BA customer service robots
 

I have a situation where I paid for exit row seats but a change in aircraft type meant that the seats which had been paid for were no longer an exit row and I had my knees under my chin for a 4 hour flight. The extra cost was around £80 for two seats and I would like a refund but however much I try to explain the problem, I keep getting a standard reply (4 times already) that seems to be automatically generated. 'You booked seats 12A & B and that's where you sat so you aren't due a refund - read the terms'. Is there a simple way to get past the robots to someone who reads the complaint and understands it?

A Twitter post often gets a company's attention.

Indeed, I used that a year ago. BA replied privately with a DM but the problem was fixed.