My brother in law was booked on a first class ticket to fly from JFK to LHR and on to CCU on 27th June 2003. He was a Gold at the time with his membership year ending on 30th June. He needed 320 points to requalify for Gold. His JFK/LHR/CCU trip should have given him 330 points, just enough to requalify. On the day of departure at 2 PM, BA contacted him and left a message with his secretary to say that BA114 (dep 9 PM) had been cancelled that day and he was rebooked on BA174 (dep 7 PM). He was not prepared to leave 2 hours early, so he contacted Special Services at JFK and they "rebooked" him on BA116 (dep 11PM). When he arrived at JFK at 8 PM, the check in staff told him he did not have any reservations. He explained the cancellation and the rebooking by BA reservations and then by Special Services, but the check-in agent insisted that the resrvation had been cancelled. When he requested to speak to Special Services, he was told that they had gone home for the day. In any case, they insisted, there were no seats and there was nothing they could do for him. He asked to speak to a supervisor. He was able to speak to someonone at 10 PM, who told him that someone had accidentally offloaded him from the 11 PM flight and that he could put him on a standby list for the 11 PM departure in Club world. He was given a Club World boarding pass at 10:45 PM. For all this time, he was standing at the ckeck-in counter. The supervisor told my brother in law that BA Customer Relations will contact him about a refund for the involuntary downgrade and compensation for the inconvenience.

When he checked his online statement, he discovered that he had received tier points for Club World for the JFK-LHR flight and therefore missed requalifying for Gold by 50 points. It's now more than three months and no one from British Airways has contacted him.

Any suggestions on how he should go about addressing the issue of the treatment he received at JFK, the involuntary downgrade, the loss of tier points that he needed to requalify for Gold. Thanks for your suggestions in advance.