After over a year of the global pandemic, my family wanted to spend a few months in the Philippines so we booked our tickets (my wife and our 1.5-year-old son) to fly in November 2021. We bought return tickets with the travel agent, Travel Up and our original booking details are: 29th of November British Airways flight from London Heathrow to Singapore departure 21:50 arriving 30th 18:45 then 30th November Philippines Airlines from Singapore to Manila departure 19:45 On 19th of August, British Airways emails that our flight to Singapore changed and departs at 18:50 on the 29th. On 16th of September, I received an email from British airways that our flight to Singapore changed and departs on 30th of November at 18:50 – that means I cannot board our flight to Manila as I would arrive in Singapore too late to catch the flight At the beginning of November, I called and emailed Travel UP several times a day for several days to help me. On the 8th of November, we emailed Travel Up to help us access our booking via their website. James Anderson the Admin Officer replies that we need to visit the airline website to access our booking. On the same day with James's advice, we called BA and they tell us that we need to contact our travel agent as it was booked via third party. We told BA that Travel Up told us to contact them. On the 11th of November, I chased my email with Travel Up and I chased this again on the 13th of November. On the 16th, my wife managed to get through to Travel Up agent, Roman Vincent and explained to him our situation. He sends us new flight details: BA 011 30 NOV LHR SIN 18:50 PR 508 02 DEC SIN MNL 14:10 Few hours later he also sent us another option: BA 011 28NOV LHR SIN 18:50 PR 508 30NOV SIN MNL 14:10 Same day we replied to Roman that we would like to confirm the flight on the 28th of November with 9 hours stopover. We also asked if there are any earlier dates with a shorter stopover than 9 hours and said we are happy to fly from any airport in London and open to different stopover not just Singapore. On 17th November, I asked Roman to get our new e-ticket confirmation for the new flight. Same day, we get an email from Roman telling us: “We have observed that Airline cancelled your Flights we are trying to Find the Alternate Flight options with day earlier or later Unfortunately there is no options are available we can only able to offer you two below options. A 100% credit voucher for the full value paid to us. This voucher is valid for use within 12 months from your original departure date and can be issued immediately once we have received approval from the Airline/supplier. A cash refund. This process will take an extended period of time due to the speed and response of the airline/supplier, their internal process and the payment process that allows your funds to be returned to us as the agent. We do not currently hold your funds these are with the airline/supplier. A cash refund will incur a £50 transaction handling fee which is a small contribution to the costs incurred.” I immediately replied: I would like my old flight with 20hr stop over can you please confirm this ASAP as British Airways said this flight is going ahead. On 18th of November after several calls with BA, I emailed Roman again “Please can I confirm the flight on the 30th with the 20hr stopover? I have contacted BA and they have confirmed to me that the flight is available for us and need Travel Up to confirm on their side. Please confirm as I do not want to lose this flight. Please can you send me the ticket confirmation for the 30th asap?” On 19th of November, we confirm that we are going to fly on the 28th of November After days of calls and hours on hold with Travel Up, we managed to get a flight with over 40 hours stopover and there was nothing else they could do but offer the 40 hour stopover. Travel Up also told us our booking has been cancelled but when we called British Airways within the same hour, they told us our booking is still in the system and that all we needed to do is to tell Travel Up we confirm the booking. Travel Up also confirmed to my wife there were no other flight options available for the 25th November through to the 10th December to the Philippines. My wife challenged them as while she was on the phone to Travel Up, dates and prices for those days were available on their website for her to book. She told Travel Up that our family will go to the airport for our flight despite Travel Up still insistent there is nothing they can do. While on call to British Airways to confirm the same booking, Travel UP called us back and immediately gave us new tickets with over 40hours stopover in Singapore for the 28th. It was baffling as to why they offered such a long stopover when there were available flights from Singapore to Manila with the same airline. At the airport for check in with British Airways on the 28th with our negative £300 PCR test and £210 travel insurance, British Airways agent told us we need Singapore Vaccinated Travel Pass. I explained we do not have one as I received this notification email on Monday 22nd but you need to apply 7 days before your departure (flight was on Sunday 28th) therefore I could no longer apply. I also checked the Singapore Government Agency website and there is no application available for VTP for transit passengers. British Airways agent then told us that if we are over 24 hours in transit in Singapore, you need a Singapore Vaccinated Travel Pass. He made it clear that if we change our flight from Singapore to Manila from 1st of December to 30th of November, we are going to able to check in today and board the flight. He told us to contact Philippine airlines and so we did where Philippine Airlines told us “sorry, we can't help, you need to speak to Travel UP to make any changes.” We were so desperate to fly on Sunday 28th that I directly called Philippine Airlines and booked tickets with them. I paid over £1400 for the flight from Singapore to Philipines on the 30th but I was just ecstatic to go. With the new ticket in our email inbox, we tried to check in again (with a different British Airways agent) and they said we cannot check you in as you need Singapore Vaccinated Travel Pass. One agent told us earlier yes you can fly but then another one said no you cannot. After hours and hours at the airport they said we cannot help you please contact TravelUP they will be able to move you to another flight and help you with the booking. British Airways said do not worry your money is safe - you are going to be in Philippines soon we want you to travel but please speak with Travel UP. They gave me the email address to Travel Up to explain the whole story. British Airways could not help me with hotel accommodation or even transport home. I already sold my car, paid the last rent and had nowhere to stay with my wife and our 1.5 year old baby. Before we left the airport on the 28th, we emailed Travel Up of our situation and five days since, we still have not received any reply from Travel Up other than “you need to confirm your email address associated with this booking number.” In the meantime, I get a text today from BA 3/12/21: “It`s time to upload your COVID-19 travel documents to Manage My Booking. Once verified, you can check in online 24hours before your flight.” I login in to my booking and there is information that my flight is on the 5th of December. I did not agree to this! It is appalling to say the least that nobody has helped us with our booking from both sides. We have been constantly bounced back and forth and advised of conflicting information. I will be sending this email o Travel UP, British Airways and our insurance company and I will be sure to post this on all social media platforms so that the public is aware.