Verified: 11 March 2026 02:45 am UK Time
Industry: Aviation & Travel
Jurisdiction: United Kingdom
Primary Regulators: Civil Aviation Authority (CAA) & CEDR
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. British Airways staff will never ask for your account PIN, your Executive Club password, or ask you to move money to a “safe account” over the phone to process a refund.
Level 1: Customer Support (Initial Complaint)
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How to complain: You can raise a complaint directly through your Executive Club online account, via the online Complaints and Claims web form, through live chat, or by calling their official customer service routing numbers.
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General Enquiries & Support: 0344 493 0787 (Select Option 1, then Option 2)
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Source Verification Note: British Airways Complaints Procedure
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Availability: Telephone support is available daily from 8:00 AM to 8:00 PM (UK Time). Live chat agents are available Monday to Saturday from 6:00 AM to 10:00 PM, and Sunday from 8:00 AM to 10:00 PM.
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Timeline: British Airways aims to resolve complaints within 28 days. (Note: Under UK261 regulations, if your flight is delayed by more than 3 hours or cancelled due to reasons within the airline’s control, they must issue statutory compensation of up to £520 depending on flight distance, alongside any out-of-pocket expenses).
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If standard customer service cannot resolve the issue, you must formally escalate it to their Customer Relations team. Send a written letter detailing your booking reference (PNR), a timeline of the issue, and your desired resolution. You must explicitly request a “Deadlock Letter” if they refuse your proposed resolution. Sending this via Royal Mail Signed For is highly recommended to prove receipt.
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Complaints Address: British Airways Plc, Customer Relations, PO Box 1126, Uxbridge, UB8 9XS
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Timeline: Under CAA regulations, British Airways has a maximum of 8 weeks to issue a final resolution or a Deadlock Letter.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: CEDR (Centre for Effective Dispute Resolution) (Note: British Airways does not use AviationADR).
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Portal/Contact: CEDR is the CAA-approved, independent dispute resolution service for British Airways complaints. You can submit a complaint online or by phone:
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Website: cedr.com/consumer/aviation/
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Phone: 020 7520 3800
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Timeline (CRITICAL): You can only refer your complaint to CEDR after you receive a Deadlock Letter from British Airways, OR if 8 weeks have passed since your initial formal complaint without a resolution. You must escalate the complaint to CEDR within 12 months of receiving your Deadlock Letter.
Level 4: Legal Action (Final Step)
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Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA) to British Airways’ corporate legal headquarters. This letter must outline your claim, the exact legal or contractual breach, the evidence, and the financial remedy you seek, giving them a final 14 to 30 days to settle.
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Legal Address: British Airways Plc, Waterside, PO Box 365, Harmondsworth, UB7 0GB
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Court: If the LBA fails and CEDR cannot resolve it, you can file a lawsuit. For financial claims up to £10,000 in England and Wales, you can use the Money Claim Online (MCOL) portal to enter the Small Claims Track. For complex claims, you will likely need to instruct a solicitor and proceed to the County Court.
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Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is British Airways still ignoring your lost baggage claim or flight delay compensation dispute? Reply below (do not share your passwords, full booking references, or PINs), and our community will point you to the right CEDR complaint templates!