Originally Posted by palmanfr

IMHO, if the OP showed up on time at check-in (so 60 min before departure), then he should not be held responsible for delays at security. BA or AA should provide an alternative. Problem is that I think BA subcontracts the ground handling in AMS, and since there is zero customer service culture in the Netherlands he might have faced an agent who literally did not [care] about his/her story... I think AA should be able to assist him over the phone or at LHR T3, I think AA staff are working there. How much in advance did you show up at the airport ?