I have noticed that a lot of the big companies have incorporated a customers Forum as an integral part of their website. Sony, Samsung, Nokia to name a few, there are many others. An employee or employees of the company is/are always on hand to help and assist with any queries as well as gather information about how well the products are doing, not to mention giving out information on new products in the pipeline.

I realise we have a large contingent of BA staff who post regularly on FT and are a great asset to the board and of course our two BA helpers who do a fantastic job here but it does seem to be on a part time basis as they have no doubt many other duties to perform besides browse the FT BAEC board all day.
Anyway, I think it would be a good idea for BA to set up a ‘official’ forum on their own website for its Executive Club members and customers. I know Virgin have a forum for its members though not sure if hey have an ‘official’ lurker on hand to help?