'BRITISH Airways doesn't make money by helping old biddies to the gate. From now on we must get more passengers from other airlines.' - Jeff Day, head of BA's special services and sales at Gatwick airport.
'I FOUND it spooky to think they had been watching me.' - A rock musician offered BA business class ticket for economy fare by BA staff who said they knew he was a regular Virgin passenger.
'SPECIAL combination locks were fixed to the doors - only team members knew the combination. We were told never to discuss work with BA staff or mention it to friends or families.' - Sadig Khalifa, former member of dirty-trick team.