twinboom
... moderate tone of the contributions to this thread! Surely this is a tale of quite monumental incompetence compounde ...
That's because the story is the same the world over. Sorry to sound world weary but this is what all modern corporates do. They follow the letter of their silly rules, designed to save money. They work on these lines:
- Allow the customer the minimum
- If in doubt deny and do not offer anything more
- If they shout loud enough/sue/have friends in high places THEN offer compensation
- If legally required to compensate, do so when demanded with standard letter of 'the one time we missed our high standards'
The reason is that this is cheaper in the long run moneywise. Customerwise it's "Penny Wise, Pound Foolish" but they will always have enough excuses to tell senior mgmt that it was not their fault.
As we have oft discussed, BA is now in the last downward phase of it's existence - just like ALL corporates that have been running for nearly 100 years.