It feels like a long time now (is a week a long time in blogging?) that I wrote about how some high-level Corporate Communicators have slipped into chasing the message cycle under pressure. [In fact it is only about 7 months.] I thought that was a bit worrying.
The customer service and PR mess at Terminal 5 however, seems to have been characterised by another reaction. Everyone in top management (including any communicators) spent the first few hours in hiding!
Eventually BA wheeled out the top man, Chief Executive, Willie Walsh to take a considerable amount of flak. That is, in PR terms at least, a positive communication step. BAA? Still nowhere to be seen overall. Of course, given the service we've been putting up with from them for years at airports around the country perhaps they felt they had no reputation to defend. Still, it seems that thanks to the fact that BA is the sole occupant at T5 it seems BAA has ducked the media storm and for them at least, lying low is working out.
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