of older planes by BA. Cabin crew members have expressed that without passengers' complaints and boycotts, BA may not prioritize updating the planes for the Ghana route. Consider choosing an alternative like KLM, which has newer planes, positive feedback on their services, and prioritizes safety. It's crucial to prioritize your safety while flying. Spread the word on social media to encourage BA to address these safety issues. Your safety should be the top priority, and it's essential to make informed decisions when selecting airlines for your travels. Let's work together to raise awareness and prioritize safety for all passengers.

Our flight got canceled on July 25th, and we were rebooked two days later, missing an important meeting requiring new tickets. At the airport, we were assured hotel accommodation for the two unexpected nights. Subsequently, on September 26th, we received an email from BA offering to cover the cost of food but not the hotel, as promised. Despite multiple attempts over the past months to resolve this, including emails and calls, we've faced difficulty getting through to the right department. The lack of response and clarity from BA regarding our claim for the expenses incurred, totaling around 1[redacted] pounds for tickets, hotel, food, and transportation, is disheartening. We hope for a resolution soon. Best regards, A. and M. Cederkvist Case reference [redacted]3

I had booked a flight from Florence to Edinburgh with your company for the 26th of May using the booking reference VHL 3AD. Unfortunately, my husband fell ill, and the doctor advised against him flying. After contacting you two weeks prior, you agreed to hold the flight until the 10th of December if we provided a doctor's note. We sent the note, but it was deemed insufficient due to a missing doctor's stamp. Despite multiple attempts to reach out, we were unable to resolve this issue over the phone. I am willing to obtain another doctor's letter, but it may take a few weeks. I kindly request that you hold the flight until possibly April of next year as this booking was a special gift for us, and my daughter is deeply upset by the handling of this situation. Thank you, Norma R.

I recently made a booking and payment for 2 seats on a BA flight last week, with reference OWJF2R, for a flight on June 3, [redacted], departing at 18:15 from London Gatwick to Verona. I received an email today informing me that the flight has been canceled and that BA has automatically rebooked my son and me on an early morning flight on the same day, which we are unable to attend. I have tried to communicate my preference not to be rescheduled through the provided options in the email but to no avail. Contacting customer service was also unhelpful as I was unable to reach anyone using the [redacted] number provided. The alternative [redacted] number directed me to a different company called Phone Names, causing further frustration. I am seeking a full refund for the booked seats as we cannot make the new arrangements imposed on us without our consent. The entire experience has left me dissatisfied and reluctant to use BA.com in the future. - Dawn H.

Subject: Request for Rescheduling Travel Booking Due to Medical Conditions Dear Customer Service Team, I am reaching out regarding the travel bookings for my sister, Lina Oduro with booking reference RM2E3Q, and her partner, Owusu Appiah with booking reference QZ6R05. Unfortunately, both of them have recently experienced health issues, with Owusu being discharged from the hospital after a heart problem and Lina also being hospitalized. Due to their current medical condition, they are not fit to travel on the scheduled date of 30/11/19. I kindly request to reschedule their bookings for a future date when they are declared fit to travel by their doctors to avoid any complications during the flight. I seek your understanding in waiving any additional fees for rebooking, considering the circumstances. I can provide the relevant doctor's letters or documents if necessary. Thank you for your immediate attention to this matter. Sincerely, [Initials]