I find it remarkable how much effort BA goes through to ensure their customers cannot reach them conveniently.

Fwiw I don't find the contract centre staff hell to deal with. The main problem is that they just don't answer the phone promptly. When the deign to take my call they're mostly pleasant enough.

It's still pretty hellish to have to explain things over the phone, wait for them to do the million key strokes everything seems to take with BA systems, then explain the next thing to try, etc. And then most of the time they tell you they can't do it and need to send things to anther department. But it's not the staff that's the problem, just the nature of dealing with things over the phone and the decrepit state of BA IT.