BA just sent this email out, presumably to all PAX flying over the weekend…
Dear Customer,
I am writing to you as a valued British Airways customer that either travelled with us or was due to travel with us this weekend to apologise for the disruption you no doubt experienced.
Although our pilots managed to land our aircraft safely and skilfully in the extreme weather conditions presented by Storm Eunice, we know that once you were on the ground we weren’t able to provide you with the service you expected. We always try to ensure we’re ready to deal with the difficulties a situation like this throws at us, but often the events such as extreme weather on the ground can significantly hinder our ability to safely offload customers and bags. I know that this was an extremely frustrating experience for which we are deeply sorry.
Our customer relations team are working 24 hours a day, 7 days a week to assist you and we will address your query as quickly as possible.
Online support
If you have experienced disruption and need support from us, please visit ba.com/helpme where you can manage everything online.
Reuniting you with your baggage
If you are awaiting your baggage, it is our priority to reunite you with your baggage as soon as possible. You can report your missing bag, track progress and keep your details up to date here.
Claims
If you have put in an online claim, please be assured that we are working on these and you will receive an email every week to update you on the status.
Once again, I want you to know that whilst you may not feel it at the moment, we really do value your custom and appreciate your patience as we work through the backlog. We really hope we’ll have the chance to restore your faith in British Airways and offer you a warm welcome in the future.
Tom Stevens
Director of Brands & Customer Experience
British Airways