Service is very good, and staff are friendly, helpful and cheerful. It was never any trouble to them when you make a request; they willingly take steps to provide whatever you have requested. The food was good (certainly better than other airlines we have flown with), on both the outbound flight and this one, our return flight. At Heathrow, the flight being full, we were upgraded to Business Class (having just had an operation, the extra comfort was very welcome!). The aeroplane (B787) is comfortable, and quiet. Overhead lockers are spacious. The Premium Economy seats were comfy (of course Business seats are even better!).
We have lounge access, and this is the first time that we have used the lounge in T5. It is spacious and comfortable. The food there is very good - and, again, the staff are very friendly and helpful. Even the cleaning lady, clearing tables etc, was lovely and cheerful.
The whole experience with BA, from check-in, through the staff in the lounge, to the flight crew, on all four flights that we did, was high class. We have already booked our next flight with them, and will have no hesitation in the future.
The only bad experience we had was on transfer in T5, but absolutely nothing at all to do with BA. Some (not all, I hasten to add) of the Security staff were overbearing, belittling, and downright obnoxiously rude (chatting and laughing with each other, but these four staff scowled at passengers). Don't expect that in the UK - we were most taken aback at the attitude. Last time I experienced that treatment of being spoken to like a naughty boy was when I was in kindergarten. They were busy, and we understand that there was pressure, but there was no need for the way the group of people we went through with were handled. By contrast, the security staff in Tegel were also very busy, but were happy, cheerful and smiling – every single one of them.