“Sadly, he declined to leave a business card, so couldn’t have been that important to him, really.”
The other reason could be he’s had his fill of the standard cut and paste BA response that seems to go out in place of a real response.
I got one of these when I complained about a security breach and expressed concern and received a standard, out of context reply. When I replied that the response was not what I expected, I was credited with 5,000 avios.
Neither response was appropriate for the subject and I guess I’m probably not the only person who feels that contacting BA is a waste of time, I just avoid them wherever possible and put up with them, when schedule dictates.