British Airways

http://www.ba.com

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

(800) 545-7644

How to get through to an operator: press 0 at each prompt, ignoring messages.

Overview

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

General Conditions of Carriage (US)
Customer relations
Email form

Follow Them

British Airways Worldwide
British Airways North America

Primary e-mail

webform@contact.britishairways.com

Primary contact

(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.)

Silla Maizey
Acting customer service director
+44 20 8738 5117
silla.maizey@ba.com

Chief executive (*)

Keith Williams
Chief executive officer
+44 20 8738 5117
keith.x.williams@ba.com

What others have to say about British Airways

Consumeraffairs.com
Epinions.com
My3Cents.com

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.

Filed Under: Airline
  • http://2cooks@ATT.net Larry Cook

    I e-mailed Willie and Silla twice, with no response. I have not been able to get through to anyone at the listed 800 number you provided.
    Sincerely, Larry Cook

  • Sachab1

    Hello, the numbers that you have above are no longer manned – there’s a record message. According to her Linkedin profile Silla Maizey continues to be the head of procurement and ‘director of customer’.

  • http://na Kali Kumar Bhagat

    Dear All BA Team,
    I am kali kumar bhagat one of the passsenger of BA, i want to share my journey with all BA team, I was travelling from Miami ( on 20th feb.2011) via london to delhi,my final destination was kolkata (DUM DUM), at delhi airport i did n’t pick my luggadge because i was told by miami airport staff that i will get my luggage at my final desination ,my final destination ticket was with Kinfisher airlines at delhi i asked kingfisher staff that has he got my luggage frrom BA , then i came to know that the luggage had to picked up by me from ba . after that i ran to british airways counter & i could n’t find any one there to help me out, i had to wait till 12 am (waited for 18hrs.)Then i found a lady call Ms. Pratima Jaiswal from kolkata who was vey suppotive and she helpd me to get clearence from the custom about my luggage & finally i got my luggage.
    It was my second journey with BA and i personally want to Thank U very much to MS. Jaiswal who helped me out from that trrouble.

    Best Regards
    A passenger (Kali Kumar Bhagat)
    Gracius

  • http://www.makeitmindful.com/ Mindful Marketing Strategies

    anyone have any luck getting a response from BA?

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