British Airways review by Andrew

My flight with BA from Gibraltar to LHR was cancelled several hours prior to departure. I had a connecting flight booked from LHR to Vancouver the following day, so it was imperative that I got to London. I checked the BA website and couldn't find any other flights with them that would work, so unfortunately I made the mistake of requesting a refund. I managed to find a flight out of Malaga that got me into London just after 10:00 p.m. so I booked that and then called British Airways as I wanted to discuss compensation. That's when they advised me that because I had “abandoned” travel with them, they were not prepared to do anything for me. Apparently, I should have called them first, and then they would have made the arrangements. Of course they don't explain that on their website - they just ask if you want a refund and then proceed. When I plead my case with the agent at Malaga airport and then followed up with Customer Relations several times via email, they flat out refused to budge. I ended up incurring costs of £700 in airfare, hotel, and meals. This airline has definitely gone downhill.