In April, British Airways surprised Alec and Catherine, a couple from Surrey, with a touching video from their grand-daughter in Sydney. The film, created in conjunction with Tourism Australia for the ‘Visit Soon’ campaign will see the families reunite in Australia. The Club meets British Airways’ staff and Executive Club Members to discover the extraordinary efforts that not only make these sorts of journeys possible, but also unforgettable

Chetal, Silver Executive Club Member
My husband is from New York and after our wedding in the UK last year, we travelled to the US to celebrate with his family. However, delays in getting his UK visa sorted meant changing our flights back several times. The BA staff at JFK were amazing – they understood how stressful it was and went out of their way to support us and help us change bookings for free. Finally I had to come back to work, but had faith they would help my husband to rebook when the visa was sorted – and they did.

Catherine Pell, British Airways change booking agent, Newcastle
A schedule change affected a couple getting married in Italy and they were very anxious about getting there in time for the wedding – let alone the preparations. The bride mentioned her dad had booked tickets for all the family, so I decided to deal proactively with changing their tickets, too, as well as the rest of the wedding party of about 20 people. I got the bride and groom and her parents on a flight the day before, and the rest of the party on a flight the day after – all in time for the wedding. They were over the moon, especially the bride.

Nehal, Blue Executive Club Member
Flying Club to Sydney for our honeymoon five years ago, my husband and I didn’t notice he had left his wedding ring in the bathroom. If we had left it there or lost it, the whole honeymoon would have been ruined. Thankfully, someone in the cabin crew found it but, rather than disturbing us as we slept, waited until we were awake and relaxed to tell us. We’ll never forget that member of staff – my husband had a picture taken with her to remember the moment!

Ryan Abram, British Airways revenue operations team leader
As a duty manager at T5, I came across a female passenger who was in tears. She was six months pregnant and trying to make a last visit to family in Washington before the baby was born, but had missed her flight because of traffic. She was worried about the cost of rebooking her ticket, as there was limited availability. I pulled some strings and managed to get her onto a flight the next day and escorted her to the plane, where I had assigned her a comfortable seat with extra legroom. A few weeks later, I received a letter from her husband thanking me. He said it was that kind of personal service that made him choose to fly on BA.

Kathryn, Blue Executive Club Member
Last September, a few weeks before a trip to Seattle, my long-term boyfriend broke up with me. I was distraught and really nervous about flying alone in a fragile state. On the plane, a member of the cabin crew realised I was anxious and came to check in on me at least five times before we took off. During the flight, she brought me extra pillows and snacks to make sure I was as comfortable as I could be. It was the best flight ever.

British Airways flies to Sydney daily. For more information, go to ba.com/visitsoon

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This article has been tagged BA, Destination