British Airways

Recent great
experiences :)

Recent not so great
experiences :(

  • 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...
  • 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,...

British Airways Customers

Most talked about by British Airways customers

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Low

How this makes British Airways customers feel

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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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How this makes Travel customers feel

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Low
26% Financial Loss
Feelings:

Furious

Frustrated

Disgusted

Annoyed

Disappointed

Let down

Anxious

Miffed

Sad

Offended

Scared

Unhappy

Surprised

Confused

Unsatisfied

Anti Climax

25% Customer Service
Feelings:

Furious

Frustrated

Annoyed

Let down

Disgusted

Disappointed

Anxious

Sad

Scared

Unhappy

Surprised

Miffed

Offended

Unsatisfied

Saddened

Confused

11% Inconvenienced
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Let down

Disappointed

Anxious

Sad

Unhappy

Miffed

Scared

Surprised

Anti Climax

Other

Saddened

10% Communication
Feelings:

Frustrated

Furious

Let down

Annoyed

Anxious

Disappointed

Disgusted

Sad

Miffed

Saddened

Unhappy

Offended

Surprised

8% Delay
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Let down

Anxious

Disappointed

Miffed

Sad

Offended

6% Fraud
Feelings:

Frustrated

Furious

Disgusted

Disappointed

Annoyed

Surprised

Let down

Anxious

Anti Climax

Scared

3% Rudeness
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Scared

Anxious

Disappointed

Let down

3% Other
Feelings:

Annoyed

Furious

Frustrated

Disappointed

Let down

Disgusted

3% Returns
Feelings:

Furious

Annoyed

Frustrated

Disgusted

Let down

Offended

Unhappy

Disappointed

2% Embarrassment
Feelings:

Disgusted

Furious

Annoyed

Disappointed

Let down

Frustrated

1% Discrimination
Feelings:

Disgusted

Furious

Frustrated

Offended

Annoyed

1% Quality of product
Feelings:

Confused

Unhappy

Unsatisfied

Frustrated

Annoyed

Other

0% Delivery
Feelings:

Frustrated

Let down

Furious

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

Least positive experiences about Travel companies

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Low
  1. British Airways
M

M Davis - Status: Approved

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.

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

A

Alex - Status: Approved

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