A message to BA's head of customer services:

Your Indian contact centres are not fit for purpose. They might be 'cheap', but the staff do not speak or write English to an acceptable standard, they are not able to deal with even relatively straightforward issues, and they cause frustration and embarrassment for your UK team when minor issues get escalated up the chain.

A simple case in point: a basic overcharge on a seat reservation has now taken me two months, three phone calls and umpteen emails and I am still waiting on a refund. I now have a named UK individual on the case so I am confident of an eventual resolution, but the process has been a joke.

BA, if you give a stuff about your customer base (debatable ), then stop this madness