HenkyBaby, do you work in HR? I cannot see another explanation for making a process mountain out of a molehill.

Assume BA has a training programme. Assume the programme has trainers and manuals and people who write the manuals. Well, this year, they write, read and deliver something different. Even if they have to go to a special whale-song and joss-stick "off-site" to amend the manual for commonsense (smile at the customer, be nice), the additional costs should be nugatory compared to the already budgeted expenditure on the current training infrastructure which is being poorly used / managed (in so far as delivering consistent service goes, at least). And properly implementing the existing training should be free, no whale song needed.

Making it sound like a labour of Hercules to train staff to smile and remember basic procedures is the reason BA is in trouble.