It's been a downward trend with BA's customer service, trying to get through to someone that can actually help you is nearly impossible. Very frustrating experience and would definitely make me re-think my choices next time I travel. Forget about getting through to the social media team or over the email, I sent an email last Monday and yet to receive a reply. And if you are anything but gold member, you will not get through to any helpful agent over the phone. Very disappointing experience with BA.