So I booked my friend a ticket on BA with my credit card. I checked the terms and conditions of the fare, and it said the fare was non-refundable and any changes would incur a change fee + difference in fare. The flight was BCN-LHR-PHX with a return PHX-LHR-BCN. I called ahead of time just to verify the change fee was for the entire trip PHX-BCN and not per segment, and the reservations agent verified with me it was for the whole segment. The return was scheduled for today.

Well he is not going to be able to return tomorrow, so I called to make a change and now the agents are telling me there are no changes allowed on the fare. Well, I guess perhaps I am completely mistaken, but that seems rather unlikely considered I went through all the hassle prior to booking to make sure I was aware of all the restrictions on the ticket.

Even more worrying, there is no where I can look to see what the terms are of the fare! They're not in the e-mail confirmation, they're not online. I even asked one of the reservation supervisors if he could send me a copy of the terms of the fare and he replied bluntly with "no." This seems unusual to me as every other airline I've ever booked with was able to give me written terms of my fare, most are included in the e-mail confirmation. Is this really BA's policy on this?

It's unfortunate he can't return tonight as it's going to be quite expensive now...