Actually KLM is doing rather nicely in the group but that is neither here nor there. I am amazed how people try to create connections that are not there. The question is not should BA improve their CS at the expense of flatbeds or profit. The question was simply if it would be a good idea for BA to enter the Social Media era. Not as a marketing gimmick but as a real platform where to interact with customers.
Now it would be nice if arguments for or against could be at least remotely linked to the question. Lets assume that a good strategy could be achieved almost cost neutral to avoid the silly arguments about shareholder value etc. It would also be fun if people who don't understand or appreciate social media refrain from calling everyone who does geeks/techies/etc. Most professional people use it nowadays. Live with it.
