Originally Posted by
radeng 
I will defend BA upon one count though - I find the staff at check in and the cabin crew are excellent, far better than any other airline I've used, despite the way the management appears to try to run a 'Business Prevention Department' to thwart them. Baggage tracking is another matter and a total disaster.
Yes, that's also my experience. It's almost as if there are two BAs - "Frontline BA" and "Back office BA". With different objectives and speaking different languages.
Frontline BA has to deal with the everyday consequences of the failures of Back office BA. Meanwhile Back Office BA complains that Frontline BA costs too much and wants to subcontract it all to someone else.
But it would be unfair to single out BA, I'm sure other legacy airlines are just as bad. It's what happens when big companies get old and forget what made them big companies in the first place.
13Alpha