Capetonian
How refreshing it is from your fine words after your contact with a customer service agent - some good stuff,yeeee.... I can only sympathise with your other experience.
BA has recently won the UK Top brand award so it's my hope that this will pull the organisation to work together and then the individuals will thrive not the other way round.
Can we hear more of those memorable experiences please, perhaps..... never know, someone is/will read them.