We have been trying to resolve a hotel booking made using 132k avios + money as I am down with Covid so only need to push the booking by a couple of weeks. My wife is on her 3rd trimester with our first child and this Wednesday 23/2 was my birthday so she made a surprise booking for us to spend our last ever holiday as a couple. My wife has spent countless hours (over 12 hours to date) on the phone to even try to speak with someone. We have messaged on other channels as well without hearing back from BA. Every time we manage to speak to someone on the phone we are told the BA systems are down. The BA reps are also saying different things, sending us to other Departments, and we receive inconsistent and conflicting information. We managed to speak directly to the hotel who agreed to cancel free of charge as a gesture of good will also considering payment has not been processed. But now BA is saying the payment was made to the hotel - which is a lie, so nothing can be done. The reality is that BA does not want to take the phone and speak with Xpedia who is their middleman to sort the situation out. This is the worst customer service we will absolutely refrain from flying with BA ever again. We will also stop using American Express and their BA card as they are charging us £200 a year. Several years worth of points have now vanished. We are left with the most disgusting experience overall and personally will be suffering from this as my wife is now in a really bad state of mind for the remainder of the pregnancy. We will also let our network know that BA is the absolute worst and why and how they treat poorly their most loyal customers. I recommend against using any of the services of this company to anyone.