I wrote to BA about 6 weeks ago with a potential security issue. No reply, escalated it-no reply, escalated to Sr Cruz office., no reply so now I will send it to CAA since it was fairly serious (mis matches of pax and baggage details on reservations system which i do not think is supposed to happen). So BA clearly just do not care about anything except money (check out the extortionate seat reservation fees on long haul and why is it different to short haul anyway).
Compare with BT where I had an issue mishandled by customer service staff, wrote to Chairmans office and two days later got a call from someone who sorted it all out and gave me £25 as a gesture of goodwill.
BA are falling badly behind, especially in J which is really dated and ludicrously cramped and cannot rely on Avios hoarding business pax for ever