On arrival I was barked by a little upstart for being on the wrong que. I had done nothing to upset anybody and it went downhill from there. Staff all rude and unhelpful and swanning around like Peacocks showing off their uniforms. First and last time I will ever travel British ways - I have never experienced customer service like it. It was so bad I expected a Jeremy Beadle type character to suddenly emerge to tell me it I was a joke and I was on candid camera. i have never complained about anything in my life but this experience was so awful I just had to say something

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