Welcome to Flyertalk Firstclasser, and welcome to the BA forum. Many thanks for the contribution and I hope you will continue to post here or indeed in the other FT forums.

BA's Service Centre for non status customer service communications is indeed in India, and though some of the staff there have Western names (many of them are Christians), most would have an Indian name. Therefore the response you received is entirely what I would expect, and indeed indicates the diversity of BA as a company. From what I've seen BA is quite capable of giving great service, or indeed sometimes lousy service, whether you are white, black or polka dot. I struggle to understand why BA cabin crew would have the time or inclination to throw bread at sleeping passengers, but I guess there's a first time for everything.