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Like all frequent flyers, I have experienced the full gamut of lost luggage and surprise upgrades, surly service and exceptional attentiveness. For me, it’s what happens on the ground that counts most, and I wanted to share a positive example of customer service from British Airways. I unfortunately received news at 4.45am that my mother had died. Despite being prepared for this, I was still shocked. I phoned BA as soon as the line opened and explained that I needed two flights (international an...