I’d tend to agree more on the latter here.

But more to BA’s mindset and culture is that both of these options cost money, end of discussion. It costs time, resources and money to train staff. Equally it costs a great deal of investment to build decent software systems. You can say you’re chucking £5...6…7bn, whatever the latest investment figure is that they enjoy printing about for the past 10 years, but is it being invested in decent people on decent wages who know how to build, implement and deliver the systems/services. I think we know the answer to that.

Ironically I wonder if you added up the staff time and resources to resolve the OPs situation and times this by multiple situations per day whether they are actually any better off!