So I wrote a feedback note to BA following the BAEC changes, which is what they encouraged people to do. The queries were factual and specific. I even listed ten numbered points, in order to make it easier to formulate a response, where I requested info, clarification and background.

The first two responses were, as expected, not to the point (to say the least) and merely contained standard wordings and paragraphs from their pre-made library. Upon further contact from me, the team then decided to escalate the handling.

Dear Mr xxx,

As you have requested for your email to be escalated, I have forwarded this onto our Customer Relations department.

Customer Relations will respond to your email in due course.

Kind Regards
xxx
British Airways Executive Club


And THIS is BA's idea of a quality tailored response from their escalation team.

Dear Mr xxx

Thank you for coming back to us about the changes to the Executive Club programme.

I am sorry that you are unhappy with our previous responses. I understand that you feel that we did not take your complaint seriously enough.

I would like to reassure you that your views do matter to us, and as you fly with us a great deal, we particularly value your insights. Your views have been recorded and will be considered together with all the other issues raised by our customers at a cross-departmental group. Their aim is to listen to the customer, find out where problems are reoccurring, and put plans into place to solve them. Some issues can be easily fixed, but others may take more research and investment before they are put right.

As well taking account feedback from individuals, we do invite small groups to meet our senior managers from time to time. This allows our customers to ask questions and discuss the things that really matter to them. We also use an independent research company to survey our customers and the results of this are reviewed across the business each month.

I appreciate the time you have taken to share your comments about our programme and I have forwarded a copy of our email to the responsible manager. We will keep your feedback in mind for further changes of our programme.

I hope you will give us the opportunity to restore your faith in
British Airways by flying with us again in the future, and thank you again for giving us the opportunity to respond.

Best regards

xxx
British Airways Customer Relations


Five out of the six paragraphs I have previously received over the years as part of other communication, word by word. The only tailored part is the initial reference to the main purpose of my query. I am frankly gobsmacked.

So,
a. do they believe their customers are stupid?
b. are they stupid?
c. are they too afraid of litigation since they are fully aware they have made huge mistakes in the Avios launch

I contacted the customer services desk, and frankly the response from the customer services desk is even more damning. I am based in Europe, so this would be the non-UK one, wherever that is located.

The rep called back having discussed the matter with the manager. He had informed her that he thought the questions were too hard to reply to, and that he had forwarded them to the marketing department in the UK as general feedback. I'd say the last thing I need now, if I ever receive a response, is more garbage from BA's marketing department!

The manager declined to speak to me himself, he only fed his reply through the rep who was friendly and professional enough but obviously unable to provide any further information as to my queries.


Background info to the faithful apologists army on here: I am not a so-called Euro-cheat, I have earned enough points and have earned CCR and all that (for what it is worth). Happy to say that will all lapse now.