Jetsetlady, I don't think it's fair to say that customer relations don't care (at least at Waterside) it's just like Radeng mentioned, many BA staff DO care but are bound by restrictive policies.
I can relate to what you say about helping out - I've been PM'd many times on here - to the point where you are genuinely saddened and frustrated by not being able to get anywhere.
A tip for those who are having troubles with BA customer relations - write to Willie Walsh directly. The letter goes to a specialised team. It may take longer to get a response but you should get a quicker resolution once your letter has been picked up.
Another tip is if you have had problems and a crew member, or ground staff member has tried to help but to no avail (ie wanted to but couldn't for the reasons above) it would help when you write in to name the person. A copy is sent to that person's manager which means another set of eyes is looking at your complaint letter. It may not help you in this instance but helps with the bigger picture.
Last edited by VS-LHRCSA; 18th Jul 2009 at 11:11.