Azul Brazilian Airlines
reviews

Poor inflight customer service

As a British Airways Gold member and frequent flyer, I’ve unfortunately grown accustomed to consistent delays, unclean onboard bathrooms, unreliable customer service, and frequent issues with both the app and website. In the past, the loyalty scheme helped make these issues more tolerable, but since the changes implemented this year (2025), even that incentive has disappeared. Seven months ago, I was downgraded from business to economy class and am still fighting for reimbursement. The customer service process is unnecessarily manual and frustrating, leading to long waits on hold to speak with inexperienced representatives—when the phone system doesn’t simply hang up with a message: “Sorry, we are busy, please call later.” Much of this could be solved with better automation, but improvements just aren’t happening. Every interaction with British Airways is now a source of frustration, even for elite members.

Mean people, middle seats for long haul business, tiny seats, poor wines, poor food. Why would anyone fly them? They are like what American airlines were like 30 years ago. AVOID at all costs! I fly to Africa via IAD to avoid.

The worst flight even in business class the flight between Cairo airport & London Heathrow ( via verse) . The airplane is designed to fly internal Europe only for maximum 2 hours trip and not to be used for more than 5 hours trip . The business class seat was very small, not full flat bed , no screen or any type of entertainment provided for 5 hours trip . I traveled through BA to USA yearly in business class during the last 14 years , but on the last 3 years they started using this small airplane for this medium distance trip which not comfortable at all and doesn’t met the value of money which paid in this business class trip

Unbelievably Poor Service from British Airways I recently travelled from Munich to London with British Airways, and it turned into an absolute nightmare. Our troubles began with their malfunctioning app. Despite checking in successfully, I was unable to retrieve our boarding passes. Upon arrival at the airport, we discovered that there were no self-service kiosks, and the check-in desks were completely unattended. After seeking help from the information desk, we were directed to a staff member who clearly did not want to assist us. Her dismissive attitude was infuriating, and despite showing her the app indicating we were checked in, she simply told us to call customer service and walked away without providing any assistance. After being put on hold for 25 minutes and being sent to several different staff members who couldn’t help us, we finally reached someone on the phone who was kind but ultimately powerless to resolve our issue. By this point, our flight was delayed, and we had wasted two hours just trying to print our boarding passes. When I followed up with a complaint, British Airways basically dismissed my concerns and told me to use the app next time—ignoring the fact that it was the app's failure that caused all these problems in the first place! This experience cost us a staggering £682.43 in additional expenses, including new flights, hotel stays, taxi fares, and fines. Missing work and explaining this absurd situation to my employer was incredibly embarrassing. British Airways clearly needs to improve its customer service and technology. If their app and website are going to fail, they must provide adequate support at the airport. I will never fly with them again, and I urge others to consider alternative airlines.

The business class seating layout is just not functional or comfortable. Other passengers have to climb over your legs once your seat is in Lay flat position, often waking you up or bumping you. Meal services is done over you for passengers next to you which is also irritating, especially if you want to have the dividing screen up. My main meal was served warm instead of hot which was very disappointing.

BA has gone to the dogs. It used to be an airline of choice. Not now. In the last 12 weeks, 4 international return flights 3 have been disrupted, 3 cancelled or missed connections as a result of delays. The last of which involved 2 cancelled flights, resulting in a night in Gatwick on the way AND the way back. On the return cancellation after sitting on the tarmac for 3hrs, BA refused to facilitate hotel rooms and told the plane load of passengers that everyone was on their own, both in rebooking alternatives, and in finding accommodation. I have never been treated so badly, this at a time when the delay cost me the ability to see my mother before she died. Avoid at all costs if possible.

flight from US city to Heathrow T5 for transit to Naples; Milan to T5 and back to US city. BA website for online check-in not working as per standard SOP for many airlines. Fee required to select seats. Aerobridges must hate BA planes. Besides the US city, none worked in Europe or BA went cheap. Seat planning is atrocious. Was seated with anti-social parents with kids at my front and back on return. Hellish flight, hardly got sleep and attendants did nothing to curb noise levels from this family. Would not select BA again.

Poor customer experience in Club Europe - no priority boarding, poor food quality and they said that they didn’t have Champagne (as advertised) due to “supply issues”.

My flight with BA from Gibraltar to LHR was cancelled several hours prior to departure. I had a connecting flight booked from LHR to Vancouver the following day, so it was imperative that I got to London. I checked the BA website and couldn't find any other flights with them that would work, so unfortunately I made the mistake of requesting a refund. I managed to find a flight out of Malaga that got me into London just after 10:00 p.m. so I booked that and then called British Airways as I wanted to discuss compensation. That's when they advised me that because I had “abandoned” travel with them, they were not prepared to do anything for me. Apparently, I should have called them first, and then they would have made the arrangements. Of course they don't explain that on their website - they just ask if you want a refund and then proceed. When I plead my case with the agent at Malaga airport and then followed up with Customer Relations several times via email, they flat out refused to budge. I ended up incurring costs of £700 in airfare, hotel, and meals. This airline has definitely gone downhill.

Dreadful airline that has got worse over the years. Oversells its seats and has no one to deal with this. Loses baggage. Has no hot drinks nor sandwiches on short flights. Unlikely to ever use again.

My flight on British Airways BA0106 flight got delayed and then my connection got cancelled. We contacted the BA call center multiple times to make changes to the flight. The call center suggested that we cancel the flight for a full refund, then claim compensation for the delay and difference in airfare cost and other non refundable bookings due to the delay and cancellation of our flight. British Airways responded to the claim after a month with no compensation at all, even though we paid additional $600 on new bookings and additional charges. The refund of the cancelled flight took more than a month with multiple calls to follow up almost every week. I was promised to get refund on the first call but later I found out it was not processed properly. Every-time I call the agent ask questions about why flight was canceled etc which is annoying when my understanding everything was under process for payment. After multiple calls I was refunded partially and not the full amount which is even bizarre from a company of this level. I had to make more calls to get the remaining balance refunded. The whole experience was terrible and damaging.

Years ago I swore to never fly British Airways again due to their shocking service, attitude and flight cancellations. I decided to recently give them another go for a flight from Nice to London 11.50am arriving 12.40pm so I could attend a meeting in the afternoon, only to have BA cancel my flight at the last minute because they didn't fill the plane and putting me on another flight at 8pm than night getting in at 10pm!! What am i meant to do with that! I only have two days in London and my itinerary is tight. So I advise go Eazy Jet or Wiz as they are of the same standard only much cheaper. save your money and don't fly BA.

Terrible. Flew first class. They canceled my initial flight and had to rebook but their computer system was down for a day and a half. Their website is not easy to navigate. Difficult to reach a customer service person on the phone while traveling. The in-flight meal was superb and the cabin crew superb. They lost my bag on my flight home from London and never sent me an email to advise the status for 6 days.

The most horrible airline ever. Service and hospitality is very poor. Flights get canceled all the time. Our flight got canceled in Rome and they left the Passengers by themselves since British Airline does not exist in Rome. We had a nightmare on the way of home. Never ever book with this Airline since you will regret it.

A national disgrace. 2 confirmed business class flights were cancelled, 1 without notice upon arrival at the airport, the other with zero notice until I tried to check in online 24 hrs prior. Very unreliable, with average service on board and very average lounge. They also decided to bump my business ticket to economy upon rebooking me for a next flight. The last thing you want on a long European trip is an unreliable airline with zero empathy. Fly with someone else, BA should be your very last choice.

1.We arrived late to LHR,did not leave on time from DC. We lost our flight in LHR to LIN at 7:20a and we were told to wait until 2pm and we got 10 pounds to spend. In Italy my family waited from 10 to 3pm and had to travel between airports LIN to MXP (68.1 km). 2.Lost luggage. We did not have luggage for our entire 7 days tours in Italy. I spent my tours vacation time exchanged several emails with the BA and the delivery company because the receiver address had a typo. 3.Finally, our return flight to DC was delayed almost 1 hour waiting seated the airplane just because the Capitan decided it was an emergency to wait for the family that needed to get their taxes refund to get their luggage from the airplane. I filed a complaint after my trip and we got less of what we spend just in our flight (1), evoucher for our luggages, $70 coupon and 50 euros on personal items for the 8 days- our luggages were delivered 5 days after arrived.

Poor Business class services, food, drinks, and entertainment content. No free wifi, and crowded noisy below standard, filthy bathrooms. Old airplanes even the A380 is designed in strange with seats looking to the back of the airplane, with uncomfortable seats. The 777 was somehow better. The ground services is horrible, with no gates numbers showing untill the boarding time, so be ready to run to catch your flight.

A recent BA Flight, Business Class, as a second leg of a flight into the UK. Whoever designed the business class configuration ought to be taken out and spoken severely too. It is an abomination. Our first leg was in QATAR Q Suites. Imagine our shock when we sat down in BA business class only to find you are staring straight at your fellow passenger. Whose idea was this? It is appalling. Also, comfort level was - well can you give a minus score. Never go BA if you are a business class traveler.

Avoid carrier if at all possible. They belong to "One World"-- they will book your flight with multiple carriers and take zero responsibility for anything that goes wrong. American Airlines changed our itinerary and gave us each 3 boarding passes with seat assignments. We tried to board the second flight and are told we didn't have tickets. American said they didn't have our tickets and British Airways closed three hours previously. I contacted BA. They claim no fault on their part.

DO NOT British Airways - I had a business class flight scheduled on Dec 12 2022 … Manchester > Copenhagen -Bangkok and return flight Dec 27 2022 … they lost my suitcase and it took 5 weeks for them to find it ... not one response from their lost baggage dept ... absolutely appalling service that ruined my holiday and now they ignore me.... My baggage never arrived despite me completing lost baggage forms at Thai Air Bangkok .. BA (LHR) and SAS (Copenhagen. I arrived back home 28.12.2022 ..

Delayed flight, long wait in transit for over 12hours with a senior and 6 children, no empathy only to be informed two of us couldn’t board the connecting flight due to no e-visas which wasn’t accounted for at boarding from home country. Stranded in London for 3 days with no bags. Wife and children separated from me and stuck in another country all alone. Extremely rude staff. When filed a claim upon my return all they did was apologize for their rude staff and inconvenience and ask for receipts as proof which I didn’t have due to the chaotic nature of the journey and therefore they denied my claim with no compensation. I don’t understand how they expect 9 passengers to have lived unexpectedly in foreign countries for 3 days without any expenses? Shame on BA because I will never fly with them again. They did nothing to make this matter right.

British airways is always late, their website is atrocious, and they won't let you checkin until 24 hours before the flight and then tell you that you must do it at the airlines because it is less than 24 hours. I have been trying for 6 hours to check in and/or find a real person to speak with. Finally customer service had such a thick accent I didn't think they were speaking English. Avoid this airline.

They are by far the WORST airline I have ever dealt with, even for value for money. And I have flown internationally on COUNTLESS airlines (including Turkish Airways, Emirates, Thai Airways, Singapore Airlines, Japan Airlines, El Al, Qantas, Tiger, Jetstar, the list goes on and on…). They have all been amazing. Even the worse of these ones have been WAY better than British Airways. Their customer service didn't honour a refund I was entitled to let alone try to offer me flight credit as a compromise. They inadvertently told me to piss off. You will highly regret even choosing to fly with British Airways.

I flew Business class to and from Europe on American Airlines and British Airways. The sleeping accommodations on the AA plane were much more private and comfortable than on the return flight on the British Airways plane. The food on the AA plane was much better. The food on the BA plane, except the Bangers and mash and the chicken, was abominable, absolutely horrible. I would not fly BA again if I had to go through Heathrow and my final destination of Vienna. There were no jetbridges to the planes. I had to walk up numerous steep flights of stairs in the terminal and on the tarmac into the plane carrying a moderately heavy carryon. I also have knee and foot medical problems and some dizziness after a fall while I was in Europe, so those stairs created a dangerous situation for me and undoubtedly for the elderly patrons who were accessing and egressing the planes. The ground transportation was crowded and in the era of covid, unsafe.

This is about the flight we didn't take, due to the C19 virus. Three of us were booked in F-class from Santiago, Chile to Heathrow for June. As soon as BA gave me notice of cancellation I called for a refund. The kind lady answered on the second ring, took my information and said a full refund would be made within 2-3 weeks. The entire call took five minutes. Then, on the very next day, it was credited to my credit card. Talk about first-class service. We take this flight fairly often and, hoping BA returns to Chile look forward to doing so in the future. For me BA gets Five Stars.

A380 was quiet smooth very comfy seats and decent food. Slept better in economy than many airlines in business. Note that the only this BA do wrong is to Codeshare with American Airlines.

Very high quality experience. The seats are comfortable, the food is good and usually the trip is smooth. Would recommend

Oh BA wtf you have turned yourself into a Ryan air without the cheap prices! I have flown for 18 years to Aberdeen from LHR...you now charge for seat allocation...fine except before you brought this in i was always pre allocated a window or aisle seat...since you brought this in i now am always pre allocated a middle seat! Really! I suspect you pre allocate everyone now into middle seats even when theres not enough to make us pay our £6 to move....pathetic...national carrier you are a national disgrace the only reason i fly with you is because i want to fly from Heathrow....not Luton or Stanstead....god how i wish easyjet flew to Aberdeen from Heathrow....would i ever use BA for my regular lnghaul to Australia oh god no no no way .....crappy crappy nasty without the crappy nasty cheap prices as a national carrier you are an embarassment!

We took a flight from Milano via London to Bangkok. The staff in Milano, ok. The lounge serves a nice breakfast in the morning. The flight to London uneventful. The lounges in London are good but too full. It is a problem to find a seat sometimes. We were on an 20 year old B777s from London to Bangkok round trip. The crew was superb on both legs. The legroom is ok and the service is good. The entertainment program is old fashion. The screens are old and the choice is very limited. But when compared to economy on other european carriers it was over average.

an absolute shambles at Frankfurt airport coupled with a complete indifference from British Airways staff left us in a queue which took longer than the time available to get to the plane. An extremely rude member of staff then proceeded to lie to us about calling all passengers for London City, yet this simply wasn't true. plane took off with just 16 passengers on board. British Airways reluctantly re booked us on a KLM flight the next day which was so much better than the very indifferent British Airways flight.

Flew Santiago to London Heathrow return. Both 14+ hour non-stops on a 787-9. I flew first class which was a cozy cabin of eight passengers/2-3 flt attendents. The outbound from Chile was perfect in every way. When I got to the airplane door, the flt attd insisted on carrying my carry-on to my seat. Only negative is minor, just that they improve on the traditional British meals. I'm half English but have moved on...lol Return from London wasn't quite as good, mainly due to an indifferent flight crew. The Concorde Lounge in T5 is really nice and since it was a late night flight I slept for about eight hours. All in all, a really great experience from check-in to arrival to leaving the airports. We're (3 of us) taking a family vacation next month and we'll fly the same route/flights. One way in first and the other in Club World. Maybe some day BA will enter the 21st Century and offer a modern business class experience. Listening, Willie?

Las Vegas to Heathrow case 17700704 , World Traveller Plus, 9 hour 30 minutes NO screen, hand control broken, foot rest broken, sun blind came out in my hand, very grubby, no wifi either way, aircraft 19 years old, 1 year left in service, paid extra to pick our seats £45 each way. They insulted me with £100 e-voucher off my next flight WITH THEM to be used within the next year. Got in touch which took 45 minutes on hold and they refused to give my £100 back in cash. I've paid 2018 prices for a 20 year old service.

Who is telling the truth? This is an update to my recent review of BA ‘Not fit for purpose’. In it I described the incident where a cabin crew member spilled wine in my lap. On return home I made a modest claim for the both my Chinos and Shirt, which were ruined. Response from BA——— “Not accepted because no cabin crew member entered the incident in the flight log!!!!!” So, I am a liar, eh? This nastiness after buying a flight ticket for almost £1700. Would us Britishers not believe that our national carrier would act honourably? Totally disgraceful.

'Sarcasm is the lowest form of wit', is a saying attributed to Oscar Wilde. In this review of my recent experience on British Airways Club Class from Heathrow to Bangkok return, I am tempted to use those words to accurately describe events. First...the reason for my booking. It was in response to the folk who contacted me to ask why I had not included BA in a detailed comparison review I did, which compared the quality of Business Class cabins on five major airlines that flew the same route. They had a point. So, tickets booked, I arrived at LHR terminal 5 to check-in for my flight to Bangkok. Previously, I had made a request to BA's Public Relations department to conduct a short, informal interview with the day's Duty Manager. Such interviews requested of ALL the other airlines were granted, during which I gained much information. But...BA said, NO! However, at check-in, I asked if I could meet with the day's duty manager whilst in the lounge. 'No problem', I was told, 'we'll arrange it so please identify yourself at the Club Class lounge desk'. Did anyone arrive?...you've guessed it - NO. When querying the non arrival at that lounge desk, I was told that the meeting would take place in the departure hall. Did it? - NO. So, onto the aircraft, a 17 year old Boeing 777. One look around the cabin and my expectations fell . The layout of the 'lay flat' seats was such that passengers were forced to climb over each others legs to reach an aisle. It was at that point that my first thoughts of 'sarcasm and wit' came to mind. Were BA 'taking the Mickey' out of the business class passengers? I mused before a more hilarious thought hit me, Maybe Disney's Mickey had designed the seating arrangement and, tongue in cheek, presented it to Willie Walsh, who made the decision to implement it!!! Hmm, yes, my use of sarcasm...justified or not? Take off was 45 minutes behind schedule but that was to be expected...no big deal. Seat belt sign off...drinks offered and food items on the over exaggerated menu selected. OK I thought, I'll sip my preferred tipple and have a scroll through the on board entertainment system to choose what to view during the 12 plus hour flight. Well, that would have been so, if the screen unit would stay in one place...but it wouldn't...it was broken. Emergency DIY by one of the bearded cabin crew (all but one male was so adorned) as he forced a teaspoon between a gap in the framework. Voila, as the French would say, it held. Now the only problem was squinting to focus images on the tiny, outdated screen. At 30,000 feet or so, conversation was all but impossible if using one's normal voice as every cupboard door and fixture on the aircraft rattled continuously. At around that point, the cabin crew served the chosen meals. More sarcasm, I'm afraid. I'd ordered beef and beef it was. The stainless steel knives wouldn't work...'tough' doesn't describe the meat. Sawn into half-inch thick slices by a cobbler would have yielded soles for boots. Left on the plate, I 'passed' on a dessert and asked for Cheddar Cheese, crackers and a cup of coffee. It was easy to snap a piece off a cracker, but to do the same to the quarter inch thick slice of cheese came as a surprise...as was being served lukewarm coffee. No sarcasm or wit needed here – just disappointment. Now...here comes another scene taken from a Fred Carno film script starring Charlie Chaplin. For a cabin crew member to serve food or drink to a passenger not seated at an aisle, he/she had to reach over the aisle passenger, then a plastic divider to present the tray/dish/item, meaning that person had to balance it before putting it onto their own sliding table. Good eh?...well done 'Mickey'. It was during this time, that I received unasked-for red wine...right into my lap! Oops! A rush to gather paper tissues and the impossible task of trying to mop-up the liquid. The passing of uncomfortable hours did eventually help my Chinos and shirt to dry but left behind the telltale tide marks edged in pink. The seat itself? The narrowest I've ever had to sit on and IN TWO SECTIONS! To rest ones feet, a separate piece of equipment had to be unlocked and risen to a chosen height. Then by the use of a row of hard to see buttons, the other half could be moved to finally make one piece. OK, well, putting that complicated lot together then raised the question, 'was it comfortable?' Maybe so if every passenger was less than six feet tall and as slender as a Vogue model. So the answer has to be NO. Sleep on was not possible (for me anyway) so I passed the time reading and playing Solitaire on my mini tablet...interrupted occasionally by glancing at the TV screen to monitor the aircraft's progress. The wheels finally touched down at Bangkok airport and we all disembarked. * En-route to the city hotel by taxi, I was wrangling with the events on the flight and now, in full daylight saw the results of the wine spill incident and reminded myself to email BA's UK office and inform them what had happened - and the cost of replacement. As of today (almost a month later) all I have received is an acknowledgement and an incident number. I'll wait a while longer before I trigger the sarcasm bit. Some days prior to my return flight I had a fall – a bad one as I crashed onto a marble floor, my left hip bone taking the brunt. From that moment, I was in severe pain and could only walk a few paces with the aid of a walking stick. 'What was my 13 plus hour flight to the UK going to be like?' I kind of fretted. I emailed BA immediately to advise them of the incident, asking for special assistance at Bangkok airport, throughout the flight at Heathrow, where a car would be waiting to collect me. Guess what?...no reply, not even an acknowledgment. Anxious, I emailed again the next day...and the next day...still no reply. I was concerned, not knowing was worrying. Explaining to the hotel management, it too was concerned and made numerous telephone calls on my behalf to BA's Bangkok office....No response. Nevertheless, a taxi was arranged. The driver deposited me at the nearest drop off point to reach the BA check-in. Very kind and thoughtful. Surprise, surprise, when I limped to the Club Class desk, the Thai girl manning it immediately beckoned a wheelchair porter standing nearby and welcomed me with the words, “Sawadee ka, Mister Fisher, I received the message about you from your hotel. Please, everything is arranged for you.” How nice eh? Luggage tagged, wheelchair occupied, I was pushed at a steady pace through immigration etc, where all the Thai staff were gracious and helpful, and onwards to the lounge which BA uses for its Club Class passengers. Relieved and relaxed I imbibed a whisky, ate a fresh salad and read a newspaper. At the arranged the porter appeared, helped me into the wheelchair and off we went to board the aircraft. Word had been sent ahead, as when having my boarding pass examined, the porter was given the authority to take me straight to the aircraft door. There, awaiting, was the BA Thai duty manager, a delightful girl with a charming smile. A few Bahts into the porter's hand prompted a wide smile and a genuine Wai and I was helped to my seat on row one. When seated, the Thai manager came to me and we began a conversation. It centred on the total lack of concern by BA's UK Customer Service. She was certainly deeply embarrassed that I had not been dealt with properly. I was the only passenger on board and I did notice the BA cabin crew glancing in our direction and talking among themselves. Boarding complete, the captain announced a timely departure and a probable earlier than scheduled arrival at Heathrow. At cruising altitude, the senior cabin crew supervisor came to me. It became clear that she now had been appraised of my problem by the Thai duty manager because she expressed her concern, asking me to call for assistance at any time during the flight. The flight. Same old 777, same rattles, uncomfortable seat, small, rickety entertainment screen, mediocre food, galley running out of the snacks clearly advertised as being available at the touch of a button. I found it impossible to lay without pain but that was not the fault of BA, but a softer, wider seat would have helped. Throughout this daytime flight, the cabin crew concerned did acknowledge each of my needs and were kind and careful. Heathrow at around 1730 hrs and the scramble to disembark began. I was beckoned to leave my seat as a wheelchair was ready and waiting so I did, and managed to get myself and my luggage to the aircraft's exit...BUT...no wheelchair...someone else had commandeered it. That left me in the middle of a scrum of passengers trying to get to the ramp first. I had no option but to limp up that quite long ramp, where at its end, stood an empty electric buggy. Fred Carno comes to mind again, as when three of us needing help gathered there and waited. Finally, a man of Asian origin arrived and he set off along the mile long passageway to the immigration desks. The buggy was allowed though a special gate and the immigration officer soon had us cleared to proceed to the baggage collection carousel. That was it - end of special assistance. We three were on our own, As our luggage came into view we helped each other load it onto our trolleys, said our goodbyes and hobbled away. That is my narrative as to flying British Airways club class. I've nothing but praise for those kind Thai people who ensured I received as much help as needed. BA staff and senior management however, only attract my disdain. Uncaring, dismissive, rude and snobbish. The CEO's office, refutes the appalling and negative reviews by passengers, stating that BA was flying more passengers than ever. My reply to that, Mr Cruz, is what Eric Morecambe would have said, 'RUGGISH'. The olympic games ranks medals - Gold, Silver and Bronze. My ranking for British Airways, is TIN.

I fly with the Oneworlders to London at least 3-4 times a month. BA used to be worth it, not anymore. You dont pay ur people well, you get untrained and/or unhappy staff and u feel it. And more than once in Heathrow on the train to B or C I had to ask crew that I really dont want to hear why they will be miserable later... talk bad about BA in LHR in Uniform surrounded by passengers... wow overall: badly trained, bad mood, arrogant .. no thanks... did I say I was saphire?

BA changed a flight time months ahead which was very inconvenient. When I rang the so called Executive Club they agreed to change the ticket for the additional cost of the ticket with no extra charges. Whilst the online itinerary changed when I arrived at the airport I was told I didn't have a ticket. They told me my payment had not gone through but hadn't informed me. They insisted on charging all associated fees even though it was agreed that would not be the Case. i complained to Customer services who wouldn't remove the charges, gave me lots of platitudes of how wonderful their complaint system is and how seriously they take them but failed to explain their actions or do anything about it. APPALLING CUSTOMER service. and I will do my best never to fly with them again.

If your B.A. flight is delayed, and more importantly you’ll miss your connection due to the delay, don’t expect much help from B.A. staff at Glasgow Airport. If this happens to you, make sure the B.A. Customer Relations staff (who aren’t actually B.A staff!) given the reason for delay, when they would be able to get you on the next connection to get you to your final destination, and if they were unable to get a suitable flight with another airline in writing. You’ll need this if you ultimately need to claim on your travel insurance. Make sure to do this before leaving the airport. The B.A. website is not easy to navigate to find the correct link for any claim. Their Customer Relations number (0344 493 0787) is also likely to cut out on you and even while talking to someone in Customer Relations (that happened to me on more than one occasion). When you do eventually get to speak to a rep, don’t necessarily believe what they say. If they say your refund claim has been put through there and then, don’t believe them. If you find your refund hasn’t entered your bank account 6 days later, don’t believe the next rep who says it’ll be in your account within 24hrs. The next rep I spoke to, 10 days after making the claim, stated they should have said the money wouldn’t be refunded until at least 10 days later! Shoddy service. If the rep you speak to about refunds informs you that you have to take another phone option in order to claim for anything other than flights, be wary. I was told that due to the time I was on, that this other department wouldn’t open until 09.00hrs the following day…wrong! They didn’t open until 13.00-17.00hrs. Also, the rep made no comment (having been made aware of the circumstances) that my claim for loss of hotel and trips costs would not be refunded. Between the number of phone calls I have made, the time spent on the phone and internet, I’ve effectively cost myself a fair amount of the money I’m wanting to get refunded! Always remember that legally, you may be entitled (I believe) to up to £300 each for any delay over 3hrs (per “EC Regulation 261/2004”). Not that B.A. will tell you. If your claim is rejected, you can ask the Civil Aviation Authority (or the European Consumer Centre in certain non-UK departures) whether it believes you are entitled to compensation. Worth a try. Considering what I asked for is substantially less than that, they still aren’t helpful. Despite having used B.A. before, and have other flights already arranged, B.A. have gone down in my estimation (I now see why I’ve heard so many negative comments about B.A. over the last couple of years). Unless there is no other option, I would seriously consider using another airline. It couldn’t be any worse.

Very bad service with delayed luggage. For some reason the person at london heathrow send my suitcase under someone else's name and to a different destination. I was flying from london to montreal and my suitcase was sent to Dublin. First guy I talked on the phone, after a week of no news at all, he told me that the suitcase was found but was left there at the airport and no further action was taken... Were they waiting for me to ask them to send it or something??... In theory, he sent an email asking the airport to send my suitcase to montreal. But after another week of no further news and website still saying suitcase is missing, I decided to call them again to find out that my suitcase, was still in Dublin. A second email, was sent to get my suitcase send it to me. A couple of days after and of course, with no news at all from them, I decided to call them back again. This time my suitcase wasn't in dublin, it was sent to london heathrow and they lost it again at that airport... Great!! This guy, asked me to call them back, monday morning , london time, so I did. I called back again on monday morning, and after being about 10 minutes waiting for the guy to connect to his london team, he asked me to go to the website to add description of the items in my suitcase, when I had done that same day I placed the delayed luggage report. Don't they have all this info in file?. After telling him that I did that, first day, he then asked me to call them back in 48h again... I'm tired of going behind them like if it was my fault they lost my suitcase. No compensation was mentioned to me, even that I had to buy clothes and some other items that I already had in my suitcase. Lucky enough, this happened in my final destination and at the end of my trip, otherwise they would make my vacation quiet miserable. I understand, there is a huge number of suitcases traveling around everyday but that's no reason to let you wondering and waiting forever to get what's yours. I think this whole experience would have been much more satisfying if they showed some empathy and instead of making me wait and call them all the time, I would have get a call or email from them every once in a while following up with me. After this awful experience with their missing luggage department, I hardly doubt I will use british airways again.

This flight was a pleasant change from those I have experienced with British Airways in the last couple of years. On this flight service standards have lifted materially. The staff were pleasant and helpful. The quality of the food and beverages had similarly lifted. What had not changed was the standard and the (lack of) comfort of the seat. The Club Europe seat remains a standard economy seat with a blocked off middle seat. It is cramped and most uncomfortable and represents poor value for the significant premium paid. You get minimal benefit from travelling Club Europe.

LHW3 to Denver in First Class:- Check-in – slower than economy and staff disinterested providing no apology for time taken to check in with no premium security or lounge info provided. Staff member was truly awful and her colleague appeared little better Security – dedicated for premium passengers and was quick Lounge – quiet and a nice experience with plenty of food and drink available. Spa - a complete joke. Filling out the form took almost as long as the 10 min disinterested massage Boarding – slightly disorganised at gate with everyone cramming to get through doors and down to plane Onboard – staff were excellent, very welcoming and attentive Food and drink – no shortage of either. Whilst dine when you want is advertised it was not really offered and from what I could make out everyone ate at the same time Seat – comfortable and bed was very good unless I would imagine you are on the large size. Turn down was a nice touch but others did miss out on their size pj’s because they ran out In flight entertainment – awful (think betamax rather than blueray). Very limited number of very average films available Arrival – allowed off the plane first and then a long walk to immigration. Denver immigration was very quick and efficient as was luggage collection. Looking back though the queue was getting longer as the rest of the plane arrived. Get off and walk quickly! Return Check in – excellent and very friendly (T3 could learn a lot!) Security – premium passengers can skirt round a lot of the queue but then join the masses the closer you get to the machines Lounge – very average with first and business all in together. Got a seat at the bar where the service was good Boarding – quick and efficient and First were allowed to board first Onboard – again staff were excellent (3 crew for 8 passengers was great) Food and drink – similar to way out with plenty of food and drink Arrival – T3 immigration was quick and efficient as was bag collection All in all BA First is an experience but at times it moved from first class to average class. First class should be first in everything not some. If I had been paying cash I would have been disappointed.

My mother and I really enjoyed flying from Heathrow to Frankfurt and back with British Airways earlier this month! We found the staff very polite and attentive to our needs and they even moved us to better seats as there were some better seats vacant. The price was excellent (though we did admittedly book 6 months in advance), however we would have appreciated a free drink and snack on board, which I believe BA used to offer until recently (now everything has to be bought unless you are travelling in Business Class).

Flew BA Premium Economy from Muscat to Heathrow. Old 777 aircraft in poor interior condition. No IFE working in mine nor my fellow passenger seat area. Cabin crew were great but don't have the resources to provide good customer service. Flew economy on the way back but delays caused due to broken "baggage loader" in Edinburgh and broken "air bridge" in Heathrow meant we didn't have sufficient time to use the airport lounge. Very poor food service on the flight to Muscat. Cabin crew informed me that "they aren't supposed to give out snacks to economy passengers" I am a Silver card holder and have just spent my £2400 on Qatar Airways business class Muscat-Edinburgh return. Good bye BA.

Was absolutely shocked to find there is no food on any flights under 5 hours, always looked forward to the breakfast. On top of that they've scrapped the unnaccompanied child rule which no makes it harder to see my younger siblings. Flown this airline for 10 years, now is when I stop. Crap value for money, Mr Cruz is Clueless.

British Airways partners are horrible and give BA a bad name. All their partners I used in the last month were late. I will stay away from BA since they can not commot to timely schedules.

I was disappointed with this airline for 1 the cabin staff splashed hot water on my grandaughter and another passenger. The staff are not as friendly as other airlines eg: Qatar. I will not use you again. Thank you

Travelled to las vegas on the 2 nd of june not much leg space inthe aisle seat the stewardess came round about one hour in the flight with the drinks i got 2 cans of lager the wife got 1 vokda and orange when we drank them had to go and ask for more drinks to be told they had run short ?why did they not stock up at Heathrow airport.we had the same dinner chicken curry going and coming back no other choice it was not very nice had the same entertainment on the flight back as coming would not travel again with b a as they are penny pinching .

I am commenting about the onboard experience on BA domestic UK and short-haul EU flights where the onboard experience has been taken over by Marks & Spencer. Yes, since e1, 2017, BA no longer has ANY customer service on these flights. Rather, the flight attendants have become M&S surrogates trying to SELL you water for L1.20 rather than providing complementary drinks and a tiny bag of pretzels. Now, you get exactly ZILCH complimentary. Really, BA, have you no shame. Has it become so clear to you that the customer be damned and all that is in it for you is money? Nothing, nada, nichts. I am going to react by posting this comment and from now on, buying snacks and water at the airport and bringing it on board. I will not be coerced into paying for the basic needs of air travel, namely, a glass of water and a pretzel, just because you see the need to line the pockets of the executives. Hopefully, the blowback from this decision will be severe enough that BA will reconsider. Time will tell.

Only fly BA 40% of my business trips now (do 70 flights a year) as the lack of free food and drink has changed my experience of BA. If they are going to penny pinch, then so am I! I now use EasyJet and Wizzair from Luton which are much cheaper and he experience is the same. Actually you could say the experience is better as although the Terminal at Luton is a dump at the moment, the planes take off much quicker as it is not as congested as Heathrow. Get rid of Alex Cruz he is ruining a great British brand ! So sad.....

Have flown Club Europe many times, but have seen a decline in standards over the last year or two. The food now offered was terrible on a flight from Palma to Heathrow. An unedible greasy mess called a hot chicken sandwich. The new service of one crew member taking orders for food and drink, and returning to the galley after each order is slow, why ditch the trolley? Now wine is served from a bottle, but trying to get a second glass, is one long wait. The whole experience was depressingly poor. Cheap food, slow service, less room, really has got a lot worse. No longer a premium service.