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How to Complain to British Airways
British Airways has an online complaints and claims portal where you start a new complaint or claim (for example delays, cancellations, baggage or expenses) and track it with a case reference. Compensation claims can alternatively be sent by post to its Customer Relations team. If it is not put right, you can take it to CEDR (Centre for Effective Dispute Resolution) - CAA-approved aviation ADR scheme.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to British Airways
How to Complain
British Airways has an online complaints and claims portal where you start a new complaint or claim (for example delays, cancellations, baggage or expenses) and track it with a case reference. Compensation claims can alternatively be sent by post to its Customer Relations team. source
When You Can Escalate
CAA: you can use the airline's ADR provider if the airline has not responded within eight weeks of your written complaint. BA's page says to refer your complaint to CEDR within 12 months. Scheme: CEDR (Centre for Effective Dispute Resolution) - CAA-approved aviation ADR scheme. source
When the UK Rules Apply
Which Flights Are Covered
UK flight rules (UK261) cover flights leaving a UK airport on any airline, flights arriving in the UK on an EU or UK airline, and flights arriving in the EU on a UK airline. source
Connecting Flights
Connecting flights on a single booking are judged by the distance between your first and last airports. Separate bookings (self-transfer) have no statutory right to care, compensation or onward transport for the missed connection. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksGo to CEDR (Centre for Effective Dispute Resolution) - CAA-approved aviation ADR schemeOr sooner if British Airways sends a final (deadlock) response
- 3 hoursDelay that qualifies for compensationMore than 3 hours late arriving at your final destination
- 2 to 4 hoursCare and assistance for a delayFrom 2 hours (under 1,500 km), 3 hours (1,500 to 3,500 km) or 4 hours (over 3,500 km)
- 5 hoursChoose a refund instead of travellingIf the delay is at least 5 hours
- 14 daysCompensation for a cancellationOnly if you were told less than 14 days before departure
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to British Airways in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, take it to CEDR (Centre for Effective Dispute Resolution) - CAA-approved aviation ADR scheme.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
British Airways Complaints
Always start here, in writing.
CEDR (Centre for Effective Dispute Resolution) - CAA-Approved Aviation ADR Scheme
After 8 weeks, or when you get a final (deadlock) response.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Good to Know
Small things that make your complaint stronger.
BA’s page says to refer your complaint to CEDR within 12 months.
Keep your booking confirmation, boarding passes and receipts for extra costs.
For a long delay, cancellation or denied boarding on a flight covered by UK261, compensation of £220, £350 or £520 may be payable depending on distance (on flights over 3,500 km it is £260 if you arrive 3 to 4 hours late), unless extraordinary circumstances applied.
For damaged baggage, make a written claim within 7 days. For delayed baggage, within 21 days.
Consumer Protection UK is independent and is not connected to British Airways. This guide uses information published by British Airways and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- britishairways.com/content/information/help-and-contacts/complaints-and-claims Checked 2 October 2026
- britishairways.com/content/information/delayed-or-cancelled-flights Checked 2 October 2026
- caa.co.uk/air-passengers/travel-problems-and-rights/travel-complaints/alternative-dispute-resolution Checked 2 October 2026
- cedr-assist.com Checked 2 October 2026
- caa.co.uk/passengers/resolving-travel-problems/delays-and-cancellations/cancellations Checked 12 October 2026
- caa.co.uk/passengers/resolving-travel-problems/delays-and-cancellations/delays Checked 12 October 2026