Boxkite,
whilst I can understand your perspective, and do not necessarily disagree, (and, as a manager, have had to carry out the sort of action that you suggest), I'll revert to my oft-repeated comment. This has been going on for 40 years at BA. The behaviour from some BA CC is how BA managers have taught them to behave. If you've only ever worked for BA - and have seen how to behave over many years, then you know nothing else, and customers shouldn't be surprised if past behaviour is repeated
Whilst Betty, Eddy and some others at lhr use applied common sense, generally BA managers get the TUs that the managers past behaviour have deserved.
naturally, I exclude the sensible real-world CC down at lgw.