To Listen to the above posts, this sort of behaviour should be the 'ordinary' rather than 'extra-ordinary'.
In disruptive situations ALL crew and ground handlers are paid to deal with these situations. BA is well known to have very poor service, especially at LHR, in taking responsibility for their cancellations let alone 'service recovery' afterwards.
People like 'Willy Wonka' at head of BA (IAG) couldn't care a hoot about pax issues. Fact.
On the best day, even if flights are on time with BA at LHR, only about 50-60% at best luggage is delivered to the connecting flight with hours of connecting time. At peak times, this is much worse, just ask BA via freedom of info to divulge what their actual statistics are. I can already guess the response.
BA (as part of the virtual IAG group) generally could not give a 'rats ass' about individual passengers or crew members; rather they just want to minimise exposure to additional costs.
Yes, great that perhaps one employee seems to have taken action to 'smooth' this situation. This should happen every day as BA have a very poor customer service rating. Just ask any true frequent flyer. Eastbound from the UK, for example, I would never dream of flying on BA in any class. So many other airlines are in a different strata of service. Westbound from the UK there are limited choices as unanimously the US carriers are atrocious. BA is only slightly better even on a good day.
The true frequent flyers know the facts and we vote with our feet. It should be a daily occurrence when flight-deck and cabin-crew intervene at all levels to help with disruptions.....that is a normal day's work! Very few days sadly with most BA operations at LHR result in a great value and outcome for their passengers, even if the weather is fine etc., De Facto. Ask the regulars....
