Kind of OT, I have been really impressed with Hilton customer services as well recently. After each stay there is a short survey and I have responded for all of my last 10 stays or so, most of which have been great and I have said so. On 2 of my stays there have been little niggles which I have mentioned in the survey - but nothing too significant. The first time I got a call from the hotel within 2 hours of filling out the form and last week I got an email within 24 hours from the hotel, upgrading my next stay to a suite.

Amazing fast service. Even as a GGL travelling in F with BA, they get nowhere near this level of responsiveness and the difference almost feels tangible. BA doesn't seem to understand the level of expectation which is being built around them by companies with good CRM systems and great back office processes which mean that even after a little niggle, you end up feeling good afterwards...