'I had a run-in with BA last year when I found I couldn’t spend a pandemic-issued voucher online. Having battled to obtain it, I wasn’t going to let its system defeat me. So I called up and booked our flights, only to be slapped with a telephone booking surcharge that wiped out the value of the voucher. Recognising the futility of losing my temper with them, I put the phone down and offloaded on to my husband. I offloaded on to him again recently when BA’s parent company IAG revealed record annual profits.'
