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Booked two seats in the emergency exit row at £15 per seat British airways changed the aircraft so we no longer had the seats we had booked. I applied for a refund and on two occasions was told it was going through but received nothing. Contacted so called customers services to be told by a somewhat off hand woman (obviously does not understand the concept of customer service) that I was not entitled to a refund despite the fact that I did not get what I had paid extra to get. Avery poor experience all round.