I have just finished a baggage claim with BA and I am in shock... at how good it was!

Logged the incident when I landed at LHR from DUB on Sunday night, was given a reference and told to wait for call from Antler (3rd party who replace baggage). They didn't call so I called them (and so started my frustration) and was told they can only replace to a value of £50 for my type of bag. It was a fairly large holdall that splits in 2, but cost me €160 12 months ago. They advised me to contact BA directly....

Rang BA, advised them of concern of losing £100 or so, they said "No problem, send receipt in once you buy a replacement and we will reimburse you to value of €160". The agent gave me her personal BA email address (not generic one) and money was in my account 24 hours later.

I'm still in shock...
Thanks BA - you have proved that there are decent folks who care out there!