FlyerTalk Evangelist and Ambassador: The British Airways Club
Join Date: Jun 2008
Location: Somewhere between 0 and 13,000 metres high
Programs: AF/KL Life Plat, BA GGL+GfL, ALL Diam, Hilton Diam, Marriott Gold, blablablah, etc
Posts: 33,191
How did your friend ask? I mean did he call or ask at airport. Not sure about yyz but in Europe, subcontractors are not paid to handle rebooking/ticketing issues anyway so routinely tell customers they will be automatically rebooked and should call ba/their ta if they are not happy with the solution proposed.
if your friend called and was refused rebooking by ba at t-5hrs, I have to admit I’m surprised and it sounds wrong to me though admittedly I only exceptionally use otas.