Service has been declining rapidly. Most recent example came when I had to cancel a non-refundable flight. I realized I would lose the airfare but was a little surprised to see that the carrier surcharge would also be forfeited for a service that I wouldn't be taking. Anyway that was the least of the issues. Tried to make the cancellation online to avoid the 15 pound per person change fee or whatever they call it only to find that I had a message saying this cancellation could not be performed online. Phoned the service desk made the cancellation and was told that the 15 pound per person charge would be waived and that I would get an email shortly Email was sent to the second passenger, my husband (a man) and not to me, lead booker, suggesting that we would get the full fare back and just forfeit the taxes!! totally wrong!. Then I find I get a credit on my account but it is for the government taxes as expected but a deduction has been made for the 15 pounds per person change fee .Phoned them to try and get this rectified still no joy. Now raised a complaint asking for my missing £30. Total and utter chaos at BA. I fear that after many decades of loyal support for BA I see the end of our relationship is insight.