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“Cancelled flight”
Review of British Airways


Reviewed 31 May 2018

Our flight was delayed and then cancelled but the way the BA ground crew handled the situation at JFK was appalling. Passengers understand the need to delay and cancel flights when there are exceptional situations but we were treated quite badly.
The information given was poor and the tannoy did not work in the gate area so the staff were having to go round everyone explaining what was happening.
We were told the flight was delayed and people would be offered the next available flight but then the BA flight attendants and Captain stated they were hoping the flight would be okay to go ahead. It was a free for all with the flight information changing within minutes and depending whom you spoke with. We were told the flight was delayed, then cancelled, then back on but flying in to Manchester and finally definitely cancelled!
Throughout this mess, we were not offered a drink.
The ground crew staff were quite aggressive in their management of the situation and did not appear to have a plan for dealing with a cancelled flight which I find odd given this cannot have been the first incident of this kind. When speaking with a member of BA staff in their baggage claim area she said this was a norm for the way they mismanaged flight delays/cancellations.
Trying to discover the location of our luggage was difficult, when we asked at baggage claim 2 BA staff listened to us but neither tried to help until a supervisor offered her assistance.
We were accommodated in an airport hotel which included dinner and breakfast vouchers but dinner had already finished and breakfast started after we had departed for our rescheduled flight!
I've experienced cancelled flights before with other airlines who have handled the situation far better than BA, they need to sort out their customer service skills quickly.

Date of travel: May 2018
Thank Craig M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 31 May 2018

If you are going to Europe from Austin, Tx. go nonstop to London. Connect to wherever else you need to go. We arrived in the morning made our connection to Amsterdam with plenty of time to unwind. Great flight. It also helps to fly business class.

Date of travel: May 2018
    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
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    • In-flight entertainment (WiFi, TV, films)
    • Value for money
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Thank deannajaime
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 31 May 2018

We were excited to fly the queen of the skies (Boeing 747) before it got retired sometime soon. It was pretty cool to fly on the upper deck of the aircraft, but outside of that, the experience was pretty average. Nothing fancy with regards to entertainment or food.

Date of travel: January 2018
    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
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Thank TravelEatSleepz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 30 May 2018

No need to repeat our adverse comments in two previous reviews of BA Business class - it remains thee worst set-up we've experienced - but now add poor service: Flight attendants didn't seem to care, orders for food/drink given, but not received until I had get up and go to the service area (attendant call buttons either didn't work or we're ignored), then the totally inexcusable transfer process at Heathrow for physically challenged, complaints only bring a passing of the buck - BA blames BAA (Airports authority), BAA blames contractor, which is understaffed and has little supervision present; and finally being placed in economy seating on the 2nd leg despite paying for Business - no BA person available to explain or complain to - this is our most convenient routing on an annual trip,but KLM is becoming a potential competitor - check it out.

Date of travel: May 2018
    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank thecommissioner41
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 30 May 2018

We booked our travel on the British Airways website but never received the standard email confirming our flights. I contacted their customer service department and was assured that the confirmation email would arrive shortly. The email never arrived and I had to call back to get the confirmation ID so I could see the booking online and in the mobile app. Then, our flight from Seattle was significantly delayed and American Airlines, who was operating the flights departing the US, changed our flights as we would have otherwise missed our connection in Dallas. Our new seating was not premium economy, which we paid for, but the staff noted that a refund would be issued for the difference in seating class. After returning home, I contacted American Airlines, who noted that British Airways would handle the refund, as the flights were booked on the British Airways website. After submitting a refund request to BA, I was informed that they had no "evidence that you paid for seating on your flight." When I sent them a credit card statement, along with the ticket ID and our flight itinerary, they again maintained that there was "no prepaid seating payment received for the flight" in question. I was under the impression that paying for a premium economy seat at the time of booking qualified as a payment for seating!! In summary, their record keeping seems very disorganized and based on this I do not feel comfortable spending that amount of money with them again.

Date of travel: May 2018
    • Seat comfort
    • Customer service (e.g. attitude, care, helpfulness)
    • Cleanliness
    • Food and Beverage
    • Legroom
    • In-flight entertainment (WiFi, TV, films)
    • Value for money
    • Check-in and Boarding (e.g. efficiency, service at gate)
Thank aclong111
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC