BRITISH AIRWAYS REPLIES:

We’re always disappointed to hear from a customer who feels our service hasn’t lived up to expectations. We pride ourselves on offering a premium service to customers, whatever cabin they’re in, and seek feedback from them after they have flown with us.

BA will be investing £4.5 billion over the next five years in new aircraft and interiors to enhance our customer experience. Customers will be able to enjoy in-seat power and high-speed wifi on all flights, as well as new in-flight entertainment systems. By 2020 we will have received 100 new aircraft in less than a decade.

Customers travelling in Club Europe are offered the use of our spacious lounges, dedicated check-in desks, additional space on board, complimentary catering, priority boarding and disembarkation and a more generous baggage allowance.