Our return trip from Amman, Jordan (AMM) to Raleigh, North Carolina (RDU) with British Airways turned into a frustrating and costly ordeal due to their last-minute flight cancellation and poor customer service. What should have been a straightforward journey home instead became a stressful, expensive, and time-consuming process that we are still dealing with weeks later.
Last-Minute Flight Cancellation
We arrived at Queen Alia International Airport (AMM) expecting a routine check-in for our British Airways flight back to the U.S. However, we were shocked to learn that the airline had canceled our flight due to “operational issues”—without prior notice. The most frustrating part? British Airways waited until we arrived at the airport to inform us, leaving us scrambling for alternatives.
This cancellation was not just an inconvenience; it would have delayed our return home by an entire day, which was simply not an option for us.
No Support from British Airways at the Airport
Adding to the frustration, there were no British Airways representatives at AMM to assist us. Stranded and without guidance, we attempted to contact British Airways by phone to rebook our flights. Unfortunately, their customer service was unhelpful and unwilling to assist in finding an alternative route.
With no options provided by the airline, we were forced to purchase expensive, last-minute, one-way tickets on Royal Jordanian (British Airways’ code share partner) to ensure we got home on time. This unexpected expense was not something we had budgeted for. The experience left us feeling abandoned by British Airways.
A Nightmare in Cancelling & Seeking Reimbursement
The issues with British Airways did not end once we managed to book our alternative flights. Canceling our return flights proved to be an ordeal in itself.
When we arrived at JFK for our layover, we attempted to speak with British Airways representatives in person, hoping for some resolution. They were unable to assist. We then turned to their phone support and online portal, only to experience inefficient communication, long delays, and poor customer service.
It has now been seventeen days since our scheduled return flight, and British Airways has still not reimbursed us for our canceled flights or the additional expenses we incurred. Their communication remains inconsistent, with responses that fail to provide clear resolutions.
Final Thoughts on British Airways
We understand that flight cancellations happen, but how an airline handles disruptions is what defines a good customer experience. British Airways failed at every step.
- No advance notice of cancellation
- No airline representatives at the airport to assist
- No help via phone in rebooking alternative flights
- Difficult and inefficient cancellation process
- Severe delays in processing reimbursements
- Poor communication from the airline, even weeks later
For an airline that claims to be a leader in international travel, British Airways’ handling of this situation was completely unacceptable. We will think twice before booking with them again and caution other travelers to be prepared for poor customer service if anything goes wrong.
