Originally Posted by cauchy

I've come across this...

https://www.mckinsey.com/industries/...st-for-leaders

It does include instructions on how to count passengers, when not to clean an aircraft, why yellow tags are dumb, why the hand-baggage box sizer should be abolished, and so on. But it does say this



This seems more likely. With a general help-desk system for problems, perhaps on a 'take a number and sit down' queue. Such a system seems like a super effective way to cut costs - they can let important passengers cut the queue, whilst making those who'll be furious with BA no matter what wait an eternity because they really couldn't care less.