On a couple of flights over the last few years I have had issues with the hard product and/or service that involved the IFM/IFL to come by and apologise. On both occasions they offered to lodge the issues with Customer Services by filing it on their iPad after the flight. Both times they needed me to give them my e-mail, which I did, and a day later I got an e-mail giving a case reference number. The more recent one resulted in a call from Customer Relations within 2 days of returning home. It was reassuring to see this level of response and having a named person on the issue while it's being investigated further gives confidence that BA being proactive.

From my experience it meant that once I had spoken to the IFM/IFL I could trust the process and didn't have to re-tell the issue and log it again. I'm surprised that this wasn't the approach taken here from the description of the incident. Ultimately, I've been impressed with BA in this area as they seem to have improved in this respect.