Complaints and claims

We are sorry you had a disappointing experience with us. Please tell us about it so we can help.

Have you travelled yet?

The information on this page is for customers who have already started or completed their journey or have had their journey disrupted. If you are still thinking about booking with us or you haven’t started your journey yet, please contact us here.

Make a new complaint or claim

Start your new complaint or claim - including claims for baggage, expenses and compensation for disrupted flights, and any complaints about your experience with British Airways

Update us or check on an existing complaint or claim

You will need your case reference number to contact us about an existing complaint or claim.

Other issues

Please check the following pages for advice on issues not covered here:

Unhappy with how we handled your case?

If you are unhappy with our response to your complaint, you can refer your complaint to the Centre for Effective Dispute Resolution (CEDR),who are approved by the Civil Aviation Authority to provide an independent resolution service for complaints about airlines. You will need to refer your complaint to them within 12 months. CEDR will be able to advise you if your complaint falls within the scope of what they can deal with.

Alternatively, you may use the European Commission’s online dispute resolution platform to submit your complaint.

European Commission Online Dispute Resolution service

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Complaints and claims

Have you travelled yet?

Make a new complaint or claim

Update us or check on an existing complaint or claim

Other issues