Subject to load makes a fair point.
I remember hearing of one complaint to Dulux about "stains" in their paint, which he had applied to his internal walls.. The complainant phoned up, and the switchboard put him through to the phone number of the Global CEO. (Way above the UK boss). The PA took the number, and when the CEO had a spare moment, he rang up the complainant. Complainant was surprised. Complaint fixed pronto.
The other people who seem to be so much better than BA at Service recovery are Amazon. If ever I have had a problem with Amazon, deliveries, it is fixed quickly with a phone call. Amazon have far more customers than BA, operate at much smaller margins, yet fix problems as they want repeat customers.
BA do not really want repeat customers.............even Golds in F.