If you pay a few pence for your ticket you should expect less customer service than baby have provided. Non of these airlines are charities. They want as much of your money as possible and to be able to provide the least possible for it. I am surprised they did not charge extra for the bus to CWL. I am sure everyone involved in the saga did not intentionally inconvenience anyone but it is a good example that it can and does go wrong sometimes. The biggest problem I see is the chance of customer brand confusion as in BA with GO. Let us hope that the regulars out of LHR don't read this and assume that the rest of bmi are the same shambolic bunch. Good timing really as baby just got its own AOC. I am very pleased to be working for a different company now.