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.

Telephone
Reservations and customer service : (800) 247-9297
Alternate U.S. number : (312) 843-5794
Mailing address
British Airways Plc, Waterside, PO Box 365
Harmondsworth, UB7 0GB UK
Website
britishairways.com

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.

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?

Live chat
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.
Phone support
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.
Email support
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.
Social media
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.
Verified contacts

British Airways customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary
Victoria Schuster
Senior Vice President Customer Experience
Secondary
René de Groot
Chief Operating Officer
Chief Executive
Calum Laming
Chief Customer Officer
Chief Executive
Sean Doyle
Chief Executive Officer

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

Contact British Airways at any of the following numbers:
Main: (800) 247-9297
Customer Service: (312) 843-5794
Sean Doyle is the CEO of British Airways.
Contact Sean Doyle, the CEO of British Airways, at s.doyle@ba.com.

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