British Airways

This sucks! I hve selected wheel chair access for my parents aged 60+. They had a 2 hour gap between flights and they almost missed their next flight to India. They were made to wait for 30 mins in the current flight and then taken over to a place where they need to get onto a bus for nextbterminal and was told somebody would take care there. After getting onto next terminal, guess what their answer is? There are no people here to help you, find your own way from here. This is the most ridiculous thing ever. This being their first time I was assured that somebody would take care of them until they reach their next gate. They finally made it to the gate when they were about to close it and my mother almost fainted due to the reqson that they had to run. Ridiculous and never get onto British Airways again.

On Sept 2^nd, 2015, my husband and I took the BA flight from Phoenix to London. We had no bites prior to the flight. I noticed I was itching about 7 hours into the flight. When I deplaned, I pull my pant leg up and saw that I had 20 bites on my legs. My husband was itching and pulled his shirt up to reveal bites all over his sides and back.
This plane is infested with bed bugs or fleas. It’s not the first time either — do a google search and you’ll see this plane was pulled out of service and fumigated before. I have never had this happen on an airline before. Super bummed for other passengers that will be taking this route.

Just arrived from Heathrow on the worst flight I have ever taken. The crew was extremely rude. Shouting at passengers about landing cards as they tried to board and then getting frustrated at said passengers when they didn’t answer within half a second because we were still placing items in the overhead bins and trying to find our seats. Toilets were broken and when a line formed outside of the working lavatory, the crew yelled at people telling them that they deserved to enjoy some privacy. Nobody was asking them anything. We just needed to use the facilities. How about our right to enjoy quality customer service after shelling out a small fortune to go on our honeymoon? When my husband asked for water, the flight attendant asked if he wanted still or sparkling. He answered sparkling. I told her sparkling too. She poured him still.
The plane was not equipped with air vents. The in flight entertainment system was broken. Horrible experience. Don’t book British Airways!

Was so disappointed in the customer service I received. we made reservations nine months in advance and decided to add one extra day for months in advance and was being charged $ 275 per person for the same flight one day earlier for a total of 1100 for 4 people. We had planned to make this trip every year but next year we will not be flying with British Airways

Lost all luggage including stroller. Flights canceled and told us we had to go to a different airport. Traveling with a child is tough and they made it miserable. Never made us whole on anything. Stroller came back broke. I’d never travel to Italy or anywhere with them.

This review is for the main call center, not necessarily the Phx airport British Airways. I am shocked at the lack of customer service and the terrible website. It took me an hour and a half to search reward bookings on this site. You have to click every single possible day you want to travel rather than viewing a calendar. It spends so much time searching and thinking. And, nothing is available for a year in advance. Then, when I finally selected a flight plan, and got all the way to the purchase screen, it bounced me out of the site and back to the home page! After two hours I managed to make my flight plan! What a waste of time! Oh and prior to my online marathon, I called the customer service center to ask fi they could help with finding me the flight since the website was not working effectively, do you know what they said? «Please use our website, I see what you are seeing, it’s the same so it would be better if you went online yourself.» I responded, «I’m sorry I called customer service to get some assistance I didn’t expect to be told that you won’t help me.» Do you know what she said? «That’s ok, good luck have a nice day (click.)»
If I had known they would make it so difficult to use reward miles and customer service wouldn’t be interested in helping, I would have transferred my reward points to another airline!

British Airways
Have you ever read the rants about having to sit next to someone that is too big for their seat on an airline? Well you should think twice about whom you blame for this! PLEASE READ!
My husband is a big guy. Large chest and arms make it hard for him to be comfortable in one seat. We recently traveled to Europe and decided to buy an extra seat. An additional $ 1300, but we thought it was worth it. For each leg of our trip it was an ordeal to explain that we had 3 seats for 2 people. For our final 12-​hour flight home British Airways sold our extra seat to someone else.
I have since waited over a month and wasted hours of my time trying to get a refund. The wait time for customer service is well over 30 minutes and then an additional 20 — 30 minutes trying to get them to (re)-understand the problem. Even though they were more than willing to sell me the extra seat they have since admitted they are not setup to do this. They have no way to track a second seat for the same person.
British Airways is fine pre-​flight, the actual airport experience makes you feel like cattle being herded, but you should hope you never have a post-​flight problem as they are horrible.

Our flight was cancelled to London and we were scheduled on a cruise. We had to fly two red eye flights in a row with no accommodations for hotel to reach our destination. Big difference from the direct flight we expected.

Travelled on this airline because they have a non-​stop from PHX to London. Got to the airport and they said the airplane had been «delayed» a day. Well that doesn’t work for me since we were catching a cruise. They at least got us to our destination in time to catch the cruise but we were promised a hotel and reimbursement of expenses caused from the delay. We took a red-​eye into LaGuardia then we had to get a shuttle to take all 10 of us to JFK airport at 5 am in the morning. Dead tired we got to customer service expecting to receive a hotel to rest before we took a second red-​eye to Europe but they told us they couldn’t get one for us. Good thing we booked that direct flight to London. We had to pay for the hotel in Europe because the delay didn’t give us time to give them adequate notice. We send in all of our receipts but were told they wouldn’t pay for our hotel which was our major expense due to the delay. Then they kept asking me to send my banking account information stating that they could only do wire transfers and could not send me a check. Forget that I would not give them that type of information. My friend that went on the same trip was given a check although they weren’t reimbursed for the hotel. I finally sent an e-​mail to the representative that helped my friend and got a check but it took months and I only received a portion of the expenses I incurred due to the delay.
Flight home was actually great since we got the non-​stop and their weren’t any problems.

I have traveled regularly on BA, this time we were awaiting guests who began their flight in Rome connecting thru in London on BA to Phoenix. If your reputation is based not on how you handle things when things run smoothly, but when things go awry, then BA is in trouble.
The 3 guests arrived but not one piece of baggage (4pcs). Customer service at the airport said «wait» apparently thinking that the bags would materialize… nearly 2 hrs later, with a promise that the bags would be delivered, a BA employee explained that there was an IT problem and that several hundred bags were not where they were supposed to be.
One of our guests was a visiting Prof, teaching a class for a semester at ASU. Needless to say not having any of her clothes, or teaching materials was a disaster.
The next morning we contacted the BA «lost baggage number,» answered by someone barely understandable, who explained that the bags were now at the airport and we could pick them up. We went to the airport only to be told «oh, you must have talked to the call center in India, they have no idea what’s going on, I don’t know why they tell people to come to the airport!» You have no idea? Maybe it’s because they’re contracted by BA and instructed to do so!
We learned that BA «contracts» a local service to deliver the bags but we «have to be patient because the company is a small company and there are hundreds of bags.» Excuse me? We have to be patient because you (BA) contracted with a company not up to the job?
Each day we returned to the airport… we also called the «call center» and they provided incorrect information each and every time; telling us each day that the delivery service had our bags and would deliver them that night «but if they didn’t we should call back the next day.»
The website to which we were referred was equally useless listing the bags as 3 black bags (2 were light blue 1 was yellow) and showing a beige baby stroller as black. When we spoke to the customer service person at the airport, she explained that with all the bags that were misdirected the staff in London didn’t have time to put «colors in the system, they just labeled everything ‘black.’ Could BA be less efficient or effective?
Two of the bags arrived at midnight one week later, the last bag and baby stroller at 11:00 pm the next night.
The staff was clearly stressed, all were as pleasant as possible but British Air could not have been more inept and their staff more ill informed.

I am sincerely amazed this airway can stay in business. They lost and damaged one of our bags. The supervisor told me I had to bring the bag down to the airport for them to inspect. I showed up at 2 o’clock just like she instructed. The person who was working there said «I could help you but I won’t because the dust doesn’t open until 4 PM»
My daughter also flew this airline back. They allow you to prepay for bags except the Internet site doesn’t work. I spent an hour on the phone with them with the bottom line is they couldn’t help me and wouldn’t transfer me to supervisor because my issue was «so trivial»
But my favorite part is flying back the in seat entertainment didn’t work. They gave us a form to fill out and promised that they would send something as compensation. It’s been many months and we are still waiting
Don’t fly this airline. Prove it to yourself by calling the 800 number for customer service. After you were on hold for half an hour, you’ll get somebody exceptional service I experienced

I travel a lot. I mean really a lot! But, I cannot even believe it that I had never been on British Airways until this month. My daughter had booked our entire Holiday to Celebrate her Birthday and to be in Ireland for Saint Patrick Day.
We took a direct flight out of Phoenix, AZ to London Heathrow. Airport.
I will start by saying the Aircraft is wonderfully clean. All 4 aircraft’s that we were on.
Everyone was provided with Blankets, pillows, headsets and toothbrushes, even a bit of dental floss, which is nice for those long flights.
I have read some of the other reviews, and you cannot really judge the Airline by one Flight Attendant or one incident.
I am reporting on the entire experience.
We did have one gate agent in Dublin, Ireland that was not the most informative or helpful. But, I do not judge it all on her.
Back to our first flight. They boarded the plane in an orderly manner. The plane was a comfortable temp as well as nicely lit.
The staff greet you when you come in and they were all very pleasant.
When you have over 200 people to deal with at one time I am sure it can get quite tiring, but they were all wonderful.
They are dressed very nicely, and I found them all to be very polite and doing their best to attend to everyone’s needs.
The service in Coach was very nice. They even gave my daughter and I a Glass of Champagne for her Birthday. I can only imagine how marvelous their First Class service is.
The food was really great. That is saying something for Airplane food. Especially on the way out of London back to Phoenix. It was 5 star and piping hot.
They came through with water and juices all the time and if you wanted anything else they would bring it to you.
The toilets stayed clean, neat and stocked the entire 10 hour flight.
They have individual movie screen so you can watch anything you want any time you want and even rewind, fast forward, and stop in the middle, or go back to it at any time. You can even see exactly where you are via moving map as well as time, temp, and distance.
I thought it was truly wonderful. All 4 flights we had great crews. Loved it!

After saying Bön voyage to my family for another year to go back to america, I was pleasantly surprised with a welcomed upgrade from business class to first class. From start to finish the experience was memorable.
The first class lounge provides a Michelin style experience with quick turn around food if you are In a hurry with no horse lamp in sight (will understand what I mean if you’ve been to the T5 business lounge!). If you really need to relax, you have the option to have a quick 30 minute massage before your flight!
In the air, the experience just got better better. I didn’t think there could be much difference between business and first, but I was surprised by the little details. Johnnie Walker blue label on request and Gressingham Duck for a main course, I was defiantly treated well. I was provided with Pyjamas and slippers as well as a full size duvet to make me feel as comfortable as possible after a couple of drinks and a film.
Would I pay the difference between business and first? Probably not due to the price, however, it was well worth the experience
Thanks BA for the upgrade always very welcomed!

This review is rather difficult to write. When my husband told me we could go to England for our honeymoon, I was beyond thrilled. Since I had lived in London before and traveled a lot, I said we HAD to travel British Airways– the only way to fly to England. I told him about how great the food always was, how kind the flight attendants are and how classy they dress (suit coats for dinner).
I guess that doesn’t really happen anymore…
Our flight attendant seemed like she would rather be a million other places. There was no customer service in her mannerisms or voice, and she was impatient when my husband and I were quickly debating on which meal to select for dinner. I couldn’t believe I told my husband this was the ONLY airline worth taking. Worse yet, the attendants never really came out again until an hour before landing and served such weak coffee to which our attendant said she couldn’t stand «horrible, strong American coffee.»
Great. Brown water? No thank you…
I am giving the airline 3 stars because our way back was slightly better.
Although we were delayed an hour in the plane for technical difficulties, the crew was so much happier and one even asked if it was our honeymoon and gave us 4 bottles of complimentary wine!
Overall, I am so disappointed in British Airways and know that next time we will be looking at other airlines for our oversea travels.

British Air is a joke! Our flight from Phx to LHR onto AMS was cancelled due to birds damaging the jet engine. Took us HOURS in ticketing line to try and rebook. That entire process was very frustrating and chaotic. I finally called and after holding for 40 mins I was able to book 2 seats for the following night. They did provide hotel and meal vouchers.
The seats on the plane were increibly tight. I am average size and could not lean down to reach my carry on nor could I rest my head on the tray because the seat in front prevented it. It was an incredibly uncomfortable 10 hour flight.
Due to the cancellation of this flight, we were charged $ 120 by the AMS hotel as a NO SHOW even through no fault of our own. We have been trying to reach BA since early January ’14 by phone to discuss a refund for that $ 120 charge. NO ONE answers the phones. In desperation and frustration we left a voicemail. STILL WAITING for a callback.
On our return to Phx, we were unable to do the online check-​in 24 hrs prior to departure. We called ticketing in AMS and they were not only unable to tell us why we could not access the online check-​in but they were unable to provide seat assignments. We were told to go to the ticketing agent at the AMS airport.
With the seating arrangements on the initial flight still fresh in our minds, getting back onto a BA plane was not something we looked forward to.
In the past. We have flown KLM and we will definitely give our business to them.
Thoroughly disgusted.

The customer service phone numbers are terrible, hold times very long, aging 747 fleet on the PHX-​LHR route means frequent delays for technical reasons. Used to be my favorite airline, now I’d rather fly with anyone else. Huge restrictions on using Avios points, then tiny seats with limited seat pitch. As I type this I have been on hold to speak to an agent for 30+ minutes. Time for them to go out of business and let a customer-​centric airline take over these routes.
UPDATE: It finally took me TWO HOURS on the phone to make a change to my flight working with an agent, constantly being placed on hold. HORRIBLE, HORRIBLE, HORRIBLE customer service!!! If there was a way to award ZERO STARS I would do it!!!

Accents of the English which sound so classy to Americans do NOT make up for their COMPLETE disregard for the disabled. I made every attempt well in advance to get special seating for my son and for which I was happy to pay more and NOTHING was done! When I called customer service today the US rep could have cared less, did not apologize and offered NO help. It was basically TFB! My son will sufer fir more than 10 hours tomorrow on a flight from London Phoenix and I can not help and BA NEVER had an interest in helping. I will let EVERY disability group in this country and UK know about BA insensitivity so that they can seek other airlines. PS They have a web page with disabled assistance but no specific contacts for those disabled. In other words, just bull but no action for those with disability. If you are disabled choose an airline other than BA whenever you can.

It’s not cheap but if you are flying to the UK it’s the best way to fly — even if you are flying in the cheap seats which ARE cramped. The stewards are all Brits so what can I say — they all have attitude — gotta luv ‘em. I just smile thru them and let my hubby deal with them since he is one of them.
Last time we flew we had a free friend ticket and I had enough Avios points for my ticket but we still had to still pay taxes and fees at full price and in British pounds and because we treated our selves to and flew business class so our tickets came to $ 2K but it was SOOO worth it. It was the best flight I have ever been on and neither of us had jet lag.
(The previous time we flew to the UK we flew US Airways which was a nightmare from start to finish and I will never fly them again. THEY (AMERICANS) where rude and unhelpful and stupid.)

This airline is just a hoot! Here are my top 5 reasons:
1. The accents!!! OMG. The flight attendant accents made me melt :)
2. The staff was very polite and accommodating. The ticket agent kindly moved two of us to an empty row for free out of the kindness of his heart. It was sincerely appreciated.
3. Free booze!
4. Decent food/​snacks
5. There is a daily shuttle to/​from London Heathrow and Phoenix Sky Harbor. It lands in PHX around 5pm and takes off to London around 9pm
Remember to sign up for American Airlines AAdvantage points!

We flew British Airways in 2006 and loved it!!! We flew them again in April, 2012 and it was terrible!!!
Both times we flew non-​stop Phoenix to London which of course is great. In April we experienced the same problems on both flights — over to London and back home.
The seats were cramped with no leg room and hardly any seat space. The flight attendants were snarly and it was an interruption of their day to help us with anything, even serving our food. Airline food is never good so we didn’t have high expectations and they fulfilled those easily with crummy food.
Of course the seat in front of me reclined into my space and was uncomfortable but what do we expect as they try to cram as many people on the flight as possible.
On both legs the air conditioning didn’t work so the plane was extremely warm. On the way back, we couldn’t board for over an hour because they were trying to cool the interior the plane.
We fly often and this flight was the worst experience we have ever had. Best of all, they don’t seem to care. Good luck!