I've just received a reply from CS regarding my complaint for this flight (and my luggage going AWOL on the way back). When I was reading it I thought I was in line for some serious amount of Avios - disappointed only to receive 5000!

Dear Mr Day

Thank you for your email. I'm disappointed to hear about the issues you and your wife faced on your journeys to and from New York in July. I appreciate being Gold members of the Executive Club travelling in First Class you deserve the highest standards when you travel and I'm so sorry we have let you both down on such a special occasion.

I realise your flight BA0177 to New York was delayed on 14 July. I’ve had a look at the information we have about your flight and it was delayed, and then diverted to Boston because of adverse weather conditions. We always want to maintain a stable operation and we’ll only delay an aircraft if we really have to, particularly as it affects our customers and their plans. Our Operations team investigate the reason for every flight delay and this tells us where we’re going wrong. I'm sincerely sorry for any inconvenience caused.

I realise our Customer Service managers didn’t provide you with enough information and this certainly isn’t the service you would expect from us. We do try to keep our customers as up-to-date as possible about our delays, however it is common for information we have to change quite often and we would only provide information which is beneficial to our customers. It's concerning to hear your delay was prolonged as no member of staff was trained to be able to move the rear step. I will pass on your feedback to our Customer Experience team who I know will share our concern.

I realise you found the cabin too hot during your flight to New York and I absolutely agree this isn’t what you would expect when you travel with us. I apologise our crew couldn't make you and your wife more comfortable. It's concerning to hear you weren't offered more refreshments and you feel the service was poor. Our staff are highly trained and we are very proud of the service we offer, so I'm sorry they weren't as accommodating as we would expect them to be. I appreciate how difficult this journey must have been for both of you.

I understand your flight BA0177 to New York was delayed after having to divert to Boston. I'm sorry to hear you missed out on a wonderful evening. I hope you enjoyed the rest of your trip to New York.

I'm aware your frustration would have been further compounded when your flight BA0182 from New York was delayed. I understand we offered you an earlier flight and I'm sorry to hear this caused such significant disruption. I'm pleased to hear after such a disappointing start to your journey the service from our cabin crew was excellent. I will pass on your comments to the manager of the crew involved who I know will value your insight and such positive feedback.

It's concerning to hear that when you finally arrived at your ultimate destination your baggage was delayed. I'm sincerely sorry for the miscommunication you received at the airport, regarding the time your bags would be delivered. It's unacceptable to hear about the level of customer service you have described. I'm sincerely sorry our staff seemed so unhelpful to your predicament. Would you be able to advise if you were given a World Tracer reference by any member of staff?

We don't normally offer any form of compensation for these issues, however on this occasion as a goodwill gesture I have added 5,000 Avios to each of your Gold Executive Club accounts. Please accept them as an apology. Subject to availability, you can put your Avios towards future bookings or use them to upgrade your class of travel next time you fly with us. They can also be used for hotels and car hire. Please visit www.ba.com/executiveclub to find out more.

Once again, thank you for contacting us and providing such invaluable feedback. We really appreciate receiving this kind of feedback from our customers as it helps us to look into any areas we need to improve. We value your loyalty and support as Gold members of our Executive Club and look forward to you flying with us from Edinburgh on 07 October where I hope we can show you British Airways at its best. If you require any further assistance please do not hesitate to contact me using the blue link below.


Best regards