In theory yes StingWest . But in BA style they appear to have chosen the easier path to the desired management statistic ... reduce customer service agents thus forcing reduced customer interactions down.

I suspect the reality is BA Ops gets priority on IT capex. If it doesn't directly impact ops, and in particular if the impact on ops does not have a heavy cost impact, then it most likely ventures very very low down the priority and budget list, i.e. where most customer-facing things lurk at BA.

My guess as to what's inevitably coming next on the customer-facing side : BA putting an AI-bot on the end of the phone line and making it almost impossible to reach a human.