Business lessons from British Airways: How to profit from your own incompetence. Lesson 1: Did you screw up? Act quickly: blame “reasons beyond our control”. — You had to cancel a flight because you mismanaged the crew schedule? Your flight was late for any reason whatsoever? Blame it on the fog, the volcano cloud, or an inexistent strike at the airport. Then reschedule the flight to whichever time it’s convenient for you. Lesson 2: Make the customer pay for your mismanagement. — Your passenger lost... read full review »