BA
British Airways UK
Unclaimed Business
BA
British Airways UK
Unclaimed Business
8 Reviews (last 12 months)
Does not respond to reviews
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#9
in Travel & Vacation
NPS Score
-100
Recommended: Unlikely
Review Distribution
1.3|8 Reviews
May '25 - Apr '26
5(0%)
4(0%)
3(0%)
2(25%)
1(75%)
5(0%)
4(0%)
3(0%)
2(25%)
1(75%)
Recent reviews (8)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceCO
CANDICE O'REILLY
1 reviews | Active since Jan 2020
13 Jan 2026, 10:44
PATHETIC SERVICE
After spending almost 3 hours due to visa problems, being given the run around by BA staff that really didn't seem to want to assist, I was ensured that my flight has been put "on hold" and I have 72 hours to make amendments by the manager and a gentlemen at the frontline of BA. After calling the BA call center this morning, I was informed that they do not have "on hold" policies and that the flight has been cancelled. I have been trying to contact the airline with no luck, called the airport and was also not very helpful and was told they cannot walk to their desk to hand over a message. I live 2 hours away from the airport and was told to drive back there to have a "note" put on the system. I need to fly out of SA for a work opportunity which I could loose if i do not have flights booked. The service f2f and telephonically from BA has been shocking, I have never experienced such pure disinterment and unhelpful service from staff at any other airline.
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CANDICE O'REILLY
1 reviews | Active since Jan 2020
13 Jan 2026, 10:44
PATHETIC SERVICE
After spending almost 3 hours due to visa problems, being given the run around by BA staff that really didn't seem to want to assist, I was ensured that my flight has been put "on hold" and I have 72 hours to make amendments by the manager and a gentlemen at the frontline of BA. After calling the BA call center this morning, I was informed that they do not have "on hold" policies and that the flight has been cancelled. I have been trying to contact the airline with no luck, called the airport and was also not very helpful and was told they cannot walk to their desk to hand over a message. I live 2 hours away from the airport and was told to drive back there to have a "note" put on the system. I need to fly out of SA for a work opportunity which I could loose if i do not have flights booked. The service f2f and telephonically from BA has been shocking, I have never experienced such pure disinterment and unhelpful service from staff at any other airline.
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Catherine V
1 reviews | Active since Jan 2020
8 Oct 2025, 08:25
Horrific service and experience from BA!!!
Horrific service and experience from BA!!! I booked a ticket to the USA which BA cancelled due to covid. BA then issued a voucher to use which was extended every few months. About a year later I received an email from BA offering a refund on the voucher as an option and I took them up on, filled out the relevant paperwork and received an email back from BA to say that the refund had been accepted with a voucher refund number. I even followed up less than a year after the refund was accepted and was told I will get paid, I'm on the list but it will take time and be patient. So I remained patient, was never paid and now the voucher has expired. Any attempts at trying to ascertain when I will receive the refund or why I haven't received the refund have been futile. All you can do is phone their call Centre (must have phoned them 10 times to follow up and I always get the same response," we will escalate it and someone from BA will get in touch in 7 business days".) No-one ever reached out or tried getting back in touch. Then you'd phone again and the same response and repeat.... Out of desperation I tried following up on X, same story a few agents responded, asked for screen shots of the correspondence with BA on the refund and once I'd sent them the screenshots never heard back, followed up, and no response yet again! How does an airline like British Airways operate like this, its absolutely appalling!!! The long and short of it is, had I never been offered the refund I would have used my ticket voucher but they offered the refund and I didn't use it consequently. Don't offer a client a refund when they clearly had no intention to pay out! As a last minute plan, I thought Id try to a quick trip to London in September 2025 just to use the voucher as I could see I wasn't getting any assistance from them re the refund but my Mum had a stroke whilst visiting me and I then couldn't travel. I surely can't be the only person to have experienced this with BA? If anyone knows of an airline Ombudsman, I'd be most grateful and see if I go that route? I will never book on British Airways again. Appalling service and ********* conduct!!
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Catherine V
1 reviews | Active since Jan 2020
8 Oct 2025, 08:25
Horrific service and experience from BA!!!
Horrific service and experience from BA!!! I booked a ticket to the USA which BA cancelled due to covid. BA then issued a voucher to use which was extended every few months. About a year later I received an email from BA offering a refund on the voucher as an option and I took them up on, filled out the relevant paperwork and received an email back from BA to say that the refund had been accepted with a voucher refund number. I even followed up less than a year after the refund was accepted and was told I will get paid, I'm on the list but it will take time and be patient. So I remained patient, was never paid and now the voucher has expired. Any attempts at trying to ascertain when I will receive the refund or why I haven't received the refund have been futile. All you can do is phone their call Centre (must have phoned them 10 times to follow up and I always get the same response," we will escalate it and someone from BA will get in touch in 7 business days".) No-one ever reached out or tried getting back in touch. Then you'd phone again and the same response and repeat.... Out of desperation I tried following up on X, same story a few agents responded, asked for screen shots of the correspondence with BA on the refund and once I'd sent them the screenshots never heard back, followed up, and no response yet again! How does an airline like British Airways operate like this, its absolutely appalling!!! The long and short of it is, had I never been offered the refund I would have used my ticket voucher but they offered the refund and I didn't use it consequently. Don't offer a client a refund when they clearly had no intention to pay out! As a last minute plan, I thought Id try to a quick trip to London in September 2025 just to use the voucher as I could see I wasn't getting any assistance from them re the refund but my Mum had a stroke whilst visiting me and I then couldn't travel. I surely can't be the only person to have experienced this with BA? If anyone knows of an airline Ombudsman, I'd be most grateful and see if I go that route? I will never book on British Airways again. Appalling service and ********* conduct!!
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troy van der horst
1 reviews | Active since Jan 2020
25 Sept 2025, 05:58
Damaged Luggage
Booked flights for Europe vacation (e-ticket receipt U4TCNG) with British Airways. Received damaged luggage at Cape Town International upon return from Athens via Heathrow and via Johannesburg. The local airline Airlink of the last connecting flight from Johannesburg said that they received the luggage damaged from British Airways. British Airways does not want to take responsibility for the damaged luggage and wants to shift the blame to the local airline. Now have two damaged suitcases, one which was purchased less than a week before the vacation and nobody wants to take responsibility. British Airways reference Case: 08161401.
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troy van der horst
1 reviews | Active since Jan 2020
25 Sept 2025, 05:58
Damaged Luggage
Booked flights for Europe vacation (e-ticket receipt U4TCNG) with British Airways. Received damaged luggage at Cape Town International upon return from Athens via Heathrow and via Johannesburg. The local airline Airlink of the last connecting flight from Johannesburg said that they received the luggage damaged from British Airways. British Airways does not want to take responsibility for the damaged luggage and wants to shift the blame to the local airline. Now have two damaged suitcases, one which was purchased less than a week before the vacation and nobody wants to take responsibility. British Airways reference Case: 08161401.
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Hendrik W
1 reviews | Active since Jan 2020
22 Jul 2025, 11:03
Double Charged for Baggage – No Response from British Airways After 3 Attempts
I am writing this review out of sheer frustration with British Airways’ complete lack of customer service. Before my recent flight, I tried to book and pay for an extra bag during online check-in. The website prompted me to enter my card details, but after doing so, it returned an error and said the payment didn’t go through. It then asked me to try another card. I followed the instructions and used a second card, but again received the same error message. I assumed the payments had failed – but to my shock, both amounts were later deducted from my accounts. Despite being charged twice, the baggage booking was never confirmed, and I had no choice but to pay again at the airport to ensure my bag would be accepted. Since then, I have contacted British Airways three separate times, via their official communication channels, explaining the situation and requesting a refund for the two failed online transactions. I have received no response at all—not even an acknowledgement. This experience has been both stressful and disappointing. As a paying customer, I expect a functioning booking system and, at the very least, a basic level of customer service. To be charged twice for a service I never received, then ignored repeatedly when trying to resolve it, is unacceptable. I am still waiting for British Airways to take responsibility and refund the money that was wrongly taken from me. I urge others to be cautious when using their online payment system.
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Hendrik W
1 reviews | Active since Jan 2020
22 Jul 2025, 11:03
Double Charged for Baggage – No Response from British Airways After 3 Attempts
I am writing this review out of sheer frustration with British Airways’ complete lack of customer service. Before my recent flight, I tried to book and pay for an extra bag during online check-in. The website prompted me to enter my card details, but after doing so, it returned an error and said the payment didn’t go through. It then asked me to try another card. I followed the instructions and used a second card, but again received the same error message. I assumed the payments had failed – but to my shock, both amounts were later deducted from my accounts. Despite being charged twice, the baggage booking was never confirmed, and I had no choice but to pay again at the airport to ensure my bag would be accepted. Since then, I have contacted British Airways three separate times, via their official communication channels, explaining the situation and requesting a refund for the two failed online transactions. I have received no response at all—not even an acknowledgement. This experience has been both stressful and disappointing. As a paying customer, I expect a functioning booking system and, at the very least, a basic level of customer service. To be charged twice for a service I never received, then ignored repeatedly when trying to resolve it, is unacceptable. I am still waiting for British Airways to take responsibility and refund the money that was wrongly taken from me. I urge others to be cautious when using their online payment system.
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Pumelele D
1 reviews | Active since Jan 2020
19 Jun 2025, 13:14
Damaged bag & no assistance from British Airways
I travelled with British Airways on 01 June 2025 from Toronto to London Heathrow and then Heathrow to Johannesburg (Ref no. ZHRQXA). However, upon my arrival at OR Tambo International ON 2 June 2025, I found my suitcase totally damaged and I immediately went and reported the bag (Ref no. DPR JNBBA35690/02JUN25/0616GMT). However, to date I have not heard any response from British Airways. I have tried sending emails and contacting their representative office in Johannesburg, but to no avail. My suitcase was not even 6 months old
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Pumelele D
1 reviews | Active since Jan 2020
19 Jun 2025, 13:14
Damaged bag & no assistance from British Airways
I travelled with British Airways on 01 June 2025 from Toronto to London Heathrow and then Heathrow to Johannesburg (Ref no. ZHRQXA). However, upon my arrival at OR Tambo International ON 2 June 2025, I found my suitcase totally damaged and I immediately went and reported the bag (Ref no. DPR JNBBA35690/02JUN25/0616GMT). However, to date I have not heard any response from British Airways. I have tried sending emails and contacting their representative office in Johannesburg, but to no avail. My suitcase was not even 6 months old
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DV
Daleen V
1 reviews | Active since Jan 2020
1 Jun 2025, 14:31
Damaged Suitcases and Poor Customer Service - British Airways
Rating: 1/5 I had a disappointing experience with British Airways in January 2025 when my suitcases were damaged during a flight from Frankfurt to Johannesburg with a layover in Heathrow. The suitcases were crushed on both sides and received a week after our arrival. Despite reporting the incident and providing all necessary documentation, the claims process has been slow and unresponsive. The file reference number is JNBBA10434/22FEB25/0806GMT. Details of the issue: - Flight: LH947/07JAN, BA903/09JAN, BA55/09JAN - Routing: MAN/FRA/LHR/JNB - Suitcase details: Purple/violet/lilac/mauve upright design, 2 years old, valued at ZAR 2000 - Damage: Crushed sides on both suitcases Recommendation: I would not recommend British Airways to anyone due to their poor handling of damaged luggage and lack of customer service. Until they improve their baggage handling and claims process, I will not be flying with them again. Advice to British Airways: Take responsibility for damaged luggage and improve your claims process to ensure timely and fair compensation for passengers.
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Daleen V
1 reviews | Active since Jan 2020
1 Jun 2025, 14:31
Damaged Suitcases and Poor Customer Service - British Airways
Rating: 1/5 I had a disappointing experience with British Airways in January 2025 when my suitcases were damaged during a flight from Frankfurt to Johannesburg with a layover in Heathrow. The suitcases were crushed on both sides and received a week after our arrival. Despite reporting the incident and providing all necessary documentation, the claims process has been slow and unresponsive. The file reference number is JNBBA10434/22FEB25/0806GMT. Details of the issue: - Flight: LH947/07JAN, BA903/09JAN, BA55/09JAN - Routing: MAN/FRA/LHR/JNB - Suitcase details: Purple/violet/lilac/mauve upright design, 2 years old, valued at ZAR 2000 - Damage: Crushed sides on both suitcases Recommendation: I would not recommend British Airways to anyone due to their poor handling of damaged luggage and lack of customer service. Until they improve their baggage handling and claims process, I will not be flying with them again. Advice to British Airways: Take responsibility for damaged luggage and improve your claims process to ensure timely and fair compensation for passengers.
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Davina G
1 reviews | Active since Jan 2020
29 May 2025, 18:22
Very poor service and complete lack of response
I flew British Airways business class to Phoenix USA from South Africa in the last week of February. Since then I have been trying to get my Avios points which were never allocated. I get a weekly auto response to say they are working “extremely hard” to resolve but really I don’t think they are doing anything. Every other airline automatically allocates your points or responds with allocated points in 48 hours. This has been 3 months! It’s impossible to find an escalation point or an actual human being to talk to and resolve!
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Davina G
1 reviews | Active since Jan 2020
29 May 2025, 18:22
Very poor service and complete lack of response
I flew British Airways business class to Phoenix USA from South Africa in the last week of February. Since then I have been trying to get my Avios points which were never allocated. I get a weekly auto response to say they are working “extremely hard” to resolve but really I don’t think they are doing anything. Every other airline automatically allocates your points or responds with allocated points in 48 hours. This has been 3 months! It’s impossible to find an escalation point or an actual human being to talk to and resolve!
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