I wrote a blog on March 19 about a recent experience with BA. The airline provided the response below and I am pleased they provided the feedback to the airport. Matter closed, and I hope to make another trip.
Hi Andrew. We’re sorry it’s taking so long to update you about your complaint. We’ve passed on your comments to both Madrid Airport and to our service providers at London Heathrow. They’ll use this information to improve their services going forward. I know this doesn’t change how poor your experience was at the time and we are very sorry. To show how much we appreciate your support, I’ve added 10,000 Avios to your Bronze Executive Account. Please accept them as an apology. Subject to availability, you can put your Avios towards future bookings or use them to upgrade your class of travel next time you fly with us. They can also be used for hotels and car hire. Please visit ba.com/executiveclub to find out more. Once again we apologise for the inconvenience and discomfort you experienced on your trip to Madrid and we look forward to welcoming you board again soon. ^DaveT