Yes, I've had TWO similar experiences: Both nearly ruined 2 holidays.

1) I changed a return to the US (LGW-Houston, SFO-LHR). It was an Amex 2-4-1 miles redemption. I rang the exec club to cancel and re-issue the ticket to a different date. BA forgot to charge me the cancellation / re-issue fee. I was left with only a reservation, not an e-ticket. I called BA before my outbound flight to Houston and was reassured by BA that all would be sorted out in time for my return flight.

So, I got to SFO, and they wouldn't let me on the plane. The ground staff at SFO were fantastic, broke all the rules, and got me on the flight, but it took them an hour to sort it out. They kept saying "Newcastle have dropped the ball again!".


2) I changed an Amex Miles flight from NRT to LHR from CW to First on the phone. I was assured all was fine, but when I checked the day before I was due to fly LHR to NRT, I saw my miles hadn't been deducted. I called up and was told I had a reservation, but not a ticket! It took ages to sort out. If I hadn't spotted the error, I wouldn't have been going anywhere.