Thank you for taking the time to contact us about your recent experience with British Airways...I am sorry you did not receive the high level of service you expect from us...I understand why you are dissatisfied...Please accept my apologies.

We are determined to provide the highest possible level of service to our customers...This includes your contact with us before and after you travel, as well as during your journey...Your feedback is vital to us because it means we can identify which areas must be improved as a priority.

At the moment we are much busier than usual, which means we are taking longer than normal to respond to our customers...I am sorry for not replying to you in as much detail as I would like, but please be assured we do take your comments very seriously.

As a genuine gesture of goodwill towards the problems you had, I have added.20,000 Avios points.to your Executive Club account...Please accept them with my compliments.. Subject to availability, you can put your Avios points towards future bookings, or use them to upgrade your travel class when you fly with us again.. They can also be used for hotels and car hire...For further information, please visit ba.com/executiveclub.

We know we operate in a very competitive market and genuinely value the confidence and trust you place in us when you choose to travel with British Airways.. Once again, I am sorry you have been so disappointed.. I do hope that we can welcome you on board again soon.