Diary: Hit or Miss... British Airways chaos

The British Airways offer of free flights to 17,500 staff at the sharp end of last week's chaos failed to take the spotlight away from cancellation of almost 100 flights affecting 10,000 passengers. Though bosses, including CEO Rod Eddington, manned check-in desks, BA's failure to anticipate the number of staff needed for the bank holiday weekend was obvious to passengers - and hacks. Heads will surely roll after Eddington's inquiry, but the damage to a brand defined by service quality could be irreparable.

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