I hope this means the disruption and rebooking experience is a bit more like AA. AA gate agents can reroute you.
So on BA it goes like this
<flatlander runs up to a gate with an aircraft disappearing away>
B: I'm afraid the gate is closed, sorry you've missed the flight.
f: How can I get to destination?
B: I'm afraid you'll have to see my colleagues at the customer service desk, they can help you.
f; that long queue over there?
B: Yes...
AA it goes like:
<flatlander runs up to a gate with an aircraft disappearing away>
A: Gate's closed.
f: How can I get to destination?
A: Give me your boarding pass.
<A take boarding pass, stares at computer, pounds keys intensely for 30 seconds, boarding pass printer runs>
A: Next flight's in 2 hours, leaves from the next gate.
A: Next passenger!
BA gate staff may be a bit more friendly, but the non-nonsense (some might say grumpy...) AA gate staff can actually fix your problem and get you on another flight.
This still leaves the un-empowered, un-trained, un-motivated, over-worked staff at every BA outstation needing more help and tools (and contracted paid hours) to be able to help customers on the return journey. I welcome the idea of more empowered staff at LHR, at least.
... wait, are there any BA flights at London Gatwick? Bueller? Bueller?
