From first class to no class; how BA has fallen

I am writing this from my flight with BA to Costa Rica on 22nd March. My flight was originally from LHR T5 on 21st March at 6.25am but due to the closure of Heathrow it was cancelled. The only notification I received was an email from BA at about 5am and ‘cancelled’ on the App. No emergency number or contact details given. No one was available to talk to on any of the numbers I found on BA.com. No help was given or further communication received. I used to tell everyone to book direct with national airlines but based on this experience I would say book with an agent such as www.dialaflight.com - they have a 24/7 emergency number and literally saved the day! 🙏✈️

From First Class to No Class: How British Airways Lost Its Way

Once the crown jewel of British aviation, British Airways (BA) symbolised everything great about the nation — impeccable service, a commitment to excellence, and a sense of pride that soared as high as its aircraft. For decades, BA was not just a means of travel; it was an experience — polished service, thoughtful touches, and the reassurance that passengers were valued. Yet today, for those who once held it in high regard, the airline seems almost unrecognisable.

The Erosion of Service and Standards

One of the most glaring grievances is the erosion of customer service. Attempting to reach a human representative at BA is akin to searching for a needle in a haystack. The once-reliable customer support is now replaced with endless automated responses, circular chatbot conversations, and hours on hold. For travellers already dealing with the stress of disrupted plans, this lack of personal assistance is unacceptable.

Loyal customers — those who’ve dedicated years and thousands of pounds to BA — now find themselves stranded in frustration. The frequent flier programme, once a coveted benefit, has been devalued and reshuffled so many times it’s barely recognisable. Gold and Silver status once opened the doors to seamless travel perks, but today, the promises of luxury and recognition have been replaced with disappointment. Loyalty, it seems, is a one-way street.

A Crisis with No Contact

The recent fire at Heathrow on 21 March exposed just how far BA has fallen. As smoke billowed and flights were thrown into chaos, many passengers found themselves in a state of uncertainty. With no emergency contact numbers provided, travellers were left stranded with no direct line to the airline. Where was the reassurance? The leadership? The concern for customer wellbeing?

And as night fell, the situation only worsened. No accommodation was arranged, no meal vouchers offered. Passengers were abandoned without so much as a courtesy call. It was a stark reminder that, despite paying premium prices, BA customers could expect less care than they would from a budget airline.

A Pricey Gamble with No Reward

The notion of “you get what you pay for” no longer applies when it comes to British Airways. Those opting for BA over its competitors often do so expecting a premium experience — after all, the airline’s fares are far from budget. Yet what awaits is a gamble, with frequent delays, poor communication, and unreliable service.

Take, for example, the Costa Rica-bound flight on 22 March from Gatwick. Not only was the flight an alternative for many (me being one of them) for the disrupted Heathrow service, but it also saw a three-hour delay with little explanation and two hours of that passengers were on the plane sitting on the tarmac. For passengers who had already endured frustration from the previous day’s disruptions, the delay was simply salt in the wound.

Why Choose BA? The Real Question

At a time when competition is fierce and alternatives abound, why would anyone choose British Airways? Other airlines are not only matching BA’s former reputation for customer care but surpassing it. Emirates, Singapore Airlines, and even newer carriers like JetBlue are consistently winning over discerning travellers with superior service and respect for customer loyalty.

For British Airways to regain its standing, it would need more than just a rebrand,  rename of the Executive Club to The British Airways Club or another polished marketing campaign.

It requires a fundamental return to its core values — putting passengers first, delivering on promises, and treating loyal customers as valued partners rather than mere ticket numbers.

Until then, the question remains: why would anyone pay a premium to be treated with indifference? British Airways may still wear the Union Jack on its tail, but the pride it once represented has long since disappeared into the clouds.