Have you tried calling British Airways as of late? Seems that their hold times are into the hours and good luck getting an email reply within a week.
British Airways has, however, beefed up their Twitter team that is now available to solve issues 24 hours a day 7 days a week.
You can access BA’s Twitter feed here.
Here’s one Tweet from now satisfied BA customer:
It cannot be a long term solution to neglect your phone lines and email reply time IF you offer nearly instantaneous service on Twitter.
People will just migrate to Twitter, start tweeting their issues and suddenly BA’s Twitter team is overwhelmed with the number of incoming messages. This has already partially happened with US airlines that used to offer excellent service via Twitter, but has already scaled down the service somewhat.