I have a lot of sympathy here, and the situation back in December sounds a difficult situation where BA fell well short of what you would expect in terms of customer care.

But I also wanted to focus on where the post started (I think).

Maybe we are overthinking things (as usual in this forum ), but I do find it strange how we seem to frequently see a goodwill gesture or compensation issue being mishandled in the execution. I have just experienced the same on the TLV ticketing issue, where there is a goodwill gesture but there is no information from the company directly, limited and conflicting information from the travel agent and a clunky, difficult process (involving having to create a false credit card transaction) to redeem it.

It strikes me that BA really need to focus on actually making these gestures clear, simple and properly resourced (in terms of staff training, information dissemination and customer communication). As we see here, this is especially important as the company will already have suffered some relationship or reputational damage with the customer concerned.