I think moving on is wise in the context of the way this thread appears to be evolving!

Thank you for all your help. I am not just after cash or miles, although some seem to think otherwise (and I respect their opinions). I genuinely believe I was subjected to some pretty disgusting treatment at the hands of a BA member of staff. Regardless of who pushed who first, no one should be treated the way I was.

And I agree that the line about the refund may weaken my case, but sometimes organisations just hide behind sorry, sometimes it can feel empty and meaningless.

As I stated from the start this post was help me find out what it would be reasonable expect from BA. I don't need the cash back. I don't really want the cash back. But I also would not want anyone else to be humiliated by this member of staff.