Thanks, Over Flare, for your feedback.
I do wonder the degree to which senior management has been insulated from customer dissatisfaction. Just look at BA News and the constant "boosterism" about just how good the airline is supposed to be. For example, crowing about how good service recovery is. My more recent experience is of waiting months for email complaints to be responded to and even, on one occasion, a claim that my emails could not be found.
Service recovery at BA has not always been bad. I remember when the company restored my goodwill by crediting my Executive Club account with complimentary BA Miles. This constituted reasonable compensation, in my view. Willie Walsh has spoken about "getting the basics right" but this hasn't been happening, as the events at T5 show so clearly.