I have never had to contact Customer Relations before, but following a recent flight from JFK back to London, it was necesary. IFE and food issues arose during the flight, namely that the food was awful, and the IFE did not work... I was expecting, from what I had heard on here, a bvery bog standard response and some sort of template e-mail... however, I was very pleased with the response:

"Dear Mr BingBong,

I am sorry that the onboard entertainment for your seat did not work properly. It must have made your flight less enjoyable and been very frustrating for you. I am also concerned you were disappointed with the meal we served on board. You have every right to expect the best when you travel British Airways and I do apologise for letting you down.

We do try to move customers to another seat if this happens, but when the flight is busy, it isn’t always possible. Our crew recorded the fault, which was passed straight to our engineers at the end of the flight. It means that they were able to schedule the repair immediately.

We also care about the quality and presentation of our food on British Airways flights. It is an aspect of our service that we work hard to get exactly right, not least by paying close attention to our customers' views. So it is very helpful to have your own observations. I will make sure a report goes to our catering team.

I would like to reassure you that we do listen and take account of what our customers tell us about onboard announcements made by our staff. A group of senior managers from across the business look at the problems our customers face, and how we can improve. Some issues are easy to fix quickly, and some may take a little more time to put right. We want to iron out the difficulties, and our chief executive expects us to make continuous improvements across all areas of our business for our customers.

By way of an apology, I have arranged for your Executive Club account to be credited with 10,000 BA Miles.

I'm glad, though, you were happy with the service on your flight to New York.

Your business is invaluable to us and we appreciate that you have a choice when it comes to booking your flights. Thank you for getting in touch and for giving me the opportunity to respond to your concerns.

Best regards

XXXXXXX XXXXXX
British Airways Customer Relations"

Ver pleasant response indeed.