British Airways
British Airways is the flag carrier of the United Kingdom and a wholly owned subsidiary of International Airlines Group (IAG). It is headquartered in Harmondsworth, near London Heathrow Airport, which is its primary hub, and operates a secondary hub at London Gatwick. It is a founding member of the Oneworld alliance.
Harmondsworth, UB7 0GB UK
What you need to know about British Airways
Response times from British Airways customer service vary by channel and by issue. See the table below for what to expect.
- British Airways’ customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with British Airways with our insider guide or through our executive contacts.
- British Airways' customer service policies are standard. Here are our frequently asked questions about British Airways.
We get a lot of complaints about British Airways. They cover codeshare problems and involuntary downgrades. Also, the company lost this passenger's airline ticket. The airline has canceled the tickets of these passengers without notifying them. British Airways rebooked a customer on a new flight but downgraded her at the same time without offering a refund. When a complaint reaches a decision-maker at British Airways, it can be resolved quickly.
How to resolve a problem with British Airways
Try self-service first
Use our proven resolution methods, or British Airways’s self-service links below.
Contact an executive
Start with the primary contact below, then escalate step by step if needed.
Get free advocacy help
Contact Elliott Advocacy for free mediation of unresolved complaints.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.
How fast does British Airways respond?
British Airways live chat support is usually the quickest option for getting help. You can expect an initial response within a few minutes to 30 minutes during business hours. It is located on the bottom right-hand side of the website.Availability: Live chat is available 24/7.
You can expect an initial response within 1 minute to 30 minutes during business hours. Availability: Phone support hours vary by country and department, with most UK lines operating from 6 a.m. to 8 p.m. or from 8 a.m. to 8 p.m. local time depending on the service.
British Airways customer service typically responds to email enquiries within 24–72 hours, depending on the nature of the request and current contact volumes. Response times may be longer during peak travel periods.
Company is active on social media platforms like Instagram, Facebook, and Twitter. Responses can range from a few hours to a day depending on the platform and the inquiry’s complexity.
British Airways customer service executives
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British Airways self-service links
British Airways loyalty program
The British Airways loyalty programme, the Executive Club, uses Avios as its reward currency and Tier Points as its status currency. Members earn Avios on flights and eligible spending, while status is determined by Tier Points. Benefits vary by tier and cabin, with free seat selection and priority boarding generally available to higher tiers (Silver and Gold) or premium cabins, while Wi-Fi benefits are limited (with messaging access depending on tier, and full Wi-Fi typically paid or status-linked).
Frequently asked questions about British Airways
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