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I think it’s good if BA spends time acknowledging its most important customers. It plainly does do this, as PatJordan’s experience illustrates.

If you’re the sort of person who believes they are so important that wasting the time of a CEO will inflate your ego, or make you buy more, erm, Gas, soft furnishings or Taste the Difference profiteroles, then good for you.

I would imagine the “personal” response you received cost many hundreds of pounds.