I used to fly British Airways all the time but a friend of mine recently had the worst customer experience with this airline and I must say it was quite shocking to hear of it and I’ll definitely be looking to avoid flying BA ever again. My friend had booked a Christmas trip for himself and his then partner to go home for the holidays and see his family. My friend paid for the flights, made the booking, and shared the booking with his then partner. The couple split up before the trip and the person with whom the booking was shared changed her flight to another date and somehow ended up cancelling my friend’s flight. My friend who had made the initial booking never received any notification of this or request to approve the cancellation of his ticket and only found out by logging in to check some flight details. The tickets had been non-refundable and at that point had doubled in price. BA did nothing to help. They traded his case between various customer service departments like a hot potato, and stated that questions he was asking about were all in the terms and conditions which they were not. It is simply not logical from a UX perspective that if you are the one who books the flights and pays for them, that the person you share your itinerary with can cancel your flight without any alert or notification to you to approve this. Trans-Atlantic flights are not cheap, and they’re even more expensive for the holidays. But when you’re going to see your family who you don’t see that often, these planned trips can be very precious. And not only can it be stressful to send a customer on a run-around with no resolution (not even AMEX could resolve this with the airline by the way) and respond to all things with canned language that is not helpful, you have absolutely no idea what kind of financial situation a person that this can happen to might be in and the burden it can create. Just place yourself in a position where you’ve already lost the investment into the flight to see your family (and you didn’t approve this loss), you’ve financed a trip for a now ex-partner, and if you do indeed want to proceed to see your family as planned you need to dish out an additional double the cost of your original ticket. Fortunately for my friend he is in a position where he could make this additional investment (not everyone might have this privilege). Yet even taking a screenshot of proof that he purchased a new ticket for very similar dates and really never intended or wanted the previous booking to be cancelled, BA still responded with cookie cutter responses that he had, in fact, cancelled his previous flight and there was nothing they could do. Shame on you, BA. I really enjoyed flying with you regularly but I must say I will never choose a BA flight ever again even if it is the cheapest option.