British Airways complaint letter: delays, refunds and baggage

Use this letter to set out a clear, concise complaint to British Airways. It helps you explain what went wrong, what you want them to do to put it right, and how you will escalate if it is not resolved.

What this letter should achieve

• Summarise the facts of your flight issue with your booking reference, flight numbers and dates.
• Request a fair remedy — such as a refund, reimbursement of reasonable costs, compensation, or a written explanation — where applicable and in line with British Airways’ policies and applicable regulations.
• Ask British Airways to respond in writing and confirm next steps.
• Create a clear record you can rely on if you need to escalate via their complaints or ADR route.

Common issues people complain about

• Flight delay — lengthy delays, missed connections, or inadequate assistance.
• Cancellation — short-notice cancellations, unsuitable rebooking, or unclear options.
• Baggage issues — delayed, lost, or damaged baggage and related expenses.
• Refund / compensation — refunds for unused services, reimbursement of out-of-pocket costs, or compensation assessments where applicable.

What to include

• Your details: full name, address, contact information, and passenger names as on the booking.
• Flight details: booking reference, flight numbers, travel dates, origin/destination airports, and scheduled/actual times if known.
• What happened: a concise timeline of events and any communications you received from British Airways.
• Impact and costs: what went wrong, how it affected your journey, and any reasonable expenses you are seeking to reclaim (attach proof).
• What you want British Airways to do now: refund, reimbursement, compensation assessment, return of baggage, or a clear explanation.
• Evidence: Booking reference, flight numbers, dates, receipts, screenshots of disruption notifications.
• Preferred contact method and a request for a written reply.

Escalation and timeframes

• Allow 14 days for an initial response; escalate per their complaints/ADR route if unresolved.
• If you do not receive a satisfactory outcome, follow British Airways’ complaints process and then consider an approved ADR scheme where applicable. The CAA (UK Civil Aviation Authority) provides oversight and lists ADR bodies, including Aviation ADR where applicable.
• Keep a full record of all correspondence, attachments, and dates. If you receive a final response or there is no meaningful progress after the stated timeframe, you can consider ADR or other appropriate routes.

Practical tips

• Be factual, specific, and polite; avoid emotive language.
• Stick to dates, flight numbers, and documents; attach clear evidence.
• State the remedy you are seeking and why it is reasonable.
• Itemise expenses with amounts, currency, dates, and proof of payment.
• Mention if you accepted rebooking, vouchers, or assistance, and whether it met your needs.
• Do not send originals; use copies and redact sensitive data where appropriate.
• Check any British Airways notifications or travel alerts and reference them if relevant.
• Ask for a written response for your records.