Dear Mr XXXXX



An apology from British Airways

We’re very sorry to hear about your recent experience with us. This isn’t what you should expect of us, and we understand why you needed to complain.

Thank you for letting us know – please be rest assured that your feedback has made a difference. Your comments have been shared with the relevant team and we’ll be using them to help us to improve. We’d also like to thank you for your patience while we got back to you.

We’ve added 5,000 Avios to each of your Executive Club accounts 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.

Once again, please accept our apologies. We hope to welcome you on board soon.

Best regards



Fatima
British Airways Customer Relations