Originally Posted by
lcylocal
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.
having any UKBF on standby in case in B would be extremely inefficient. The vast majority of CTA flights depart A. There are only two biometric equipped B gates. So if we take that figure of 2 per week it is probably very unlikely they would ever be at B. You would basically have a UKBF twiddling their thumbs at B for 10 minutes of work maybe once a month.