Case study
Joanne Anderson, from Belfast, said she had battled to get a refund for a cancelled flight from BA for more than two months.
The 76-year-old had booked a return flight from Belfast to Exeter to visit her daughter and two grandchildren - but her flight to England on 28 November was cancelled due to bad weather. The flight was booked with BA but operated by Aer Lingus.
British Airways finishes bottom of Which? long-haul flights survey - and rivals Ryanair for poor customer service - Which? Policy and insight - Press release
Wouldn't a better case study to highlight the surveys point have been a purely BA journey? Especially as this is 'only' a failing of customer service, just 1 of the 12 ranked issues.