Hipeninne - The downside to starting to discuss a specific on PPRUNE of course is that you risk plunging into the details before too long, but that's the price for advice and informed discussion I s'pose....
The poor reception was experienced during the original hold-up approaching, passing and leaving Lucerne, which took over 2 hours and if you know the road there is a winding stretch of motorway through tunnels (one of which we spent most of the 2 hours in....) and surrounded by mountains.
Anyway, this just made our job harder......
When we had reception we phoned BA CS and got nowhere.
And I was not alone in the car. If it had been crawling traffic and I'd be alone then strictly speaking I shouldn't have been on the phone at all. And the hard shoulder....? That was being used as a rat run by emergency services and chancers.
Point is airline doesn't need chapter and verse, they need to ask themselves what the point of customer service is in the first place.