Originally Posted by RFT72

I raised a complaint to BA and after 2 months and a further email to ask them what was happening with my complaint they responded by saying 'Sorry'.

I responded suggesting the least they could do was refund the cost of my flight. They responded and simply said 'Sorry' again. Should I just accept their apology and move on?

Originally Posted by HilFly

... he just wants BA to acknowledge that he was treated very badly. In the absence of a suitablely worded apology, the OP has latched on to a more tangible sign of atonement.

Originally Posted by RFT72

BA response:

Thank you for your email dated 20 January about the experiences you had boarding your flight to . I appreciate your patience while I investigated this for you, and I am sorry for the delay.

I am concerned to hear about the incident you describe involving another passenger assaulting you before you boarded your flight. I have discussed this with the crew involved and I am very sorry this incident escalated into you and another passenger almost being offloaded from the flight.

Incidents like this are rare when flying with British Airways, and although this was very distressing for you and your family I am pleased you were able to resolve this with the Captain and be able to fly to Edinburgh. A report was filed at the time for an internal investigation to take place, and any appropriate action to be taken to prevent a situation like this happening in the future.

I know I cannot change the experience you had, but I hope you can accept my sincere apologies. I appreciate you bringing this to my attention and for giving me the opportunity to respond to your concerns. I hope we can welcome you on board in the future.