A few years back we were traveling Eurostar London Paris when there was a major "incident" (=suicide). They announced "delays" but within 10 minutes the whole area was flooded by dozens of staff wearing day-glo jackets with "Customer Support" on the back - basically they mobilise almost everyone in the office and get them out front. They had prepared sheets with phone numbers to call, details for compensation etc. and were really well briefed and helpful
They said they'd try and get people out in the correct order if not the correct time and that it would probably be 3-4 hours before they were up and running. Most people wandered off to find a space elsewhere. We called the number, got straight through, were rebooked for early evening. One of the girls when asked said it made a good break from the day job.
It can be done - but you have to put customers FIRST - something I've not noticed by either LHR or BA over the years