Momo - in answer to your last, (1) unlimited charm coupled with (2) slightly frosty irritation at failure to warn me of 4 hour delay. Difficult combination to get right. Plus (3) the ability to speak enough Spanish...
But flying IB next time, probably not so easy as I put all my miles on my BA card rather than the IB one, so don't suppose they'll feel they owe me anything! Fair one, I guess.
I have no pride, will do anything for a flat bed on overnight flights!!