I appreciate that there were a lot of details to go through in this thread. Thank you for taking the time to get involved - I assume to try and help and not make me feel worse than I already do? But I'm afraid you have misunderstood.

All of this happened in November before the 1st December points deadline and NOT a few days before we are due to fly. That was when the original flights were booked. And that's when I complained.

It wasn't verbally that they provided me with a new itinerary - they actually did it. Out of the blue the British Airways flights to Bangkok were added into our accounts by Iberia.

The only thing that happened a few days before is that we discovered that the British Airways flights they had added into our account - and that we built our whole trip around - weren't real as in they were only reservations but from our account and app they had the same status that the original ticket Qatar ones had.

I tried to cut a very long short in my description of 'ended up booking something over the phone in the early hours of the morning.' as I thought you would all be bored to death if I went through the catalogue of calls, errors, website errors and misinformation that had happened over the days before and indeed that day. I've just been looking through the call log.

So nothing fishy here. Except for the fact that they have now they have gone back on refunding the fees and taxes too when they had reassured me that they could do that so that I could rebook the British Airways flights.

It's very distressing to have been so misled. If they hadn't added those British Airways flights into our accounts then this would never have happened.