BA customer's promoted tweet criticising lost luggage

British Airways has apologised to a customer, whose father's luggage was lost, after he bought a promoted tweet that urged passengers not to fly with the airline.

A British Airways plane lands at Heathrow Airport. Credit: Steve Parsons/PA Archive

Hasan Syed, who uses the Twitter handle @HVSVN, wrote on the social networking site: "Don't fly @BritishAirways. Their customer service is horrendous."

He purchased the promoted tweet through the site's self-service ad platform and followed up his initial message with a series of posts criticising the loss of the luggage and the airline's delayed response.

British Airways responded to Syed's tweet, which now appears to be deleted, by asking him to message his bagging reference to them.

A spokesperson for the airline said: "We would like to apologise to the customer for the inconvenience caused. We have been in contact with the customer and the bag is due to be delivered today."