The BA Executive Club Newsletter received on 10th April.
"I recognise that we have let customers down."
"Dear Mr Frost,
I was looking forward to telling you about the success of Terminal 5 this month, however, as you will be aware, we have experienced operational challenges since the opening of the terminal. I have spoken to a number of members personally and I recognise that we have let customers down. I, along with the rest of the team at British Airways are dedicated to meeting your expectations for Terminal 5 and offering you an improved experience.
If you are flying with us in the next few days, can I recommend that you check ba.com for the latest update or call us on 0800 727 800.
Our member offers this month include savings on Taste of London Festival tickets and bonus BA Miles with High Life Shop.
Executive Club Manager"