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The dataset generation failed because of a cast error
Error code: DatasetGenerationCastError
Exception: DatasetGenerationCastError
Message: An error occurred while generating the dataset
All the data files must have the same columns, but at some point there are 17 new columns ({'origin_station_code', 'verbatim_text', 'Unnamed: 0', 'fleet_type_description', 'departure_delay_group', 'seat_factor_band', 'response_group', 'flight_number', 'destination_station_code', 'transformed_text', 'scheduled_departure_date', 'entity', 'fleet_usage', 'ques_verbatim_text', 'loyalty_program_level', 'arrival_delay_group', 'sentiments'}) and 9 missing columns ({'Review_content', 'Flying_month', 'Class', 'Passanger_Name', 'Route', 'Rating', 'Verified', 'Review_title', 'Traveller_type'}).
This happened while the csv dataset builder was generating data using
hf://datasets/AdithyaSNair/AirlineScrappedReview/Customer_comment.csv (at revision cc26c4ca8662c564f791aafa5973bc8c4f6024ce)
Please either edit the data files to have matching columns, or separate them into different configurations (see docs at https://hf.co/docs/hub/datasets-manual-configuration#multiple-configurations)
Traceback: Traceback (most recent call last):
File "/src/services/worker/.venv/lib/python3.9/site-packages/datasets/builder.py", line 2011, in _prepare_split_single
writer.write_table(table)
File "/src/services/worker/.venv/lib/python3.9/site-packages/datasets/arrow_writer.py", line 585, in write_table
pa_table = table_cast(pa_table, self._schema)
File "/src/services/worker/.venv/lib/python3.9/site-packages/datasets/table.py", line 2302, in table_cast
return cast_table_to_schema(table, schema)
File "/src/services/worker/.venv/lib/python3.9/site-packages/datasets/table.py", line 2256, in cast_table_to_schema
raise CastError(
datasets.table.CastError: Couldn't cast
Unnamed: 0: int64
flight_number: int64
origin_station_code: string
destination_station_code: string
scheduled_departure_date: string
arrival_delay_group: string
departure_delay_group: string
entity: string
verbatim_text: string
seat_factor_band: string
ques_verbatim_text: string
loyalty_program_level: string
fleet_type_description: string
fleet_usage: string
response_group: string
sentiments: string
transformed_text: string
-- schema metadata --
pandas: '{"index_columns": [{"kind": "range", "name": null, "start": 0, "' + 2510
to
{'Passanger_Name': Value(dtype='string', id=None), 'Flying_month': Value(dtype='string', id=None), 'Route': Value(dtype='string', id=None), 'Rating': Value(dtype='float64', id=None), 'Verified': Value(dtype='string', id=None), 'Review_title': Value(dtype='string', id=None), 'Review_content': Value(dtype='string', id=None), 'Traveller_type': Value(dtype='string', id=None), 'Class': Value(dtype='string', id=None)}
because column names don't match
During handling of the above exception, another exception occurred:
Traceback (most recent call last):
File "/src/services/worker/src/worker/job_runners/config/parquet_and_info.py", line 1324, in compute_config_parquet_and_info_response
parquet_operations = convert_to_parquet(builder)
File "/src/services/worker/src/worker/job_runners/config/parquet_and_info.py", line 938, in convert_to_parquet
builder.download_and_prepare(
File "/src/services/worker/.venv/lib/python3.9/site-packages/datasets/builder.py", line 1027, in download_and_prepare
self._download_and_prepare(
File "/src/services/worker/.venv/lib/python3.9/site-packages/datasets/builder.py", line 1122, in _download_and_prepare
self._prepare_split(split_generator, **prepare_split_kwargs)
File "/src/services/worker/.venv/lib/python3.9/site-packages/datasets/builder.py", line 1882, in _prepare_split
for job_id, done, content in self._prepare_split_single(
File "/src/services/worker/.venv/lib/python3.9/site-packages/datasets/builder.py", line 2013, in _prepare_split_single
raise DatasetGenerationCastError.from_cast_error(
datasets.exceptions.DatasetGenerationCastError: An error occurred while generating the dataset
All the data files must have the same columns, but at some point there are 17 new columns ({'origin_station_code', 'verbatim_text', 'Unnamed: 0', 'fleet_type_description', 'departure_delay_group', 'seat_factor_band', 'response_group', 'flight_number', 'destination_station_code', 'transformed_text', 'scheduled_departure_date', 'entity', 'fleet_usage', 'ques_verbatim_text', 'loyalty_program_level', 'arrival_delay_group', 'sentiments'}) and 9 missing columns ({'Review_content', 'Flying_month', 'Class', 'Passanger_Name', 'Route', 'Rating', 'Verified', 'Review_title', 'Traveller_type'}).
This happened while the csv dataset builder was generating data using
hf://datasets/AdithyaSNair/AirlineScrappedReview/Customer_comment.csv (at revision cc26c4ca8662c564f791aafa5973bc8c4f6024ce)
Please either edit the data files to have matching columns, or separate them into different configurations (see docs at https://hf.co/docs/hub/datasets-manual-configuration#multiple-configurations)Need help to make the dataset viewer work? Make sure to review how to configure the dataset viewer, and open a discussion for direct support.
Passanger_Name
string | Flying_month
string | Route
string | Rating
float64 | Verified
string | Review_title
string | Review_content
string | Traveller_type
string | Class
string |
|---|---|---|---|---|---|---|---|---|
Paige Boet | June 2023 | New Orleans to London | 1 | Trip Verified | The airline lost my luggage | The airline lost my luggage and was absolutely awful throughout the entire trip. They gave me no updates, their website sucks, and it was nearly impossible to get someone on the phone. They finally delivered my luggage to my hotel after i had left to go back to the US, 5 days after I told them to ship it back to the US. Now, I’ve been calling everyday begging them to get my bag back to me. They appease me on the phone, tell me they’re fixing it, but nothing changes. The hotel can’t get in touch with them and they haven’t even tried to pick to bag back up. Several times, when I called I got a message saying they were not answering due to too many complaints and calls and to “call back later”. | Solo Leisure | Economy Class |
S Layne | March 2023 | London to Amman | 1 | Trip Verified | fully refunded by our travel insurance | We booked on the BA website, round trip flights from Seattle to Amman with a stop in London, in Business Class. Our first flight was delayed and then diverted to NYC, and enroute my husband experienced a medical emergency. When we landed in NYC we were taken to a hospital and I stayed in constant contact with the airline agent who had arranged for the ambulance transfer. The same evening we flew back home, confirming cancellation of all remaining flights with the agent at the airport. For the next several weeks, we spoke many times with BA Customer Service, trying to obtain some kind of refund — we were met with contradictory explanations, excuses and an absence of meaningful customer service. We discovered we had been marked as “no-shows” for our flight to Amman and that our return flight was still active. We were unable to cancel the return on the website, despite booking on the website. Our phone calls were never returned, we spent a minimum of 40-60 minutes on hold for every phone call we made, our emails received only canned replies without answers or explanations, we were told it was “not possible” to receive a copy of the ticketing rules and regulations nor to speak with a supervisor, and after several weeks of this abysmal customer service I filed a complaint with the FAA. In response to my complaint I received an email from BA Customer Service explaining that they had reviewed my many requests for a “full refund” but that could not be accommodated due to the ticketing rules. They would issue flight credits - except for the portion for which we no-showed. They did not state how many credits. We never once asked for a full refund - we asked to read the rules and to receive a partial refund. We will not use the credits - we were fully refunded by our travel insurance. | Couple Leisure | Business Class |
E Lanewoski | Heathrow to Bodrum | Business Class | 2 | Trip Verified | no boarding drinks provided | First time flying with BA business class, never again. There are no boarding drinks provided. My meal quality was below business class standards as was the quality of the wine. On arrival at Bodrum my bags were among the last to appear. Not looking forward to the same chaos on the return flight. | A321 neo | Solo Leisure |
Joel Burman | June 2023 | Amman to London | 4 | Not Verified | WiFi didn't work | You can buy sandwiches and crisps but don't expect a hot meal. Because the plane is a narrow body , there are no screens. Not helping matters is the fact that the BA prebooking shop for food didn't recognise the flight number, and the onboard WiFi didn't work. | Solo Leisure | Economy Class |
R Vines | London City to Ibiza | Business Class | 7 | Trip Verified | stick with economy | This is a two-for-one review covering economy and business class on the BA flight from London City to Ibiza. Economy was excellent. A very light lunch (small cheese-and-pastrami sandwich, chocolate brownie) followed by a pretty much free-flowing drinks trolley. The flight was full but the crew worked hard and did a very good job. This is a flight I would recommend. Except, don't fall for the last minute offer for an upgrade to business for £100+ in each direction, as I did. (I flew economy out and business back, while my brother flew business, then economy.) The business seats are identical to economy, with no seats blocked, so you are squished in four abreast. The meals are almost identical, with minor tweaks such as a yoghurt for your £100. The only real plus is Champagne. But on my flight, there was none because of "supply issues". The cabin attendant (I think his name was Tom) must be one of the best in the business. I didn't eat, so I paid £100 for nothing. Oh well. So great flight but stick with economy. | Embraer 190 | Family Leisure |
M King | June 2023 | London to Washington | 1 | Trip Verified | Communication is terrible | Absolutely horrible airline. Communication is terrible. Last minute delays, cancellations, seat changes with no communication. App and website user experience is years behind other airlines. Seats are cramped and uncomfortable. Overpriced. Would not fly again. | Couple Leisure | Economy Class |
C Dean | Amsterdam to London | Business Class | 1 | Trip Verified | delays and cancellations | Having experienced delays and cancellations departing from USA to Europe and now a 3.5 hour estimated delay at LHR heading back to USA, I would warn travelers that BA has become unreliable and is now on my “Do Not Fly” list until they get better organized. | A350 | Business |
Richard Hodges | London Heathrow to Kalamata | Economy Class | 7 | Trip Verified | Economy class seating was truly dreadful | Travelled to Heathrow to Kalamata and return journey 11 days later. World Traveller (aka Economy) Class. Both flights departed on time. Return flight landed early - BUT - we then had a 1 1/4 hour wait for the baggage to be offloaded which rather ruined the journey home as we then caught a motorway closure. Flights OK - FA's (particularly on return flight) pleasant enough. But, as usual, Economy class seating was truly dreadful - no legroom at all. No better in Club class either - only the middle seat left free. Marked down because of this. Can only recommend if you are not tall. | Boeing 737 | Couple Leisure |
Carol Willmore | June 2023 | London to Funchal | 1 | Not Verified | flight failed at every level | This flight failed at every level. We were delayed and arrived at our destination late so that our prepaid car transfer phoned to advise us that he could only wait another 10 minutes for us but this was a BA holiday. We pre ordered food for our flight and this was never loaded onto our flight and to finally compound British Airways complete and utter uselessness our luggage was still in Heathrow. As there is no flight tomorrow the earliest this luggage could possible arrive is very late on Wednesday evening. Having only the clothes that you flew in and reading you can only claim for toiletries and underwear seems to be the antithesis of a happy holiday. I might have expected a complimentary scone in lieu of no food but no we were told that we could purchase from the trolley what they had available. I would like to make it clear that we are British airways bronze level holders which as we have been long retired shows how we have used this airline historically. | Couple Leisure | Economy Class |
Nadine Kohler | June 2023 | Marseille to Seattle via London Heathrow | 1 | Not Verified | BA refuses to make it right | Beware of British Airways and their marketing to make you believe that they are full of class and level above the rest. They won't treat you that way when you get bumped from a flight and it is their responsibility to compensate you for their mistakes. We recently had a trip home planned from MRS to SEA. A mechanical issue meant that we departed late from MRS to LHR where we needed to make a connecting flight. We landed with plenty of time to make it to our next gate, but a series of issues and choices by British Airways kept us from boarding our next plane. The crew did not let off passengers with connecting flights first nor did they hold the next flight for a mere 5-10 minutes for passengers to make connections on their airlines. Plus, we discovered that we had actually been bumped off our next flight before we even landed. We were pushed to Virgin Atlantic to figure out how to get us home. It extended our travel day by 8 hours! We were traveling with children as well. No offers of compensation or upgrades were made. And now BA is refusing to provide us any financial compensation. We paid for a trip home with only one connection and instead had two connections, multiple airlines to deal with, security through an extra airport with kids for a midnight flight we were never planning on. That is not what we paid for but BA refuses to make it right. So beware potential travelers! | Family Leisure | Economy Class |
A. Adel | June 2023 | Cairo to London | 2 | Trip Verified | shame for such well known airline | I flew from Cairo to Heathrow on what they call euro club class which is a cramped coach seat with the middle empty seat. Horrible service. I get to Heathrow airport 40 minutes late so I had to run around looking for my connecting flight. Finally jumping through escalators and train to another building where is my gate. Given a seat that is different than what I paid extra for ?! It’s a shame for such well known airline. | Solo Leisure | Business Class |
Cosmin Stefanescu | June 2023 | Bucharest to Dallas via London | 1 | Not Verified | Total garbage | I flew with numerous airlines, but I gotta admit, British Airways is by far the worst airline ever when it comes to customer support. I waited 3 weeks for a ticket change. Call center workers are giving you false information just so they would make you hang up. They told me I was supposed to get an email from them with the flight changes, but never got. They don't have a live chat just like American Airlines do, they don't have a online form to submit your questions, they don t have a working international number. Total garbage. | Solo Leisure | Economy Class |
Emmeline Reichert | June 2023 | Gatwick to Venice | 3 | Trip Verified | arrived at the airport only 1 hour before | We were traveling as a family (5 people). Because of an accident by the airport, we arrived at the airport only 1 hour before the flight. The kiosk was unable to read one of our passports and we had to go to check-in. The lady at the check-in checked the passport and gave us a boarding pass. Because we had no extra time, we headed straight to security and didn’t realize the lady gave us a duplicated boarding pass (not of the passport holder). We got stuck in security because of that, couldn’t figure out what was wrong. We only didn’t miss the flight because we ran through the airport with a 70 year old and a 9 year old included in the party. The staff at the gate was very cordial and helpful once we arrived there. | Family Leisure | Economy Class |
Jamie Gooding | June 2023 | Dublin to London City | 1 | Trip Verified | so callous and uncaring | Flight at 8.40am from DUB to LCY cancelled 1155pm night before. No text message. No phone. Waiting at bus stop and randomly checked email to see alternate flight option. Hang on? What’s this! It was dark at 5am. It was hard to see mobile phone screen. I’m still jet lagged. Only option was to LHR at 9.20am. Tried calling. No one there. So accepted it. But I didn’t see the day change! It was the next day! I didn’t want the flight (as was staying at Docklands hence choosing LCY but thought I better take it as it’s leaving an hour after the original flight. Nope. I better call to say hey sorry I screwed up. Your flight is not going to work for me. I don’t have any more accommodation in Dublin and I don’t want to waste one night in London. Called. The most surly customer service (can you even be called that when you treat people like this) answered. She kept calling me James (not my name). She was brutal. You accepted it. I can’t do anything. She basically made me feel like a moron because in a moment of confusion I accepted the first available flight from the stupid supercomputer. She kept telling me about the algorithm and this was the flight that was chosen. But if you had called us we could have put you onto a Aer Lingus flight! Why didn’t you call? You are at fault. Just so callous and uncaring. She wanted to charge me 600 pounds in new flights and change fees. I said nope and booked a flight today with Ryanair. Plus I need to find my way from Gatwick to Docklands. More money from me because of BA’s utter contempt for their passengers. I’ve been flying Qantas for 25 years and they can do some funky stuff. But never this level of cruelty because of one simple error. Never again. How do people accept such utter contempt and ineptitude? Welcome to the U.K.! Just wow. | Solo Leisure | Economy Class |
Michael Hayward | June 2023 | Tokyo to Manchester via Heathrow | 1 | Trip Verified | uncomfy old planes | Terrible. I have traveled twice with them this year via business class and they have been significantly delayed or cancellations with connecting flights. The customer service or complete lack of it is appalling and has forced me to change credit cards as I no longer intend to use BA for any further flights. Terrible uncomfy old planes and miserable staff. | Business | Business Class |
George W Edmonds | June 2023 | San Francisco to London | 1 | Trip Verified | never fly British Airway ever again | The customer service is ugly. Tried calling two weeks ago but still had problems with flight. All I get is someone in India. I thought i was flying Iberia once I looked close at ticket it was British Airways. Will never fly British Airway ever again. | Solo Leisure | Economy Class |
A Garlen | Santiago to London | Economy Class | 3 | Trip Verified | Most uncomfortable flight | Most uncomfortable flight I have ever experienced. It's a long time since I have flown long-haul, the cramped conditions were awful. The rows were so close together when the person in front reclined their seat my TV was so close I couldn't focus on it. BA seem to want to make economy so uncomfortable to encourage customers to upgrade, this has not worked on me, I will avoid flying BA in future. My onward flight was with LATAM, same 787 aircraft but more room between rows, far more comfortable. On the return flight from Santiago the lights were turned down at 8pm, I feel the cabin crew do this to avoid providing a service, they just disappear behind the curtains. | Boeing 787 | Family Leisure |
K Pickering | June 2023 | Seattle to Nice via London | 1 | Trip Verified | I will never fly British Airways again | I booked our first out of country trip to take my husband on a surprise trip to Monaco. I gave us over 3 hours for our connecting flight to and from home through Heathrow. Our flight left Seattle an hour late causing us to miss our connecting flight. We were rescheduled before we even landed. They booked us on a flight 7 hours later and offered no food tickets or any other type of reimbursement. Additionally we sat in their customer service line for an hour and a half to see if they could rebook us on an earlier flight, to watch them continually assist other customers that walked up outside of the queue (no earlier flights were available). When we arrived in Nice, France the airport was closed, including the rental car desk. We were not offered any assistance from the airline on a room or other accommodation for the night. We found a cab, which cost us 85 euros one one to get to our hotel. We thought there is no way something like this could happen on the way home….we were wrong. Our flight from Nice to Heathrow was 30 minutes late, with a 2.5 hour layover you would think we should still make our flight, unfortunately long security lines caused over 1.5 hr further delay. When arriving BA closed the doors and said they could not hold the plane any longer despite arriving 15mins before departure. After running through the Heathrow airport and going through security again. They sent us back to the customer service queue, where the first statement was we can’t get you out until tomorrow. After begging they found us a flight on another airline. At that time we were told our bags were transferred to our flight with Delta. We were given 8 pounds each for snacks at the airport for our now additional 5 hour delay. In total for our trip there and home we spent 13 hours at Heathrow airport which our original total layover of 6 hours, and we were offered 8 pound each. Unfortunately the drama continues. The two bags that they said made the Delta flight, shockingly did not. We were told that we had the file the claim with Delta, since the last part of our flight was with them. We have now been home for 5 days and each airline is pointing the finger at the other. As I said to both of them today. I don’t care who’ has my bags figure it out and send me my luggage I don't want your $500 reimbursement per bag, as that doesn’t come close to the memories and stuff that I have in there. I will never fly British Airways again, and Delta’s baggage people are not doing great either. | Couple Leisure | Economy Class |
M Johnson | March 2023 | Sydney via Singapore to London Heathrow | 4 | Trip Verified | All in all very disappointing | My husband and I booked seats within our premium economy booking. On both outward journey BA015 on 12 February and return on 11 March we were last OR almost last to be served food. Each time they had run out of our choices. On one occasion I did not eat as only available option was curry which disagrees with me. On all flights there appeared to be an undue focus on curry/spicy food. All in all very disappointing and left us with a very poor opinion of British Airways. | Couple Leisure | Premium Economy |
Benjamin Stevens | Seattle to Edinburgh via Heathrow | Economy Class | 1 | Not Verified | customer service was horrendous | May 3, flew from Seattle to Heathrow then to Edinburgh. BA lost my golf bag which caused me to purchase golf shoes, club rentals, tees, balls. I had tee times at two courses in St. Andrews that took months to make. The promised my bag returned in 24 hours and they would reimburse occurred expenses. I contacted BA and they state they would only reimburse toiletries. Then the return flight home was randomly canceled by BA without notifying me or without notice two weeks before the scheduled flight. I contacted the corporate travel team, they informed me BA, canceled my return reservation. They rebooked me on the same flight. BA customer service was horrendous and make false promises. I will never use this airlines again. Beware of British Airways. They also randomly canceled my girlfriend and her fathers flight and they are both gold members. | Boeing 777 | Business |
V Samaras | April 2023 | Athens to Durban via London Heathrow | 2 | Trip Verified | All flights without exception were delayed | I went through three flights to reach my destination. All of my BA flights without exception were delayed, both on my way to my destination and back from my destination which is understandable to an extent. What's not understandable is that they weren't prepared for one of the flights and delayed by almost an hour so I ended up missing a flight and for that they rebooked me 24h ahead providing only accommodation which they messed up as well and after 30 hours of traveling I had to wait and hope that the hotel would find an extra room since BA didn't communicate properly with them. I gave BA a chance to correct their mistake by contacting them after the flights but all they did was answer once with a lot of serious complaints that were involved with their flights and all they did was tell me to contact their partners that I had the last flight with, which went smoothly and they had nothing to do with the previously addressed complaints. I contacted them and gave them over a week asking why they didn't address any of my complaints that their partner could have nothing to do with and they just ghosted me. 2/10 for the kind personnel that's holding this airline together though. | Solo Leisure | Economy Class |
Christopher Neep | Vancouver to London Heathrow | Business Class | 9 | Trip Verified | An excellent flight | An excellent flight in Club World on British Airways. The welcome aboard was warm and that continued throughout the flight. The crew were attentive, friendly and very professional. On board food for dinner and breakfast was good and there was a well chosen selection of wines. In flight entertainment offered a great selection of films and audio. The seat/flat bed was very comfortable - British Airways have done an excellent job in the design and comfort of the suites on board the A350. I liked the sleek, minimalist design. This flight showed that BA can be among the world’s best airlines. | A350 | Solo Leisure |
Ali Balandy | May 2023 | Vancouver to Barcelona via London | 3 | Trip Verified | luggage was still in London | The flight schedule was delayed for one hour. After boarding the plane we were delayed at least another 30 minutes. When we arrived in London, we were delayed again for at least another 30 minutes to find a gate. We were left with 45 minutes only to catch our connecting flight to Barcelona, we needed to run and take the train to different terminal to catch our next connecting flight. When we arrived at Barcelona airport, we discovered that our check in luggage was still in London. Very painful trip (disrupted our vacation). Not flying with BA anymore if I can find alternative Airlines. | Family Leisure | Economy Class |
A Robinson | June 2023 | Boston to Cairo via London | 1 | Trip Verified | worst experience in all my years of travel | The worst experience in all my years of travel. My first flight with my two kids from Boston to London was delayed by 2 hours, resulting in me missing my connecting flight. Despite having a layover of approximately 2.5 hours, I ended up waiting until 4.30 pm to board my flight to Cairo. Unfortunately, even that flight was delayed. I would strongly advise avoiding this particular airline, even if it means paying a bit more for a different option. | Family Leisure | Economy Class |
K Parker | May 2023 | London to Santorini | 1 | Trip Verified | The worst experience | The worst experience in all my years of travel. Bag was destroyed, flight delayed 3 hours and couldn't get water on board. Then when attempting to claim on their website the entire site failed on a dropdown menu that wouldn't work. You can't contact them. Plane was filthy and someone else's belongings and left over food was still in our seat. | Couple Leisure | Economy Class |
Tanya Tracy | February 2023 | Heathrow to Mumbai | 2 | Trip Verified | haven’t received any reimbursement | Terrible delays. Had to rebook our domestic travel for 5 passengers and haven’t received any reimbursement on the same. Lost all my luggage; received luggage after 4 days. Had to purchase new clothes for the family for a wedding. No customer service rep picks up the phone. | Family Leisure | Economy Class |
Christos Hadjipanayi | March 2023 | London to Larnaca | 10 | Trip Verified | the crew has helped me | A serious medical problem appeared while I was onboard. I informed the crew and they helped me out. Unfortunately I was in transit but travelling further became too difficult because of how unwell I became. Also I could not find my way back home in my condition. Thankfully the crew has helped me in every step of the journey until I returned back home. It was a stressful experience but the crew of British Airways made it way more tolerable. | Solo Leisure | Economy Class |
N Stane | May 2023 | Nice to London Heathrow | 1 | Trip Verified | check-in process was terrible | I haven't flown British Airways before and will never fly them again! The check-in process was terrible and slow. There were over 30 people in the regular check in line and they had two agents working it. They had one agent working the first class line. It should not take that long to check people in especially when people should have checked in online ahead of time. Our group checked in online and almost missed our plane because of the slow counter service. We had to run to the gate and we did make it, but they were terrible! | Family Leisure | Economy Class |
Alex Martinez | May 2023 | Las Vegas to Venice | 1 | Not Verified | the worst airline experience I've ever had to deal with | My itinerary was supposed to be Las Vegas-Chicago-London-Venice. When I landed in London Heathrow, I was stuck on the aircraft for 2 hours with no explanation as to why and because of such a delay I missed my connecting flight to Venice. Getting off the plane was when the real nightmare took place. Our flight had over 300 people aboard meaning many were in a rush to get to their flights or had already missed their flight. They put us into two lines, one of them being for people who missed their flight. I waited approximately 10 minutes just to come up to a clerk who told me "Since I missed my flight I would have to go to the connecting flight BA service desks for further assistance." If I were to have known that was the only information I would receive I would have skipped being in that line altogether. When I went to the service desk where there were more than 60+ people standing in line, I waited 30+ minutes until a clerk came by passing everyone a pamphlet telling people to create an account online and to book our flights through the BA site since their systems were down and couldn't rebook anyone. It was a hassle doing anything through he BA site so I ended up calling the helpline. After waiting to be connected to a BA rep. I spoke with a woman who said I would have to call Iberia Airlines for a rebook, I called Iberia and they said since I booked through Expedia I would have to call them. Expedia then said I would have to call BA for the rebook so when I called BA again, the rep. said the only flight he could get me booked for was for the following Monday, mind you I was travelling since the 25th which was a Friday. All the hotels in the vicinity of the airport were booked, I was trying to figure out where my checked baggage went (I still don't have it), most of the customer service I got from BA reps was horrible service as if they could care less for the predicament their company caused me. They acted like I was inconveniencing them with "my issues". I also had to sleep in the airport waiting for my flight the next morning because hotels were booked. Overall my experience with British Airlines has been the worst airline experience I've ever had to deal with. I will never book with this company again. I would rather pay more money for a ticket in a different airline than buy through this company again. | Solo Leisure | Economy Class |
E Smyth | London to New York | Premium Economy | 9 | Trip Verified | Service was good | Busy day at LHR and flight full. Lounge crowded but B gates lounge quieter. Flight left on time, very professional crew, greeted by name and executive club status acknowledged and thanked for return custom. A nice touch. Service was good. Food average. Entertainment good. Early arrival, quick processing at JFK. All good. | Boeing 777-300 | Family Leisure |
S Anderson | Lisbon to London | Economy Class | 2 | Trip Verified | Last time I will fly British Airways | Worst seats I have ever encountered in economy class. No leg room at all. I had to spread my legs to fit. Staff at the terminal rude. “Business class” offers the same seat, but with more legroom and they block the middle seat. They cram people in seats with no legroom and block off the same seat type at the front of the plane (where there is more legroom) just so the “business class” passenger has an empty seat between them. Plane is old with no onboard entertainment for a 3 hours flight. Last time I will fly British Airways. | A320 | Couple Leisure |
B Sherry | May 2023 | Dallas to Madrid via London | 1 | Not Verified | cancel your flight without notice | Top Ten REASONS to not use British Airways To all: Be Aware and be on Notice- Travel at your own risk I have travelled for years on many different airlines, and I have to say that British Airways ranks as one of the top two most horrible airlines to fly. Don’t waste your time or money. Customer service is non-existent. Please be on notice that if you purchase a ticket from them and once, they have your money, you can kiss any customer service and or help resolving your issue goodbye. We used them to travel to Europe and it was the worst experience I have had with an airline in years. When you work hard and save your money to travel, you expect a good experience. Welp not with this company. Who I am sure, makes millions on customers per year. I understand that sometimes things happen, but this started right after we booked our flight AND THE BAD EXPERIENCE DID NOT END UNTIL WE SET FOOT BACK TO OUR HOMETOWN. Please take note: #1 - The customer service number is buried on the internet and not listed on their website. I had to google it and still got the run around when someone finally answered. Trust me, the number is a secret. #2 – When you FINALLY find a customer service number, there is a long wait and when or if someone answers, they will not resolve your issues. Instead, they pass the buck to whatever airlines that they sold your ticket to. NO ONE TAKES OWNERSHIP #4- What airlines operates 365 days a year and around the clock but doesn’t have customer service reps to help you, the customer? BRITISH AIRWAYS that’s who. #5 - They will cancel your flight without notice and not notify you, AT ALL. NO EMAIL, NO TEXT. #6- If you are not the primary on your ticket you will get no notifications or even if you are the primary, you may or may not get notifications. #7 - If you pay for seats and you pick them, it doesn’t matter, they will cancel your seats and not refund your money and then play stupid. #8 - The flight may be cheaper, but it is not once you are done paying for seats. #9- They will route to another partner airline and not notify you #10 – If you have a connecting flight, they will cancel one leg and not the other and NOT NOTIFY YOU. I will never use them again. And if this review helps one person that heeds my advice, then my job is done. | Couple Leisure | Premium Economy |
William Jackson | March 2023 | London to Valencia | 10 | Not Verified | flights changed with no cost | Easy check in on the way to Heathrow. The flight was on time with no issues. Our return flight to Valencia was booked for the afternoon and our long haul flight arrived early at Heathrow. This was with another airline and was not a connecting flight. I asked at the British Airways check in if we could be put onto the morning flight back to Valencia to avoid seven hours waiting at Heathrow. We had our flights changed with no cost and were checked in within five minutes. That is indeed customer service. Thank you. | Couple Leisure | Economy Class |
A Warten | London to Glasgow | Economy Class | 10 | Trip Verified | Cheap, quick and efficient | Online check in worked fine. Quick security check. Once onboard quick flight up to Glasgow, water and snack provided. All in all very pleased. Cheap, quick and efficient. | A320 | Solo Leisure |
E Michaels | London Heathrow to Malaga | Business Class | 2 | Trip Verified | the worst major European airline | . The BA first lounge at Terminal 5 was a zoo at 2pm, dirty tables and used tableware everywhere. Worse than this, the usual atrocious boarding gate service, and boarding started 50 mins late. The flight was operated by a Finnair A320, which is barely low cost standard let alone business class. Hard, thin, uncomfortable seats, poor legroom and the cabin was simply tatty - I remain shocked that BA allow this, and it's time for BA's CEO and management focused on standards rather than bean counting. Finnair cabin staff were fundamentally courteous, but they provide a very trimmed down, budget airline type service, as the whole trip turned out to be - and yet this business class ticket was one of the more expensive on recent trips. I thought post Covid that BA were better for a few months, but with the many cost cuts they are making, they fall well below all other European full service Airlines. | A320 Finnair | Business |
Steve Bennett | London to Nice | Business Class | 4 | Not Verified | do not think the fare was worth the money | Paid a quick visit to Nice yesterday from Heathrow. Decided to go Business class since my last short haul flight in Economy was a real crush and rather unpleasant. I paid over £300 for a business class round trip. I went into the to BA lounge in Terminal 5 which was very crowded. Being 6.30 in the morning I decided against having a drink and stuck to the breakfast offering. The cooked options did not look that appealing but the fresh fruit selection was very enjoyable. We subsequently discovered a much nicer BA lounge closer to the gate, B36, and waited there for 40 mins. Boarding was efficient and we got ourselves seated in 2A and 2C, seat 2B was blocked out, which acted as an additional table. There did not seem to be any difference in the width of the seat from the cramped seating in Economy but there may have been an additional inch of leg room. I think that BA are trying to outdo EasyJet in terms on no frills. It would not cost BA that much to supply Business class passengers with a complimentary newspaper to read during the flight. The inflight magazine is no longer available. There are no screens so there was zero in terms of in flight entertainment. The inflight WiFi was flaky at best and non-existent at other times. I was glad it was only a two hour flight. I really do not think the fare that we paid was worth the money | A319 | Couple Leisure |
N Mayle | September 2022 | London to San Francisco | 2 | Trip Verified | BA is on the skids downhill | Words fail to describe this last awful flight - baby across the aisle crying for most of the flight and although horrible to go without any rest for the long flight LHR/SFO, it's understandable for a baby to cry nonstop - but the crew yakking loudly in the galley even after a polite notification that their conversation could be heard in the cabin - that made the flight unbearable for any rest or sleep (always difficult anyway westbound). The food was so bad that most turned down whatever the nasty offering was on the 2nd service. What happened to the really nice tea and scones? I've said this before after suffering through the BA concept of customer service (i.e. don't do anything to help the passenger if it involves any extra work) - this time i swear i mean it - never again on BA please! The lounge was so packed even a single traveler had a hard time finding a seat - poor BA is on the skids downhill. | Solo Leisure | Business Class |
E Heale | April 2023 | London to Dallas | 1 | Trip Verified | Absolutely terrible experience | Absolutely terrible experience. The app would not let me check in online and repeatedly asked for COVID documents, but then did not accept them even when provided. I was trying to fly back to the USA, where I am a citizen and the app caused repeated errors. I went to British Airways Customer Service to check in and was told that my seat was already given away to another passenger, even though I was there in plenty of time. This was also during an industrial action at Heathrow, meaning the number of flights were limited. I was delayed over 24 hours in returning to the USA, all because of their terrible app and then bad customer service that gives away seats even when the paid passenger is already there at the airport. | Solo Leisure | Economy Class |
H Mike | May 2023 | London to Madrid | 1 | Trip Verified | poor service and unhappy customers | BA overbook every flight to maximise their income with no regard for the customer. It means you cannot check in online or at the kiosk in the airport and have to queue even with no luggage. Makes easyJet and Ryanair look like customer champions. The server in Itsu in the BA terminal says she stopped flying BA years ago due to the service being bad all the time. Most customers she serves have a complaint Staff don't care as poor service and unhappy customers is a routine occurrence. | Business | Economy Class |
Richard Cruise | May 2023 | London to Belfast | 1 | Trip Verified | just won't use them again | The flights were all on time, except Belfast from London which never is. The Staff were efficient. My issue is the App, I could not book seats to Tel Aviv though tried for a month as wanted to pay. So ended up in a middle seat even though a window seat was available on the flight. The seat was in front of the dividing barrier and was used as thoroughfare by the service team throughout the flight so I wasted my money on PE seat! You can get hold of BA customer service via the app either and they have just ignored all other communication so just won't use them again. | Solo Leisure | Economy Class |
Kathi Blanning | May 2023 | Los Angeles to London | 3 | Not Verified | Another bad show | Only the second time flying BA as first time wasn’t positive. Could have made my connection in Heathrow if BA had been proactive. Instead, overnight at the Renaissance hotel compliments of BA. Adequate, but one wonders why a large part of this hotel is devoted to sleeping and feeding of hundreds of stranded passengers. If BA had offered one employee to help us get to our gate instead of waiting for the shuttle bus which was a half hour late arriving, we could have made our flight and saved BA the cost of rebooking, hotel, shuttle, food accommodations. Another bad show. Business class fare should offer more. | Couple Leisure | Business Class |
Harry Okin | April 2023 | Atlanta to London | 3 | Trip Verified | what an earth is going on at BA | I wasn't going to bother reviewing this flight as I seem to be on a perpetual downer with BA but the airport experience convinced me otherwise. After having our flight class reduced from First to Business, then offered an alternative route on the outward leg in First to make up for the disappointment, they then reneged on this. As it was a special anniversary it sucked. Flying back we checked in online to our chosen window seats, at the gate we had to show our passports as we passport before boarding as we were hand luggage only. Trying to board we had our passports checked twice more and were issued new boarding cards for centre seats. Unbelievable! The flight itself was very quiet and only half the normal crew for this aircraft was unavailable. This meant no pre-departure drinks and a limited selection of food. The crew was great but what an earth is going on at BA, they have this unique knack to snatch defeat from the jaws of victory every time. I say this as the new club suites are great. | Couple Leisure | Business Class |
Nicholas Felty | no | May 2023 | 1 | Trip Verified | I had to reschedule my flight | I booked business class tickets for my fiancé and I. I had to reschedule my flight due to an unforeseen timing change, so I called to get have my flight refunded. The representative on the phone informed me he wasn't sure how much I would get, as the refund department needed to check, but estimated I would lose 10-20% of my booking to fees. I accepted. I never got a cancellation email, or any update, but instead received $35 total back. Less than 1% of my booking costs. Since then I have spent over 5 hours calling different departments before they blocked me. I've lost a tremendous amount of money with nothing to show. | Couple Leisure | Business Class |
C Peale | Sydney to London via Singapore | Business Class | 1 | Trip Verified | most appalling airline service | I will never travel with British Airways again. I spent over $10,000 on a business class seat to attend a funeral in the UK. First, the Boeing 787-9 cabin has 7 seats across the aisle so what you are getting in reality is premium economy. The seats are narrow and effectively are a business class seat cut in half. They have squeezed these seats in which means that some passengers bump their heads into the bulkhead when they stand up and many have to clamber over others to go to the toilet, which wakes up that passenger. The whole point about business class is that you pay to rest and have privacy and not have someone push over the top of you. Second, the food was disgusting. Third, the service terrible. Fourth, the toilet was tiny. Fifth, the inflight screen was fixed and too high so I could not see anything. Sixth, their baggage handling is also appalling meaning that my taxi was waiting for 2 hours and I had to pay more (no free airport transfers with British Airways). Seventh, the charging points did not work. The second leg to London was on a larger plane with 4 seats across the aisle. That was bearable because no hopping over people but the seat was very uncomfortable because it was not one piece. This means that you are sleeping on a metal bar (the seat) where there is a gap in the seat. To add insult to injury I now find that both flights back to Sydney are on the small plane. To book a seat before check in is $170. I paid it but note that there were only 4 seats left. This is why I got the worst seat in the house going out. This is the most appalling airline service I have ever encountered. There is no point paying for business class in British Airways. | Boeing 787-9 | Solo Leisure |
Jason Wickert | May 2023 | Heathrow to Faro | 1 | Trip Verified | Customer service is shocking | I am already in Portugal so contacted them today and they cancelled my return flight because I was 10 minutes late calling them, even though I tried for 2 hours to get through the day before. Now I am unable to get back and they have kept the 500 pounds. Customer service is shocking, they have no intention of helping you. | Solo Leisure | Business Class |
S Dasirou | May 2023 | London to Barcelona | 1 | Trip Verified | Avoid this airline | Terrible. Avoid this airline. It’s now becoming regular practice to cancel flights. Had a cancellation from Switzerland that forced us to spend the whole night in a cheap hotel and had to fly out the next day and then had another cancellation to Spain. The airline only knows how to ask for expensive prices. | Business | Economy Class |
Alexander George | April 2023 | New York to London | 2 | Trip Verified | a lot of actual lies being told | Despite being a gold member, the British Airways staff in Heathrow literally could not care in the slightest about the absolute turmoil and logistical damage or wider impact of their terrible service. All the staff members repeat the same mantra - “we are not obliged to provide even an update for the first 24 hours” as if that would make the situation better. There are no proactive updates, no empathy, no care but a lot of actual lies being told. You can tell that they have given up any care or thought for the passengers as actual individuals - they show this in every action and word they say. All of them are better suited to working away from other humans. | Business | Economy Class |
G Jones | Singapore to London | Business Class | 5 | Not Verified | premium price for very average service | Regarding the aircraft and seat: The business class seats on this flight were pretty good. All were of the suite type, where every seat has its own booth with sliding door for extra privacy. The downside to this is that if you are travelling as a couple, its quite difficult to interact. There is ample storage and USB charging ports. The seat is pretty comfortable. As someone who finds it very difficult to sleep on flights, this was one of the only times I've been able to get a few minutes sleep here and there. The amenities provided are pretty average when compared to other airlines. The leather toiletry bag was quite nice though. No slippers, only a pair of socks. The restrooms on the flight are very small, and don't provide much in the way of toiletries compared to other airlines. No free Wi-Fi in Business Class is not acceptable. Another example of BA's penny pinching in recent years. Regarding the staff and customer service: Poor. Inattentive. Beyond meal times there was offer of water during the flight. I had to go and find an attendant and ask. There was also no offer of any snacks. Rude at times. My partner asked for a fork to be replaced as the one provided was quite clearly dirty. The attendant was incredibly rude in response. This left us shocked. Different customers seem to receive a different quality of service. A customer behind me was repeatedly greeted politely by name and asked how they were, whether they needed anything etc. whereas my partner and I were not afforded the same level of personal service. This is disappointing as we paid the same price for the tickets so expect the same level of service. The food was pretty bad. I had risotto while my partner had chicken. Both were extremely over cooked and the rice looked like porridge. The vegetables were discoloured and flavourless. The bread was nice though. The breakfast wasn't much better. Summary: BA has become the Ryanair of long haul. The customer service is way below what I would expect for a premium airline in a premium seat. You pay a premium price for a very average service. If there are other options available I would choose them over BA these days. | Boeing 787 | Couple Leisure |
Michelle Morgan | January 2023 | Sweden to Los Angeles via London | 1 | Not Verified | lack of customer service | I travelled with British Airways from Sweden to Los Angeles via London in December 2022. When I arrived at LAX one of my bags were missing. There was no information of the whereabouts of my bag and after searching for someone for about 30 minutes, I found the point of contact and she told me my bag was left behind. I gave her my details of where I would be staying and she told me that they would contact me. After a few days and still no contact I tried to call British Airways customer service. The woman at the airport didn’t give me a file reference number, so it was quite difficult to try and locate my bag, but they finally found the reference number and my bag and said it would be delivered in a couple of days. I told them that I had switched hotels and gave them the address for where I was staying and everything was fine. But then a couple of weeks went by and my bag was still nowhere to be seen and it was time for me to fly home. At the airport I tried to talk with the personnel there to try and locate my bag and they said that it was delivered to the first hotel I stayed at, even though I had given them an updated address. I asked them what I should to since I was flying home now. The guy at the counter told me that it wasn’t his problem and that I should figure it out myself. I questioned him about his response and he just walked away. A manager saw that and came up to me and apologized for his colleague and that they would send someone to fetch my bag and send it with either my flight or the next one. I came home and a couple of days later I received my bag. I made a complaint and claims on British Airways website since I had to buy clothes and toiletries during my vacation because I didn’t have my bag. In January they said that they would refund me for my claims, it is now April (almost May) and I have still not received the refund even after multiple email conversations. I don’t know what to do anymore about this situation since it appears that no one is willing to help me. I am appalled about how the situation is being handled and frankly disappointed at British Airways and the lack of customer service. | Couple Leisure | Economy Class |
Srinivasan Balaji | Seattle to Zagreb via London | Premium Economy | 2 | Not Verified | Overall not a good airline | Food was lousy. Who ever is planning the Asian Hindu Vegetarian meal is clueless as to what this meal includes. The snack was also lousy. It took us 2 hours just to go from T5 to T3 and clear security check. The place was chaotic. We get to our boarding gate and again a long line with 40 minutes wait for someone to check passport and boarding pass. Seats in Premium economy was ok, but when the passenger in front reclines, there is very little space for the window seat passenger to cross over. Overall not a good airline. | Boeing 777 | Couple Leisure |
P Patel | Bangalore to Toronto via London, | Premium Economy | 1 | Trip Verified | delayed and missed connecting flight | Had the worst experience. The flight from London to Toronto got delayed and we missed the connecting flight to Halifax. We were four including an infant and a toddler aged 4 years, despite being delayed and missed the connecting flight the ground staff were not at all helpful. We waited for an hour to get them to talk to us and at 12 am they told us they have not booked any hotel for us to stay that night and asked to go search for a hotel on your own, very nice of you British Airways. At least you guys should have given some consideration to the travelers who travel with children and booked some accommodation. We will NOT to travel on this airline again. | Boeing 777 | Family Leisure |
C Mayre | London to Denver | Economy Class | 1 | Trip Verified | !not a good experience | The ground staff were not helpful. Felt like all they wanted to do was rush us to check in and then all passengers needed up waiting in a holding area for a bus anyway. Travelling with a child with a disability was a nightmare with British Airways. Logged a complaint and it took almost four weeks to answer. Lost some of our luggage. It was not a good experience. | Dreamliner | Family Leisure |
Kai Kohlberger | London to Hong Kong | Premium Economy | 10 | Trip Verified | A very pleasant experience | Second time BA Premium Economy in a newer aircraft and yet another excellent experience. Despite a three hour delay and missing my connection in Hong Kong, this was a very pleasant flight. Seats are spacious and comfortable in Premium Economy in this layout, attitude of the cabin crew was excellent and food was good. They communicate well and rebooked my connection during the flight which brought peace of mind. A very pleasant experience in BA Premium Economy after a major disappointment in Club World earlier this year. | A350 | Solo Leisure |
Guadalupe Carlos-Alarcon | April 2023 | Brussels to Los Angeles via London Heathrow | 2 | Not Verified | It was a nightmare | They changed our Flights from Brussels to London Heathrow to LAX on 4/16/2023. We paid extra to choose our seats. Since they cancelled they never honored the seat that we bought, they seated us in totally different seats. I asked the check in employee, she was very rude and told us that we have to understand that was a different flight. From London to LAX was worse, nobody in the airport help us. Employees from BA told us that we have to return next day for our flight we can rent a hotel or go terminal 3 and sleep there. Finally one employee help us and gives a voucher for hotel. It was a nightmare this airline. We missed one day work and BA didn’t return the money that we paid for our previous chosen seats. | Couple Leisure | Economy Class |
Patrick Sparks | April 2023 | Copenhagen to London | 5 | Not Verified | Abysmal service | At Copenhagen the most chaotic ticket counter assignment in the history of airlines. Time on board never changed, no fixed counter at Airport. Abysmal service that needs vast improvement here | Couple Leisure | Economy Class |
T Cayle | March 2023 | London to Denver | 1 | Trip Verified | trained to give you the runaround | Worst experience of my life trying to deal with the customer service for British Airways. So many issues with getting from one destination to the other. Had an absolutely horrible time trying to get answers or reach anyone who was capable of helping navigate uncertainties. I wrote them a formal complaint requesting some type of refund and received a generic “we are sorry” email with 5000 avios attached which is equivalent to maybe $50 on a $600+ flight. Needless to say these will go to waste as I refuse to fly with an untrustworthy incompetent unorganized airline that couldn’t even address one single issue expressed to them. It was equivalent to handing me a band aid after slapping me in the face. I will say the flight itself was smooth and the onboard staff was kind and attentive. The most frustrating thing is that the customer service is trained to give you the runaround so heavily to the point of exhaustion that you just give up trying and take the loss. | Family Leisure | Economy Class |
Andrew Pybus | April 2023 | Hong Kong to London | 3 | Trip Verified | they only had one choice of meal | Due to code sharing with Cathay Pacific I was downgraded to BA on my return leg. I can’t describe how cheated I felt. I booked and paid for an airline with great entertainment, food and service, instead, I was forced to go hungry because they only had one choice of meal and it was inedible. To ensure the passengers didn’t get any funny ideas and assume that as the vegetarian option was unavailable they might be given a cracker or a small packet of nuts. The cabin crew announced in their uniquely aggressive and dismissive way “You won’t get anything else for 12 hours you know!” the entertainment is compiled mainly of B movies so I paid £11 for Wi-Fi so I could watch Netflix on my laptop. Unsurprisingly, the signal was so weak I couldn’t even send an email. To add insult to injury, the earbuds provided the cheapest and lowest quality I have ever seen. Since the last time I used this airline the crew are less rude and obnoxious and are now just impatient and unhelpful. What I don’t understand is why it seems that British Airways look for these characteristics as desirable attributes for their crew. | Solo Leisure | Economy Class |
M Edwards | Heathrow to Malaga | Business Class | 4 | Trip Verified | relentless BA cost cutting | LHR check in was quick at the First Wing and quickly through security. The First lounge was quiet for a change and a reasonably good breakfast buffet available. While BA have brought back their Highlife magazine in the lounge, it seems they used Covid to scrap all the other magazines they used to offer, as part of the endless BA cost cutting. The toilets in the lounge were as disgusting as ever, not cleaned frequently on this visit and they are about 20 years out of date (the public washrooms in T5 are better and cleaner). Boarding was the usual BA muddled mess, and two of the gate staff appeared to have no clue what they were doing. Endless announcements at the gate about being a full flight, requesting passengers to check in bags, only to get on a flight that was less than 40% full. Onboard a very good welcome from Captain and the flight left the gate only 5 mins late. Breakfast had 3 choices and was a fair standard. No hot towels or even packet towels offered in Club Europe any more, another part of the relentless BA cost cutting. I wouldn't mind but fares are proportionately a lot higher now than pre Covid. Cabin staff service was perfunctory at best, not a scrap of recognition for BA Gold or Oneworld Emerald members, clear proof that BA really don't care any more. Breakfast trays cleared 45 mins into the flight, and that was the sign for staff to stay in the front galley for the rest of the flight. Paid £4.99 for 1 hours wifi, and dropped connection for the next 40 mins. Sad to note that staff service on Ryanair is more pro active nowadays. Priority tagged suitcase came out nearly last at Malaga, this is standard for BA business class baggage handling. Do not waste your money on Club Europe, standards just keep dropping. | A320 | Business |
Luis Rojas | March 2023 | Santorini to Gatwick | 3 | Trip Verified | I wouldn't recommend British Airways | I wouldn't recommend British Airways at all. I tried to call to customer service for 3 times in different days and time and I waited for more than 30 minutes on the phone! I ended hanging up. They are excusing themselves in the high volume of calls. I write an email an I am still waiting for 2 weeks! Website is difficult to navigate. It is not easy really to have an invoice of proof of receipt or look for another service. They sent you online but you don't receive a PDF file. So if you need a proof of flight, you need to do screenshots. And, once the flight is flown, you have no access to that booking again to reprint any document or try to create a PDF. You need to contact with a customer service which I did it online, long waiting time, and had to wait more than a week to receive it. Expensive and poor, almost inexistent customer service and difficult to use their website. An airline that definitely wouldn't recommend. It is such a shame that in 2023 they are still in this position and sleeping when they have competitors around | Family Leisure | Economy Class |
C Maire | January 2023 | Madrid to Belfast via London | 1 | Trip Verified | Absolutely horrible experience | Absolutely horrible experience. I booked a ticket from Expedia for a British Airways Operated flight from Madrid to Belfast with a changeover at London Heathrow. The whole itinerary was listed as BA although the Madrid to London flight was Iberia. On Jan 22nd, London was experiencing cold and fog. The Iberian flight sat on the tarmac for 2 hours in Madrid because of the London weather. Upon landing in Terminal 3, I had to take a bus to Terminal 5. The flight was the last flight to Belfast for the evening and it had already taken off. The BA desk was swamped with people as many people had to spend the night due to the weather. The British Airways staff said that we could go book any hotel up to 200 pounds and we would be reimbursed. I was barely able to find a room and had to take an expensive cab. However when trying to get the reimbursement, BA said it wasn't their problem and that it was Iberia's problem. Iberia said they do not reimburse due to the weather. When complaining to BA, they said they only market the flight as BA and that they refuse to reimburse. Absolutely disgusting behavior by the airline to not take any responsibility for a flight that they were using their name to sell it to people but don't want to take responsibility for it. Did they expect me to take the bus back to Terminal 3? Their people gave out false information. | Solo Leisure | Economy Class |
Megan Campbell | April 2023 | Dublin to London | 1 | Not Verified | This is the worst airline | This is the worst airline. Not one thing went right. I don’t understand how they have got it so bad. Late take off, no gate when we arrived. Bags took over 40 minutes to arrive. Horrendous | Business | Economy Class |
L Horten | March 2023 | London to Venice | 2 | Trip Verified | never fly British Airways again | I will never fly British Airways again. To start, the plane was over 2 hours late, with no weather and no reason given. The boarding process was chaotic, both in the airport and onto the plane. But more importantly, although we were in business class, it wasn’t really business class. There were a few aisles —not separated in any way—in which they simply put a tray on the middle seat so that no one sits there. And those seats, like the rest, were extremely cramped and uncomfortable. I could not believe they called this business class. | Couple Leisure | Business Class |
L Keane | Las Vegas to London | Economy Class | 1 | Trip Verified | seats were cramped and uncomfortable | Worst aircraft I have ever flown. The seats were cramped and uncomfortable considering the flights cost well over &1000each we expected a little space for the money my husbands knees were rubbing on seat in front which for a 10 hour+ flight is not acceptable. My food was disgusting and inedible both the hot food and the breakfast were vile. I would not entertain using BA again. Ground staff were great it’s the seating and food on offer that lets the airline down. We expected so much more. | A350 | Couple Leisure |
Brett Hardy | Faro to Heathrow | Business Class | 9 | Trip Verified | I enjoyed my flight | I enjoyed my flight. The boarding was swift and service was very friendly and professional. The food selection was good and I enjoyed the quality. The was only one downside - when we landed there was an issue with ground crew not being ready at T5, so in total from landing to getting the doors open it took 30 minutes. I believe the Heathrow T5 were having strike action that week. | A320 | Solo Leisure |
P Jones | London to Atlanta | Business Class | 5 | Trip Verified | found the food menu rather odd | Why do you make it so hard? After a so so lounge experience, the staff taking care of boarding treated us with disdain bordering contempt. It can’t be training, who would do that, it has to be no fear of anything happening. The “new” club world suites are a huge step up from the old product and really on deliver comfort and privacy. The crew were professional but I personally found the food menu rather odd. Essentially, there was one only main that I could handle and was then told they had ran out. I was a few rows in. | Boeing 777 | Couple Leisure |
Colean Wright | April 2023 | London to Copenhagen | 1 | Trip Verified | cover 50% of my new luggage | After several delays and canceled flights, we finally made it to Copenhagen on American Airlines and British Airways flights. My luggage was destroyed, wheels torn off. I had to buy new luggage in Denmark. I made a claim with British Airways to reimburse me but because I didn’t have the receipt for my old luggage, they would only cover 50% of my new luggage. Advice, have receipts for your old luggage prior to flying so you don’t get ripped off like I did. | Couple Leisure | Economy Class |
Andrew Fitch | April 2023 | London to Malta | 2 | Not Verified | the worst flight of my life | Literally the worst flight of my life. After booking tickets together with my partner, we were then separated: ‘sorry, the flight is full.’ The flight then took off 45 minutes late - no apology. The trolley service took over two hours and they periodically skipped rows, and the response was flippant and rude: ‘whoops. Not sure how that happened. What do you want?’ Genuinely appalling from beginning to end. Might as well fly Easy Jet - at least they charge a price commensurate with the poor quality of service, not like BA | Couple Leisure | Economy Class |
Andy Magowan | Belfast to London | Economy Class | 7 | Trip Verified | flight was pleasant enough | I swore I would never fly BA again after they messed me about so much when trying to get to Budapest. But the times for their flights suited me so I decided to give them another go. The flight left on time (just about), the cabin was clean and the staff friendly. There was even complimentary tea/coffee and a breakfast bar to be had for economy. The flight was pleasant enough and I can't think of any negatives to write about. The flight and service was certainly head and shoulders above my trip with easyjet. | A319 | Couple Leisure |
Andrew Pybus | London to Hong Kong | Premium Economy | 4 | Trip Verified | downright rude and abusive | Obviously many airlines have gone downhill in recent years. Prices have increased and services have gone down. The most disappointing thing about BA is that aspects that really don’t need to get worse have. The check in staff at Heathrow are downright rude and abusive, shouting at passengers to line here and there and rolling their eyes if passengers get confused with the constant shouting and bullying. Airlines are now competing globally more and more and this behaviour is particularly noticeable in Asia where the service industry is next level. I wouldn’t want to suggest that all the staff are like this and many younger employees are polite and helpful. However there were a couple of older staff that were downright rude and obnoxious. | Boeing 787 | Business |
K Bhaduri | April 2023 | Mumbai to Chicago via London | 1 | Trip Verified | disappointing staff | Lost 3 out of 4 checked bags. Denied wheelchair assistance at LHR for my wife and the staff forced us to change terminals by foot. Rude staff on BA297 from LHR to ORD on April 05, 2023: ignored multiple times when simply requested a cup of water. When walked up to them after a couple of attempts to request for water politely, the BA staff onboard yelled at my wife and asked her to be go back to seat. Horrible flight with disappointing staff. Customer service is terrible and online check-in never worked because BA never verified our COVID documents which were uploaded in advance, resulting me and my wife seated separately. I’ve lost respect for British Airways. Disgusted. | Family Leisure | Economy Class |
N Melville | London to New York | Business Class | 3 | Trip Verified | crew could not give a damn | I have flown with BA for many years and there was a time about 10 years ago when they were getting better. Sadly this trip underlines how they have slipped versus other airlines. At booking time, one is scammed an extortionate amount to book a seat. At Heathrow T5 check in the queues were unbelievably long and staff at bag drop curt to say the least. The lounges here remain awful and overcrowded and BA has not invested in them for many years. On the flight the food was okay, although portions are kept minimal. This was one of those days when the crew could not give a damn and the service was mostly absent for the entire flight. Next time they change CEO, can they not do better than recruiting from aa second rate, budget Irish airline. | Boeing 777 | Business |
C Down | Mumbai to London | Economy Class | 9 | Trip Verified | a very solid experience | Boarding at Mumbai was chaotic and badly organised. Once on board the crew announcements were professional, relaxed and informative in typical BA style. The seat was quite comfortable. It was a refurbished aircraft and the padding and materials are quite good. I was lucky that the middle seat was empty so I didn’t suffer from the new narrow seat which I think would have made it a lot less comfortable. The IFE is excellent, responsive and good quality. There is an enormous selection of TV and movies and a good number of games. WIFI is also very good not quite Netflix quality but still reasonable and I don’t think £17.99 for full flight is bad value. You can pay less if you just want short term simple messaging. Cabin crew were very good. Friendly and efficient. Catering was reasonable although on a near 10hr flight, the small (but tasty) pastry for the second meal service wasn’t really enough. Landing and processing at Heathrow was astonishingly quick - it felt like it was 3am, even though it was 6:30pm! No queues or waiting at all. Even the baggage was super quick at coming through. Overall a very solid experience in economy. Significantly better than it used to be. | Boeing 777-200 | Solo Leisure |
Pieter Boone | Mexico City to Amsterdam via London | Business Class | 10 | Not Verified | Service was impeccable | Mexico City Airport is a zoo, but taking the late departure on BA to LHR isn't too bad. Club passengers can use the AA Admirals Lounge, which is surprisingly good and not too busy as it seems to cater to BA's club passengers only at this time of day. Lovely staff, solid food & bar, really pleasant. We flew an older 787 with the old style club seats. Seated in the front cabin (just 3 rows of club) in the window and adjecant aisle seat is really good if you travel with your partner. Come to think of it, I will really miss this old style -once cutting edge- lay-out. There is no better way to fly when you are a couple. We were in that last row of the front cabin so both window and aisle seat had unobstructed access to the aisle. Still terrible you have to pay for these seats, but it obvioulsy works and we were happy getting these seats. Flying BA when the crew is good is amazing. Service was impecable on this flight. Just the right mix of humor, service and attention. Food seemed to be good as well, but hardly touched it. I am fine sleeping in these old club world seats although bedding could be better. On time departure, smooth flight and early arrival at Heathrow. We went outside for a smoke and returned to the terminal through fast track. Security at LHR has always been terrible, but today security staff was too busy chatting among themselves so all bags went through without 'secundary' checks. We had a lovely shower at the 'spa', what a fabulous facility. The South Lounge was crazy busy and it is just a design disaster. Who ever choose the bizarre combination of furniture: what a mess! Food on offer was solid and so are the drinks. Our home stretch to Amsterdam was pretty straight forward. Lousy welcome at the door but crew recovered well and made everyone feel special with excellent bar-cart service. I love the 'double'-servings of drinks. English tea is about the worst meal concepts in the world and I really don't understand BA stuck to it through the years. No-one like the cucumber white bread things, but hey... On time landing in Amsterdam but the usual long taxi then clumsy jet bridge connection ended up with a 20 minute late arrival, why is it so hard to connect a jetbridge in Amsterdam? Flying club in BA is still wonderful. I Love it! | Boeing 787 / A320 | Couple Leisure |
S Dartano | March 2023 | Barcelona to London | 1 | Trip Verified | Very poor service, very frustrating | Very poor service, very frustrating. Firstly my flight to LHR was cancelled on 16 Mar23, while I got a text message to inform me, the information desk was unable to confirm if was correct or scam. Once this was confirmed, I went to the counter to get my new boarding pass. At the counter they informed me that the coach will be leaving in 15mins for the hotel. We (me and other fellow travelers) waited for over 45mins, there was no one at the coach stand to guide us or answer any questions. The transfer hotel was 30 mins away from the airport. When we got to the hotel which is around 10:15pm the staff informed that dinner closes at 10:30. that was a rush. It appeared more of a Motel than an hotel. The room - was smelling of weed, being a non-smoker this was uncomfortable. Although I wanted to compromise and rest, when I went to wash my face, the tap on the sink came off in my hands, I panicked and asked the reception staff to change my room. After some discussion, they agreed to change it. I went to the alternate room, to my horror, it was occupied. I asked the staff to call a cab, and I left. | Business | Economy Class |
David Newman | London to Lanzarote | Economy Class | 3 | Not Verified | Generally poor | Generally poor. Sent to gate on time, sat maybe 30 minutes, was then announced as crew were not familiar with the A321 there would be a delay. Clearly nonsense and there was a retraction on board of this statement. Watched the crew walk through to the gate, my impression was they did not want to be there. Was given a miniscule amount of water, small bag of pretzels and then it was announced there would be a wait for any further cabin service as card processing machines were u/s. No further updates or sight of crew for next two hours, then attempted to charge us for even a glass of water. When I said this should be complimentary, girl said it was not her problem and walked away. | A321 | Couple Leisure |
Derek McLeod | March 2023 | Marrakech to London Heathrow | 1 | Not Verified | changed our prepaid seats | BA changed our prepaid seats at the last minute and charged us to select new seats. Flight took off late, cabin crew served a tiny packet of pretzels. Arrived at Heathrow late, put on a remote stand, loaded onto buses to terminal. Held up at transit security by a clown of a member of staff, allowed 15 passengers at a time because of a trial. Queued at security for 20 minutes. | Couple Leisure | Economy Class |
Derek McLeod | March 2023 | London Heathrow to Marrakech | 1 | Not Verified | airline is going downhill rapidly | Flew from London Heathrow to Marrakech. BA changed our pre paid seats at the last minute and even charged us to select other seats. Boarding was chaos. Staff were rude demanding selected passengers put their hand luggage in the hold. I had one small bag however they never demanded other passengers with 2/3 bags and some with hand luggage that was obviously too big. Flight was late taking off and the snack was a miserable tiny packet of cheese pretzels. This airline is going downhill rapidly. | Couple Leisure | Economy Class |
Mohammed Laidi | May 2022 | London to Algiers | 1 | Not Verified | made a complaint, nothing happened | I was meant to fly in January to Algeria. I paid over £300 for the ticket. Just a few days before I was meant to fly, my wife broke her foot. I had to then rebook it in March and pay another £100. I called British Airways 3 weeks before my flight in March and I told them again that it had to me rebooked, as my wife was still not well. They told me that I don’t have to pay anything to get it rebooked as I sent them a letter from the hospital saying my wife wasn’t well. However, they never sent me the ticket. They made me wait for nearly 4 weeks and they asked me to pay either £316 on top of the £450 that I paid previously. Or the second option they gave me is to get a refund of £80. (Tax only). I found it ridiculous that they told me to pay a fraction of the money I previously paid. Each time I call them, they hang up on me; or they continue telling me to pay £360. I made a complaint, and nothing happened. | Family Leisure | Economy Class |
S Walder | March 2023 | Miami to Munich via London | 1 | Trip Verified | Every flight was delayed | We have flown repeatedly with British Airways and the One World alliance over the last few weeks. Every flight was delayed. Now we are back at the airport in Miami and have another massive delay so we will miss our connecting flight. Finally, our luggage arrived in Puerto Rico with a 3-day delay and we had to reschedule our round trip ... we haven't received any information about our luggage to this day, luckily we checked it ourselves at the airport and it was there. The last delayed flight meant the cabin crew that they too miss their connecting flights and we are on the same plane and they can't do anything. Wir sind in den letzten Wochen immer wieder mit Britisch Airways und dem One World Zusammenschluss geflogen. Jeder Flug war verspätet. Nun sitzen wir wieder in Miami am Flughafen und haben schon wieder eine massive Verspätung sodass wir unseren Anschlussflug verpassen werden. Zuletzt ist auch unser Gepäck mit 3 Tagen Verspätung in Puerto Rico angekommen und wir mussten unseren Rundreise umplanen… wir haben bis heute noch keine Info über unser Gepäck erhalten, zum Glück haben wir selbst am Flughafen nachgesehen und es war da… Beim letzten verpspäteten Flug meinte die Kabinen Crew dass auch sie ihre Anschlussflüge verpassen und wir im selben Flugzeug sitzen und sie können nichts machen. | Couple Leisure | Economy Class |
L Garson | March 2023 | New York to London | 3 | Trip Verified | how far the quality level has slid | I was horrified by the extremely small seats and the poor training that the crew clearly receives. Not one of them exuded any kind of warmth or expressed any desire to make our journey pleasant. The seats were so narrow that regardless of the size of your neighbors you are forced to touch each other constantly, if the seat in front of you is reclined you have no choice but to recline your own, or else you are breathing in the head/ scalp of the person in front of you. Food was revolting, they don't even provide napkins unless you ask with the pre-meal drinks and the secondary meal. The last time I flew BA it was a completely other experience and I was so sorry to see how far the quality level has slid. It was really majorly disappointing and I regret that I have already purchased 2 other intercontinental trips with the company. I will now have to see if I can change them. The pathetic 250 ml bottle of water, it's just a sip. On the shorter flights the seats couldn't even be reclined which was a great pity since the flight was delayed by almost 3 hours and we had to wait on board. | Business | Economy Class |
J Billot | Cairo to London | Economy Class | 2 | Trip Verified | worst cabin experience ever | The worst cabin experience ever: cramped seats, very low cost style and uncomfortable. Could suit for short flights but not for a 5 hours service. Catering is also a shame: 250ml of water + a chocolate bar for a 5 hours service. Will never fly BA again. | A321Neo | Couple Leisure |
l Higgs | Mumbai to Nassau via London | Premium Economy | 8 | Trip Verified | Very impressive and efficient | First time flying with British Airways and first time flying to the Americas from India via London Heathrow. I chose Premium Economy at a reasonable price. I was quite comfortable, however, the first leg of the flight from Mumbai to Heathrow, the plane was a bit outdated and there was only a foot rest. The second leg, from Heathrow to Nassau, the plane was brand new and my premium economy seat had a pop up leg support which was much more comfortable. Cabin service was fine - I appreciated that they didn't come through the cabin often while everyone was sleeping. The meals weren't that great to be honest. After landing in Heathrow, we had to wait on the tarmac for 45 minutes waiting for an open gate. My connection was less than an hour long! The BA staff in the Heathrow Airport helped me move through security quickly and I made it with time to spare for my next flight. When I arrived in Nassau, I found that my luggage didn't make it due to the short connection time in London. The BA baggage representative in Nassau was extremely professional and took down my claim. My luggage arrived on the next BA flight a few days later, and British Airways Nassau representative delivered it over to a charter airline which shipped it to the island I was staying on. Very impressive and efficient! | Boeing 777 | Solo Leisure |
D Vale | Johannesburg to London | First Class | 3 | Trip Verified | We are done with BA | The latest affront. Stood in first class line for an hour. Finally go up front and the BA agent let 4 supposed VIPS with 12-14 large to-be-checked bags in front of all of us. Arrogant and unapologetic. Add this to a long list of post-Covid disappointments. We are done with BA. | A380 | Couple Leisure |
Glen Patrizio | March 2023 | Munich to London Heathrow | 1 | Not Verified | I was left stranded at the airport | Booked a flight return flight between London and Munich for 3/11 to 3/17 in December. The return flight was cancelled and re-booked from 3/17 to 3/12. British Airways only notified me of the first change, but not the second. Getting the flight reinstated took multiple phone calls on both occasions. Each time needing to find a helpful representative. British Airway employees told me that even though they cancelled my flight they did not have to refund the ticket. They tried to charge an $800 change fee. Through repeatedly calling back, British Airways reinstated my 3/17 flight on 2/20 and then again on 3/6. To make sure it did not get changed again, i checked the status of my ticket daily from 3/12 to 3/15. It was intact those days. On 3/16 when it was time to check-in for the flight, it was gone. At the airport the staff at the British Airways check-in counter are not BA employees, so cannot help resolve problems. There are no BA representative at the Munich Airport. The confirmation documentation from British Airways was of no value. I was left stranded at the airport. | Solo Leisure | Economy Class |
C Lane | March 2023 | Amsterdam to London | 1 | Trip Verified | I will never fly with them again | I tried to check in on line and was informed that this was not possible. I was given no reason for this. I telephoned BA customer service and must have wasted nearly 2 hours being given wrong phone numbers and incorrect information. Staff need customer training, better knowledge of their product, and some manners. BA customer service was virtually non existent. I will never fly with them again. | Couple Leisure | Economy Class |
G May | March 2023 | Heathrow to Belfast City | 1 | Trip Verified | A catalogue of failures | A catalogue of failures. We flew from Belfast to Heathrow a week ago and the flight was delayed by over three and a half hours. We missed our onward Air Canada flight to Calgary as a result. On arriving in Calgary (after re-routing via Vancouver which added over 6 hours to our journey) we met other passengers who had also missed the same Air Canada flight as their British Airways flight from Manchester had also been delayed by several hours. We are now on our way home only to find our Heathrow to Belfast flight, which had already been cancelled and put back 2 hours, is now delayed by another 2 hours. Avoid British Airways like the plague. | Couple Leisure | Economy Class |
A Ahmed | Gatwick to Dubrovnik | Economy Class | 7 | Trip Verified | it's by no measure good | Our flight out to Dubrovnik was at the painful time of 6:30 in the morning and from London Gatwick, not an easy airport to get to at that hour especially as you have to be at the airport minimum 2hrs before to be ready to board. I understand why the likes of easyJet, Ryanair or Wizzair fly at very odd times to utilise cheaper slots at airports, but it seems an odd choice for BA given most people like us who fly with them choose them based on quality not on price alone. Outbound LGW-DBV: Boarding was fairly quick, easy and efficient and we took off on time. Pilot announcements clear, professional and inspired confidence which is something I appreciate and expect of BA pilots. Aircraft was clean and it had not been through the recent refurbishment program yet so had the advantage of having the 'Pinnacle' seats in economy still with more padding and adjustable winged headrests for better comfort. Complimentary Harrogate Mineral water given as usual which is a premium touch, complimentary snack of a Nutrigain bar was poor and not premium however. Cabin crew felt very unpolished in both presentation and behaviour - messy ill-fitting uniforms and unclassy make-up. Toilets clean and maintained, appreciate anti-bacterial wipes being kept available post-covid. Inbound DBV-LGW: For some reason no online or app check-in available, despite Dubrovnik Airport being a very modern airport with state of the art facilities. No queue at manual check-in though, and ground staff were very warm, friendly and helpful. Pro-actively offered to take our larger hand-luggage into hold free of charge, but we decided to keep with us as we would have to dash for train home from airport and trains on the other end were being cancelled already. We did not understand the delay to our flight as the inbound flight for that day had took off on time and landed on time. Also we travelled to Dubrovnik out of season, and the airport was empty at that hour, with all services being available solely for this flight taking off that evening. All the passengers in the terminal at that time including us were there to take this flight. We boarded on time and then we all sat at the gate for 15 minutes for no reason. It's truly bizarre how BA managed to take off late when all the services at the airport were operating and live solely for the purpose of enabling this flight to take off. Pilots for this flight were unpolished, with unclear announcements - during the flight one couldn't even remember where we flying back to! No apology for delay. Cabin crew a bit smarter presented and seemed more approachable. Harrogate water given out and the worlds tiniest bag of pretzels complimentary. Seats for this flight were horrendous and the new 'slimline' ones BA are installing from row 14 onwards. These seats have barely any padding, so very hard and also have no headrests so very hard to get comfortable. We landed 55 minutes late in Gatwick and again no apology was given - we were lucky to catch the last uncanceled train home otherwise we'd been stranded for hours. We'd spent half an hour circling Gatwick because we missed our original landing slot. Given 7 because in the context of the short-haul market thats what they deserve - we fly BA as we don't fly the low-cost carriers after so many bad experiences, but it's by no measure good, just the least bad option. Given 1 point extra solely for giving something complimentary onboard. | A320 | Couple Leisure |
S Paice | March 2023 | London Heathrow to Amsterdam | 1 | Not Verified | Avoid unless you have no other option | If I could give a minus rating, I would. Supposed to be LHR-AMS at 14.05 on 13th March. Get to LHR at 12.00, email to say flight cancelled. No one able to help at LHR, said to use the app. Only halfway sensible option was from LCY-AMS at 17.05, so taxi over there as trains from LHR not working (ok, not BA's fault). Get to LCY, showing as cancelled on screen, so check the app and there it is. Rebook again via the app to the 15.30 departure, go to desk to drop bag and was told that I was only on standby for the flight, with no guarantee of a seat, despite the app telling me it was confirmed. The 18.35 to AMS was already overbooked so was moved onto the 19.30 flight to Rotterdam. The 15.30 and 18.35 were both cancelled anyway, as it happened. Eventually took off and the best thing I can say is that it landed intact. Return from AMS-LHR, similar story. Arrive at AMS, screen shows the 21.00 is cancelled. Quickly check app, and confirmed it was. No emails, no texts, nothing. Rebooked via app to the 22.00 departure, so could have been worse. Desk agent helpfully printed me a boarding card as the app was unable to issue anything for a rebooked flight. Overall, dreadful. They just don't care and hide behind apps and automated call centres. Avoid unless you have no other option, and even then stop and consider if you 'really' need to go. | Business | Economy Class |
W Allen | March 2023 | Zagreb to London Heathrow | 2 | Trip Verified | pathetically inefficient | Plane was over an hour late leaving, no problem that can happen. But on arrival at Heathrow, the plane sits on the runway for 45 minutes as there was no free stand to go to. Then once at the stand we waited another 45 minutes as there was no bridge available to enable us to get off the plane. Just pathetically inefficient. | Solo Leisure | Economy Class |
Kevin Coker | March 2023 | New York JFK to Heathrow | 2 | Not Verified | fallen far behind their competitors | We were flying World Traveller Plus their Premium service. What it was not was Premium. We have travelled with many airlines and lucky enough to fly Premium most times. BA's premium is the worst I have come across. The flight from Heathrow to JFK was just ok, the flight back was in a plane that should not be used. Old, dirty, uncomfortable with two broken seats out of the four we had, one would not recline and one reclined without using the button. BA needs to look at the Premium service and offer exactly that instead of trying to cut costs. They have fallen far behind their competitors, they were once my preferred airline but now I try and avoid at all costs. I would rather pay more and fly with someone else. | Couple Leisure | Premium Economy |
Martin McCormack | December 2022 | Dublin to Orlando via Heathrow | 1 | Not Verified | one of the worst experiences | This was literally one of the worst experiences. I haven’t been to an airport since. It began in Orlando flying back the flight plan system went down and we were stuck on the tarmac for 6 hours. Poor customer service and just ignored at times. Then missed my connecting flight and we were told not to leave the baggage area without our bags. Even though I booked through to Dublin. Another 4 hours I was told my bags were lost and to continue to the desk to book a flight. Another hour later I was handed a card with a number and told to ring it. I was cut off three times and told I wouldn’t be able to get home that day despite several flights being available. Just booked my own flight and had lost my suit and presents for Christmas and missed an engagement party. | Solo Leisure | Economy Class |
R Worton | March 2023 | London Heathrow to Munich | 1 | Trip Verified | a horror show of incompetence | The usual shambolic unfolding that BA has now unfortunately been come to known for. We had a long weekend flight booked to Munich that was supposed to be departing on 9th February at 19:55. This happened to be our first flight with our newborn (3 month old) daughter. It turned out to be a horror show of incompetence. Just under 3hrs before scheduled departure, the original 9th February flight was cancelled. We received an email as we were boarding the Heathrow express. I’d booked a day of holiday off work for this trip. We ended up getting doing a round trip to Paddington instead. On the way back from the cancelled flight, both me and my wife tried calling BA. Despite one of us having silver membership (possibly the largest joke of a membership currently out there), I took us nearly 45 minutes to speak to someone who could help. I believe BA outsource their call centres and so you end up talking to people who are following a script. The result is that you might as well be speaking to an AI rather than a human. We often received the response similar to ‘computer says no’. If this is the service level for silver members I can’t imagine what a regular punter has to put up with. When the phone originally connected to a person, I had to wait 5 minutes as his computer booted up. - BA then proceeded to auto-book us onto a new flight for the next day but going to a different destination. Our original flight was to Munich and the auto-booked replacement flight was to Salzburg. When asking the robot at the BA call centre why they booked us on a replacement flight to a location 135km apart, they couldn’t understand my frustration. Eventually, someone was able to book us onto a flight the following day at 17:00. Not ideal as I’d wasted a valuable day off work and the hotel wouldn’t refund us or move our booking, but at least we were going to Munich and not Salzburg. - The day of the new flight came round and, this time, we managed to get all the way to the check in desk. Upon arriving at the check in desk, we were told that our rebooked flight had just been cancelled 4 minutes earlier. No email. No text. No notification ever arrived from BA to tell us that the flight had been cancelled. Incomprehensible as to how this could have possibly happened. The check in person said I should get on the app to rebook. At this point, I didn’t know whether to explode with anger or cry. Luckily, another check in person had an ounce of sympathy and explained to the useless check in person that he could actually rebook us. We were booked onto another flight later that evening (19:55 - BA0958). Unfortunately, that meant 5hrs in the grotty lounge with a 3 month old baby. It appears that everyone now has access to a lounge and so there’s really no difference between the lounge and a hostel, other than you get free stuff in the former. This was not a pleasant experience. We did eventually arrive in Munich and, despite asking, didn’t get our push chair/stroller delivered to the front of the plane. The plane was a characteristically BA dumping ground - they used to give you sanitising wipes so you could clean your seat and tray table down but they seemed to have cut back on this service too. All in all, another shocking BA service. A lost day of holiday and not an an ounce of empathy/sympathy/understanding at all from any of the employees I interacted with. | Family Leisure | Economy Class |
N Gale | December 2022 | London to Dubai | 2 | Not Verified | My baggage never arrived | Lost my case and took 6 weeks to locate it and still have not replied to me after 8 weeks. I had a business class flight scheduled on Dec 12 2022 … Manchester > Copenhagen -Bangkok and return flight Dec 27 2022 … Bangkok > Stockholm > Manchester. SAS Airlines left Manchester over an hour late due to the weather and air traffic control. When I arrived in Copenhagen to get the connecting flight for Bangkok we were 10 minutes too late and the flight had gone (half of the plane missed it).. SAS Airlines provided me with a new itinerary the same day being … Copenhagen (SAS) > London (BA) > Dubai (Emirates) > Bangkok. I returned from Copenhagen to London and the collected my boarding pass at BA. We were over 2 hours late leaving London due the weather and a passenger being asked to leave the flight. We arrived in Dubai late and was informed the flight had gone. Emirates then informed me that I had to speak with Thai Air to get another flight issued. I spent over an hour phoning Thai Air with nobody picking up the phone. I then spoke with Thai Air Dubai who informed me that they did not have any alternative flights and suggested that I buy a new ticket and then claim the funds back later. I paid £1279.43 for a Kuwait Airways flight out of Dubai > Kuwaiti > Bangkok. Whilst in Dubai I checked with Kuwait Airlines regards my baggage and they informed me that it had not arrived from London and they would locate it and forward to my Bangkok address the following day. My baggage never arrived despite me completing lost baggage forms. I arrived back home yesterday and was informed by BA that they have found my bag in London. | Business | Business Class |
S Marber | Geneva to London | Economy Class | 1 | Trip Verified | Total disruption, wasted time | The incoming and outgoing flight was delayed because French Air Traffic Controllers were on strike so we were routed over Germany, and not BA's fault. O arrival the pilot announced we could not pull onto the stand as no ground crew had showed up to turn on the automatic last metre guidance. It took around 40 minutes to find someone. Then when that was done there was a further delay as there were no ground staff to operate the skybridge. All told we were trapped on the plane for over an hour within metres of our gate. Total disruption, wasted time. Absolutely no excuse for this. | A320 | Solo Leisure |
Monica Cullen | December 2022 | Prague to London | 1 | Trip Verified | what an absolute nightmare | Back in December my family and I as we were getting onto the plane were refused. Even though we had boarding passes and seats allocated and had booked 6 months in advance we were refused. It turns out that someone had not turned up to work and they couldn't let all the passengers on the plane. So quite randomly (not) 9 people were selected and turned away. We were selected as we had no check in luggage and it was easier to boot us off despite them not knowing my circumstances, if I had connecting flights in London etc. I sought compensation from BA (which I was told I could do) and what an absolute nightmare this process has been. They wouldn't acknowledge my complaint for my family until I had an authorisation letter from them saying I could act on their behalf. Even though, I booked and paid for the tickets. So, I uploaded the authorisation letter no less than 10 times. Every time they told me they received it and every time I followed it up they told me they hadn't. There was no other way except to post from Australia to the UK to some office. Eventually, it finally go through to them. I have now chased up the reimbursement four times. Each time they tell me it has been sent and to be patient. Today they tell me that they need to check my account details. So, again, I send them the same information that I have done before. AND I wait patiently for my reimbursement. I am convinced that their business model is for you to get so frustrated you just go away. Well, you know what I won't. | Family Leisure | Economy Class |
Robert Davis | March 2023 | Heathrow to Glasgow | 1 | Trip Verified | I detest British Airways | As usual the flight is delayed this week, it already 3 hours and I’m held on a bus waiting to get taken to the plane. I really can’t explain how much I detest British Airways. If it was a cheap budget airline I could accept it, but it’s premium prices for the most unreliable service. | Business | Economy Class |
J Robinson | London Heathrow to Arlanda Stockholm | Economy Class | 8 | Trip Verified | Clean aircraft, good crew, professional | A short BA euro trip and this is where BA excel. Clean aircraft, good crew, professional, on time (within LHR standards) and a good value product delivered. Pity the in flight food sales were not a bit more exciting and appealing as more than a few asked about the non existent hot food options. But good overall. Check in self service is great now once you know how to use it with plenty assistance on hand for those who can’t. | A321 | Business |
Larry Schwartz | March 2023 | Portland to Tel Aviv via Heathrow | 1 | Not Verified | this airline is horrible | We are flying Business class for most of our flight and then Premium economy for the balance. In addition to the plane tickets we paid an additional $225/pp for our seats. Now BA is changing planes, they arbitrarily put us in separate seating areas (my wife & I) when we were sitting together before and they want to charge one of us additional $$ to be re-seated next to each other. They moved our seats away from each other and we shouldn't have to pay for their change of planes and their decision to not have us sitting together! We haven't even flown yet, this airline is horrible. | Couple Leisure | Business Class |
Helen Thomson | April 2022 | Heathrow to Milan Malpensa | 1 | Trip Verified | avoid flying British Airways | I am in Australia and on Friday night, went online to book a flight from Heathrow to Malpensa (Milan). I did not realise that when I specifically searched for flights to Malpensa it offered options to other airports in Milan. When I received my itinerary by email, it was to another airport in Milan. The itinerary email did not provide any means of contact for changes or advise me of the 24 hour cooling off period. As it was the weekend here I was unable to reach their office until Monday when they advised me there was no refund (other than fees) as I had missed the 24 hour cooling off period. Apparently as the ticket was issued in the UK, I needed to contact them. I have now cancelled the ticket and I will be going out of my way in the future to avoid flying British Airways. | Solo Leisure | Business Class |
Farid Filsoof | March 2023 | London to Los Angeles | 2 | Trip Verified | had better treatment from Ryanair | At 7.54 am on the day of travel whilst driving to London Heathrow I received an email advising my flight had been cancelled. I was offered an alternative flight with American Airlines which I had no alternative but to accept as I must travel today. I was flying to LA to see a family member who is end of life. The American Airlines desk downgrade my cabin from premium economy to economy. Tried 3 times BA provide telephone number, total useless, no help, given me wrong email address for sending my complains given to me in the email. I have been a BA frequent flyer for decades and have been a loyal customer. I now find I am travelling 11 hours in Economy without even the possibility of a refund let alone an upgrade. This is completely unacceptable. What has happened to this company? I have had better treatment from Ryanair. | Solo Leisure | Economy Class |
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