Krug, consider during your copious air travel to tear yourself away from the high life and champers to read something more high brow, the works of Viktor Frankl or Alex Pattakos who précised his works.
A major point is, very bad things happen, things way beyond our control. No matter how desperate they may appear or actually be, you always have the ultimate freedom to choose your attitude to react.
So what was BA’s attitude? Head in the snow is worse than having a host of yellow jacketed, clipboard agents/managers circulating T5 manned with two bits of information “We are doing everything we can” or “best join that queue”…. but not much.
As Walsh noted about O’Leary, he tells you to expect nothing as you’ll get nothing. JuliaSimpson, BA’s head of communication, didn’t even give that courtesy.