Just click on the image, not the link. That works for me.
Here is the text:
Dear Mr X
Thanks for letting us know about the problems you had with your seat on your flight to New York on 29 December. I apologise for not reaching you through phone. I completely understand you were unhappy with the seat in our Club World cabin. I absolutely agree we’ve let you down on this occasion. I apologise for the problems caused to you and your wife.
We know how important it is for you to be comfortable and relaxed, especially on such a long flight. I realise it was disappointing that you couldn’t have your preferred seat but I’m afraid it isn’t always possible to move you on a busy flight.
In your email you've also mentioned that you and your wife were unhappy with our catering services on board. We refresh our menus in Club World every month and we include dishes that our customers tell us they enjoy. We also use Umami rich ingredients in our meals, as this improves the flavour of our food when in the air. All meals we serve in Club World are freshly prepared and we use locally sourced and seasonal ingredients wherever possible. We normally get very good feedback about our catering, so I’m disappointed to hear we didn’t meet your expectations. I’m sorry you feel let down.
We’re grateful you've taken the time to give us your feedback as it’s only through your comments we’re able to focus on areas where we need to improve. I’ve sent the details of your complaint to our Customer Experience team and I know they’ll value your insight.
Thanks again for getting in touch with us. I hope we can welcome you both on board again soon. Please feel free to contact me directly using the blue link below if I can help you with anything else.
Best regards
Shruti Kadam
British Airways Customer Relations
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