Because they can't discuss things with colleagues that sort of thing. One of the other things we get is downgrading. Sometimes, like all airlines, due to commercial pressure we have to oversell fights. Occasionally we miscalculate and have to downgrade passengers to a lower class - for example from First to Business Class or Business to Economy. Obviously passengers aren't happy about this at all. The opposite thing is an upgrade. Passengers may request an upgrade for countless reasons - for anything that has happened to them in the past and they perceive that British Airways has done wrongly. Or just because they think they're a very important person or very commercially important as regards British Airways.