It is an anachronism that BA still segregates this function. It is 20 years overdue. Routine matters should be handled by any staff at a counter. If complex, perhaps it will require a supervisor or help line assisting the staff member and perhaps the passenger will be moved to a different position. But, the notion that tickets (likely reticketing) may only be handled by specific physical positions is absurd.

It remains to be seen whether "empowerment" will come with the training to get it done.