you should have received this immediately
but don't expect anything from customer relations.
i wrote them a 3-page letter explaining my family's disappointing experience on J LHR-HKG. i also mentioned my painful process with the mpc and kindly requested for clarification on some issues from them.
On 1xth day, they finally gave me a generic reply, saying that they are blah blah blah dedicated to provide the best service in air, but didn't response to the incident.
and for the mpc part... it is already Day 30. no response at all.
Furthermore, concerning your feedback regarding the Marco Polo has been forwarded to the relevant departments for their attention, who shall be
contacting you as appropriate.