The thing about all this is that when things do wrong wrong and I am not saying this should have happened but where is BS's Contingency plan ???
There have been several instances over the years where they just have not got a clue and have the attitude " it will not happen to us" well it has again.
Adverse weather - snow/high winds... .. what do we do
Bunsfield, loss of 60% of heathrows fuel............. help what do we do ?
Volcanic ash cloud.............. help what do we do ?
9/22 all aircraft over the pond return and US airspace closed for 5 days...... help what do we do ?
Terminal 1 fire ............ help what do we do ?
IT failures - numerous ........... help what do we do ?
Just a few instances where BA totally screwed up in trying to deal with them
I am not saying everything should be laid out in a manual but give the staff guidance as to what do to.
The other thing is they have not got the expereinced staff to think on their feet and make decisions. They are too frightened to make decisions and the necessary accountability.