I am so disappointed with BA. Their customer service department do their best, but they have no authority anymore. Their customer Relations dept., is an absolute joke!! There is no relationship between them and the customer. You cannot phone them, you cannot email them, and it appears they can owe you thousands for a cancelled flight and 3 months later, when you’re struggling near Christmas, they won’t process your claim. I have been lied to, let down, and stranded with no help. What happened to The British Airways of old? They literally don’t give a c*^p about the people that pay their bills, not one hoot.

If you can, use any other airline. Even when your flight isn’t cancelled, there aren’t enough staff or meals and they ‘forget’ to empty the sewage tanks on the ground, so for an 8 hour flight there was only one toilet for the whole upper deck.

Disgusting. Shareholders matter more to this corporation, not the customers that actually make the company.

Based on my experience on BA 185 on 12/09/24, BA is the worst airline in Europe. In my opinion, the plane was dirty, decrepit and should not have been flying. The flight attendants ignored the passengers and allowed old food and garbage to pile up in the cabin trays and aisles. Worst of all, BA left half of the passengers with NO luggage at the EWR destination. The BA luggage attendants left the passengers waiting at the carousel and sauntered over after 15 minutes with insulting and condescending remarks. They assured us that BA would call us the next day with information about our baggage delivery. No one has called me since we landed on 12/9/24 but I have made 12 calls to BA in which I have been given misinformation and told outright lies. This morning I was told my luggage would be delivered to my home at 2PM. Tonight, after no luggage arrived by 9:10pm, I called BA and was told the BA computer system could not even determine whether my luggage had even left Heathrow. When I asked what was going on and why BA was lying, the customer service rep apologized but acknowledged that BA has no idea where my luggage is right now. The BA luggage portal does not work or update. My frustration with BA is at an all time high. I urge anyone considering BA as a carrier to forget the idea immediately. BA is the most incompetent airline I have ever encountered.

Flight itself was nice. For whatever reason our baggage was not loaded onto the aircraft. About 40 people were waiting at the luggage carousel for their luggage upon arriving in Aberdeen. After waiting there like idiots for 20 minutes, BA sent us an email informing us that our bags had not been loaded onto the flight due to ‘operational challenges’.

Now, I can understand that the odd bag goes missing every now and then, but for more or less everyone on the flights bag to simply not be loaded is ridiculous. What makes matters worse is that the Captain and all crew would have known about this, and instead of doing the decent thing and making an announcement explaining what had happened, they remained silent (they did mention something about paperwork in the pre flight briefing - I bet it was a form stating that no baggage would be travelling on this service.) They let us believe that upon arrival we could expect our baggage. Alas, there was none! For me the frustrating thing is not so much about losing the bag, more about the attitude and lack of communication for both the company and crew on this day. Disappointed is not the word. And to make matters worse, I’m still waiting for my baggage 34 hours later. A disgrace.

No in - flight entertainment.
No choice of meal
One drink before dinner
No wine with meal and no tea or coffee offered afterwards
No other water or juice offered over the course of the flight till breakfast.
Couple this with a generally poor attitude from the cabin crew and BA set a low standard for their service that they strive not to reach.
If you can, choose another carrier.

So many problems checking in, so much confusion! Impossible to contact them by phone or even to do and online chat. And Heathrow is a mess - never again!