If it wasn't for those pax you describe, BA would be in deeper poo.


London Dude - As advised already, follow this up. I find it increasingly common nowadays to receive frosty treatment from ground staff and I'm not only talking BA here. Used to be great to have a chat with the check-in staff. Now unfortunately, the check-in process all seems to be carried out in robotic fashion without even making eye contact with the customer.
Thank God there are still some good ones around but they are becoming increasingly rare.