Originally Posted by Annie 12

Something I've been thinking about since reading their defence is everything that happened the week before our outbound flight from LHR to SJO, and how much we struggled to speak to BA or get any help/resolution from them over the phone. We tried to buy baggage for our booking one week before our flight, but it wouldn't work on the online 'manage my booking' system or via the app. So we spent the week trying to contact BA. A lot of the calls never got through, some cutting out after a period of time on hold. However, when I did manage to finally speak to a customer service agent they told me that I had to speak to Iberia (as they were running the first part of our outbound trip). I then rang Iberia, who said this was wrong, and that baggage had to be sorted by BA! I finally managed to speak to a BA agent on their online chat system who reassured me that all would be sorted at the airport.

We then tried to check in on 24 hours before our trip, which didn't work. We spent the day before our flight panicking trying to call BA again. I must have tried to call them at least 10 times that day. I never got through, but my partner did first thing in the morning, and they said all would be sorted at the airport, which it was. But we were incredibly stressed on the way there, thinking something could be wrong. Not through lack of trying to rectify whatever that could be with BA. Anyway the man at the check-in desk checked us in, and, seeing how stressed we were, told us we didn't need to worry. At this point, we specifically asked about our return journey. He responded with: "You're coming home with Miami, all is fine with your booking, DON'T worry!".