It's what's called "customer service excellence". It used to be very popular with successful companies, but as the BA idea of "excellence" has now fallen to the idea that a greasy burger is acceptable as a feature meal in the Concorde room, I suppose we're still on the downwards trajectory. Anyway, the CE product has been doing a fine job of diluting itself to be perfectly honest. And as is explained on this thread at length, it's very rare indeed to get any kind of acknowledgement. No-one in their right mind would take ET in the expectation of getting a free DO&Co pudding. Or indeed pay for CE to guarantee one.

I suppose you're a BA employee. Well done: the CSM yesterday persuaded me that good service standards were returning. You've reminded me that they aren't, and that the company believes that nickel and diming their best customers is the way to go. The better staff, the ones you remember and who make you want to return, are actually being undermined by a dimwitted corporate policy.