British Airways gets a lot of flak. Not all of it undeserved. But here’s a BA story that ends well. My suitcase was damaged on a recent BA flight from Antigua. I took it to the BA desk in the baggage hall, expecting to fill in a form which I would obviously then have to follow up with a phone call and several irrate several emails. They took a few details and promised to send me a new case. I know what you’re thinking. So was I. Airline customer services simply don’t work that way. Well, sometimes they do work that way. Two days later, a gleaming new suitcase was delivered to my door – absolutely free. It’s not often I say it, but hats off to BA.