This is helpful to know. Rules may say proof isn’t required, but in practice airlines sometimes want to verify everything before boarding. I always keep my ETA approval saved on my phone just in case. It’s better to have it and not need it than the other way around.

Here's an update.

I reached out to BA online customer service. In my inquiry I told them what happened and I said I did retrieve the emails of our ETA status. I went on to say this is not a complaint but simply a question as to why this is required when the email specifically says it isn't necessary.

Evidently they didn't read my entire inquiry. I got a reply giving me a lecture about the importance of having visa documents ready. OK, fair enough. Then that moron went on to say that they will not give us a refund for being denied boarding.

WHAT??

I never said we were denied boarding, in fact I did say that I retrieved the emails. And of course I didn't ask for a refund. We did take the flight, and he would have known that if he checked.

I have always enjoyed flying BA and I will continue to do so. But this isn't the first time I've had trouble with their customer service department not reading or understanding my question.

It could have been an automated response. Per FlyerTalk BA does send lots of inane e-mail responses and often the Twitter/X/chat team is better

That would explain it, but it's very bad when automated responses don't address the issue. Human intervention is necessary.

Was it a chatbot P_M? Or an email you sent.
I hate chatbots as they hardly ever solve the problem. I always reply no when they ask if it helped and eventually get a real person to chat to.
Responses like you got will cost them customers I am sure.

I wasn't talking to a chatbot. I went on their website to customer service. The online form asked for the date and flight #, which I provided. Then I described what happened. I said this isn't a complaint but just a question.

The response came several days later, and there was a person's name at the bottom. Of course, that doesn't prove it wasn't an automated response. But if this reply was from an actual person, he only read the first couple of sentences, then presumed we were denied boarding and wanted a refund. Automated or not, it reflects badly on BA.

Certainly does P_M.

P.M. if you have a Facebook account you could ask on their Facebook page. It seems they have better communication there. I am not on Instagram or X much but I think there, too. The website customer service is useless. I used to really love BA. So far this year I have not booked anything with them, they have trended so sharply downward.

Have flown into LHR twice within the last year. SFO-LHR on UA and FRA-LHR on LH. Never asked for ETA. Last arrival In LHR was a dream. Row 3 so got out of plane easily to be greeted by the immigration gates right in front of me. One person in line. Got through in about 2 minutes and as I walked into baggage claim my bag slipped onto the conveyer belt and I walked 5 minutes to the T-2 Hilton.

Mjs, I'm glad it went smoothly for you. As I mentioned, on 2 of my 3 trips to the UK since the ETA began, I was not asked for proof of the ETA. All I'm saying is be prepared because it can happen.

I replied to the message I got yesterday, stating again that I found the ETA notices, we weren't denied boarding, and I didn't ask for a refund. I received another message from someone (or a computer) who seemed to have read it. The newer message said that the check in system doesn't always indicate ETA status and that's why it's important to be prepared to show it.

I will be going through LHR next month. Maybe they'll ask, maybe they won't. But you can bet, I WILL be prepared. I encourage you all to do the same.

I think it makes sense to be prepared to show it - systems crash, glitches happen.
Hope your next trip goes smoothly.