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.