British Airways Informative - Cutting corners to save a buck
From how I understand it, British Airways works in the following way:
Pre-flight complaints/problems/issues are NOT dealt with by BA agents or reps. You call the reservation line which is a call center. They are NOT BA employees, so they have as much authority to resolve a situation as you or I have. (This is the situation in which I am in currently)
SO: if you know how to use the internet, book the flight yourself, because you will be doing exactly the same as the call center. That, or drive to the airport and get a BA employee to book the ticket for you.
Post-flight issues are BA employees, but they are not authorised to resolve issues beyond a certain level, which is why you need the contact details of someone who is able to do sth.
Whether this works for residents of other countries I don't know, but there is a consumer protection authority for british airlines (since 2001) called the Air Transport Users' Council (AUC) and you can complain to them - though they will take a few weeks.
And all because BA wants to save a buck or two, they leave us lowly customers (who pay for their salaries) between a rock and a hard place unable to voice our opinions. The call center for me is based in Brazil (thousands of miles away from Mexico) and with a staff of FIVE!!! they man the phones for 21 countries. This is why I am waiting on the phone for over an hour! And they have no customer service person in the airports they fly to.