Originally Posted by
LTN Phobia
I don't think fundamental IT changes would be easily forthcoming, but at least those functions listed above are cheap to implement. Online rebooking tool would be much harder to implement, even though I prefer to have that function, of course..
What you have proposed is effectively IT change.
As others have pointed out, self-service online tools are both what customers want, and implemented correctly, can help the most customers in a finite period.
BA needs to bite the bullet, rather than re-arrange deckchairs. However I suspect the data loss incident and associated fine and publicity, as much as the cost-cutting, mean it is probably a very change adverse organisation in IT terms right now.