British Airways

My wife and I flew an 11-hour flight from London. It wasn’t a great start to our BA experience as this flight was delayed 3 hours from the scheduled department time.

The experience got worse as the staff were rude and abrupt to fellow passengers; it is certainly an aspect I noticed at multiple points throughout the flight by numerous staff to us and many other passengers.

The staff extended this poor & rude behaviour by denying some people basic amenities – ice and certain soft drinks by staff stating items weren’t available. This was evident as my wife asked for ice; she was told there was none available. I then asked on the other side of the aisle within moments of this and was shown a full casket. This continued later with the same scenario for a soft drink, as we overheard another passenger being denied. We were provided the same drink that our fellow passenger had asked. The mentality from the BA staff in this scenario still has me perplexed.

Suffice to say, the service was beyond poor. The plane itself is dated and lacking adequate elements for a long-haul flight. The lack of cleanliness can be seen via the attached images and the entertainment screen provided is no bigger than an average wallet (again, please note the attached image). This was also reset multiple times due to service issues.

Further, with two meals provided on this flight, there was no communication regarding the availability of snacks – when asked, this was very basic in the form of chocolates and crisps.
This abysmal experience got worse as the pilot stated he would “take shortcuts” to “make up time”. We landed 2 hours and 45 minutes after; this denies all passengers compensation under the EU regulation for 3-hour or more delays. This rubbed salt in the wound for an already poor experience in terms of service and quality.

My wife and I had to reschedule our connecting flight at a cost to our own when we landed; I have made a claim to BA directly over 2 weeks ago; however, I have heard nothing – compounding the severely poor experience with this provider.

We dreaded the return flight. The flight staff were better in this instance, however the elements concerning the plane, food & journey quality were still apparent.

I would not recommend this airline for any long-haul journeys – pay the additional £100 and go with a better provider, more equipped for this type of journey. My complaint and claim are still outstanding, and if the current service levels are anything to go by, I don’t expect a response anytime soon.

Worst airline at this airport to fly out from. Came here 2.5 hr early and still can’t check in to the flight because of the massive line. People in front of me were supposed to fly out in 15 mins and still couldn’t check in. They wouldn’t let me or others check in online the day before because of “documentations” problems. There are no coordination in which line you should wait for. Only 4 people working at the counter. Everyone is missing their flight. Absolute mess.

The worst airline ever. My flight was cancelled and i changed it. I waited long for 3 hours to check in at Gateway airport.
Furthermore the flight is delayed for another 45 min.
Will never ever fly with them again.

I have been dealing with Airline ticket Center for many years. They are very professional and extremely knowledgeable. Alexander is very pleasant and helpful. I will continue to purchase/book tickets with Porter airlines..

No on line check in available. Nightmare at Gatwick south. This needs to be rectified! I cannot get the app due to having an older phone. I am disabled and although there is assistance sometimes they are overwhelmed. .

Just tried to check in for my flight to Vienna, only to be told that my ticket had been cancelled. The reason: because I did not show up for my outbound flight, my return flight was automatically cancelled. Whatever gave me the idea that just because I don't show up for one flight my entire booking would not be cancelled? Perhaps because I can do so, and have done so many times, with Easy Jet, Ryanair, Jet2.com.... So basically, British Airways can't be bothered to reprogram a computer, especially when it means customers will no longer be robbed at the check-in desk. Never ever fly with this terrible airline!
EDIT: lodged a complaint on the British Airways website:
Case reference number : 22620818
Never got any reply, even to say that there was no case to answer. Ask yourself honestly, how many other companies do you know with 1.6 stars on Google.

Worst policies and customer service.
I have spent over 7 hours on the phone with them after they cancelled my flight. Each time giving me false information or hanging up on me. They are not agile, not available, and not responsive. They can't find solutions to problems they caused.
I have had way better experiences with low cost companies, so they are definitely not worth the money.

Worst airline on this planet, don’t ever book with them. They will refuse to refund you even if you have to break new covid laws to fly. Impossible to reach anyone by phone, nobody cares to take care of your request via mail. Customer service is non existent, shame on this airline.