Henrique M. da Cunha

It’s safe to say, no one in our families will ever be using @British_Airways again. However, we’re still shocked from the lack of compassion shown to us. The agent even said that my MIL didn’t count as affected because she was not the one having surgery.

The only solution offered was for my MIL to rebook the flights for another time, this has to be done before 14 Feb. Her sister, who she was travelling with is no longer able to go. @British_Airways refused to change the passenger name and still refused to refund.

We were all going through an incredibly hard time and didn’t want to go through all this bureaucratic nonsense. Yet we had to. The day of my wife’s operation, my MIL sat in the waiting room, talking to an agent from @British_Airways still trying to find a solution.

They were completely unsympathetic to our situation. There was a lot of back and forth about company policy and various calls to try and find a solution. @British_Airways did not offer any viable solution.

My wife contacted them with her mother to explain the situation and requesting a refund. @British_Airways refused due to their policies and stating they were not cancelling within their timeframe. Despite the fact that none of us knew this would occur.

Let me tell you a story about the terrible service we’ve received from @British_Airways. My MIL used them to book a flight for my wedding last year. Unfortunately, the wedding was postponed as my wife had to undergo urgent neurosurgery for a benign tumour affecting her vision.

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