For what it's worth, I have found BA staff a mixed bunch but on the whole, I can only praise them. I recently had a personal problem when I arrived in JFK from LHR (I was advised that my business partner was in a coma and dying). I explained the circumstances to BA staff and was immediately given a seat on the 6pm flight BA212 to LHR. The staff at JFK couldn’t have been more understanding and compassionate.
I was escorted to the lounge where Kevin? the manager went beyond the call of duty to help me. He suggested that I take a shower to freshen up and arranged for me to dine pre-flight offered drinks and fussed over. I was then again escorted to the A/C and once on board the seat in Club world beside me was 'blocked' so that I would not be disturbed. The crew all were aware of my problem and all showed maximum respect and sensitivity. Back in LHR the agent suggested that I visit the arrivals lounge to shower and have my clothes pressed and grab some breakfast prior facing the M4 with my driver.
Sadly, my partner died but maximum respect to those at BA that helped and showed why they still lead the field in seamless customer care. I won't forget!
