BA SERVICE13 Apr 2026 08:35
I have just returned from Malta, where my family and I were booked on business class tickets. The evening before departure, we received an email advising that, due to “operational issues,” the flight would be operated by Titan Airways. While not ideal, this in itself was not the issue—although notably my wife was unable to check me in.
On arrival at Valletta Airport, the situation descended into complete disorder. Check-in staff were overwhelmed, communication was non-existent, and passengers—including families with children—were left distressed and uncertain. Despite holding confirmed business class tickets, we were informed that we were all on standby and that I, in particular, would not be able to travel until Sunday due to lack of availability on BA services.
My wife and son were then cleared to board, while I was left behind. I made it clear that I would not permit my family to travel without me. Only when faced with the prospect of offloading their luggage did staff suddenly “find” a seat for me—placed, notably, in economy.
To compound matters, during the flight we discovered that economy passengers had been upgraded into business class, while a fare-paying business class passenger had been downgraded.
When I asked how I was expected to rebook for the supposed Sunday flight, I was told this could only be done by email. No assistance, no clarity, no accountability.
For completeness, I note that the Titan Airways cabin crew were excellent—professional, attentive, and a credit to their airline. Their standard of service only served to highlight the failings elsewhere.
I generally avoid British Airways, and this experience has reinforced that decision. It is unacceptable that a premium-paying passenger is treated in this manner, with no regard for booking class, basic organisation, or customer care. I only just a few shares now and I will keep it that way.
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