British Airways- Critical Failures

British Airways has cost us thousands and left us stranded — all because of a critical failure to inform passengers.

We recently attempted to travel from South Africa to the Netherlands with British Airways, with a 5-hour layover at Heathrow. It was our first time travelling abroad — after weeks of research, embassy visits, consultations with Home Affairs, advice from friends, family, and even AI platforms, not once was it mentioned that a transit visa was required for our short stopover in the UK.

British Airways provided no warning or guidance during the booking or check-in process about this requirement — not a single notice, email, or prompt. For an airline that operates globally and caters to international travellers, this level of negligence is unacceptable.

When we arrived at the airport, we were denied boarding due to not having this obscure visa. The British Airways desk staff admitted, and I quote: “This happens to people every day. They don’t know.” If BA knows this happens daily, then it is their responsibility to warn customers before accepting thousands in payments. A simple line like “If transiting through the UK, a transit visa may be required depending on your nationality” would have saved us thousands in costs and heartbreak.

To add insult to injury:

We're now stranded.

Reimbur*****t takes 4 weeks.

A R4000 penalty fee is being deducted.

No accountability from British Airways.

This experience has been traumatic, disappointing, and financially devastating. We are calling on British Airways to immediately update their booking systems to include visa alerts for transit passengers, and to refund customers in full and without penalty in such cases.

This is not just about us — this affects thousands of first-time or infrequent travellers who trust BA as a reputable airline. Failure to act on this may cost British Airways its reputation and customer base.

Do better, British Airways.