I've been a regular traveller with BA for 18 years. What a complete transformation from a fantastic airline to one that is nightmare! I have recently booked a Premium Economy ticket for £2134.48. I tried to cancel it 8 days before the flight. They offered me £588.64 in refund :). When I call the call centre they offered me £528. So £60 is the cost of me calling the outsourced call centre? Is this customer service. Its painful to say goodbye after so many years but its the state of the airline at the moment. I can see better conditions in terms of sales from RyanAir (if you avoid booking the cheapest ticket). So I'm going to take my custom elsewhere.