Originally Posted by
scottishpoet
on the basis of 1 or 2 'victims' a week, often less, then yes, it is cheaper with or without delay compensation. That does not mean ba would or should pay delay compensation. I can see arguements both ways.
With up to what, 6 cta flights boarding at the same time across different gates, 6am till 10pm, 7 days a week you would need a team of what, 20 people. That would cost more than about £1200 a week (2 failures x£600) unless you can employ this team of people for less than £60 a week per person, or you redploy, put less people in other places causing delays and inconvenience to more people elsewhere
I would have thought one person stationed in T5A and one in T5B or C could get to most gates pretty quickly. It also sounds like from what’s been said some improved staff training could help agents find the pictures more often and resolve it themselves.
The cost isn’t just a the compensation for the person affected, it is the delay to the flight overall (especially if their luggage needs to be pulled) and the cost of brand damage done to BA when it happens - for some passengers this will be the final straw and see them defect from BA to an alternative.
2 passengers a week denied boarding doesn’t sound a lot but I would think would be enough to merit a bit of work to see if it can be improved upon.