We travelled lhr to mia and paid extra for exit row seats in WT. To our amazement for the entire duration of the flight (other than for take off and landing) we had a passenger sitting in the fold down crew seat opposite us. effectively our privacy and the additional legroom we paid for was compromised by having a male passenger looking at myself' my wife and my Daughter for the whole flight. He was visited on several occasions during the flight by another passenger who was occuping the crew jump seat on the opposite side of the aircraft. This certainly detracted from our enjoyment of this long flight and certainly cancelled out any advantage derived from paying a premium for exit row seats. (£55 each)

BA responded with an offer of 10,000 Avios each. I requested a refund of the £55 each but they have turned this down (Nauseating reply below) I belive there are safety aspects to this complaint ... how can I escalate this with BA?

2nd response from BA: Thank you for coming back to us. Firstly, I apologise for the delay in replying to you. I am sorry that you are unhappy with our previous response. I understand that you feel that we did not take your complaint seriously enough for the problem you had with us. Please accept our apologies.

When our customers tell us that something has gone wrong, our first response is to apologise and take action to address the problem and try to stop it happening again. Sometimes it is possible to make an immediate change. Other changes take more time.

In your email, you also mentioned that your flight was disrupted by the poor behaviour of one of your fellow passenger. I appreciate that it can be upsetting when people behave in an inconsiderate way particularly as you were travelling with your family.

On every flight, we have a senior crew member and he or she manages our response when a problem like this arises. They are in contact with the Captain too, and together they decide the best course of action. It is not always an easy decision to make, as we have to carefully weigh up whether intervening will inflame the situation or not. Our first consideration is always the safety of our customers.

I am also sorry that you did not get enough room space because of the other passenger who had occupied the crew seat. While I appreciate your reasons for asking, I am afraid I cannot refund you the amount you paid to book your seats. I am sorry to have to disappoint you.

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. We have a Senior Manager responsible for customer experience. Your feedback is vital to us because it means they can identify which areas must be improved as a priority.

Once again, please accept my sincere apologies. We value your business and we want to do everything we can to make flying with us as pleasant as possible. Thank you for following this up with us and we look forward to welcoming you and your family on board again soon.

Best regards