The usual issue here is mixing up a Customer Relations issue with a current/future travel issue. Rightly or wrongly, BA has a stark wall between these issues with very different approaches. That form was a Customer Relations form and therefore appropriate for after travel is completed - complaints typically, but also things like missing Avios, ORC, EC261 / APR and the like, it is now found here
ba.com/complaints
(best log into BAEC first if you are a member).

However for future travel, then your only remedies are
- Call the engagement centre (ba.com/contact-us when logged n)
- DM on social media (Twitter, Facebook, Insta)
- Chat bot (and on to an agent if it's complex, the bot can't handle anything where extra money may be involved).
Generally BA aren't into the details of a problem, but if it's medical or bereavement related they just need that to be mentioned rather than the details. There are examples of these and similar circumstances elsewhere in this forum.