Just got back from Heathrow having had a awesome trip in Iceland. I ended up upgrading both legs of my trip using Avios. The outbound leg was great, really good crew who really went the extra mile with everyone in C/E. Also liked the lounge and enjoyed breakfast in galleries.
I was glad that I upgraded the flight and left feeling pretty satisfied, availability appeared for the return leg and I decided to upgrade the return. (knowing that KEF had no lounge option for BA)

This upgrade actually cost 2000 Avios more per person for some reason. I had booked a coach transfer from town to the airport, which left the BSI terminal at 1:30, arriving at the airport around 2:20. Flight time 16:05.
There was 3 BA desks open, me being at the front of priority que, and around 8 others in the standard que. There seemed to be some sort of issue with a group of pax at the desk and the 2 other check in staff assisted there colleague, ended up waiting around 10 mins to be served, was then called over by an abrupt women who shouted "priority". Apart from that check in was ok, none of the staff were BA and weren't very friendly atall. Went through security, didn't see any fast track facility. Then we had a coffee and Sat in the terminal. If I'm honest by this point I was feeling slightly annoyed and the fact BA has absolutely no provisions for premium pax at KEF, if they haven't got a lounge, why don't they Atleast give some sort of vouchers for a snack and a drink in the terminal?

Around 3:20 I headed to the gate, once again was no premium feel - just one que for everybody. Proceeded to a bus waiting outside which then we subsequently was left standing on for 30 mins with doors open... Was an absolute scrum to get off and board up the steps. Once onboard and seated, the passenger in 1C complained to the purser, she then asked the KEF ground crew why this happened, and they said they are missing 2 passengers and are trying to find them, so they didn't send the bus because of that, the purser told ground crew that ba policy is not to wait for anybody, purser apologised and at this point I also said a few words about how it was a real poor show. She then said it would be getting logged and I saw her on her iPad a few minutes later. Ground crew then returned and said they have located the 2 passengers and too not offload there bags. The plane had to then get de-iced which delayed us slightly.
"Hot" towels were served before take off.

- No menu was given (The first we knew what was on offer was when the trolley came out.
- No drinks run before meal / or after
- No nuts / biscuits
- Completely rushed service with no passion given
- Many people in club had to ask for another drink and nuts, I also asked for some biscuits ( 2 packets ) but was brought one and told that is all they had.

The crew didn't seem bothered and didn't put any enthusiasm into the service, it felt like anything anybody asked was to much trouble? When infact it should be given without people asking. It was so different to the outbound leg in which the crew was excellent.

Have I got any grounds to write a letter of complaint to BA? Or is the service that I should expect from now?

I would be looking for some of the Avios back for the return leg, as I really don't feel it was worth it and was dissapointed with the whole experiance. Keen to hear people's thoughts.

James