I have had so many flights with problems this year I don’t know where to start. From cancelled flights to seat changes to entertainment systems not working to business class seats not reclining so having to change seats mid flight to unclean planes especially on short haul. Staff under too much pressure and feeling the ire of the disappointed passengers. To make things worse I’ve complained numerous times and not even had a response back from BA and I hold status as have been a loyal customer for many years. I have lots of friends who generally fly with BA (colleagues and friends) and everyone seems to be very unhappy with the service extended recently. If I had to try and say for how long this has been the case I would say you’ve gotten very much worse over the past year. I tried to book a business class seat to Boston last week for travel next week and for the return fare you were changing almost £10,000 which is an astronomical fee for a relatively short flight and I’ve had to change to Premium Economy out with business back just to make the cost more sensible. The reason for highlighting this is that you are expecting premium fares but are not giving premium services to your customers. I doubt I’ll get a response to this but have again taken the time to write. Simon Cartwright

The best of the best, speaking for myself here! In my 5 years of flying with BA I have never had a problem with them, more so they were helping me with my problems ex: stranded with my luggage when had to change airport, I went to BA and they without any questions helped me with the process of checking in my bag to connecting flight. I know easy thing to do but I DID NOT know that I have to take my bags out and I was freaking out because my connection flight was just 40 min because first flight was super delayed and the queue sooo long. I explained to them and the lady kindly took my bag first, and she also apologised to the people behind me briefly explaining the situation. I have thanked them as well the people behind me and I will forever be grateful to BA staff for helping me get to my holiday destination 🙏🏼Another time I made a tweet that I was feeling sick while at the airport and that I hope I can survive the flight and tagged BA since I was flying with them. In few minutes a staff member came up to me and asked me to come and sit with them at the boarding gate and they even offered me water and took my small bag into hold so I don’t have to carry it. Kindness cost nothing and can massively change someone’s day. Thank you BA

Complicated, convoluted, unclear - particularly when it comes to cancelling the second part of a booking if you decide to change the first and not tell them. No warnings, no notification of a cancellation - even now it does not tell me my flight was cancelled and I still had to pay £260 for two tickets on a flight I ALREADY HAD A SEAT ON AND HAD PAID FOR. I have to go to a funeral tomorrow morning and had to cancel BOTH LEGS of that flight despite the fact I wanted to keep one leg and the price for the individual legs were the same. I’m out of pocket by about another £100. They don’t answer phones, I tried for several hours, they give no discretion in sensitive situations and the executive family links do not work, despite asking three times for email links. I was just now given a single boarding pass instead of two and had to find the other one in a maze of nonsense. When you click a link to your booking from the app it opens the webpage to a broken link because you have to sign in there separately - but don’t tell you that… it’s all a guessing game with BA. the budget airlines are at least clear with charges, concise, and their apps and websites work. It’s like BA can do what they like because of the name. Well I’m out.i never thought I’d say it but I’ll never fly with them again. A disaster and a disgrace.

Quite why the app always takes me out of the app to a website where I can’t get boarding pass and then have to go back into the app is beyond me. I use a pretty new iPhone. Also despite being a gold member the service is just too inconsistent. On most flights the service feels random. Sometimes you are offered a hot towel - often not. Sometimes offered a drink before the meal - more often than not these days not/ made to wait until meal served. If offered before then never offered wine with meal - have to ask for it. Priority baggage not only never works at either end -but last time I flew first class it took over 2.5 hrs. Having been sent to three different places by BA staff to try and find it. In the arrivals first lounge at Heathrow T5 a manager said would raise a complaint but never did. So I’m not a particularly happy customer. Getting on the plane is no better. Priority boarding is a joke now given the staff now have to spend all there time getting people to put bags in the hold and pre boarding seems to involve around 20% of passengers ( quite why 5-6 year olds kids are classed as priority is beyond me ). So not sure why I bother to pay for business or first class really.