British Airways Reservations - London

Jerry T.

Deeply disappointing experience with airport staff at London City Airport.

On 30 July 2025, my mother—an elderly Malaysian citizen—was denied boarding on her British Airways flight to Frankfurt, despite having valid emergency travel documentation issued by the Malaysian consulate (due to a stolen passport) and a confirmed onward ticket home via Singapore Airlines.

In our experience, staff refused to acknowledge the legitimacy of her emergency travel certificate, insisted that Frankfurt was her “final destination,” and declined to contact the onward airline to verify the itinerary. Instead, they offered a £6,000 business class ticket as the only solution, which felt completely inappropriate and exploitative given her vulnerable situation.

No reasonable support was provided, and the staff showed little empathy or effort to help resolve the issue.

This was an extremely distressing situation for my mother, and I am sharing this so other travellers relying on consular documentation or connecting itineraries are aware.

chioma O.

I used British airways for my trip to Nigeria in April and back to London in may. In the flight to Nigeria from London, the in flight service manager was horrible. Clearly a racist. Talk to people in such a degrading manner and wouldn’t respond to people nicely. He was so rude I felt horrible throughout the trip. I even had a panic attack because of him. And none of the cabin crew cared.
Same experience coming back but not with me but one of the attendants was so horrible to an elderly woman who was only worried about her walking stick. She could have calmly explained to the lady, but was shouting on the elderly lady who is old enough to be her grandmother. What a horrible experience. This will will be my last

Ravi N.

The booking counter staff were given a red carpet welcome and they were upgraded to our tickets. Enjoyed the journey from Chennai to London.

Petr

Absolutely the worst airline, which lost my luggage six months ago and even after exchanging dozens of emails where I documented the first and last to almost everyone at BA who can type their name and a few words in English, they stopped responding completely. I STRONGLY DO NOT RECOMMEND!!!

Jenafor

I can not believe the terrible service I received while trying to book a flight for my daughter. Because of her age, I had call in to book. They had issues processing my payment and calling me back on my phone. I made sure my credit cards were all fine and my phone was in complete working service. They continued to gaslight me and said the reasons things were not working was my fault when clearly it was there service that was inadequate. This whole process took over a month. I finally had to give up and book with another airline as BA could not come up with any kind of solution. I am very deeply disappointed in my experience with this airline.

DJ I.

Absolutely dreadful experience flying with you. I never had a 3 hour delay with ANY other airline in the EU/UK region ever, even with the worst of all - Ryanair.

V L.

11th May 2025 (Sunday)

I am very disturbed and perturbed to be subjected to harassment by your check-in staff Mr Casper of counter E12 at Terminal 5.

Unduly & unnecessary magnitude of checks and disclosing of my personal information not privy to him. I was mentally pushed to the brink of panic of not able to make to the departure gate in time.

Chronology of event :

510pm Arrived at BA Assistance check in counter

515pm Caspar made Call Nr 1 to his “supervisor” on my Chinese surname / first name due to BA system issue

522pm Caspar requested my Singapore Immigration Arrival (ICA) E-Card info and insisted to check my ICA app on my phone. Made a Call Nr 2 to his “supervisor” to check on this issue.

526pm Caspar commented that he can’t see my passport no on my SG Arrival E-Card and commented something isn’t right. Made a Call Nr 3 to his “supervisor” to check on this issue (again)

533pm Caspar told me to show my Avios membership no to him and when I did showed him - he told me he can see it on his computer screen. I was flabbergasted where is this Spanish Inquisition is heading to ?

536pm Caspar made Call Nr 4 Line and apparently as his words - he can’t reach his supervisor and the line is bad !!

This is where I made decided to make an end to his unprofessional and unbecoming behaivour to the next check in counter. Explained to her why I had to come to her for assistance and I don’t wish to miss my flight.

542pm Ms Natasha process my check in and baggage tag after getting a supervisor on the floor.

545pm Ms Nastaha passed me my boarding pass.

-End-

Your counters would be equipped with CCTVs and voice recordings of E12 so please do check them out.

The B.

A solid 2 stars for the worlds crumbliest airline.

Upon boarding I noticed There was dirt and remnants of other passengers pretty much everywhere we looked. Even though it was the newer A380 The seats and aircraft already look tired with bits falling off and not functioning (very loose headphone socket to name one).

The vegetable moussaka was not too bad 🙂
Service is hit and miss with some staff great and some just moody. Is a please and thank you not taught in the BA cabin crew academy or do they focus on how to do as little as possible during a flight before retiring to the back to have a group moaning session?

Likely it is the poor conditions they have to work under in a dusty aircraft.

This blue light in the pic randomly activated through the night to disturb and distract you from sleeping, likely so you don’t forget how poor the sleeping experience is.

The flight information was not functioning, probably so that you have no idea how long the torture will continue nor in which area of the world you are currently being tortured in.

Best of British is a selection of really rubbish films that you are forced to watch because the other content is so dull. I tried to force myself to watch Maverick again but couldn’t. Luckily they only supply wooden cutlery so I was unable to gauge out my own eyes to prevent further dismal viewing.

Also, to keep harping on about best of British and then serve up a “full English breakfast” with chicken sausage is a joke. Either celebrate the British bit or leave it to die alongside all the gathering crumbs below the seats rather than this failed attempt to pander.

The chicken dishes are halal which I don’t appreciate being forced On me.