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Trip Verified | London to Montreal. I did my online check-in the night before and left to go to the airport. I arrived at the airport 2.5 hours in advance, went to a kiosk to print my boarding pass, and the kiosk wasn't working, so I proceeded to the BA counter to get my pass and check in my luggage. I was in line for approximately 15 minutes when we were all told to switch lines. The line we were moved to was substantially longer however I was patient. By the time I got to the desk, an hour had passed, and I had a bit over an hour left to my flight. I figured this was tight but all the while manageable since I trusted BA's system. The woman at the counter asked me where I was going and when I said Montreal, she looked at me and said "you won't make it". I explained the situation how I had been in the airport for several hours already and that I was in line for 1 hour. She just told me I needed to go to the missed flight counter. I got to the counter and they informed me that I had to buy a new return ticket. My original return ticket cost me $800, my return cost me $1350. I had no choice but to buy the ticket. I also had to stay in a hotel and then take a bus to Gatwick airport the following morning. Once I arrived back in Montreal I called BA Customer Services and they told me that it was protocol to put me on standby and not make me purchase a new ticket, and that I could get a refund, if not for the new flight, then for the $400 of the flight I missed. Imagine my shock after spending an additional $1500 CAD all in. When I escalated my complaint, they did not address my case for over a month and once they did they just said we cannot refund you, and that was that.