I am sympathetic that your agents followed advice from the Canadian Authorities. Of course that is the way to go and from legal perspective right for BA to do.

However, it matters what was asked and if whom you asked are very familiar with new work permits. I wonder what questions were asked. Details as to work permit issue date etc. matter.

Second, while I was asked repeatedly for an ETA and even encouraged to set up a new one, my work permit has it automatically attached. Perhaps I could have looked it up, but not in the flight connections area without wifi...and in fact, I do not even need to print the ETA.

http://www.cic.gc.ca/english/visit/eta-facts-en.asp

Finally, BA's statement in the explanation that 'with only a work permit' I am not admissible to Canada is wrong because all work permits issued after August 2015 come automatically with an ETA. So I had the work permit, the automatically issued ETA, and my valid passport. And as stated before, with that I can enter Canada and did so twice that week including the next morning. That's rather clear circumstantial evidence that what I had was sufficient to enter Canada and perhaps not the right questions were asked.

Also making a Gold member in Business Class stand for almost 90 minutes in the Flight Connections area without a place to sit, without anything to drink, without wifi to do research and perhaps rectify the situation on his/her own is just poor customer service.

Hence, while from a legal point of view you are not liable to reimburse my additional expenses, you could have done so from a customer service perspective.

I am actually surprised that premium customer retention is apparently not intended by BA. Hence, the first 42,095 actual miles flown in January and February 2018 I booked with other carriers. Maybe you and your supervisor can reconsider the decision or offer another sign of goodwill, e.g. in the form of Avios or another form of your choosing. I leave it to you. Thanks for understanding my perspective.

Thanks for your reply email. I'm sorry you're still unhappy with my colleagues' previous responses.

When we liaise with the relevant authorities about travel documentation, all factual information to hand is shared correctly and confidentially. We seek the professional guidance of those who are experts in their profession. Please be assured the correct questions were asked and answered during our discussions. As we've previously advised, once the decision was made by the Canadian authorities to deny entry, we're bound to adhere to their decision.

As travel authorisations are primarily held electronically, checking this with the Canadian authorities can be done swiftly. However, Electronic Travel Authorisations, visas and work permits are extremely complex and must be thoroughly checked before a decision can be made if a passenger can travel. It's disappointing to hear during this time our staff didn't offer to make you more comfortable during your wait, especially as an arriving Club Europe passenger. Please be assured this has been fed back to our Customer Experience team.

While I appreciate why you're asking, we're not able to offer a gesture of goodwill for this as the decision to deny entry was made by the Canadian authorities. I'm sorry to disappoint you as I know this isn't the answer you're hoping for.

Your loyalty to British Airways as a Gold member of our Executive Club is greatly appreciated. We hope you have a great flight with our partner, Cathay Pacific, from XXX. If there's anything else I can help with, please don't hesitate to contact me directly using the blue link below.