I am with Dave C on this. I have had to call amazon a few times of late. Every time I have had a good conversation with a nice person. Every time they have had English or American as their first language, or as very good properly multi-lingual second/third language.
Each time the issue has been resolved and I have been treated like a human being. I have not been treated like a criminal trying to con them.
However, calling BA has none of those normal features. All calls end up in India, understanding is a challenge, ignorance is badly asserted by reading scripts and issues are left unresolved. Until BA can sort out their first service and service recovery, it will continue the rush to profit less full planes.