Nicci has been a role model for to how customer relationships between valued customers and an organisation should be managed. She has not been able to fix everything (well, so many of the 'daft' things that happen in BA are beyond the control of any one individual), but she has always had great empathy with us and also a real passion for the role. If head office staff could qualify for Golden Tickets, I am sure Nicci would be showered with many by now.
Good luck in your new role, Nicci.....and to Jeni, good luck in stepping into Nicci's shoes. I am sure you already know that you have a great role model to follow (no pressure then!!)