Just an update on my complaint above. After receiving the letter telling us to phone Customer Services I wrote another letter. I then received an apology along with £140 worth of high life vouchers. Had to phone again though as the letter said £140 worth of vouchers were enclosed but only £120 was enclosed

Had a nice time spending them on our flights to Dubai a couple of weeks ago.

Now we have another complaint in with BA as my husband's luggage did not arrive on our flight from LHR to DXB and worse still we were starting a cruise. It did turn up eventually but hubby had to buy a new shirt having travelled for 16 hours and not having any other clothes (lesson now learned to always split our clothes) and the cheapest shirt on the ship was 69 euros