My journey began on a nightmarish note when I arrived at the airport to discover that my flight to Edinburgh (RAS5HJ) had been cancelled. The situation quickly became frustrating as I approached British Airways staff for assistance, only to be sent from one person to another without receiving any real help. At around 5:10 AM, I was handed a customer service card, but the office didn’t open until 8 AM. The only alternative offered was a flight from Belfast, which meant I would have to wait all day for my final leg to Edinburgh. This left me feeling incredibly distressed and helpless. However, my experience took a turn for the better when I reached the G section in Terminal 5 at Heathrow. There, I met Sony Khuttan, who was not only extremely helpful but also genuinely empathetic. He took the time to listen to my concerns and helped me book an alternative flight directly to Edinburgh. I wish British Airways had more staff like Sony who are dedicated to their jobs and truly care about their customers, rather than just pushing them from one section to another. Thank you, Sony, for your invaluable assistance. I genuinely appreciate your help in turning a distressing situation into a manageable one.