I was due to fly with BA to Sofia on 2nd Feb 2009 which was the day it snowed heavily in London. My flight was at 08.30 from Heathrow so at 6am I checked the BA website and found the flight cancelled. I could not get through on the suggested phone number so went to the airport to sort things out. At the airport BA staff invited me to join a lengthy queue and advised me I could go online to alter my booking. I had my computer so logged on only to find that the website would not allow me to change as it assumed I was now in the air (this being about 08.45). So they gave me the phone number instead - of course this was still engaged constantly. Eventually I got another number from the man next to me in the queue which got me through to BA in Newcastle. They were helpful and changed my flight to the next day. The next day I checked the web and all was OK. I turned up to Heathrow to find chaos. No BA staff were present and the airport staff said they were probably hiding round the back as, apparantly they often do in such times. I joined one of many lengthy and disorganised queues. I waited for over 2 hours until I managed to collar a BA check in agent who was going for a break and convinced him to check me in. He kindly obliged and I went through to wait airside. 10 minutes before my flight was due to depart it was again cancelled. No explanation. I went to the BA Exec lounge in T5 who told me to go to the custmoer service desk downstairs. I did that to find around 250 people doing the same thing and a desk with only 2 staff. Eventually I got to the front to be told I needed to go to the ticket desk further along. Needless to say the queue at the BA ticket desk was even longer although staffed by 4 people. While waiting I rang the number I had gleaned before and the helpful BA staff in Newcastle changed my booking again. At this point I left the queue, collected my bags, and left again. On the 3 rd day I arrived to find BA had organised themselves, giving clear directions and meeting and greeting to provide advice. I managed to get away and the flight was good. On my return I complained to BA about their poor customer service and general disorganisation at T5. They offered to pay all my out of pocket expenses upon receipt of evidence and they paid up promptly. Whilst the flight was good once it got going, I would not recommend BA's ground staff at Heathrow. They are poorly organised, often invisible and sometimes argumentative.