Disappointing service and ******* from British Airways

Im writing this complaint once more and hoping to get some sort of response .I managed to get a hold of the British airways Customer care today after holding on for more than 45 minutes and when I finally asked to confirm the email address for complaints which they confirmed it to be : ***

I then said this is the exact email address i used to address my concern on November 16th which was more than a month ago without reply and their response was that their email box was full and for me to send through my request again and then as i was going to ask further questions, the phone-call dropped which i found unusually convenient fro BA. Im hoping to get some sort of response God willing with the same concern which im repeating below

Dear Sir/Madam

This email serves to express my utmost disappointment, when a Cape town based British Airways Check-in officer charged me an additional amount of R440-00, to check-in a food parcel onto one of your scheduled flights to Durban International, on the morning of Saturday, 30 October 2021. Note that my luggage (hand and check-in) did not exceed the published weight limitations of your domestic flights.

This food parcel, which was securely packaged and wrapped in a suitable carry-on bag, could easily have been taken onto the aircraft as normal hand luggage. The bag in question contained only a few pieces of frozen fish, which cost me approximately R250-00. Previously, I did not have to pay any additional fees for taking frozen food on board any domestic airline (including British Airways). If I had not declared this, I could have easily boarded the aircraft without having to pay an extra cent.

The British Airways agent at the check-in counter, insisted that I pay the additional fee as mentioned above, but the security airport officials advised that I should not have paid this, as I had less than 7kg in total hand luggage with me, and I hence didn’t exceed the allowable hand baggage allowance. Another British Airways employee (at the Parcel Counter) also agreed in saying that I shouldn’t have paid any additional amount.

What I’d like to request your clarity on:

Why did I have to pay in an extra amount to take this small parcel of frozen food on board your aircraft? What are the airline regulations in terms of taking frozen food on board and where are these regulations published? Why did I not have to pay in any extra amount on previous domestic flights (including British Airways) when taking frozen food on board? Why do different airport officials (British Airlines and ACSA Security) have different opinions in this matter?

I fly with British Airways (and other domestic airlines) on a very frequent basis, and as a frequent flyer and very unhappy paying customer, I’d hence like you to consider reimbursing me for this amount of R440-00 which I (in my humble opinion) had to pay for unjustly.

I’m looking forward to your most urgent and kindest revert.

Best regards,

Ibrahim Mehtab