Half the problem, me thinks, is that BA & BAA set themselves up for a
PR own goal from the outset. By putting out statements ranting about how seamless and efficient the place will be from day one etc etc, they are effectively writing
PR cheques that were always highly likely to bounce.
"Promise low, deliver high" basic proj mgt stuff.
Considering they know practically all of the variables ... i.e how many a/c, how many pax, how many bags etc...it really is amazing it appears to have gone so wrong.
They should try rolling out IT systems in the foreign exchange markets! (err, actually no they shouldn't).