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.
How to reach a person at British Airways
U.S. reservations and customer service: (800) 247-9297
Alternate U.S. number: (312) 843-5794
British Airways Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List. Rate British Airways
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.
British Airways’ customer service response times
British Airways’ customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:
| Live chat | Response time: 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 | Response time: 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 bacustomerrelations@ba.com | 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 | Response time: 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. |
How to resolve a problem with British Airways
Check out our guide to booking and troubleshooting an airline ticket. Our executive contacts are responsive, as long as you are polite. After all, they’re British.
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.British Airways mailing address
British Airways Plc
Waterside
PO Box 365
Harmondsworth, UB7 0GB UK
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).
British Airways social media channels
British Airways executive customer service contacts
Primary Contact
Victoria Schuster
Senior Vice President Customer Experience
British Airways Plc, Waterside
PO Box 365
Harmondsworth, UB7 0GB UK
victoria.schuster@ba.com
Secondary Contact
René de Groot
Chief Operating Officer
British Airways Plc, Waterside
PO Box 365
Harmondsworth, UB7 0GB UK
rene.de.groot@ba.com
Chief Executive
Sean Doyle
Chairman and Chief Executive
British Airways Plc, Waterside
PO Box 365
Harmondsworth, UB7 0GB UK
seanl.doyle@ba.com
How do I contact British Airways?
Contact British Airways at any of the following numbers:
Who is the CEO of British Airways?
Sean Doyle is the CEO of British Airways.
How do I email the CEO of British Airways?
Contact Sean Doyle, the CEO of British Airways, at s.doyle@ba.com.
How to get professional help with your British Airways problem
If you need help with British Airways, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
