[karenlee]

I have written to BA customer services 3 times - a couple of years ago, I wrote to complain about being bumped off the E-Exit row seat for which I had paid extra, and again this week after feeling REALLY fed up that, for the third booking in a row, my flight had been cancelled/rescheduled and the rebooked flight caused a substantial change in my plans which will end up costing me extra money (is this now how they do business? cancel a flight if it's not totally booked up or something?)

In addition, I wrote to them separately requesting some information.

I don't believe any of my correspondence was read. The replies I got were just simply templates of some sort, with very little reference to the points I mentioned.

Even the one requesting information - I got back a template which seemed to have been lifted from the BA website. Customer Service, I am QUITE capable of reading, and I wrote to you for CLARIFICATION of what to me was ambiguous information. My actual question (on page X you say this, but on page Y you say that, which is correct?) was not even referenced, let alone resolved!

Does anyone else get the feeling that replies are created automatically depending on which drop-down heading you select from their form, and that no-one even reads what you wrote?