You are right Judy. Too often BA et al engage mushroom management mode when problems occur… keep everyone in the dark,…. etc.
Yes they would prefer passengers to behave like lemmings and wait for instruction at their convenience and behest.
Judy did the right thing. To fly to serve – I guess only applies when in the air. BA should be educating their ground staff in how to handle service failures – top of the list should be communication quickly followed by volunteering compensation and not have to wait for passengers to get tetchy and having to quote regulations to get what is rightfully theirs.