British Airways Ticket Refunds
PO Box 300745
Jamaica, NY 11430-0745
Fax: 212 251 6753
British Airways Customer Relations & Baggage Claims
PO Box 300686
Jamaica, NY 11430-0686
Fax: 212 251 6711
How to get through to an operator: press 0 at each prompt, ignoring messages.
British Airways is the first foreign carrier to get its file, and for good reason. I’ve received an unusually large number of queries about lost luggage, delays in processing lost-luggage claims, and fees relating to overweight luggage. Most of the complaints involve frustrations with its automated system that processes consumer inquiries in North America. British Airways only accepts faxes through it — no calls — and is slow to respond, according to many passengers. Often, grievances appear to be ignored altogether.
Important: Please do not copy everyone on this list when you send a grievance. Start with the Web form and then go up the chain only when the airline doesn’t respond.
If you have a customer complaint, please read this before contacting the company.
Customer service resources
(Note: I have received one report that the email addresses are bouncing. It is possible that these executives are being overwhelmed by mail, and that their “in” boxes are full. On the other hand, it’s possible that they’ve changed their email addresses in order to avoid contact with customers. Anyone with insights into this, please contact me.)
Acting customer service director
+44 20 8738 5117
Chief executive (*)
Chief executive officer
+44 20 8738 5117
What others have to say about British Airways
This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.
* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.