British Airways communicates clearly in a crisis
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British Airways communicates clearly in a crisis

Due to an IT systems failure, British Airways cancelled hundreds of flights from Heathrow and Gatwick airports this weekend. The company’s statements were clear, straightforward, and sympathetic — a notable contrast to the overblown, self-serving apologies that seem typical for airline screwups. As the gateway to Europe, Heathrow is one of the busiest airports in…