Originally Posted by
Land-of-Miles
I thought they tended to be backroom, rather than "front of house" staff and basically act as a point of reference for non standard requests, which the PAX raises with front line staff. I think they are reactive rather than proactive (for Golds) and clearly there is a limited amount they can do (you are not going to get moved from Y to F for instance
).
They are often to be seen at the desk in the F lounges certainly in London at at JFK), in civvies rather than in a BA uniform.