 "British Airways, Heathrow")
For an academic who has spent more than 30 years researching organisational crises, it was something of an odd experience to be in the middle of the British Airways IT foul-up on Saturday May 27. And it provided a textbook example of how organisational systems need backup and effective communications if chaos is to be avoided when they fail.
I started my journey in the morning in Copenhagen, with no reported issues from the airline, and the first mention of a problem came close to the end of the flight as the pilot announced that we were being
