One does not have to look further than AA to realize that BA far too stove-piped. This is not about changing the rules, e.g. allowing BA-BA bag checking across tickets, but rather about having the first employee one encounters have the capability to handle the resolution.
Thus, if one misses a flight for any reason, the same employee who delivers that news is able to rebook you and can also send a message to the appropriate people to have your bag retagged (AA has baggage tag printers in the bowels of major airports which auto-print a new tag and the bag is then located and retagged).
Managers are then free to handle the more serious problems dealing with other carriers and the like,
At the same time, BA really does need to provide 24/7 customer service. While sun may set on the British Empire these days, it does not set on BA. In any given location, there ought to be a 24/7 telephone number which can internally select the best call center to handle the call in the moment. Of all places, this should occur in the UK. But, the concept of round-the-clock access is far from new in the commercial aviation business (25 years for most).
This is a positive move by BA and hopefully staff will get some slack as they implement.
Last edited by Often1; Oct 19, 2018 at 9:02 am