I’m a bit surprised by this. Often the tone of responses to posts such as the OP’s is along the lines of “What are you doing moaning on here? You need to let BA know of your complaint.”

Of course we can debate the efficacy of such an approach, and the likelihood of BA to make changes based on this feedback, but surely calling BA’s attention to these multiple failures - whether to the CEO or via the more traditional customer service channels - is the right thing to do?