I recently raised a complaint with BA. About 8 days later, I got a response entitled "Thanks for getting in touch". The email read:
Dear Customer,
Reference: 25XXXXXX
Thank you for taking the time to contact us. We understand why you needed to get in touch. We apologise for the time it has taken to get back to you and thank you for your patience.
We’ve added 5000 Avios to your Executive Club account and we hope this goes some way towards making up for your experience. You can exchange Avios for flights, upgrades, hotels or car hire – please see ba.com/avios for more information.
Below we’ve listed out some of our most common topics for queries, to help you get to the right place. Alternatively, you can find more help on our Contacts and FAQs page, where you may also find our Chatbot function useful.
And then continued with a series of links for different issues.
The email doesn't address my complaint or even attempt to resolve it. I also haven't received the 5000 Avios they've promised.
When I've raised complaints previously, the response has come from a named person and although often somewhat missing the point, they did at least seem to have read my complaint. Any service recovery gesture has also appeared in my BAEC account instantly.
Has anyone else had this - is it just a generic holding email before BA actually replies to my complaint, or should I respond asking them to actually look into my complaint?