A little less then a year back, I got a nasty experience (missed 3 flights plus lost baggage). I was tired, wanted to go home and got a little stressed out, which when a BA employee realised this at LHR, provided me an e-mail address which I later used to show my contempt.

The address in question seemed to be the personal one of someone pretty high up as I got a reply in 24 hours with a ton of miles credited for free to my account as well as apologies.

I was actually well pleased!

But, I forgot to keep a copy the address in question and kick myself for it now as I sure could use this again for my lost miles... I might for once get one of the 'real' people in charge to move things along.

What a bummer.