fincastle
Superficially, that's a reasonable attitude. Until you think about it.
In emergency circumstances just like those, the one thing any good airline would ensure is that passengers with a problem can get in touch, quickly and to the right person. The call centre staff should not have been doing all the rescheduling, or contacting affected passengers. If they were, then no wonder the system collapsed.
There needed to be another large team called in to do all that, freeing the call-centre to deal with people calling in.
There can be no excuse whatsoever for letting things get so bad that callers are simply cut off either because "we are too busy to talk to you, no matter what you need" or, worse, "we are closed until Monday".
If BA's management has neither the resources or the ability to organise that at short notice and at unsociable hours, what BA needs is new management.