Originally Posted by
callum9999
Why do you keep insisting that everyone is fawning over how amazing BA have been when they are doing no such thing?
For the second time now, people are saying BA did the right thing. Not an amazingly incredible act that we should all bow down to them over, but the best option in the circumstances at the time. Yes it's not as good as getting them to Heathrow on their original flights and seats, but that clearly wasn't an available option. This was the next best thing.
Too much backpatting and "it can't be helped" acceptance. The customer wasn't too pleased, nor did they believe BA.
If I were operating BA, I would consider this a failure. I could not say as a manager, job well done. I lost money because the product is defective, I inconvenienced two F passengers, and it shouldn't happen. The fact that so many people accept multiple broken seats as a common occurrence is a problem. It may be nice to have customers who have acclimatized towards breakdowns and problems, but I couldn't be the least surprised when someone doesn't think everything was wonderful.
The attitude of easy acceptance for failure within an organization is a recipe for disaster.