My wife continued to fly using her maiden name, but now her passport is due for renewal is changing from Miss AW to Mrs AJ. We've tried twice to upload a PDF file of our marriage certificate that's within the guidelines to the BA website to confirm this name change for her Executive Club account, however both time we've had the following response:

Dear Miss W

Thank you for emailing us recently.

Our records show that when you emailed us, there was a technical problem on our website. I am afraid your attachment was not included and we cannot retrieve it. I am sorry for any inconvenience this may cause.

It is rare we have this sort of problem and we are disappointed that it happened – especially as it means we must ask you to resend the information.

To email us the extra information we've asked for, click on the following link:
http://www.britishairways.com/ecsupportingdocs

You will then be asked to log in to your account. Once you have logged in, you will need to fill in the 'Send us your documents' form. From the drop-down list for 'What is your reason for contacting us?', select the relevant option.

We accept files in these formats: JPEG, PNG and PDF. There is a maximum limit on the size of attachments, so it does help if you can reduce the image resolution as long as all the details stay clear and legible. Remember to include your case number.

Please check you have attached the document(s) before submitting your request.

Again, please accept our apologies and we look forward to hearing from you.

Best regards

<BA associate>
British Airways Executive Club

Has anyone else experienced this issue recently? Also, is there a real email address that we can use instead of the web-based form?

Many thanks

MJ