One of the problems with BA staff at Heathrow is lack of empowerment.
Last year, I had a simple problem to resolve, but the agent told me her authority to deal with such matters had been removed and I must contact BA customer services by mail, attaching the various bits of paper I had with me.
The lady was very pleasant and looked quite frustrated by the situation, but the bottom linewas that the customer experience was lousy and bearing in mind my problem arose over a flight in J class, I was disappointed.