It's the situations where one individual experiences a seemingly never ending "drip-drip" of niggling problems, such as those you describe above, that BA are poor at recognising.

Total disasters, cancelled flights, and major service failings, they are reasonably good at handling, and especially so when the passenger(s) involved hold status and/or are travelling in a premium cabin.

But where you recount a saga of repeated niggles, you can't get a satisfying response because it seems like it doesn't fit neatly into the workflow - they can't just tick a box saying "Damaged bag" or "Faulty seat" or "Cancelled flight".

I do feel that a lot of the boilerplate is terribly passive-aggressive these days and in need of reviewing. In some cases it's almost blaming us for having unreasonably high expectations such as the seat area being clean and not worn or threadbare, bits of aircraft trim not to be hanging off or falling on us, the IFE to work properly, that sort of thing. To paraphrase Basil Fawlty, "Don't you know, they are trying to run an airline here!"

Also because of the way the Customer Service data is handled and processed, it feels as though our comments do not make a real difference anymore, if they ever did, nor are repeated negative experiences of an individual clearly understood by those in a position to drive change.