Originally Posted by Misco60

For too long, British Airways' management has appeared to believe that the small things don't matter and they have chipped away at them relentlessly to save a few pennies in the apparent belief that we, their customers, either won't notice or won't care. It's the attitude that has led BA to become a miserable, penny-pinching outfit that is a nightmare to deal with and too often even to fly with.

You have a huge hole to dig yourselves out of, and insincere apologies won't help.