Claudia and her mother missed their connecting flight because of the confusion and then had to book extra accommodation because of the delays.
She said she still did not not know who would pay for the extra expense of “probably… a couple of hundreds of pounds”.
She said: “I think airlines definitely need to take responsibility if they were informed by the government.
“It was just an absolute nightmare and now my parents are nervous to go on holiday again.
“If the airlines don’t provide that help to those people left out of pocket, then I think the government also needs to step up and provide a little bit more support until the airlines actually pay up.”
In response, BA said it had been in touch with the customer to “help make things right”.
A statement added: “We’re very sorry for our customer’s experience and we’re speaking with our third-party handlers to better understand what happened.”
