Last week I visited APW (BD lounge at LHR T1) . I sat for several hours waiting for my TP service to LIS, near the entrance. During this time I overheard numerous customers enter the lounge and ask questions of the dragons, who could not provide the answers needed. Some questions were fair and reasonable ones (under what circumstances can BA elites enter the lounge etc,). Others were more challenging. Regardless, anger and frustration marked the end of an unusually large proportion of these convos. Nobody had a clear idea of whether they were being told best knowledge, or not. This is not a good situation for the pax, or ultimately for BA. In fact....this situation is undeniably, and strongly, Dilbertian. BA, I suggest you station a supe or manager at this location forthwith, someone who is authorized and competent to explain the official BD dissolution/BA adsorption line to the pax. Some of these guys are LH Sens and others, and it won't impress them one bit to be treated to this confusion. It's a chance to make good with elements of the BD customer base that you might want to retain (not the Shark, obviously, but I have my uses... I call it like I see it)...and to atone in a small way for decades of unspeakable service.