Actually, I found BA's response:

"Thank you for your email dated 20 November 2013. Firstly, I would like to apologise for the delay in replying to you. I am concerned to learn that you had to wait so long at the carousel for your luggage. I understand how annoying it is when your plans are unexpectedly altered. I know this is not the kind of service you would expect from British Airways and I apologise for letting you down.

We aim to deliver bags to the terminal as quickly as possible after arrival, as we know our customers need to continue with the next part of their journey. If there is a delay it can be for a number of reasons, for example, valuable cargo needing to be collected first. This can prevent us from delivering the bags to the terminal as speedily as we would like. I am sorry for any inconvenience this delay may have caused.

It is an important part of the British Airways service to reunite you with your belongings as swiftly as possible and we're continually monitoring our performance. So it is helpful to hear from you.

I am also concerned to learn that you were unhappy with our boarding policy. I want to assure you that for our part in Customer Relations, we do carefully log every customer complaint we receive. All of the information we get from you is valuable to us, as we meet with our Board every month to share our customers’ views with them. This means we can invest in and improve the areas that matter most to our customers.

By way of an apology, I have added 6,000 Avios points to your Executive Club account. Please accept them with my compliments. For information about how to make the most of your Avios, please visit ba.com/executiveclub.

Thank you again for contacting us about this, and I hope that you will find everything completely satisfactory in future. We look forward to welcoming you on board again soon.

Best regards"