[Casilda]

I want to complain about the cancellation of the 01 Jan 2016 flight from Mexico City to Heathrow, and subsequent farcical treatment, treatment that I would never have expected from BA.

Below is an account of the events leading up to getting on the flight, over 24 hours after arriving at Mexico City airport.

We arrived at Mexico City airport at approximately 4.30pm and was told the flight was cancelled. There was(no previous attempt to communicate this before this time (no email, no phone call). We were booked onto the 9pm flight due to fly at 9pm the following day.

For accommodation we were put into the local Camino Real. There was terrible customer service at the hotel, as hotel and room voucher was provided in my name, but they wouldn't allow my partner to eat (as the voucher was for one room, but just with my name on it, even though the BA member of staff who issued the voucher said it would be fine). We decided to walked back to BA check in desk to sort it out which was very frusrating as the hotel could not get in touch with the BA staff directly. In addition, after we sorted out the hotel, we found the choice of food to be very poor and lacking in the quality I expected from BA.

As far as we were concerned at this point, we were booked onto a flight at 9pm and therefore had the day to do something before checking in the evening. However, the next morning we woken up with call from the Camino Real at around 8am saying we had to checkIn at 1.30pm. With no reason, or explanation.

We tried to confirm with multiple BA phone numbers, UK contact centre said they were too busy and rang off before getting to a person. The Mexico number was out of service.

We therefore went to the BA office in airport to try and confirm why, however it was shut (opening time 4pm).

Went back to hotel where we happened to see a BA rep outside. She confirmed we should go to check in at 1.30. And confirmed we would be able to go on the 5:30 pm flight.

When we got to check in with all out bags (after checking out from Camino Real) we were told that we were booked onto 9pm flight, but the 5.30pm flight from Minneapolis could not be guaranteed to arrive as it hadn't left there yet.

We chose to keep 9pm flight, but means waiting 3 hrs before checking in again in the airport, with all our bags.

In short, this was an example of sheer incompetence in communication. Why were we told we had to check in at 5.30pm even though we had secured the 9pm flight?

We spent 400 pesos in porter fees as we can carry all bags across airport (no self service trolleys available)

It surely would have been easier for someone to say, 'just stick to 9pm, go and enjoy the day in Mexico'. They did try to get the room back at the hotel for a few hours but we declined.

In conclusion, with a flight being cancelled, terrible treatment and poor communication I expect to be compensated.