WHEN BRITISH AIRWAYS FLIGHT 038 plowed into the ground at the edge of London Heathrow on Jan. 17, the airline's crisis management response team sprang into action minutes after the plane came to rest and the emergency chutes deployed. Fortunately, there were no fatalities and only one serious injury, but BA was fully prepared to respond regardless of the outcome. "When we are faced with a major incident, we have tried and tested procedures which are followed," BA spokesperson Richard ...

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