britishairways.com

I booked a flight through British Airways Executive Club from Casablanca to Bangkok. Initially my ca

I booked a flight through British Airways Executive Club from Casablanca to Bangkok. Initially my cabin was downgraded and a week later my flight was cancelled. I called the BA phone line and was offered an alternative routing (via London and KL). Although it was in the lower cabin than I paid for, I was grateful to be able to get to my destination, and avoid the Middle East given the uncertainty due the war. I then received a voicemail saying that my new ticket was voided, and it turned out that the rebooking was made incorrectly. What ensued was around 20 calls with BA call centres both in the UK and India. The UK call centre informed me that it was definitely possible to reinstate my voided booking, so I initially tried to get the Indian call centre staff to reinstate my ticket, but to no avail. Lot of calls back and forth with the Indian side saying I had no options and the UK side saying the Indian side should reebook me as they can't do it from the UK. In the end, after hours of waiting on hold, I decided to give up and cancel and rebook with a different airline. However, when I phone up to cancel, I got through to the UK call centre who informed me that they were unable to cancel my flight and it could only be done by staff in Delhi and not by any staff in the UK. Why only Indian staff are able to make changes to a British person’s booking on the UK’s national airline from Morocco to Thailand, I have no idea. To be fair to BA, the UK call centre staff I spoke to were lovely and really wanted to help, but they were powerless as the booking was completely in the hands of an Indian call centre rather than BA themselves. Anyway, I finally managed to get through to India and I've never been so relieved to have an airline cancel my ticket. Let's see if I actually get the refund.

Date of experience: Apr 11, 2026