What a joke!!! My family and I have been traveling with BA for a long time now but their service lately is disgraceful!

First they cancelled our flight (2 months before) and did not inform us. I just randomly checked their website for flight details 3 weeks before take off and saw that they had cancelled both inbound and outbound flights. I called them to find out, and then they said they had sent me a cancellation email 2 months prior which I never received. I asked the agent to confirm which email address it was sent to and it was indeed mine but the email never landed. They offered to put us on a different flight but not a direct flight which was what we paid for.

We reluctantly accepted after 3 attempts of tying to find direct flights. When I called them back to confirm our travel date, I was then told that our travel information could not be found in the system. I was passed from pillar to post. I was on the phone 7x in one day to different agents and I was still being told that they don’t have my information. I wondered how they were able to access my information 2 weeks prior and all of a sudden the information had disappeared. They claimed it was apparently due to GDPR/data protection.

The call center agents were very unhelpful apart from 1. Their process with travel agent is wack! I am just so disappointed in their service. Up until now no one has been able to resolve my issue. What a shame British Airways !!!

BA cancelled the outgoing flight 2 weeks ago but the return still existed - clearly they expected me to walk on water to get there however now they have cancelled and moved the return flight. I only spoke to customer services there yesterday as was organising an alternate airline so I could still get there. No mention. BY this morning the return flight moved by 2 days - no regard to what is already booked or what now has to be amended or cancelled because of them. Why send emails asking for bookings, why spend money advertising you want people to fly and you are there for them when you cancel just about every flight or move it at the last possible time throwing plans into disarray - I would not fly with them if there was an alternative

BA could make the check in journey for PT customers a lot better.

You have to submit your COVID documents online prior to check in, which includes the PT passenger locator form. BUT you can’t submit your passenger locator form without a seat number, but you can’t get a seat number without checking in. It’s a vicious cycle that could so easily be avoided if they just let everyone choose their seats prior to check in so at least you can submit the locator form. Also during COVID people don’t want to be randomly allocated a seat, you want to try and sit with your family where possible.

Voucher immediately issued as soon as requested once GOV changed list of safe countries to travel to.
It should be an example to be followed by all others airlines

BA is a complete joke, I am owed a voucher for a residual amount for a flight that got cancelled 3 times and rebooked. It has been almost a year and BA still did not give me back the money or the voucher. I called so many times to ask for this and they still didn't manage to fix it. The last time I called they said I made payments and used the voucher, payments that I never made and offered me false information that contradicts their own information provided beforehand. I've been moved from department to department with no actual resolution. I emailed the customer service department on the 14th of May and it is now the 1st of June and they still didn't get back to me. As an Executive Club member flying BA in Club regularly I am utterly disappointed and frustrated with the lack of clarity or willingness to solve this problem from BA. Don't bother flying BA because this is the experience you receive from them. They reward you with stealing your money.