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Old Jan 20, 2014 | 9:58 am
  #137  
Land-of-Miles
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Originally Posted by uk1
You are perfectly entitled to correct an impression I have gained from following your posts here and elsewhere .....however ...

The basic point is that you are arguing for and defending BA to maintain service delivery that too regularly dissapoints and that customers should therefore expect it to be that way - and you think that those dissapointed customers should defect to other lines rather than grumble here, whereas I am of the opinion it is better for both customers and BA that they should apply themselves to simply consistently doing what they promise to do and the standards they set for themselves.

I guess that is as far as we can both get.

I think the point is that if your experience is truly as bad as you say it is then you actually kill 2 birds with one stone by saying "enough". You not only save yourself from consistent disappointment but you hit BA revenue too and that in itself may prompt positive change at BA in the medium to longer term.

Some people though want everything they want the ease of earning avios (to use for redemptions and UuA), they want a decent FF programme which rewards loyalty (but just enough loyalty to cover them and as few others as possible) and they want perfect service everytime onboard. I think the other factors cause disaffected customers to hang on to their relationship with BA when they should really move on in exactly the same way that some of the old style contracts lock in crew to jobs they no longer are enthusiastic about and which may be the root cause of some of the issues we see. I have ditched BA for revenue flights for quite long periods of time in the past and were my consistent experience to match some of those related here I would happily do so again.

I don't get perfect service in any other service relationship I have, be it hotels, restaurants, shops etc. In the long term though I don't continue to give my custom to those service providers which wind me up more than they please me. That is the market in action isn't it?

Last edited by Land-of-Miles; Jan 20, 2014 at 10:05 am
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