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Thread: Being lied to - or what else does one call it - by BA? Coupled with appalling service
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Old Jan 14, 2012 | 6:23 pm
  #36  
bernardd
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Originally Posted by LTN Phobia
So, yes, I agree, how an airline deals with things when they go wrong is really important to me. I see it as being more important in many ways than other aspects. In fact I have refused to fly on a few airlines due to very poor handling of things that went wrong, and the reverse also applies.
Attributed to Sir Colin Marshall and taught the world over:

The customer doesn't expect everything will go right all the time; the big test is what you do when things go wrong.
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