Carolyn McCall is the problem.
She's not and never has been fit for purpose. She's one of these jack of all trades people, Keir Starmer is another, so is Adam Crozier, who flit between roles and establishments like seagulls and don't really do much of a job. Some of the mixed up roles these characters have are incongruous.
I heard Rebecca Ferguson spoke out quite a while ago and nothing was done.