We were actually in Category 1…. hence why we were very angry that we had to do all the legwork of Category 2….

It was just such a stark contrast to our experience with other carriers -- when bags have gone missing with United and Virgin (and we travelled in either business or first as we did here) -- the company has contacted us (not the other way around) to provide an update. They were able to confirm where the bags were, delivery address and contact, ETA, etc.

With BA it was the exact opposite - no contact, no visibility of information. After 3 days of bags not turning up when I was told they were out for delivery -- turns out BA did not even provide the courier with the complete address. But then the courier did not contact me to confirm it… I just don't think that online forms and Twitter are the best channels of communication for a company's premium and gold card customers and that companies like BA need to consider their entire end to end customer experience if they want to maintain loyalty amongst their customer base.

It was just an end to end failure every step of the way and although we like the BA in-flight service and have tended to make them our preferred carrier, this experience with their poor problem resolution and after care is making us seriously reconsider….