British Airways is the national airline of our country and should be a point of pride, yet it faces numerous issues such as delays, cancellations, poor service – and even refuses to offer a complimentary G&T, according to Jamie Bullen.
The decline of British Airways from a symbol of national excellence and pride to a source of national embarrassment appears to have hit its lowest point.
Only last month, chess Grandmaster Arjun Erigaisipublicly described the “worst experience” with British Airways- an unexpected reduction in service and a significant luggage delay on the way to a major competition. He stated they had lost a customer. From what I could discover, the airline hasn’t even made an effort to respond.
British Airways once represented dependability and excellence – a source of national pride overseas. That is no longer the case.
A reputation for high-quality service has gradually been undermined by constant delays, mishandled luggage, and a travel experience that fails to match the cost. “Cool Britannia” has turned into a source of irritation and letdown.
An airline’s main goal is to transport passengers to their destinations with a reasonable level of comfort and minimal delays. British Airways excels in none of these areas.
Consumer advocate Which? regularly places BA at the lower end of rankings. Their 2025 survey results—62 percent for long-haul and 57 percent for short-haul—are disappointingly in line with previous years, indicating a recurring issue.
For long-haul flights, it shared the lowest position with Air Canada, earning only two stars for value, seat comfort, and cabin atmosphere. These are not trivial problems; they represent core shortcomings for a company that claims to provide a premium experience, yet offers an uncomfortable and excessively costly trip.
Big oil companies are at the forefront
In sharp contrast, flag carriers from other countries consistently come out on top. Airlines such as Etihad and Emirates from the Gulf, along with Singapore Airlines, are leading examples. Whether you view this as cause or effect, these airlines represent powerful symbols of high-growth, forward-thinking nations that strategically use their national carriers for soft power and economic growth. What does that say about the UK? Send your answers by postcard.
For brief trips, British Airways’ service is also worrying, receiving only two stars for boarding, seat comfort, and food and beverage.
However, numerous travelers never reach the point of boarding to experience disappointment.BA is well-known for sudden flight cancellations., with approximately two percent of flights canceled within 24 hours of departure. The overall UK average flight cancellation rate across all airports in 2024 was 1.46 percent.
Although BA claims an “18 per cent improvement” in operational performance due to a £7bn investment, Which? pointed out that “it has yet to match the performance of most of its competitors.” That’s harsh. This straightforward evaluation highlights a gap between corporate aspirations and what passengers actually experience. For any customer dealing with such a company, overlooking this is not wise, to put it mildly.
The ending of Joanne Anderson, a 76-year-old from Belfast who fought for two months to obtain a refund after her flight was canceled illustrates this point. “To think British Airways is supposed to be the national airline – now they are absolutely terrible. I will never fly with them again if I can help it,” she said to Which?.
In the end, travelers pay extra for what was once a top-tier airline but get a level of service that significantly underperforms expectations. Eventually, they will stop choosing it.
Nevertheless, the term “national disgrace” goes beyond personal annoyances; it expresses a belief that BA, as the national airline, should represent pride and superior performance. Joanne Anderson recognizes this. The airline, however, appears not to.
Strategic choices
This traces back to key decisions made by British Airways. Earlier management implemented a system that, in seeking higher efficiency, seemed to reduce focus on service aspects that had long been a part of its high-end experience. This involved the choice to start charging for free services on short-distance flights from 2017 onward.
However, British Airways is not intended to be a low-cost airline, and taramasalata is very much a necessity. As is a complimentary G&T.
At its core, one might say this particular moment, combined with the seen decline in service quality throughout all cabin classes, caused significant dissatisfaction with the airline in a way that the 1997 tail fin painting never achieved (as few people were concerned and it didn’t affect the most crucial aspect – your trip).
British Airways is not intended to be a low-cost airline, and a complimentary G&T is very much a necessity.
Personally, I no longer book British Airways unless I have no choice. Last year, I used them to fly to Dubai – ironically, for an aviation conference. The connecting flight to Abu Dhabi was canceled just an hour before departure, leading to a stressful wait at the gate around 10pm. Then, the boarding process was delayed. Due to a technical problem, a different aircraft was used for my flight, which resulted in a seat lottery. I ended up with a middle seat in economy after being unable to check in online beforehand and select (or pay for) a suitable seat for a seven-hour-plus journey – something I’ve only encountered on a Central Asian airline since then. I eventually got upgraded, but another unfortunate passenger clearly ended up in my original seat. I wondered if they received any compensation as I looked at my free pretzels and tiny can of coke.
After arriving, several experts I encountered at the conference asked why I chose British Airways. They suggested I should have flown with Emirates instead. I conceded.
Perhaps this would be acceptable if it were just another airline. After all, it provided me with an icebreaker that I could use repeatedly. But it isn’t. It is the national carrier. And it should embody the finest of British standards. Unfortunately, it does not.
Jamie Bullen works as an expert in the field of aviation.
