I had to postpone a flight from Phoenix to London because my wife got sick. We got the doctor's note faxed to them which allowed us to change the flight without paying the $225 per ticket change fee. When you get them on the phone, which takes about 10 min., then the agent who assists you can't do certain things. So they put you on hold while some other specialist helps them. I was put on hold three times for about 15 min. each time. Finally they told me my options: I lost my extra legroom because the Premium Economy Class (contradictory term?) was full. So I got to pay another $500 to get WORSE seats because now I'm booking with one day notice, therefore more expensive! To make matters worse, the seats that I had paid extra money to choose ahead of time so my wife and my 11 year old daughter could sit together were now scattered all over the plane! I asked the agent how much of a refund would I get if cancelled the flight. She put me on hold for 15 min to have the specialist figure it out. Fifteen minutes later she said she couldn't get an answer, so I still dont know.
I will never use British Airways again. You can't get answers. It takes too long to deal with them. Then, when you are in a vulnerable position, they are happy to make you pay extra for less than what you started with.