The thing is, if you say 'how could he just sit there and not do anything' you say this with the notion in mind that BA is a massive machine which will continue operating regardless of what happens to you. You have the idea that you could very well be forgotten by BA and that your story, no matter how relevant it is to you, is just an insignificant detail to someone's day at work. That ultimately you will probably need to be pro-active yourself to achieve a better than average outcome for yourself.

And you'd be right in the majority of cases and it's the better approach. But at the same time, that's a 'hardened' approach and one in which we essentially envision BA as an uncaring monolith whose actions are essentially acts of nature. Like a man trapped on a mountain cannot count on the weather or the mountain following his wishes, we cannot count on BA's benevolence, we need to make our own luck.

But then is that how BA wants to be viewed? Is that their service target? Probably not.