I got this too and it has actually made me quite angry. I am not a “write an email to the CEO” type of person, but I have just sent the below to Sean Doyle (forwarding the apology email). It encapsulates my current feelings about the airline and I hope at least someone there reads it.

(Thanks to KARFA for the stats…)

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Dear Sean

I am a long-standing and loyal BA customer (like many others), and long-standing Gold exec club member.

Having spent nearly 5 hours waiting around for baggage at Heathrow yesterday (having arrived on a flight from Chicago which was late; and then sat around for 30 minutes on the aircraft on the ground waiting for a bus to arrive), I am afraid that this email does not even remotely cut it. In fact, it has made me very angry indeed. Do you really think it is remotely acceptable for someone flying in First to spend 5 hours sitting on the floor waiting for baggage? Really? And please don’t point to nonsense about the weather. BA cancelled more than 60 arrivals and departures from LHR yesterday. No other airline cancelled any. Was the wind particularly bad at T5, perhaps? No, I thought not.

I am sorry for the tone of this email, but to be blunt I am sick and tired of receiving emails from BA which are either: (1) an apology; or (2) promises of good things to come.

At the moment, the simple reality is that the airline is an operational mess, offering - at best - a distinctly mediocre product. I spent a lot of time last week flying domestic first class in the US. The fact that I was genuinely impressed by those flights (punctuality, clean aircraft, priority baggage, properly enforced priority boarding) speaks volumes about just how poor the BA of 2022 has become.

I really hope that you sort things out, but I am afraid that this weekend has probably been the final straw for me.

All the best