✅ Trip Verified
| Bangkok to Lisbon via Heathrow. We booked our flight tickets directly on BA site since July 2017 for the travelling date of December 24, 2017. One day before our travel, we processed the online check-in and were surprised to find out that our names have been removed from our first leg of the flight (BKK > LHR) without prior notice through any communication channels (email, sms text) by BA. After many attempts to find a solution, it unfortunately turned out that we could not contact any representative office in Thailand. However, we managed to talk to the customer services team in UK. She informed us that due to the connecting flight from LHR to LIS was cancelled by BA, the airline had removed our names from the entire trip (2 sectors). The assistant informed us that it was possible for our names to be added back to the BKK > LHR flight if we (by ourselves) could find a connecting flight from LHR to LIS. The only solution is either this as explain or to accept a refund of our tickets. Unfortunately, there were no flight available on that day and that left us with only one choice - to accept the refund to our tickets (without offering any other help). Our intention is to seek for proper explanation from BA in regards to how is it possible that there is no official communication/notification in regards to the flight being canceled to the passengers. We had to figure out the situation ourselves after an attempt to check-in online 24 hours before the flight. If we had went to check-in counter directly on our departure date, we would be without a solution and our whole trip might be cancelled. We were in a roller coaster of emotions over the issue since we had less than 24 hours to find alternative solution from a problem that was not caused by us but BA's neglect in providing proper communication to the passengers. Finally, we left no choice but to book last minute tickets from another airline which we had to pay 66% extra since it was a last minute ticket on Christmas eve. I find it inexcusable for a world-class airline to neglect last minute communication to guests on one of the most important day & holiday of the entire year. This event had caused us not only an extra charge in our entire trip's spending, but left us with one of the worst flying experiences. We chose British Airways in hopes of a seamless and stress-free travel experience but was given no notifications or any alternative help.