The lack of intellect at bassa is a fair point. However, BA has got the TU that it deserves. Bassa believes that if it ignores this short term stuff, the old ways will soon return.
Weak, spineless and ignorant managers are their main problem.
No TU would have prospered as well as bassa have done if the managers had been even vaguely competent. 30 years of monumentally incompetent managers have given bassa their powerbase.
I am not at all surprised that BA CC just ignore BA comms., and only read what bassa send out. That approach has done well for them over the last 30 years.
Unless WW removes most of the old guard of BA CC managers, and imports decent customer service managers from high quality customer service companies, then his changes will have no long term impact.
As to him leaving, his earnings are very restricted at BA. If he worked for TPG, for instance, (private equity who own large slugs of Aviation stock, and whose founder chairs Ryan), the he would earn about 20 times his BA package.
I bet he won't be at BA in 3 years time. Topco is just too small a job for him, paying too little in a high-tax country. Hogan will be leaving Etihad in a year or two. Just the right job for WW.