This lot need John Wayne, Clint Eastwood or Alan Ladd on their Board. They are a cowboy outfit. My attempt to fly from Newcastle to Berlin on 27th March was an unmitigated disaster. The flight to Heathrow was delayed and I had to re-book my onward flight. On the way to the ticket desk I overheard staff talking about major problems at Heathrow, which the rest of the world had known about since mid-morning. . At the BA ticket desk I was assured that there were no major problems and flew to Heathrow to rencounter unmitigated bedlam, My onward flight had been cancelled (athough they have chosen not to say this on the screens- "refer staff" is the preferred euphamism). 5 days later I have been nowhere near Berlin, have lost my luggage, had no reply to e-mails from their customer relations department, which closed over the weekend, and enormous difficulty in phoning them since they are open for 2 1/2 less each day than the website says. Given the option fly with anybody else.