British Airways

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  • M BA cancelled our return flight from USA in August. They invited us to book an alternative flight. On BA website we booked another flight. Following day we were emailed apology that they had been mista...
    Read this experience
  • H 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,...
    Read this experience
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British Airways Customers

Most talked about by British Airways customers

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Low

How this makes British Airways customers feel

High
Low
22% Financial Loss
Feelings:

Furious

Disappointed

Frustrated

11% Communication
Feelings:

Furious

11% Inconvenienced
Feelings:

Furious

11% Customer Service
Feelings:

Furious

Disappointed

Frustrated

11% Other
Feelings:

Frustrated

Furious

Disappointed

11% Delivery
Feelings:

Delighted

Happy

Overjoyed

11% Service
Feelings:

Delighted

Happy

Overjoyed

11% Expectations Exceeded
Feelings:

Delighted

Happy

Overjoyed

Travel Customers

Most talked about by Travel customers

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Low

How this makes Travel customers feel

High
Low
27% Financial Loss
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Disappointed

Let down

Anxious

Miffed

Unhappy

Scared

Sad

Unsatisfied

Offended

Uneasy

Surprised

Displeased

Disheartened

Confused

Saddened

Anti Climax

25% Customer Service
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Disgusted

Anxious

Sad

Unhappy

Unsatisfied

Scared

Surprised

Miffed

Offended

Saddened

Uneasy

Disheartened

Confused

11% Inconvenienced
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Let down

Disappointed

Anxious

Sad

Unhappy

Other

Disheartened

Surprised

Uneasy

Anti Climax

Saddened

Miffed

Scared

10% Communication
Feelings:

Frustrated

Furious

Annoyed

Let down

Disappointed

Anxious

Disgusted

Sad

Miffed

Saddened

Unhappy

Offended

Disheartened

Surprised

7% Delay
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Let down

Anxious

Disappointed

Miffed

Sad

Offended

Disheartened

6% Fraud
Feelings:

Frustrated

Furious

Annoyed

Disappointed

Disgusted

Surprised

Let down

Anxious

Unhappy

Saddened

Anti Climax

Uneasy

Scared

3% Rudeness
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Let down

Scared

Anxious

Disappointed

3% Other
Feelings:

Annoyed

Furious

Frustrated

Disappointed

Let down

Disgusted

2% Returns
Feelings:

Furious

Annoyed

Frustrated

Disgusted

Let down

Disappointed

Offended

Unhappy

2% Discrimination
Feelings:

Frustrated

Furious

Annoyed

Disgusted

Unhappy

Unsatisfied

Disappointed

Offended

Let down

1% Embarrassment
Feelings:

Disgusted

Furious

Annoyed

Disappointed

Frustrated

Let down

1% Quality of product
Feelings:

Frustrated

Annoyed

Confused

Unhappy

Other

Unsatisfied

Let down

0% Delivery
Feelings:

Let down

Furious

Frustrated

0% Delivery
Feelings:

Delighted

Happy

Overjoyed

0% Service
Feelings:

Delighted

Happy

Overjoyed

0% Expectations Exceeded
Feelings:

Delighted

Happy

Overjoyed

Most positive experiences about Travel companies

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  1. Ryanair
  2. TUI
  3. Easyjet
  4. Alpharooms

Least positive experiences about Travel companies

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  1. British Airways
View the industry page
M

M Davis - Status: Approved

Submit your own

What happened

BA cancelled our return flight from USA in August. They invited us to book an alternative flight. On BA website we booked another flight. Following day we were emailed apology that they had been mistaken and that our original flight was still booked. After sitting on the phone for around 8 hours, we...

What I wish had happened

Apology from BA and the promised refund and possibility some recompense for the inconvenience caused by their error and delay in refunding our money.

Read more
H

h massingham - Status: Resolved

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 du...

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

Read more
A

Alex - Status: Approved

Submit your own

What happened

Had a flight cancelled but was refunded within 5 days.

The impact it had

I was impressed with the response time and no effort from my side

Read more