‘BA cancelled my flight, made me travel to another airport, and now won’t refund my rail fare’

Karine Pengelley writes

On Jan 5, my family of six arrived in good time at Innsbruck for our return flight to Heathrow with British Airways due to depart at 14.10. The BA check-in counters were unmanned. An electronic notice above them said: Flight cancelled, await announcement.

By chance there was a kind representative for a tour operator whose clients were also due to take our flight. She handed us a leaflet she had been given apologising for the cancellation. It suggested we make our way to the BA Sales and Reservations desk for help. We could find no such desk at Innsbruck airport.

Finally I received a text message from BA officially informing me of the cancellation. It said we were rebooked…

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