Originally Posted by
Deniedboardinghelp
....Clearly any hopes I had that BA would want to sort this out with a minimum of fuss and cost were ridiculously naive. ...
Now it's me clutching at straws, but not
in anyway to exculpate British Airways for the crass way they handled the situation at its inception and over subsequent weeks, but rather to attempt to divine an explanation for their current extraordinary approach to the OP's complaint.
It could be that they feel they've managed to engineer themselves into a sensitive area and a situation which falls between regulatory stools. There could be some anxiety that even after settling the matter in a way satisfactory to the OP, some authority could come back to bite them. This would explain why they are unwilling to talk further with the complainant, preferring to deal formally with the bodies that regulate their actions.