ragend - I know this doesn't really contribute to the debate, but I totally agree with you. A few years ago I had a flight to Canada which necessitated a return to Shannon [med emergency] and a diversion to Montreal [fog in Toronto] and the cc were fantastic thoroughout, helped by the flight-deck, who informed everyone what was happening and why. We finally arrived in Toronto 24 hours late [after a stay in a hotel provided by BA] and because of the constant flow of information and the cc who had to adapt due to the constantly changing situation, none of the pax had any cause to complain.