Our flight was delayed and then cancelled but the way the BA ground crew handled the situation at JFK was appalling. Passengers understand the need to delay and cancel flights when there are exceptional situations but we were treated quite badly.
The information given was poor and the tannoy did not work in the gate area so the staff were having to go round everyone explaining what was happening.
We were told the flight was delayed and people would be offered the next available flight but then the BA flight attendants and Captain stated they were hoping the flight would be okay to go ahead. It was a free for all with the flight information changing within minutes and depending whom you spoke with. We were told the flight was delayed, then cancelled, then back on but flying in to Manchester and finally definitely cancelled!
Throughout this mess, we were not offered a drink.
The ground crew staff were quite aggressive in their management of the situation and did not appear to have a plan for dealing with a cancelled flight which I find odd given this cannot have been the first incident of this kind. When speaking with a member of BA staff in their baggage claim area she said this was a norm for the way they mismanaged flight delays/cancellations.
Trying to discover the location of our luggage was difficult, when we asked at baggage claim 2 BA staff listened to us but neither tried to help until a supervisor offered her assistance.
We were accommodated in an airport hotel which included dinner and breakfast vouchers but dinner had already finished and breakfast started after we had departed for our rescheduled flight!
I've experienced cancelled flights before with other airlines who have handled the situation far better than BA, they need to sort out their customer service skills quickly.