[RKGOOD]

Thanks! Right now there is a check from AA covering the incident about to go to the bank. I have no idea of how AA handled the financial piece with BA but at least they paid up. To date I have not received an apology, save from the supervisor I spoke to at Heathrow on my return trip. Customer service was lazy and, probably, both incompetent and uncaring. The AA person I spoke to at Heathrow did offer a very, very brief explanation similar to yours, but yours is the first one that gives me the detail I have wanted to see. American Express also laid out how the fault was with AA, but did not go into detail except insofar as to how AA could fix it.

I flew back from Oakland, CA, yesterday on Southwest and was reminded that one can still get good and friendly service, as well as a constant flow of info (an apology for a five minute gate delay as a tire was changed, and another one due to air traffic controllers, updates on a weather situation slowing us a bit and, of course, highly indulgent cabin and humorous service. A mighty round of applause when we landed in Providence, even though a bit late after midnight. It can be done!