Because of the simple nature of the industry and the fact that British Airways customers come from all walks of life and travel for many different reasons, customers can have some very unique demands. This job, as part of the customer services team, will require the willingness to help customers with anything you can, within reason. To get a feel for your willingness and ability to do this, your interviewer is looking to hear about a situation in which you have had to do this in the past. As you prepare for this question, think of a time that highlights a very unique situation with a customer that fell outside of your typical duties and allows you to talk about your reasoning for helping the customer in that way. In the end, your interviewer is looking to hear that you are flexible and willing to do what is necessary to put a smile on the customer's face.