BA’s failures fly in the face of ‘customer as king’. This is the new normal | Peter Fleming

The chaos at Heathrow and Gatwick is further evidence that the popular corporate model ignores the customer in favour of shareholders – but could this backfire?As far as bride-to-be Laura Thomson was concerned, Heathrow Terminal 5 could easily be considered some new rendition of hell. She was one of the thousands of passengers stranded over the bank holiday weekend following a major British Airways IT meltdown. It’s not hard to sympathise. Gatwick and Heathrow are two of the most unp