British Airways Customer Service

British Airways Positive Reviews

Great app unfriendly agentsI’m waiting to board a flight with BA to LHR and connect with BA 247 to Sao Paulo. The lady that did my checkin was very unfriendly and had the wrong attitude to be in contact with customers (and she is working in the “Business Class” desk! - I think we (customers) should be able to evaluate airport agents instantly upon completion of checkin as we do after calls, after using your app etc. Maybe this would help “shaping” a seemless excellent customer service at BA! Certainly with the high unemployment affecting France, BA could do a better job at recruitment and selection for airport jobs..OGGuarujaVersion: 5.52

Normally a big fanI usually like British Air (actually love it) but not this trip. I could have chosen my seat before 24hrs before flight if I wanted to pay for it ( didn’t tell me how much).I chose to wait but even though I had done VeriFLy, had a “Pass” on the BA site and ticked all the boxes I could not confirm my flight. This was with multiple attempts throughout the 24 hrs before. So no seat assignment/choice and continuing message that they were sorry and maybe it was due to inability to confirm my health status. However they already had everything since the had everything according to the site Pass. Tried chat mode and it was useless and kept ending while I waited to speak to a representative. Tried the Ai but no help. Tried Twitter with no response. As I approached the airport (LHR) I was magically allowed to check in and wonder if wonders was assigned a middle seat. Back of the plane. Not able to change seating online. Was only a few seats anyway because apparently another flight was canceled so everyone filled this flight! So now here I am at the gate at 10:06 for a plane that was supposed to board at 9:25am. Nothing happening and no announcement. The only, thus far, shining moment was tagging my bag (Please ask for assistance kiosk) where the assistant asked if I really wanted the middle seat and was able to get me an aisle seat. Of course, not on the plane yet but I am at the gate!.CBTJRMDVersion: 5.87

Impractical, inefficient, loaded with inconsistenciesWhen managing a booking on the app, every page has a banner on top “Open the app”. I’m already in the app!!!! Often at the bottom, it asks if you want to download the app. Again, I’m already in the app!!!! The information is spread out so much, users have to scroll through lots of pleasant but useless ornamentation. It would be better if they made the app more useable and practical. The display is so bloated with everything BA wants to show you along with large branding images that users have to scroll down quite a ways in order to get to different functions. Not user centered. They provide links for various offers and upgrades, but these are often not available. Huge disconnect between the app and reality. They have a feedback link, but only users can only enter a general description of the problem with no connection to specific issues, pages or links. Reflective of BAs general disinterest in user feedback, lamentable as this could be used for improvement..Freaq TravVersion: 5.101.1

StrandedPeople transport lady delays transporting use to our connecting flight and we missed our connection. She waited until all 400+ passengers had deplaned from one door before she decided to leave! Then we could not get any other flight until the next night causing us to miss part of our cruise. There is not time to cover it all. Agents at gate left at 10:00 pm with use sitting there awaiting transportation. It never came untilI saw them parking the vehicles for the night and rushed down to stop them and get them to take us to customer service. One mail agent totally ignored us. Finally the other agent became available and helped up with voucher for room. Two days in Heathrow! Not a happy experience with BA..Hartley33Version: 5.99

No changes in years - inadequateI fly every other week almost for work and life so rely on app a lot as constantly on the move or in meetings. There are problems that you don’t address for years .. like famous your booking can’t be displayed or if you want to book tickets and even in your own profile why in the world you need to log in again to get a award tickets, finally multiple issues with cards and people profiles - seems your app doesn’t speak with your main interface - poor performance given typically one need to navigate through very few actions for check in or uncomplicated purchases you could have addressed long time ago.Natkoz71Version: 6.1.1

Overall great app, but a miss on WatchOverall, this is probably the very best airline app of the many I use. It’s simple to use, yet provides far more information and utility than any other I use. And it’s actually visually appealing. However, the Watch app doesn’t seem to work. Despite having a flight departing in five days, the Watch app says I don’t have any upcoming flights in the next seven days, even though I have two (both of which show in the app on my paired iPhone.) Having access to the app on the Watch is super useful while traveling, and the absence of this feature working correctly made me withhold a fifth star..GaryCATXVersion: 5.50

Great service at HeathrowWe received fantastic service today from BA representative Tracy Murray at Heathrow. Our flight was delayed, causing us to miss our connection to the US. Tracy painstakingly redirected all our complex flight plans, coordinated with our kids itineraries and set everything right so we will be together for Christmas. She was very kind and reassuring and my wife finally stopped crying. Then she got us all rooms at a nice hotel tonight, meals and even vouchers for “nibbles” at the airport Marks and Spencer. Thank you to our Christmas angel!.PCH45Version: 6.1.1

UselessImpossible to link your online boarding pass with Apple Wallet. The app never remembers my personal if information so I have to re enter it every time I fly. And I travel on a weekly basis. And the app can never download my booked flights (error message everytime) so I have to go to the website every time. What good is an app if you always have to go to the website and even that doesn’t give you a usable digital boarding pass? All other airline apps works perfectly. I hope BA gets it right one of these days!.*Unanswered :-(Version: 5.101.1

AppEasy access, we love it!.DebGoveVersion: 5.54

Apple walletHow can I add my ticket to the apple wallet.AbbuSafiVersion: 6.2

Great appEasy to use and a great time saver.Matting anVersion: 5.101.1

Not nativeThe application is not native mobile app. It keeps taking you to the website..Buffalo DaddyVersion: 6.1.2

GreatGreat service.Kitty-kitVersion: 6.1.1

Love British AirwaysExcellent app. Easy to use. So looking forward to my flight..HockeymomtracyVersion: 5.101.1

Fast and efficientAmazed at speed I was able to check on.Londonlady55Version: 5.100.4

Apps crashed right after apps updateGot a message saying application cannot be run on jailbroken device after apps update. The device is iPhone XS on IOS 17.0.3 and it is not a jailbroken device. Need help..Dannychk2828Version: 5.101

Greatly improved appBA has upped their usability of this new app. well done..RaygotVersion: 5.97

Unstable performanceThe app is Ok when it’s functioning properly which is not the case on most days - getting worried it won’t be working on my travel days… every other day it’s not showing my booking and not able to add it… but then on the other day it seems to be OK. Please fix whatever the issue is..Everika38Version: 5.98.5

Has potentialWhen all the non functioning features are enabled..CntredVersion: 5.98.1

TransactionsFor each transaction, it is showing up multiple times. Otherwise the app is good..MtlgalVersion: 5.98

Check inA very simple process thank you.Tifu'Version: 5.96.2

Delayed flightTo be written after our delayed first flight.Will we catch our next flight?Version: 5.93.1

BA appIt is almost 100% straight forward..Be-bop-a-luiVersion: 5.95

RAKFast, straight forward, easy use..Sham CanadaVersion: 5.93.1

Food - please don’t serve cold food. Thank youPlea.Harpreet kocharVersion: 5.93.1

Free International Money Transfer 💸Enjoy high maximum transfers into more than 20 currencies while saving up to 90% over local banks! The cheap, fast way to send money abroad. Free transfer up to 500 USD!AdvertorialVersion: 6.3.1

British Airways Negative Reviews

Airline is a joke.Lost my bags for 3+ days. Had to end up going back to the airport to pick it up myself as they were not competent enough to get my bag from The Dublin Airport to our hotel in Dublin and we were leaving for Ennis the next day. Also had to cancel our first train because of this although I had been “guaranteed” my bag would arrive by the time we left for Ennis. Don’t even try calling them, if they do actually pick up the phone they will give you the run around, will speak broken English and are not helpful whatsoever. Talked to at least 3/4 different agents over the phone, each would give different answers each time then give you phone numbers to reach out to that I would call and it would say “this line is out of service”. Literally got nowhere after trying to call for hours on multiple different days. In addition to that, multiple flights have been delayed and when I went to submit a compensation form as for the clothes I had to buy (again didn’t get my bag for 3+ days) I spent 25 minutes filling that all out (adding receipts, descriptions, flight info, baggage claim info, bank account info, etc.) only to get a “sorry your claim has not been submitted due to technical issues”. Seems pretty convenient not to have your compensation page work. Refreshed the page and it just sent me right back to the beginning with none of my information saved. Absolute joke and I will do everything in my power never to fly this airline again..Bsandstorm15Version: 5.99

Mr. Paul StrivingsWe booked 2 tickets from British Airways to Turkey Sept. 9th for a January 16 flight. In October, Turkey began a series of changes in Visa requirements for US citizens wanting to travel to Turkey. I’ll skip all those details now since I’m reviewing British Airways but at each step of not being able to get into Turkey, we called British Airways to find our options (refund, voucher, etc.). Each time BA assured us that we’d get our visas and and to wait. They would only refund taxes and fees, about $990 (customer service wouldn’t say a monetary figure) out of $3500. We waited and tried monthly. Finally, after getting approved for an appointment for an in person visa interview with Turkey, the only available interview was in January, the day before our flight. Then there’s a two week approval window. So no visa and when we called about refund options, the refund offered now was $187. I believe since BA is government subsidized, there was a conscious delay process to permit the government to continue to collect time released taxes. I’d enjoyed multiple Economy Comfort step up seats and comfort and thought I’d found a comfortable way to travel. I’ll now take my business to another airline. I forgot to say, but when I calmly said to the BA customer service agent when offered $187, that I might as well hold onto my seat so BA could not resell the seat, she hung up on me. Fly US and suffer with the tight seating..PdstriVersion: 5.36

Technology gap=a bad sign for the companyIt’s sometime hard to separate the corporations from the computing presence they project with their apps. I’ve lived and worked in Silicon Valley CA for over 30 years and there we have a consensus among our friends that it’s possible to forecast a company’s future by the quality of its Internet presence. This does not bode well for BA as this iOS app projects a backward stagnation. Unfortunately I find it frustrating to write these reviews as the people who read the feedback cannot present it to those in charge since their culture is usually the cause of the technology gap and they just can’t bridge it. Update: As I continue to use this app over many years and get hit with layer after layer of bugs and mishaps that inconvenience BA customers and club members, I wonder when will the responsible executive be dragged through the streets of London with tar and feathers - I guess never... it’s equivalent to BA’s running of T5 in month one, but just in a permanent state. May 2023 update- years have passed and this week I’ve been using the app to check in. It has gotten worse. Message loops, timeout errors, sending you from one section to another to get your boarding cards. Worse of all it seems to be using web browser technology from within the app and then not recognizing you’re in the app..ISF runVersion: 5.88

Worst airport I have ever been and I will never come to Heathrow againHeathrow is the worst airport I've ever been in. I have never known an airport that can't give you your gate number over an hour ahead of time. I realize you're trying to get rid of congestion and make people shop in your expensive stores but you won't give your gate to people until the time of they're actually supposed to board and they could have up to a 20 minute walk for a normal person and some customers are handicapped it is absolutely abdurb and frustratinh. I'm on vacation and you've refused to give me any information including which terminal. I had to fight to get the terminal from your staff and airport staff both ways coming in and going out and then I had a fight to get the gate and all the time you guys had it and the first employee argued and argued and a second employee over heard the conversation said yes we have it and gave it to me. again British airlines sorry you're out because I will not go through Heathrow if I can avoid it PS I'm only here cause I was going from the US to Africa I was not coming to London I was planning a trip to London this summer now you have made this trip so miserable as far as getting there and back that I will not come and spend my time/ money in England.World Traveler2024Version: 6.2

Horrible Flight experience and customer serviceNormally I don’t write reviews but my experience with both the flight and the customer service has been so bad. I had a flight from Berlin to London Heathrow last May, from which I was supposed to get a flight to New York. But there were multiple issues with my flight that ended up delaying my arrival by almost 24 hours. First, I never received my boarding pass for my connecting flight - I was told I would get it at London heathrow, but this turned out to be impossible. Second, the flight was delayed AND it landed outside the airport where we needed to take a bus to the actual gate. Third, the British Airways support desk was woefully understaffed and I had to wait in line for several hours to get a replacement flight and accommodations for the night (since there were no more flights that day). Long story short, my arrival was delayed almost 24 hours and I had a miserable experience. I filed a complaint back in June I’ve since been waiting over 5 months to receive a response to the complaint I filed back in June, after having followed up multiple times It seems that their customer service is almost unreachable. Wouldn’t recommend anyone use British Airways..Berlinuser123Version: 5.93.1

Needs significant improvementThe app as a whole doesn’t function well from a technical perspective. The user interface, in theory, is pretty well thought out, but I can’t enjoy any of it because of the technical difficulties I’ve been having with the app. This is coming from what you would consider a power user - I’m not your grandma and using a smartphone for the first time. When it’s difficult for someone who thoroughly understands the inner workings of mobile applications (+3 of her tech-savvy friends), you have a problem. An example of a use case is earlier when I attempted to check in for my flight, got to the final step, and the app crashed. I then decided to check in via the web and the process showed several discrepancies. I also couldn’t get my mobile boarding pass unless I went back to the app and finished my check in process, which I couldn’t actually complete because of aforementioned difficulties. There really needs to be some significant technical adjustments to the app. For an airline that is highly sought after, your app is severely lacking. I’m happy to provide more detailed feedback if needed..Casey E. B.Version: 5.50

Worst Flight Check In ExperienceThe “app” redirects to the website which lacks clear navigation. My first flight was cancelled and automatically rebooked but I wasn’t able to accept the change on the app for two days. I clicked the confirm button repeatedly, closed and restarted, deleted and downloaded the app again but couldn’t make progress until the morning of my flight. Once I could check in, my only option was for my cancelled flight. I finished check in anyways as I had a connecting flight, got to the screen to download my boarding pass and got a notice to check in for my new flight, even if I’d already checked in. I went through the process again, and got a confirmation again for my cancelled flight. Boarding passes can only be downloaded by closing and restarting the app, so I did that hoping the flight number would update. The pass downloaded—wrong flight number still. I got an error trying to go through check in again. No point in using the app if you’re forced to check in at the counter. Very frustrating..Elissa79Version: 5.100.4

So-called prestigious makes crap appClunky, confusing, conflicting information…. I mean literally one of the “top” choices on the “how do you want to retrieve your boarding pass” after you finish checking-in (intelligence asks WHY is that even a question?) is “FAX” -to which I’d be willing to bet no one under 40 even knows what that means. Meanwhile, “download boarding pass to your App” selection is conveniently hidden at the very bottom of the list from an oversized device screen. Further, when I first opened the app - it showed my next trip with the RETURN flight showing first on screen confusing me thinking I had made some error in booking - WHY?? When a company of this size, with the assets they have at their disposal makes a crap app like this?? What has the world come to. Where’s the pride? Where’s the dedication? Where’s the style? What about respect and care of the customer? I guess those things have been supplanted by Union reps and a sense of entitlement by employees…. Pish-Posh!.StacyparrishVersion: 5.91

Maybe Lucas or Rootes wrote this appLike these notorious companies, this app has several failures and glitches. The first and most notable is that while using the app, a promo at the top of the screen suggests you download the app! What??? While traveling internationally The app asked me to scan my passport. But there was no function for this. There was no way to scan my passport for check-in. The app is not nearly as user friendly as it should be. I have had a few times using the app where I didn't know just what it was asking, but it urged me forward in the process. I did get myself checked-in through the app, and when I went to the bag drop line, the customer service agent printed my boarding passes because "they work better." Other issues make it seem like they really don't care about this app. They prefer the old school was of business..King ZigglyVersion: 6.2

App Usage for any changes is garbageI will make one comment about the flying experience and it’s that it was the most godawful experience I’ve had in my lifetime of flying. Spirit would put them to shame. That said, that app is a solid 1.5 stars. It works in an absolute minimum way. It doesn’t show what gate the flight is at, doesn’t reliably update when there are delays, and continuously asks you to check in even though you’ve gotten your boarding passes. When you go to make any changes, it has to redirect to an in-app browser- it seemingly has no functionality native to the app. Hilariously every time the browser opens there’s a bar at the top telling you to download the app. If you only need to log in once, check in and pull your boarding passes it’s fine. But if there are any changes (god forbid any changes during the trip), you’re locked out and have to essentially contact a person to get help. You can read other reviews for how well that works out… Check out your OneWorld partner American for what an app should do and look like. So so so much easier to use and allows you to take control of your own flights and changes. Who knew American was the standard for this ;) Overall can’t wait until after this trip to delete this app and never use BA again!!.Poopgoggles34322Version: 5.100.4

Just the worstBooked a flight through hopper in 2020 and could not fly due to restrictions so I got a voucher. I am unable to use the voucher because I’m pregnant and apparently no one can help give any answers. I got ahold of someone at BA who said since the ticket was purchased through hopper I needed to reach out to them for assistance. I reached out to hopper who said they are just a travel agency and the tickets are managed through BA and they were the only ones who could make changes. They also said they could not help me further because my email was wrong despite the fact that I had the literal confirmation email about the original flight pulled up and gave that exact email. After hopper told me they couldn’t help I called BA again and pressed the same extension and was told that the agent couldn’t help me because he was just sales. He directed me to another line and when I called there was a recording saying that due to heavy call volume they couldn’t accept calls and just hung up. How the heck is anyone supposed to get any freaking service? Any questions answered? I guess I’m just out over $1000 with no ability to even talk to a person. Apparently their strategy is to give you the run around until you’re out of time and options and just keep your money. Disgusting..TaliaKhrystianVersion: 5.99

Worst App/websiteNothing about the app or the website make it easy. The app is slow, constantly freezes, is never up to date with any changes you might make on the website. Additionally, when you use the app it constantly asks, “would you like to use the app.” That is just the online experience. It only gets worse when they cancel your flight completely and book you on another flight that adds 4 hours to your travel. Then when you contact them to try and resolve what is going on, they refuse to do anything and maintain that, “It is not about whose fault it is.” I thought it would be a much better experience as we were traveling to London, but it was the worse airline I have flown with. I would recommend any other airline over British Airways. I did however provide a one star review, but only because 0 stars was not an option..UtahincVersion: 5.99

DisappointingThe app repeatedly doesn’t notice when things change. Sometimes a pull down to refresh helps but often not. One time, quitting and restarting didn’t even help - I had to explicitly log out and back in to see the new information. It’s lucky I’ve been fighting it for two days now, so I know when it’s worth retrying. My flight yesterday was canceled by BA. They never have contacted me about that. In particular, there was no notification from the app. Lucky Google warned me. After tormenting it into refreshing, the app let me rebook for today’s flight but someone messed up and didn’t issue me an e-ticket or send me the email it promised. Lucky I spent a literal hour on the phone with BA just now otherwise who knows whether there would have been a seat for me this evening. Disappointing, so disappointing..MartindoreyVersion: 5.99

Mr. TravelerWe booked our tickets for a trip to London through British Airways. Actually they took our money and we are flying American Airlines. On our return flight we reviewed our preliminary gate with the BA app and it told use terminal 5. The App was wrong and British Airways treated us like they didn’t need our business. They were unwilling to solve the problem we faced which was taking our luggage from Terminal 5 to Terminal 3. (We are talking about heavy bags we had already brought to Terminal 5). Or offering us some type of solution to the problem they created. If you have been to LHR. Terminal 3 is a train ride away. If we had arrived on time to terminal 5 we would have missed out flight in Terminal 3. Fortunately we planned ahead and were at Terminal 5 early and were able to catch our plane in Terminal 3. The main concern I have is British Airway had no concern for its customers when it was their fault. They told us to call Customer Service and discuss it. Their was no phone number to call on their website. You needed to mail your complaint. I will be sending in my complaint by not spending future travels with BA or AA. After traveling for 50 plus years and being in business for 35 years I was sorry to see them put profit ahead of its customers when they were clearly at fault..BA Failed CustomerVersion: 5.92

Slow, and impossible to check-in when returning to statesFirstly, the app is a bit slow and clunky. Otherwise, it’s about the same as any other app. My second biggest issue with it is that it uses webviews for practically everything — as a result, the app is not really much better than using the website. And these little webviews even have a prompt for you to open the BA app, while you’re ALREADY in the app! In fact, under these URL routes, you’d never want to open the app. This is so easy to fix if they gave it half a thought. But the biggest issue is that they must not have updated their COVID entry requirements for like a year. I don’t need to do anything when returning to the US in terms of COVID. But they still have to collect information — basic information they already have like my citizenship and name — and then don’t approve the “documents” automatically when seeing I’m a U.S. citizen. There are no documents! You can just skip this step if I’m a U.S. citizen returning to the US! This issues would be incredibly easy to fix. But apparently IT over at British Airways is hamstrung by executives who won’t let them fix basic stuff like this. This app doesn’t deserve more than one star until these issues are fixed. And please make it faster..NtomallenVersion: 5.97

Challenging Interface. Not reliable to always show booking3 out 5 times when I open the app to look for my upcoming booking, the BA app will inform me that it is unable to do so due to system error. I am no longer shocked nor dismayed at the BA app’s inability to readily show me what I feel should be the core element of an airline app: Details of my next flight. Yet, even when it works, the details of my booking are two clicks away….not front and centre when the app opens. Nearly all other airline apps I use put this most essential element of air travel as the opening page of their app. Yet, what are we to do? The BA app has a captive audience and so we must endure. However, I invite BA to view other airline app opening pages and reconsider both the reliability and the display of key info for the next version of their app..MK BikeVersion: 5.96.2

Disappointed by my flight cancelled TWICEMy original, convenient flight from LHR to LYS was cancelled about 2 weeks ago, and my choices for rebooking no longer included the convenient mid-day flight. So, to avoid inconveniencing my hosts, i selected the 7am departure today. I went to check in yesterday and found that flight was cancelled!! The ONLY option offered for rebooking is the 9:05pm flight!! (I checked and the convenient flight BA362 IS flying on time today!!). So I took it, and have booked into a hotel for the night, because my host lives 2.5 hours away and cannot possibly pick me up at that hour!! I am traveling for a friend’s important celebration so I HAVE to get there tomorrow. I am disgusted that after being a loyal BA member for 2 decades. and racking up many air miles, when I use them for a simple thing like a flight from LHR to LYS, I am dumped at the back of the line..B de ZVersion: 5.90

Getting a seat is a nightmareI’m traveling with a friend. She called to pay for assigned seats early in the morning, later in the afternoon I also called to pay for sears for myself. I was informed that my friend did not have any assigned seats. I paid for seats for myself under my credit card and gave the agent my info as well as my passport number. The seats were assigned to my friend instead of me and the agent I spoke with could not change them. As I write this my friend is is still trying to get the seats back to me and get some for herself other than in the middle . I was charged 200+ dls. The booking mechanisms are a disaster. This app will not allow to pay for seats unless everyone in the booking also pays. Calling apparently serves for nothing. The agents are polite but don’t seem to be able to work well with slow and ineffective systems..Driver719Version: 5.97

Useless and FrustratingThere was a time when I found the BA iPhone app helpful and functional. It appears that it has undergone some sort of redesign that has rendered it near useless. Basic airline app functions like selecting seats and checking in are tortuous and frequently impossible. Navigation is not intuitive and endless loops of error messages are standard. The redesign seems to have moved the app from a native iPhone design to directing one to a smart-phone version of the (horrible) BA web site. On every page, I get a message at the top of the screen advising me to install the BA iPhone app, as if I haven’t already thought of that and am indeed already in it. The inability to do anything useful on this app forces me to stand in long queues and/or call BA for things that on other airlines I can efficiently do myself with their apps..Bishopje878Version: 5.87

WarningI’ve probably flown BA a hundred times over the years as a AA member but now it seemed I had to sign up and create a BA membership to use the app. Okay, inconvenient but I did so. And as a thank you from BA I have since flown 3 flights and for all 3 I have been seated in the last seat of the plane next to the toilet. “Do you want to change your seat?” asks the app. YES! Okay, and then you get transferred out of the app over to a BA website and given not a single seat to choose from. And now I spend the whole flight being bumped into by people queuing for the toilet. “Sorry. Oh, sorry. Excuse me. Oh, sorry…” I guess I have to somehow cancel that profile and erase the app to be able to fly BA again because this is absolutely totally and utterly miserable. No idea what so ever why BA is doing this?.BeyfonVersion: 6.1.1

HorribleI’ve spent hours trying to navigate between app and website. I repeatedly get emails and texts saying to upload my Covid documents which I have done multiple times. I use the tracking number for Covid documents and it says verified go and check in. When I check in it says not verified go add them. At this point I’d rather cut off my own fingers than use British Airways. I’m using the app and it suddenly takes me to their website where I get a pop up that says “open the app”. I was in the app. At this point the experience is a never ending circle of madness. I’ve finally checked in for 1 leg of the flight and the stupid app still tells me I can’t check in and I have to wait another 3.5 hrs to check in for second leg of flight. All the other airlines let you check in for all legs..Maddy704Version: 5.97

A most unpleasant appI logged in 24 hours before flight to choose business class seat (let’s leave out that a business class customer should be able to reserve a seat upon purchase and not have to pay extra for it) but when I checked in I found a seat had been chosen for me and it was impossible to change it. The site said I could choose my seat but no option was available for doing that, though a box saying “choose seat for next flight” had me thinking that was the place since my NEXT flight is the first leg not yet taken. The box should have said RETURN flight not “next”. I tried to find a BA phone number after choosing my country from drop down menu as instructed and then? There was NOTHING. Truly a miserable website app and experience so far..AnalogcornerVersion: 5.87

This app is a nightmare…It might have to do with the fact it was booked on American but the two reservation codes are ridiculous and it took me over a half an hour to check in online. NOT GOOD. Don’t get me started on the fact the flight was diverted from the middle of the Atlantic Ocean to St. John’s, Newfou slabs because the pilot was ill. A tiny airport that couldn’t support this kind of aircraft. We waited two hours in the runway to get a tow into the gate. Then a hotel then a second flight to Heathrow (re-routed from Gatwick) almost as long as the first aborted flight. Then there was no staff to u load the bags. The bags came two days later. Ugh. Lost a day of my vacation. I’m sure trying to file an insurance claim with the insurance company or the airline will be a hassle. NOT GOOD..Johnboy32064Version: 6.3.1

Absolutely Terrible Airways computerI arrived at the Dubai International Airport (DXB) for 6:20am for a booked flight for 09:20 for British Airways May 5. My original ticket was booked through Qatar Airways for 11:00pm May 5. When I arrived at the Check-in counter, the customer service attendant mentioned I couldn't get on the flight today because I only had a Booking Reference and no ticket. The attendant mentioned that there was a booking reference for British Airways but no ticket and could not allow me to board the flight. I am currently at the airport and have been waiting nearly 18 hours because someone double booked my flight and did not make the correct changes. This is cruel and customer service attendants were the absolute worst people and extremely rude. I was left in tears today because of someone else's mistakes..Nesha_LOVE007Version: 5.89

WORST online experience of all major airlinesWhen the website and APP actually work (it’s down OFTEN!) it’s simply terrible. Non-intuitive, outdated, and technology from the ‘80s. Want to print your family’s boarding passes for two flights? YES, you guessed it, one at a time, twice per family member, so six clumsy inputs, selections, and transactions instead of one. Want to add tickets on your smart phone wallet? YES, also six separate transactions, only on each family members device, even your children! And lots of error messages, no ability to input or update personal details online, AND a phone number where you make a dozen phone tree entries just so it can hang up on you!!! We got a great deal on Club Suites, and now I wish we just paid our primary airline the extra $6K….Hammon, Jeff and LOLAVersion: 6.3.1

UX needs a lot of work1) My bookings rarely show up until I’ve clicked around several times in various menus. 2) The check in flow pulls you into a web journey and the framed in page has the banner to install the app at the top. While I’m in the app. Sometimes I even have to log in multiple times when I get pushed to a web journeys. 3) once you finish the check in process in the mobile app and you select “mobile boarding pass “ you get a prompt that says you have to go back to the main screen and choose the check in button again. After you already checked in and you couldn’t get the Mobil boarding pass. In the mobile app. What’s the point of a mobile app if it’s just a weak shell of a slow and challenging web journey?.AbsarokeVersion: 5.100.4

Flights are Cheap - Services are terribleThis Airline wants you to buy a ticket - take your seat, be quite & don’t ask for anything. On 3 occasions I wanted to upgrade my seat to first class. None were available at the time of purchase. Day of the flight, first class seats became available - no one would process the upgrade & take my card! Not customer service, the check in counter, no one = god forbid I have have flights delayed that interfere with obligations on the other end - they make no effort to help you out = has a flight to Chicago O’Hare delayed at Heathrow, then onto Denver with American Airlines on the same ticket. The plane at Heathrow breaks down - I asked them to put me onto a flight direct to Denver - plenty of seats availed = nope, not a chance. They don’t care that timing was of the essence. As long as you don’t need, ask for anything or make an inquiry, take your seat, be silent = everything will be great :) The only thing BA has going for them is cheap tickets to Europe from the US. Now the brand new update to this APP doesn’t work - can’t book flights cause the APP crashes, there is no way to co tact them except to blast them here - there not going to read this anyway..JJSKI79Version: 5.37

Bad App and Bad Customer ServiceOn the website you are told to download the app to log in. After doing so, the app re-opens the BA website and tells you to download the app (even though you are already inside the app). Terrible confusing mess. Oh, and If you bought a business class seat you will need to pay an extra €175 to select a seat. Or you can wait until 24 hours before EACH segment of your travel and select a seat then. But if you have any documents needing review (e.g. a passport) you still won’t be able to select a seat until you’re at the airport. And if you call customer service it will say “we are experiencing unusual call volume” and it will hang up on you automatically. Terrible! Worst business class airline!.ThenewcolossusVersion: 5.89

Deeply disappointedI am deeply disappointed in all things British Airways. The app is terrible and difficult to navigate in comparison with other airline apps. Our flight from London had no entertainment system in First Class. The only saving grace of this flight were the two flight attendants. Heathrow Airport is a dystopian nightmare bent on the humiliation of the traveler. From overreach searches to invasive and VERY unhealthy body scanners. No other European airport treats the traveler so poorly! I will never travel to the UK again and will not use BA as a carrier. Italy, Turkey, Croatia, Greece, feel like the old school travel days where they use common sense profiling. Never felt safer whereas I felt intensely threatened by the Heathrow “security” staff. I intend to blast this experience all over social media..Crazy Bennett'sVersion: 5.101

Never fly BAI will never book a flight with British Airways. I spent $1,100 on tickets but booked a spontaneous flight to Italy. I planned on missing one of my flights with plans to meet the second flight in London. When I called BA to inform them I was going to be a no show at the first location they informed me my second flight would be canceled due to a changed itinerary. THIS WAS NEVER MENTIONED IN MY CONFIRMATION EMAIL. I would have never booked my other flights. To make a long story short, I threw away over $1,000 trying to fix this mistake. When requesting a PARTIAL refund they simply informed that there was nothing they could do. Basically robbing me, while other passengers took advantage of my “no show” seats. Unbelievable! I will never fly BA again and will make sure my friends and family are aware as well..NattyicingVersion: 5.56

Glitchy A FI checked in using the mobile app because I figured it would be more convenient to have a boarding pass on my mobile. Upon doing so it would allow me to check in but not change seats nor download my mobile boarding pass. Screen after screen kept telling me that my reservation number was invalid or that the session timed out and I need to start over. When logging in online it said I already was checked in therefore could not change seats any longer but if I wanted to download my boarding pass on my mobile I need to use the app. If this app actually worked all of that would make sense but since it does it doesn’t I am left frustrated and without. This will be my first time playing on British Airways and so far I’m not impressed..BBrooke308Version: 5.38

Getting stuck in London HeathrowThis is the worst travel experience I’ve ever had. I had to wait 4 1/2 hours until BA was able to help me with a new flight which was for the next day. They were not prepared for the opening of US travel. Some agents didn’t know much at all. Many people missed their flights due to lack if organization. The next day when I tried to get an earlier flight, they told me that my ticket wasn’t issued properly and that my luggage wasn’t tacked at all. If I wouldn’t have tried to get on an earlier flight I might have had ti stay another unwanted night at the airport. They should have prioritized the people with the earliest flight times to get them processed first due eliminate so many missed flights..GrzeeVersion: 5.84

Old app poor user experienceThis app is not getting any better. Other airlines have dramatically improved the experience but BA is well in the past. The app is Extremely poor for rewards booking. It is redirect to a website inside the poorly designed browser of the app. It requires to login again. Finding availability is a nightmare. The app often experiences technical problems or tells that several sessions are on and can’t proceed any further. Often partner availability can not be booked despite displaying it is available. Booking / choosing a seat is pretty clunky or even impossible sometimes. I’m so glad I move away from traveling any BA flights.BelgianizeVersion: 6.3.1

Broken systemsIt may not be the app itself, but British Airways’ underlying systems just do not work. For my long-haul flight to London, each time I opened the app, it told me to check in, even though I had already checked in. For my flight back home, I needed COVID Documentation to be submitted before they would allow me to check in. Ok, that’s fine. But even now that my COVID documentation has been approved by British Airways (i received an email that it was approved), the app and the website are not allowing me to check in because “COVID documentation has not yet been approved for all passengers.” Obviously, British Airways app and website are just not up to the standard of other airlines. Everything about their systems has been incredibly frusterating..SpookiboibdeVersion: 5.97

Awful!I travel regularly and have rarely if never had such a negative experience flying. The attendants on the flight were rude to start. Then airline lost my luggage and I didn’t receive it for a FUL 7 DAYS, costing me hundreds in expenses because I was on important work trip and I had essential equipment in my bag. By the time I received my bag, my work was done and it was time to fly back. Then, on the way back, somehow the airline forgot that I purchased a checked bag and made me pay $70 to check my bag, the very bag they lost to begin with, truly adding insult to injury. The manager at the check in desk would not listen to my concerns and walked away as I was trying to both explain and understand this issue. I will NEVER fly this airline again..SpcoltrainVersion: 5.87

Poor app with lots of bugs that adds stress to travelThe BA app is a reason why I’m considering quitting BA. It launches a web browser window to do everything - including check in. The built in browser is clunky and easily accidentally closed. Why even have an app if everything happens in the browser? I’d be happier just using safari. Clunkiness - things just don’t seem to work. If I press one wrong button during check in I get stuck in infinite loops where the only solution is to close the app and start again. This an all adds unnecessary stress during already stressful trips. It’s a pain to get a mobile boarding pass. I need to ‘collect on my mobile’ and then I’m told to navigate to a ‘my flights’ screen that doesn’t actually exist. You need to enter a booking reference to view a booking. The app should just show my bookings as they are listed online in the web browser. Overall nothing seems to work smoothly and other airlines don’t have these problems in 2022. Please fix this so I don’t have to intentionally avoid British Airways in future..Timmytim123Version: 5.95

What is the purpose of the app?What’s the purpose of the app if you’re automatically directed to the website? And it takes 30 minutes to navigate this trash website to save BOTH boarding passes for two people as it only initially allows you to save for the person who booked the flight. SHAME on the people who get paid big money from these expensive flights so run a website and app less convenient and efficient than the competitors who don’t try to hide that they’re cheap and gross. A bag of crisps and a bottle of water doesn’t make up for the hour you spend in total trying to check in and get digital boarding passes..Paula_dubzVersion: 5.95

It’s barely an AppI don’t know how people are rating this above 1-2 stars. Half of the functionality of this “app” redirects you to their website. More often than not I can’t see upcoming flights having to constantly need to refresh. You don’t receive any useful alerts- like boarding or gate updates. If you believe this app is good I suggest trying delta or united apps. Far better. I had to check LinkedIn to see if BA had a chief digital officer I find this app to be so bad. Sure enough they do.. I don’t know how that man can look himself in the mirror each morning knowing this is the quality of work his team puts out. You should be ashamed..ReggieGutzVersion: 6.1

Poor.Horrible user experience. Absolute rubbish. The “app” is operating as a PWA and the pages act like a web site from 1995. Pages don’t load, display, or operate correctly, w words and drop down menus overlaid on top of one another. System sends contradictory info: example being that several hours after check-in, 3 of 4 in our group (we all purchased separate tickets) received email saying we needed to upload Covid19 documents, but we’d already done so , and upon opening the “app”, our Covid19 info was confirmed already. This is just one example. Another would be the circular progress of the app— it’s hard to get accomplished what you actually set out to do. Lots of frustration and time wasted..I declineVersion: 5.91

Not up to the task of handling its own informationThe appa information is more delayed than 3rd party websites in getting its own info. You enter information for your trip, it says it is approved and then brings you back to the screen that says you need to enter the same information. The app is not intuitive in gathering its own British airway information and relaying it. It needs to get faster and be able to check people in, even when the reservation is not just a basic round trip. If you have flight delays and issues you may as well delete this app, it falls apart at that point. As a software engineer, it strikes me as a lazy build..GghhajsgajVersion: 5.92

George WileyThe app is quite klunky. Nothing works the first time. My flight is an American codeshare, really a BA flight. Checkin started on American which sent me to BA. But BA says “something went wrong”. Started again and 3rd time it works. Started check-in but had to lookup passport and other info, so I switched from the BA app to notes to look up my Global Entry number and came back to BA, the app restarted the checking process. Have to type in all that crap again. Then, finally at the end of the process getting the boarding pass into Apple Wallet is a hassle. There were at least two other BA app failures that I left out of the above too-long story. BA app designers need to eat their own dog food to learn how not well it works!.Wiley guyVersion: 5.97

Trip to Scotland from BostonI was unable to open the app and get my boarding pass at Heathrow on the first half of the trip. We were only given one hour to make our connection so I had to have an agent print my boarding pass. They printed the duplicate pass of the person I was traveling with so our photos didn’t match the name and we missed our flight because they needed time to sort it out. I spent a couple hours on return flight trying to check in online. The app kept taking me to VeriFLY which wasn’t actually needed since the covid restrictions had been lifted. We had to come very early to make sure we didn’t have issues. It wasn’t very convenient unfortunately..Toom16Version: 5.89

I. YacoubIt is very disappointing that BA decides to choose a middle seat for me and not allow me when checking in to change my seat for free knowing that there are multiple empty seats in the flight. Never seen anything like it. Some people for different reasons can not sit in certain seats and should not be forced by the airline to sit in a seat that they chose for them. Very very disappointing..IY@IYVersion: 5.54

Huge delay without explanationBad service.Capy0821Version: 6.3.1

It’s terribleThe app doesn’t do anything except send you to the online website. When I try to select my seat by clicking the links it displays, it doesn’t allow me to choose the seat I want, instead it chooses one at random, and doesn’t allow me to change it..The app is badddVersion: 6.1.2

Terrible appEndless loops between browser and app Can’t access multiple persons boarding passes Complete pain to use Amature and complete garbage.ArturosalekVersion: 6.1.2

Terrible logicThis app is way to confusing. Learn from west jet.Th&DoVersion: 6.1.2

Seat selectionI tried to purchase a seat ahead of time to secure a window, but the app would take me all the way to collecting my credit card information then error out. I tried multiple times but it would never let me purchase a seat ahead of time. Now by default I have been given a middle seat with no choice to switch..Traveled1234Version: 6.1.2

Boarding passNot sure why they make it so difficult to add a boarding pass to my wallet..Shand TowersVersion: 6.1.1

ConfusingI find this app overly complicated. Difficult to easily find mine and my wife’s boarding passes easily..RW0947Version: 6.1.1

Bad appTrying to change my seat but won’t acknowledge that I am clicking on a different available seat. The app is bad and so is the website.LetmepostthisffsVersion: 6.1.1

App BANot user friendly at all and steps aren’t intuitive. One has to juggle around lot to get whats needed.Anuj PasrijaVersion: 6.1

30/11/2023 Unable to login on iOS 14.830/11/2023 Still unable to login on iOS 14.8. I should be able to at least do that much on the app without being forced to update iOS. “Sorry, we are unable to log you in. Please try again. If the problem persists visit ba.com.”.Skadoosh101Version: 6.0

Carte d’embarquementL’application fonctionnait très bien jusqu’à deux jours avant l’enregistrement de la carte d’embarquement. Depuis ce temps l’application ne fait pas le lien avec mon profil et mes réservations. J’essaie d’ajouter ma réservation mais sans succès. Je ne pourrai donc pas me servir de la carte d’embarquement électronique..SlabriegoVersion: 5.101.1

Can’t add bookingsI’m flying British airways, I booked a flight through a travel agent, I have the BA reference, can I add this booking? The answer is NO!.Brad.OxfordVersion: 5.101.1

Boarding pass.I booked two tickets. I’m traveling with my wife. I would ask you to consider making the option to add my boarding pass for the second passenger linked to the first. There is no reason to make me have to get back into the home section and scroll through the booking to save the second BP. After I move the boarding pass to my apple wallet the app should prompt me to do the same for the second..Kat inthehatVersion: 5.101

Cancelled flightWhy can’t the App update my cancelled flight from Cape Town?.Yenza2023Version: 5.101

Terrible terrible terrible!!!This has been utter pain and agony, and I hate British Airways with a passion! I simply wanted to get my British Airways boarding pass added to my phone and it is been pain and suffering to the hundredths degree. They forced me to join their horrible club class in order to get the app installed on my phone so I’m going to have to waste my time to cancel my membership on that and getting everything to work has been absolute pain and suffering. I hate British Airways and I’m only flying them because my own flight was canceled, and they rebooked me on British Airways. What a nightmare stay away from this airline..NorthandfreeVersion: 5.100.4

Buggy appImpossible to download or access my boarding pass on my phone. I keep getting redirected to the website where it asks me to download the app. But I’m only on the website because you redirected me here from the app. I ended up taking a screen shot of the pdf..Rosbif_frVersion: 5.100.4

Worst airline appIt loses my booking all the time and won’t let me add it again. I have to use the website to check in or manage my flight, completely useless app.Kris.1988Version: 5.100.3

Very clunkyI have booked for three passengers and yet I only have access to one boarding pass. This is useless..Tanamom24Version: 5.99

Crashes.Crashes on launch..Nick taken545Version: 5.98.7

Worst online experienceTerrible online programs including app and online..PgodorVersion: 5.98.5

Awful experienceSomehow they told me I can’t travel for whatever reason while not giving me any refund after spendings thousands of dollars. Never again 👎🏼.Mo 234Version: 5.98.5

Worst online checkin processJust email the apple wallet file or let you download from the webpage! The app is no good..Cycling1985Version: 5.98.5

Not workingApp doesn’t work. It errors when trying to retrieve my bookings or when I try to add them manually..LmdncnVersion: 5.98.5

Would not contact a code share partner when there was an issue with my ticketAlaska airlines booked my flight (on points) and as a code share with BA. For whatever reason, when BA gave the Rome to London portion to FinnAir, my ticket wasn’t reinitiated, so BA could not check me in. I do not have phone service in Italy, and had to borrow a phone at our Airbnb and called BA (twice!), they told me to call FinnAir, who told me to call Alaska, who said it’s all good and to confirm at the airport. Well! I spent 2 hours! running from the checkin counter, to the ticketing agent, to the check in counter, to the ticketing agent, back to the check in counter!! No one would fix the problem!! They said I had to call Alaska airlines, but I don’t have a phone (I only have a data plan). And no one would call on my behalf (Alaska has a contact number in Italy and still no one would contact them). FINALLY, they did something to make it work. I do understand that Alaska Airlines is at fault for the initial ticketing, but all I got from BA was a run-around! Until they did fix it — somehow. These two airlines codeshare with each other, but they can’t talk to each other??? Ridiculous!!.BaseballgirlVersion: 5.98.5

Business travelOne of the worst app experiences ever. Continuously runs you around in circles from app to website, adding huge amounts of extra time, and not getting a boarding pass in the end.KScott.17Version: 5.98.5

CombersomeMaybe it’s the british way… but everything is hard to locate and information is not clear. Lot’s of turning around to do anything — confusing..GlobalpatVersion: 5.98.1

Seat Selection IssueI tried for over 2 hours to change and pay for different “available” seats, and got diverted more than a dozen times to either “this page can’t be found” or “please change your cookie settings” messages. The chat bot was useless and there was no phone number to be found to actually talk to someone, and then office won’t be open until tomorrow. When I was finally able to reluctantly pay for new seat selections, which we shouldn’t have to have changed in the fist place as we were given a seat choice when I booked the seats initially, our boarding passes still show the original undesired seat numbers, despite getting a receipt with the new seat numbers on them. This was a very frustrating experience, very disappointing for sure..Jay H 1Version: 5.98

Horrible booking system and customer serviceI tried several time to pay for upgraded seat and it didn’t work. Customer services put me on hold for 30 minutes and still couldn’t help me.The_kind03Version: 5.96.2

ShamblesThe app and check in service is an absolute shambles. It took ages to check in and the information was totally false and incorrect. BA is fast becoming THE worst expensive airline in the world..Matty 111Version: 5.94

Works part timeWorks only sometimes. Boarding pass not available offline. Stressful and not good!.BChikerVersion: 5.93.1

App no longer works with iOS 16.1The app stopped working and I can’t even login to ba.com using safari or chrome.DsmishriVersion: 5.93.1

Okni28Your app is horrible and it keeps asking for the same questions over and over and over and over again.Okni28Version: 5.91

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