Originally Posted by
sunrisegirl
Can I just point out that FT gives a very skewed view on what the majority of our customers experience. If you believe everything on here then you would think most people have a very poor experience with BA.
However, the reality is far from that. The vast majority of our passengers greatly enjoy the F experience and their expectations are fully met. This is borne out by their positive reports back to us and surveys conducted after their flight.
Remember FT (and other such frequent flyer internet sites) form a very small minority of those who travel with BA.
And the surveys sent back to BA also form a small minority of those who travel with BA. The comments on internet boards and the scores on surveys BA hands out are unlikely a representative sample, but more anecdotal and directional in nature.
What's worth remembering is most unhappy customers don't take the time to make a formal complaint but eventually change providers to a competitor they have better experiences with or perceive will do a better job for them.
BA and other travel suppliers do well to at least listen and observe all the various complaints. Most good companies (including likely BA) do track these anecdotal complaints so they can pick up trends in areas they need to address.