The column for anyone fed up with bureaucracy, frustrated by delays or furious about poor service. Tell us your complaint and we'll try to fix it ...
Ms Cheng is a frequent traveller with British Airways, but she was disappointed by a series of delays on her way to Germany last December.
'We bought tickets from London to Munich for December 19. The weather on that day was bad and foggy but we checked in our luggage and got through immigration.
'We were waiting at the departure lounge for about three hours with no indication of which gate to go to and no announcement on what happened to our flight. So we went to the help desk. Staff told us to wait and keep checking the screen.
'After about an hour, finally we were called to go to the boarding gate where we were told the flight had been cancelled and we needed to collect our bags at the arrivals hall.
'Amazingly, no one showed us how to get to the arrivals hall from the departure lounge. We had to find the collection point ourselves, where we waited for two hours for our luggage to come out.