Originally Posted by
TabTraveller
I just don't believe that BA leaves this to individual staff discretion. There may not be a public/published policy but I'd be shocked if BA's own staff didn't have a policy or some type of guidance on this. Perhaps someone who works for BA can confirm whether a policy exists, even if that policy is to not accommodate anyone unless on a fully flex ticket.
The public policy is there is no protection on separate tickets, that's on Speedbird and other places, if you call BA this is what you will be told. In a sense I should end this post right here.
There are indeed guidelines provided for staff at airports, which are not for public dissemination, so I'll spare any BA staff member from having to go too far there. One key aspect is that any action that an agent takes needs to bear in mind accountability. So if an agent goes out on a limb to help s/he needs to be able to give a good answer if challenged about it. Clearly if s/he was helping (e.g.) someone with BAEC status, with a heap of other flights coming up, and the reason for the misconnect was largely BA's fault, then I suspect a manager would be happy with that reply. Getting an extra £60 from the situation may also be a good answer too, depending on context.