Originally Posted by callum9999

Because Twitter is public and Email is private. If they ignore your email for 2 days then no-one knows - if they ignore a frequent Twitter user then they'll be a string of tweets read by possibly hundreds of people putting BA in a bad light.

I used to think BA's customer services were terrible, but I've spent a cumulative total of 8 hours on the phone to United trying to book a reward flight and may as well have been smashing my head against a brick wall this entire time! Their ignorance and lack of knowledge (almost without exception, they were unaware that the US has travel sanctions on Cuba!) and critical reasoning was mind-blowing.