Write to the CEO.
Email:
keith.x.williams@ba.com
Copy His Boss.
Email:
willie.walsh@ba.com
Copy Customer Services Director
Email:
silla.maizey@ba.com
You wont actually get an answer from them...
Instead you will get an 'almost' automated reply from Customer Services, brimming with platitudes and 'appease customer speak'.
Copy it and resend it to the emails above, requesting a proper reply...
Good Luck