OK here is my Alex Cruz story. I wrote to the chief executive of BA, who I didn’t know, from my personal email, to tell him about a member of BA staff at JFK who had gone above and beyond to get me home when, for reasons I won’t go into, a flight was not going to be made.

I mean this woman was amazing. I was lightly hysterical she simply didn& #39;t give up and she got me on the plane. So I wrote to him just saying I bet people only ever write when they are provoked to fury, please know that I will always be grateful to Janice. (Her name was Janice).

I did not expect a reply. Not many hours later I got this

Then two hours after that, this

For other views of Alex Cruz& #39;s tenure at BA, see Lex here https://www.ft.com/content/ec98f94c-551d-435b-a7af-377499f5fa3a">https://www.ft.com/content/e... or most of the rest of our coverage tbh. But I will not have a word said against him, even if I did notice a marked deterioration in the inflight food.