The colour of the trousers is a red herring on this thread. Why does someone spends £3000 on a ticket to fly Club Class rather than £500 to fly Economy? It is to enjoy a comfortable flight, to be pampered a little, and to arrive refreshed and feeling good. If he is soaked to the skin in red wine because of the incompetence/negligence of a member of the cabin crew he is quite justified in feeling short-changed. To be offered a free dry clean is not an adequate response in this situation. Over 900 people have read this thread, and I would suggest the reputational damage of a Ryanair-type response to a valid complaint causes disproportionate harm to the brand. A prompt apology, an ex-gratia award of say 20,000 Avios points, and the passenger would be happy. The cumulative effect of BA's Michael o'Leary school of customer relations will inevitably harm the company. The tragedy is that I don't think they understand this at board level. End of story.