British Airways High Life Shop Reviews 44

I ordered my goods 4 days prior to departure. Was told they’d never arrived on flight , I’m still trying to track down my order .

I had ordered meals for the wrong flights.
I phoned the next day and spoke to Bridget who changed them to the correct flights.
She was courteous and friendly.

Shocking Company - IF 'BA' own/endorse this Company they should distance themselves from it!!
Awful service and I'm wondering if they actually stock most of the items they advertise?
8 working days after I ordered my items still no news apart from the original Confirmation of my Order saying I'd get them in 3-5 working days.
Just evenually got through on the phone to them and was told 'your Order has been cancelled! - (WHY??) - BUT we can re-order it no problem!!'
NO WAY SO ASKED FOR A £REFUND. Wonder how long before my £70 comes through if other Reviewers' experiences are typical.
If I hadn't rang I'd never have known!! I ordered and paid for this in good time for Xmas so am doubly disappointed as I now have to start again elsewhere.
AVOID AVOID AVOID - you will regret using them!!!

Please don’t use this website . They take your money and give ya nothing and you have to claim your money back . This website should be closed . British Airways stop promoting them !!! Ordered 20packs of tabaco I had nothing from them, they easily told me ‘ your order hasn’t been loaded in to the plane’ .. don’t know who’s fault . I could buy from the country what I have visited but I preferred to use this website , my mistake.. Don’t even bother ordering !!!

I have ordered an item which was agreed to send to my home address, but i haven’t received. Contacted customer care, Thenjy who looked after my case was super good and my order was rerouted to the flight I was travelling. I was nervous as this was my first experience ordering via British Airways Hoghlife shop. It was delivered onboard as promised. Thanks you Thenjy, who dealt my frustration, irritation in a positive way and sorted the problem. You are an asset for the company. 😍

They take your order to be delivered on the aircraft but they don't follow through and you lose the opportunity to buy duty free.
Customer service is the worst with no compensation.

Sadly the highlife shop decided that the flight I travelled home on didn’t actually happen so they didn’t bother loading my order onto it.
Shame really because ba actually made a good job of everything else.
Now a week later I’m still waiting for the refund as they took the money before the flight!!
Don’t use this service

I had received wonder full service from Caroline in the customer service team who guided me through the seamless process. The website has an array of special items tailored to those demands and needs of all ages. Thanks for a wonderful customer service!

What is wrong with their website? Again. It’s always been slow but it is impossible to do anything on it at the moment. Don’t even get me started on their phone lines. They really don’t care about their paying passengers do they.

Obviously the fact that B.A. consistently do not deliver pre paid for duty free goods onboard their flights is extremely annoying. But even more annoying is their apparent inability to issue you a refund despite advising you they would. Their customer service department appear to continually issue standard email responses with links that don't really have the appropriate options.
If the amount of negative reviews on here is anything to go by, perhaps B.A. should can the service as they obviously can't deliver.... LITERALLY !

As with many others I ordered Gin for delivery to seat on my way to Canada , a present for my daughter-in-law as it’s so expensive their. Another trolley problem so no can do. Emailed them and was advised I could have it on the way back as I had ordered Vodka for myself on return. Irritating as the gift in Canada was £35. On my return, same trolley problem, I had to chase whilst on board some excuse about the cleaners taking the wrong trolley? Following my chasing with 12 emails and the same apology repeated,I’m got a refund 3 weeks later but no good will gesture. Eventually after my 14th email they said said I could choose a gift for £25. Unless you want a sift toy or pack of cards pointless. Out of principle I ordered something but they couldn’t give a damn. Do not order if you really want something , just buy in duty free. Terrible.

The British Airways Highlife shop website never fails to fail. Enter your flight and the date of travel and it automatically defaults to a different day whereupon you enter a never ending loop of frustration. The last time I used this service on a flight, the goods ordered weren’t delivered, ruining the flight experience. However I did get a credit in due course so can’t complain about that. Nor, should I complain about the British Airways cabin crew, who, whilst embarrassed were very helpful.
My point is that there have been almost consistent complaints about this company for as far back as I can see. Yet they never seem to either listen or to fix the problems.
I don’t know why I tried to use them again.

Ordered BA surprise and delight champagne and chocolates to be delivered to my son and his new wife on their honeymoon flight. The only surprise was that they were not delivered. Pathetic and hugely disappointing. You only get one chance with something like this and you blew it.

Ordered food for outward and return flights. Outward flight food had not been communicated to the flight deck and was not available. The crew were able to provide replacements, on production of my printed order, so no real problem. there. On viewing my printout for the return flight it was clear that the wrong flight was shown. I can only assume that this was an error on my part and I therefore had to pay for a replacement meal. I was advised by the flight attendant to email the company requesting a refund. Within a day of submitting my request I was notified that a refund would be made to the credit card originally used. Many thanks for such outstanding customer service. Would have given 5 stars had the outgoing flight order been actioned correctly.

I had to chase up my first order which turned out to have been cancelled. I was unable to place my second order online as the High Life website wasn't working properly. Caroline in customer support was great and helped sort this order which was delivered quickly.

As my Avios account was due to be deleted for lack of use I used up last of my points to buy a fitness watch( for home delivery.) After 5 working days I e-mail'ed their help desk to say no delivery. Caroline from help desk said she would chase order. Today on day 10 still no order so I rang contact number.Call transferred from option 1 to message saying no one available.Then went on web to see if High Life Shop customer care is any good..and found out it's awful in these cases.Suspect I will never get this item now.

Ordered and pre paid for alcohol to be delivered to my seat on a BA flight from Boston to London on 1 July.

Cabin crew advised me they were unable to deliver any Duty Free Goods because of "a problem with the trolley".

Emailed the High Life Shop on 3 July. Got a reply on 4 July saying I would get a refund in 3 to 5 working days. The refund never materialised.

Complained to BA, who refuse to consider the complaint or offer any help to provide the refund, even though the BA High Life Shop is BA branded, is operated on behalf of BA (by Tourvest), and the goods are meant to be delivered on board by BA staff.

Avoid at all costs.

If I could give negative star I would but minimum is 1. Yet again this fraudulent company has failed to fulfill a delivery to a customers seat on board a flight. I ordered 2 X 250g rolling tobacco 9 days in advance of my flight to USA. But no items were delivered to the plane. So I'm now pursuing them putting my order on my return flight to UK. But I'm not holding me breath as by accounts of other reviews Highlifeshop are totally untrustworthy to deliver people's orders. No reply so far to my email I sent support. But again reading other reviews they never answer emails. My advice is be very cautious about ordering from them.
UPDATE. I received reply back saying tobacco was out of stock this is why it wasn't on my flight. That is a feeble excuse as when I ordered & paid for these items they were in stock, otherwise I wouldn't have been able to place this order. A very poor excuse from High life shop. Wonder will they be on my return flight. They have 12 days to get stock, this should be a reasonable time scale. Especially when this item is available in duty free at Gatwick airport.

I have been waiting since Sept 2022 for a refund of £20 for drinks to be delivered onboard (5 months so far). After eventually being informed that my complaint was with the Accounts Dept, I was also told that they cannot be contacted. The only reason I’m persevering with this after so long is to annoy them as I have given up on getting a refund.

One month ago I booked some drinks and food online for our flight to Malaga. Although it was charged to my credit card immediately, nothing was served to us. The staff first ignored us, then my son had to leave his seat to catch one crew member to receive an answer, only after then they told us that our order wasn’t loaded on board. We weren’t even offered an alternative. Now for over three weeks I am trying to get my money back. I will never order food and drinks on this site in advance. They simply can’t operate well and their customer service is terrible.