Last month the 4 of us had two longhaul flights (777-300) in First where the Wi-Fi was broken. We were shown a message from the ground to say there was a botched software update that hadn’t been tested with Apple devices (!). The payment page was also broken.

We were told before takeoff both times that the Wi-Fi would be working fine, only to find out inflight that it was broken - which compounded the inconvenience.

The onboard managers apologised and said Avios compensation was due (I’ve had 15k Avios in the past which I’d be happy with). After not hearing anything I put in a complaint attaching the evidence - again no response. I called the GGL who said it had been closed as a duplicate but promised to reopen it - 2 weeks passed with no response.

I called the GGL line again who spoke to customer relations (but refused to connect me): they said BA will not enter into any ‘further’ communication and I must contact the CAA (??).

To be clear I’ve not had any communication at all about these issues - not even an acknowledgement.

Does anyone have any idea what’s happening inside the madhouse? Would the CAA have any interest in this?

Reading the T&Cs (https://www.britishairways.com/content/information/entertainment/wifi-on-board/free-wi-fi-terms-and-conditions) of the BA First Wi-Fi offer - this was a ‘connected’ aircraft on a longhaul route where we were confirmed in the cabin, and it wasn’t an intermittent or coverage issue - so I assume there’s a breach of contract here?