British Airways customers have reported a major glitch on the airline's app, causing login problems and, in some cases, wiping years' worth of Avios points from accounts. The issue, which appears to have started in mid-January 2026, has been widely discussed on social media platforms such as Facebook and Reddit.
Many users say they were initially locked out of their accounts, while others found that once access was restored, their Avios balances had dropped to zero. Some report that the app no longer recognises them as registered users, even though their accounts appear normal when accessed via the British Airways website.
Among those affected is Daily Mail Motoring Columnist Ray Massey, who discovered on 26 January that more than 600,000 Avios points had vanished from his account overnight. Massey, a former Transport Editor, said: 'It came as a real shock... You build up a pot of Avios points over years, and I was actually just at the point of cashing some in, and they just suddenly disappeared.'
Massey contacted British Airways customer service and was told the issue was due to an app glitch. He suspects the problem is widespread, given the growing number of complaints online. Other customers have reported repeated login failures, constant log-out prompts, and balances displaying as zero despite tier points remaining visible.
Many believe the glitch began following the latest app update, particularly on iPhones. Some users have resolved the issue by deleting and reinstalling the app, though others continue to experience problems. British Airways has not yet issued an official statement regarding the glitch.
