My elderly mother saved for the holiday of a lifetime — but British Airways ruined it. She missed her connecting flight from Belfast to London, and when she arrived at Belfast City Airport, there were no BA staff anywhere — no help desks, no assistance, nothing. The airport is small, so she tried speaking to a security officer who called ahead, but the gate refused her bag drop. With no one to help her, she had to go home. She contacted her travel agent and was willing to pay extra to fly out the next day — only to discover BA had already marked her as a no-show and cancelled her return flight, meaning she’d now have to pay an additional £3,500. She and the travel agent tried repeatedly to speak to someone at BA. After multiple attempts, they were told nothing could be done — she would have to go back to the airport and ask staff there to change the system. But again, there were no BA staff at the airport, and when she finally reached someone by phone, they said they couldn’t help as they didn’t have access to the booking system. My mother was distraught, tearful, and deeply let down. She understands missing the flight meant a cost, but being met with complete indifference, no support, and the cancellation of her return flight was devastating. BA claim to offer out-of-hours support, but as an elderly woman travelling alone, my mother was completely unaware of how to access this, and there was no visible information or signage at the airport to help her. The fact that BA offices don’t open until 9:30am, even in situations like this, added to her distress. This experience shows a complete lack of care or accountability from British Airways. For a company of their size, customer service should matter. Right now, it clearly doesn't.