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Frequently asked questions

When will I get a response from British Airways’ customer services team?

Last updated: 30 April, 2024

If your case reference number starts with a 0, you can track your case here.

If your case reference number starts with a 1 or 2, you can use our chatbot to track your case. At the bottom of the Help Centre click 'Start Chat' and type in 'Check my case status'.

If your case starts with an 8, you won’t be able to track your case just yet. We’re working on adding this functionality soon.

You can also update or add extra details to your existing case if you'd like to. If you've got an open baggage claim, you can add extra information here.

If you haven't heard from us for a while, please bear with us. We can't escalate cases, but we'll get back to you as soon as we possibly can. In the meantime, please don't create a new case as it could mean a longer wait before we're able to give you an update.

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