A customer experience about British Airways

Status: Resolved

#FinancialLoss #CustomerService #Other  Furious Disappointed Frustrated 

Kindly shared by h. massingham

What happened

I cancelled some flights just before lockdown. I eventually received a refund but it was almost £800 less than it should have been. 6 months later and I have contacted BA at least half a dozen times, spent hours on hold, made an official complaint and I'm still no further forward. They agree I'm due a refund but don't know when it will be. Surely 6 months is long enough to wait?

What I wish had happened

I would have liked BA to apologise for their error when they confirmed the refund was due and refunded the additional amount with the next 2 weeks

Where this happened

On the phone

British Airways Customers

Most talked about by British Airways customers

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How this makes British Airways customers feel

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27% Financial Loss
Feelings:

Furious

Disappointed

Frustrated

Unsatisfied

Annoyed

Displeased

Let down

13% Communication
Feelings:

Annoyed

Displeased

Unsatisfied

Furious

13% Customer Service
Feelings:

Annoyed

Displeased

Unsatisfied

Frustrated

Disappointed

Furious

7% Inconvenienced
Feelings:

Furious

7% Other
Feelings:

Frustrated

Disappointed

Furious

7% Delivery
Feelings:

Delighted

Happy

Overjoyed

7% Service
Feelings:

Delighted

Happy

Overjoyed

7% Expectations Exceeded
Feelings:

Happy

Overjoyed

Delighted

7% Rudeness
Feelings:

Disappointed

Let down

Frustrated

7% Delivery
Feelings:

Let down

Disappointed

Frustrated

Travel Customers

Most talked about by Travel customers

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How this makes Travel customers feel

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27% Financial Loss
Feelings:

Furious

Frustrated

Annoyed

Disappointed

Disgusted

Let down

Anxious

Unsatisfied

Miffed

Unhappy

Offended

Sad

Scared

Displeased

Surprised

Uneasy

Anti Climax

Confused

Saddened

Disheartened

25% Customer Service
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Disgusted

Anxious

Unsatisfied

Sad

Unhappy

Scared

Miffed

Offended

Surprised

Saddened

Uneasy

Disheartened

Displeased

Confused

11% Inconvenienced
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Let down

Disappointed

Anxious

Sad

Unhappy

Surprised

Anti Climax

Saddened

Other

Miffed

Disheartened

Uneasy

Unsatisfied

Scared

10% Communication
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Anxious

Disgusted

Sad

Miffed

Unsatisfied

Displeased

Offended

Surprised

Saddened

Unhappy

Disheartened

7% Delay
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Let down

Anxious

Disappointed

Miffed

Sad

Offended

Disheartened

6% Fraud
Feelings:

Frustrated

Furious

Disappointed

Annoyed

Disgusted

Let down

Surprised

Unhappy

Anxious

Anti Climax

Saddened

Uneasy

Scared

4% Rudeness
Feelings:

Frustrated

Furious

Annoyed

Let down

Disgusted

Disappointed

Anxious

Scared

2% Other
Feelings:

Annoyed

Furious

Frustrated

Disappointed

Let down

Disgusted

2% Returns
Feelings:

Furious

Annoyed

Frustrated

Disgusted

Let down

Disappointed

Unhappy

Offended

Unsatisfied

2% Discrimination
Feelings:

Frustrated

Annoyed

Disgusted

Furious

Unhappy

Unsatisfied

Disappointed

Let down

Offended

1% Embarrassment
Feelings:

Furious

Annoyed

Disgusted

Frustrated

Disappointed

Let down

1% Quality of product
Feelings:

Frustrated

Annoyed

Confused

Unhappy

Unsatisfied

Other

Let down

1% Delivery
Feelings:

Let down

Frustrated

Disappointed

Furious

0% Delivery
Feelings:

Delighted

Happy

Overjoyed

0% Service
Feelings:

Delighted

Happy

Overjoyed

0% Expectations Exceeded
Feelings:

Delighted

Happy

Overjoyed

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Least positive experiences about Travel companies

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  1. British Airways
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