British Airways
UK flag carrier airline. Products & services: Passenger air travel.
Updated: 3 August 2026
Company Overview
- Industry
- Aviation - scheduled passenger airline
- Parent company
- International Consolidated Airlines Group, S.A. (IAG)
- Regulator
- Civil Aviation Authority (CAA)
- Ombudsman
- CEDR Aviation Adjudication Scheme (CAA-certified ADR; not an ombudsman)
- Founded
- Incorporated 13 December 1983
- Legal entity
- British Airways Plc (Companies House no. 01777777)
What customers complain about
Passengers most often complain to British Airways about flight delays and cancellations, denied boarding, and baggage that is delayed, damaged or lost - the areas covered by UK261 (retained EU261) and the Montreal Convention. Other recurring themes reported in the press include refund and compensation handling after IT disruptions, and difficulty getting timely responses from Customer Relations. BA aims to acknowledge complaints within 7 days and issue a full response within 28 days. If you are unhappy with the outcome, or eight weeks pass without resolution, you can escalate to CEDR's CAA-certified Aviation Adjudication Scheme (apply within 12 months). The CAA regulates the sector but does not resolve individual disputes. Under CAA data for 2024-25, BA recorded a moderate complaint rate but comparatively high pay-out rates and average awards.
Complaint categories
- 1Delays and cancellations
Compensation and assistance claims when flights are delayed at length, cancelled or you are denied boarding - the most common reason passengers escalate against BA.
Covered by UK261 (retained EU261); BA operates dedicated 'Delays & Cancellations' complaint forms. IT outages in 2024-2026 triggered mass cancellations and refund/compensation claims. - 2Baggage - delayed, damaged or lost
Claims for baggage that is delayed, damaged or lost, and reimbursement of related expenses.
Governed by the Montreal Convention; BA provides a separate 'Baggage handling issues' complaint route. - 3Refunds and compensation handling
Difficulty obtaining, or delays in receiving, refunds and UK261 compensation, particularly after disruption.
Reported theme following BA IT outages; under CAA 2024-25 data BA paid £6.2m in compensation with 83% of claims upheld. - 4Customer Relations response times
Passengers reporting slow or absent responses within BA's stated timeframes.
Reported, not verified: a recurring theme on consumer forums; BA's own target is a full response within 28 days.
Contact methods
- BA Customer Relations (post)British Airways Customer Relations (S506), PO Box 1126, Uxbridge, UB8 9XS, United Kingdom. Complaints are primarily made through BA's online complaint/claim forms.
- BA UK customer service (general)0344 493 0787
- CEDR - Aviation Adjudication Scheme (ADR)CAA-certified independent dispute resolution for BA. Use after BA's final response or once 8 weeks pass without resolution; apply within 12 months.
Complaint journey
- 1
Complain to BA Customer Relations
Submit your complaint using BA's online form for your issue type.
Typical responseAcknowledged within 7 daysWhat happens
Start with British Airways directly. Use the correct online complaint or claim form (for example Delays & Cancellations, or Baggage handling issues) at britishairways.com, or write to Customer Relations at PO Box 1126, Uxbridge, UB8 9XS. Quote your booking reference and flight details, describe the issue clearly, and attach supporting evidence. BA aims to acknowledge complaints within 7 days of receipt.
- 2
Await BA's full response
BA reviews your case and issues a written decision.
Typical responseFull response within 28 daysWhat happens
British Airways aims to provide a full response within 28 days. Keep every reply and note the date of BA's final response - you will need it to escalate. If BA rejects your claim, its letter should explain why and confirm your right to take the matter to CEDR.
- 3
Escalate to CEDR (Aviation Adjudication Scheme)
Refer the dispute to the CAA-certified independent adjudicator.
Typical responseApply within 12 months; decision ~90 daysWhat happens
If you are unhappy with BA's final response, or eight weeks pass without a resolution, you can refer the dispute to CEDR's Aviation Adjudication Scheme, which is certified by the Civil Aviation Authority. You must apply within 12 months, and a decision typically takes around 90 days from a complete case file. CEDR's decision is binding on BA if you accept it.
- 4
Know the CAA's role and court alternative
The regulator polices rules; small claims court is a separate option.
Typical responseVariesWhat happens
The Civil Aviation Authority regulates airlines and can act on breaches of passenger-rights rules, but it does not adjudicate individual money claims - that is CEDR's role. Instead of, or after, ADR you may also pursue a claim through the small claims court. This is general information, not legal advice.
Response times
British Airways states it aims to acknowledge complaints within 7 days of receipt and to provide a full response within 28 days. There is no fixed statutory 8-week deadline for airlines as there is in finance or energy, but under CAA guidance the right to escalate to CEDR arises once eight weeks pass without resolution. At CEDR, you must apply within 12 months of BA's final response (or of the 8-week point if BA never responds), and an adjudication decision typically takes around 90 days from a complete case file.
If your complaint isn’t resolved
If British Airways can’t put things right, you can escalate — free of charge — to an independent body:
- Rail OmbudsmanRail
- AviationADRFlights
Recent news
- 18 November 2024
A British Airways IT failure caused delays and disruption across its network, with pilots temporarily unable to file flight plans electronically.
Read more - 10 May 2026
A major IT outage affecting ground-handling systems (check-in, boarding, seat allocation, some baggage) hit BA and other carriers at UK airports, forcing cancellations.
Read more - 28 February 2025
IAG, BA's parent, reported record annual results; BA delivered a strong operating profit, underlining its scale within the group.
Read more
Earlier cases
- 16 October 2020
Historic: the Information Commissioner's Office (ICO) fined British Airways £20 million for a 2018 data breach that compromised the personal data of hundreds of thousands of customers - then the largest ICO fine of its kind.
Read more
Know your rights
- UK261 (retained Regulation (EC) 261/2004)
Sets passenger rights to compensation, care and re-routing for long delays, cancellations and denied boarding on qualifying BA flights. Compensation may not be due where disruption is caused by 'extraordinary circumstances'. This is general information, not legal advice.
- Montreal Convention 1999
Governs BA's liability for delayed, damaged or lost baggage and for certain delay-related losses on international flights, subject to liability limits and time limits for claiming.
- Consumer Rights Act 2015
Applies to services and goods bought from BA (for example where a service is not carried out with reasonable care and skill), complementing the aviation-specific rules above.
Frequently asked questions
Who handles complaints about British Airways?
British Airways' own Customer Relations team handles complaints first, via issue-specific online forms or by post to PO Box 1126, Uxbridge, UB8 9XS. BA aims to acknowledge within 7 days and respond fully within 28 days.
Is there an ombudsman for British Airways?
No. BA is an airline, so the independent route is CEDR's Aviation Adjudication Scheme, certified by the Civil Aviation Authority - an ADR scheme rather than an ombudsman.
When can I escalate my BA complaint to CEDR?
After you receive BA's final response, or once eight weeks pass without resolution. You must apply to CEDR within 12 months, and a decision typically takes around 90 days from a complete case file.
Can the Civil Aviation Authority resolve my BA claim?
The CAA regulates airlines and can act on rule breaches, but it does not adjudicate individual compensation claims - CEDR does that for BA. The small claims court is a further alternative.
What rights do I have if my BA flight is delayed or cancelled?
UK261 can entitle you to compensation, care (meals and accommodation) and re-routing on qualifying flights, though compensation may not apply in 'extraordinary circumstances'. For baggage, the Montreal Convention applies.
What people are saying
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