One thing to add here, given I know that the recent OP has had a bad experience with seating. BA's Social Media account handling has changed, and is no longer dealing with Customer Relations style queries for past flights. This team is based in Newcastle, though quite a few of the staff work mostly from home.

BA has this big fault line when it comes to complaints: if it is about a future flight or a flight currently underway, then the Engagement Centres are the best place to help, and the Social Media team is an extension of this, so you can get help via Twitter or X direct message or by putting an open Post on X. So if you want to check whether your tickets have been issued yet after changing them, or you are a Gold cardholder and want to select seats via TCP then this is a good channel.

But if your flight is over then it goes to Customer Relations, with their new CMS, a team which is not contactable by phone or Twitter. They have a huge backlog of complaints, some going back 5 months. In the past the Social Media team were able to dabble around this and do a few shortcuts to sort out easy complaints, but alas no longer. So if you are basically having a complaint about poor service on a recent flight, then the Social Media team can't help. Now I'm fully aware that means they have become the unSocial Media team, and I can't think of many large companies that work like this, but I suspect the backlog on the Customer Relations team is so big that if the Social Media team were to get too involved they would do nothing else. Which is what actually happens in other companies, so I don't quite get this Red Line mentality, there again I am not yet the owner of British Airways.

As things stand a high percentage of the Social Media team's work - perhaps the majority - is a cut and paste of "We don't handle complaints by Twitter, the complaints department is overloaded, and you'll just have to wait up to 5 months". That's the honest answer, however the Social Media team uses some more gentle phrases. but essentially it's weasel wording and wrong of them to set expectations so poorly. BA contributes massively to the rise of scammers by being dishonest in their Twitter messaging, not least: "We love to read your Tweets".