"British Airways has changed its advice to customers who claim expenses for the weekend's travel chaos after a row with insurers. The BA website initially suggested that customers should make a claim on their travel insurance for expenses such as meals during the delays. But the Association of British Insurers (ABI) and consumer rights experts say responsibility is with the airline. BA has now updated the language, removing any reference to insurance."
BA delays: Airline changes advice over claims for expenses - BBC News
More complete incompetence. Cruz must have ok'd this approach, presumably it accorded with his "every day I think of a way to save us money" mantra.
When will the non-execs on the board, and/or the major institutional shareholders, finally suss Willie and Cruz, and put someone with some customer-focused ability in place.