What a joke!!! My family and I have been traveling with BA for a long time now but their service lately is disgraceful!
First they cancelled our flight (2 months before) and did not inform us. I just randomly checked their website for flight details 3 weeks before take off and saw that they had cancelled both inbound and outbound flights. I called them to find out, and then they said they had sent me a cancellation email 2 months prior which I never received. I asked the agent to confirm which email address it was sent to and it was indeed mine but the email never landed. They offered to put us on a different flight but not a direct flight which was what we paid for.
We reluctantly accepted after 3 attempts of tying to find direct flights. When I called them back to confirm our travel date, I was then told that our travel information could not be found in the system. I was passed from pillar to post. I was on the phone 7x in one day to different agents and I was still being told that they don’t have my information. I wondered how they were able to access my information 2 weeks prior and all of a sudden the information had disappeared. They claimed it was apparently due to GDPR/data protection.
The call center agents were very unhelpful apart from 1. Their process with travel agent is wack! I am just so disappointed in their service. Up until now no one has been able to resolve my issue. What a shame British Airways !!!