Total inconsistency is my experience. Their replies can also include actual lies. That is, deliberately not telling the truth. In writing!

If you read the BA site for long enough, you will hear it all - from Great to Awful. It is the current BA culture that only the CC really "get" customers. And even CC can have off-days. No-one else appears to care, other than the Engineers, of course.

If you decide to stay with BA, on each occasion you get one of these niggles or other complaints, get the top CC person to record all the details in their ipad.