January 16, 2012Dear Sir,I noted that yesterday’s British Airways flight from London to Bermuda was running seven hours late. I have no doubt that they really had to resolve the situation now that the winter schedule excludes flights on Saturdays and Mondays.I just want to express my gratitude to the BA staff at our airport who are often faced with challenges beyond their control.In November I had booked two seats, travelling in the World Traveller Plus cabin online. Unfortunately I received news that I was required to leave Bermuda three days earlier due to family illness. It was a Saturday and therefore no local staff were available to assist me in having to change my travel plans. My efforts with their website proved to be the most frustrating experience ever and therefore I had no choice but to call their representatives in Florida! After waiting in excess of an hour to speak to an agent I was told that I would be required to pay a further $600 per person and be downgraded to economy. I found this to be totally unacceptable and incomprehensible but had no other choice due to the urgency of the situation.After checking in for the Sunday flight, I went to the office and informed the staff that I really missed their help, advice and support in a difficult situation. While the staff in Florida were as helpful as possible it is clear that they speak from a well rehearsed script and BA no longer provide any relaxations of their rules. Incidentally the cabin in World Traveller Plus had 6 people at most on the outbound trip.There are times when people need to have one-on-one interactions with BA staff. I for one, was sad to see the Front Street office close and the remaining airport office is naturally really busy during the checking-in of customers while also having to deal with people wanting to book flights. On my return I wrote to BA’s customer service department to complain about the whole experience only to receive an electronic response purporting to offer their regrets and how, as a frequent customer, they look forward to serving me again. The rest was just pure gobbledy gook/jargon in an to attempt to appease me and make excuses for their $600 extra fee and downgrading.Thank you BA staff in Bermuda I shall be coming to you to book any further travel plans so that you can explain limitations etc of travel ... even though BA will tell you that this is all laid out when you book online. I do not doubt that but clarity is better from a person.BA please get your heads out of the clouds once in a while and reconnect with your customers and show your appreciation for the wonderful ground staff at our little airport because they do a great job!I wonder what compensation the customers in London Gatwick received after seven long hours of delay yesterday? I wonder what compensation the outbound customers received for being inconvenienced? Probably a food voucher!But there is one thing I am sure of ... the ground staff came to the wicket to get that plane out of here ... great job as always!CARDS CAISEYDevonshire