Terminal disaster: How to botch a megabuck breakthrough on a global scale
All the money in the world couldn't have purchased the colossal level of media exposure -- most it negative -- that British Airways achieved for its vaunted Terminal 5.
This is an abject lesson in the mis-management of public expectations; a kind of PR in reverse.
The key word is hubris, displayed on a scale not seen since recent/former New York Governor Eliot Spitzer bragged to someone 'I am a fXXXing steamroller' (who did it with his socks on.)
Check it out at http://www.businessweek.com/lifestyle/travelers_check/archives/2008/03/heathrow_so_muc.html
