In just 24 hours all of this work was undone because the experience did not match the expectation.
The management ineptitude is difficult to defend and while this situation was not created by the PR department someone should have seen this coming. Anyone who has been to Terminal 4 would have expected this to happen.
The PR team should have advised an all hands-on-deck approach to information and sympathy delivery to all those stranded customers - absence of management in crises such as these is an ongoing issue at BA. And whoever let it leak that the management office had been closed over Easter should be fired. Of all the cringe-making headlines this had to be the worst for BA's management.
BA needs to launch its own inquiry, set up a passenger helpline, set out the lessons learned and lay out how it will not repeat the same mistakes.
JANE BOARDMAN, CEO, Talk PR.