It sounds to me as thought the decision to go into JFK was due to the fact that the agents and everyone else would be in place as there would still be agents as the BA172 would be leaving. I am at a loss to understand what they meant by . Why not? Did they just want to go home? Are they just contracted for certain hours? They should have been on the phone once BA Ops warned them that this load was coming in. It sounds like a complete dereliction of customer care - and frankly should be reported to the press.

I feel sorry for all the passengers and would also love to know how the little lad was as well as his Mum and Dad. It must have been really nerve racking for them.