I purchased a ticket for three friends to travel with the OH and I to IST.

My friends had a Y outbound flight and J inbound. My bookings was in J both ways.

After purchasing, I tool advantage of an offer in MMB to upgrade their outbound flights for £89 each.

On the day of travel, the SH 767 was substituted for a LH 767, and our friends were put into ET; not even the WTP seats that were also being used as CE.

At the gate, they were offered £50 BA vouchers for the two adults and £25 for the child. We declined this offer, believing it unacceptable.

After much correspondence, I received a refund of £177 and not the £267 that I had been expecting, and had been advised verbally on the telephone.

BA is refusing to refund anymore.

The email from Customer Relations states:

" Whilst I appreciate you paid £89 per ticket to upgrade, it is not this amount that is refunded in the case of a downgrade. Under EU legislation, when a passenger has been downgraded we have to refund a percentage of the difference in fare, not the amount paid to upgrade."

Further correspondence has not achieved much more, although a request for a manager to call has been denied.

In terms of compensation, BA has now agreed to send £50 x 3 in cash to my friends. Better, not great.

I am disappointed in the stance that has been taken and have advised that I will write to Keith Williams. I realise that it is unlikely to achieve much, but it might make me feel better!

So, in conclusion, be aware when you pay to upgrade cabins that in the event that you are downgraded, you may receive less than you paid for the upgrade.