How to Contact British Airways Customer Service

If you want to connect by phone, make sure you've got the right number. They differ depending on where you're located.
Lee Huffman
By Lee Huffman 
Published
Edited by Giselle M. Cancio

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Travelers hop on flights hoping everything goes well while being transported to their desired destination. But what happens when your travel plans are disrupted, your bag is lost or you need to speak with the airline?

On British Airways, you'll contact customer service to discuss issues, get your questions answered or log a complaint. Here's how to contact British Airways customer service by phone, mail or online.

How do I reach British Airways customer service?

Like most airlines, passengers have numerous ways to reach customer service for British Airways. You can call customer service, send them a letter or fax, chat with them through social media or email them.

These are the ways to contact British Airways customer service

While these methods are for British Airways customer service in the USA, you'll use other numbers depending on your country or region. Visit this British Airways web page for telephone numbers and addresses. Then, select your country to get the local contact information.

How to call British Airways customer service

The British Airways customer service number in the U.S. is 800-AIRWAYS or 800-247-9297. Customer service agents are available from 7 a.m. to 1 a.m. Eastern Time. At this number, you can make a new reservation or check prices for flights, holidays, hotels, rental cars or upgrades.

To change an existing holiday, hotel or rental car booking, call 877-428-2228. Customer service at this number is available seven days a week from 7 a.m. to 3 p.m. Eastern Time.

Have the passenger's name and reservation number handy to expedite the call.

Can you chat with British Airways?

Yes, it is possible to chat with British Airways customer service through a chat window on its website.

To reach British Airways customer service chat, visit the airline's Help and Contacts page. In the bottom right corner of the screen, you'll find a blue tab that says "Start chat." After clicking the tab to start a chat, you'll need to provide your first and last name and email address to get started. Adding your mobile number and Executive Club number can streamline the process and help the agent address your situation more quickly.

Travelers can also chat with British Airways through its X, formerly known as Twitter, social media account. Its profile is available at @British_Airways. You can get the airline's attention by tagging them in a post. However, you should switch to a Direct Message (DM) before sharing personal information, like your reservation number, Executive Club number and other confidential details.

You may also use the British Airways customer service email option to contact the airline. This way, you can include all of your relevant information and attachments in a single message at your convenience.

Who do I contact about my British Airways Executive Club account?

When you have questions about your British Airways Executive Club account, you'll use a different phone number. This ensures your questions are routed directly to those well-versed in Avios, award reservations and related questions.

To reach British Airways customer service for its loyalty program, call 800-452-1201 within the U.S. You can also fax them at 1-212-251-6767.

If you have Bronze, Silver or Gold elite status with British Airways, log into your account. You'll receive a dedicated number that's exclusive to its elite members.

The Executive Club mailing address is the same as the customer service address:

British Airways Executive Club<br>11 West 42nd Street<br>24th Floor<br>New York, NY 10036

If you're in another county, visit the Contact Executive Club page and select the country you'll be calling from.

Does British Airways give refunds for canceled flights?

Yes, you can get a full refund in certain situations. If British Airways cancels your flight or a major travel restriction impacts your travel, you can cancel for a full refund. Depending on where you're traveling to or from, EU-261 compensation may be available.

However, other restrictions may apply if you decide to cancel your flight without an eligible reason. For travel dates of October 1, 2022, or after, the penalty varies depending on how soon you cancel before your flight.

  • More than 28 days. Lose your deposit.

  • More than 72 hours. Lose 60% of the total package price.

  • Within 72 hours. Lose 100% of the booking value.

How do I get a refund from British Airways?

To claim your refund from a canceled British Airways flight, visit britishairways.com and go to the Manage My Booking section of your profile. You'll find the options available to you, including how to rebook your flight, get a refund and other choices.

For flights booked through a travel agent or tour operator, contact that provider directly to manage your refund. They may also have other options available to continue your trip.

How to find lost luggage on British Airways

When the airline loses your luggage, report it immediately. British Airways provides up to 21 days to submit a missing bag claim. However, the sooner you submit a claim, the sooner the airline knows it is missing and can start looking for it.

At the airport, look for the British Airways office to submit your claim. The baggage claim agent will complete a report and provide you with a 10-digit missing baggage claim number.

You can monitor the status of your claim by visiting the Your Missing Baggage page on the British Airways website. Enter your report number and last name to track the latest entries of your claim.

If your baggage is lost, delayed or damaged, you can file a claim for compensation. When your bag is delayed, you can request reimbursement for the purchase of essential items. Compensation claims can also be made for damage to the bag or its contents, missing contents or if it's been missing for more than 21 days.

Travel insurance policies and credit card benefits may also provide compensation for lost or delayed baggage. Before checking a bag, consider inserting an Apple AirTag or other tracking device. This may help you track down where the bag is.

Where do I offer feedback or send a complaint to British Airways?

British Airways has a dedicated page for travelers to submit feedback or complaints. To submit a claim, you can either log into your Executive Club account or continue as a guest.

After selecting, choose the category that represents your complaint or claim. You'll provide details of your travel, a description of the issue and your contact information. Review your complaint, make necessary edits, then submit for a response.

The bottom line

Whether you're using cash or Avios to travel, there are numerous ways to reach British Airways customer service. You can contact the airline to book a flight, discuss an existing reservation or submit a claim for a flight you've recently taken.

Customer service is available by phone 18 hours a day, or you can email the airline at your convenience. Contacting British Airways through its online chat or X, formally known as Twitter, can also expedite the conversation to address your situation.


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