Myself and three other violinist were forced to pay an extra £240 early December to put our cases in the cabin on the way to Jersey for a concert. BA has admitted that they didn't follow their own policy, and have refunded the other three around Christmas time. The lady ignored my claim, apparently because I was on a different booking reference number (she has all my relevant details though). If you'd like more details, type in "British Airways Rita Manning" into Google, to see the Sun and other articles relating to it.
Since four weeks ago when I discovered the reason I wasn't refunded, I messaged the lady at BA online numerous times. I've phoned the customer services twice, been on hold for over 1.15 hours, and assured both times that she is aware of me, and will phone me back within a couple of days. The last time I was told that was exactly 2 weeks ago.
I feel enough is enough now. So my question is, does anyone have an address higher up in BA where I can send a letter of complaint, about both the lady and BA themselves? Any other advice about how I can force a response from BA, other than the small claims court (buy an address would be helpful in that case!)?
Many thanks for your help.