I am very surprised and extremely pleased at the very rapid response from BA - the office has only opened after the weekend yet the airline has sent me an immediate reply. A "contribution" to my taxi expenses and 15000 Avios. I wonder how this relates to others expectations?

Edit - update: Phoned BA Customer Relations to query the contribution to my costs rather than full payment and received a very nice response now agreeing to pay the full amount - now a very satisfied customer!



E-Mail Correspondence:

Dear
Thank you for your email dated 19 April 2013. I apologise for the delay in our response. I am sorry to learn that your flight from London Heathrow to Dublin was diverted to Belfast on 17 April 2013. I can understand how frustrating this must have been, particularly as you did not get any help from our staff in this difficult situation. As our loyal customer, I realise you had expected us to handle this situation in a much better way, and we do apologise that you were let down.

If there is a weather problem at your destination airport but the forecast suggests that conditions are likely to improve during the course of your flight, we would usually still be able to fly there. Unfortunately it doesn't always work out this way and flights get diverted to a different airport. However, we do appreciate that it can be a nuisance when this happens.
We constantly strive to provide the best of our service to our customers at all times, so that they always have a pleasant experience with us. As a valued customer, your comments outlining your own experience will be very helpful. We take our customer’s views very seriously and I assure you that we have a number of initiatives underway to address shortfalls in our customer service and to improve the services we offer.

I would like to contribute £150.00 towards your taxi expenses. Please send me the receipt to the address mentioned below, as we cannot accept scanned copies of your receipts by email.

British Airways
Customer Relations
PO Box 5619
Sudbury
Suffolk
CO10 2PG

The fastest and most secure way to settle your claim is by bank transfer to a UK account. I will be happy to arrange this for you. Please provide the following information so I can set up your bank transfer:

• Bank name
• Branch name and its location
• Sort code (6 digits)
• Account number (8 digits)

If you would like to fax us your details our fax number is or you can send your details by email. Please feel free to send more than one email or fax if you are concerned about providing all your information at once, and include your Customer Relations reference number on all correspondence.

As a gesture of goodwill for the inconvenience caused, I have credited 15,000 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.

As a frequent traveller, I agree you expect to get the highest standards of service that we pride ourselves on, each time you travel with us. We regret that we could not make your journey a pleasant one this time, which left you completely dissatisfied. I very much hope you will allow us to demonstrate the British Airways service at its best in the near future. We look forward to welcoming you on board again soon.

Best regards
British Airways Customer Relations