Originally Posted by
dougzz
BA probably think this is a result. Saving on CC costs and not compensating customers for poor 'premium' service.
At a time when they are apparently trying to improve the CW service levels to win business, I imagine BA will actually be very concerned if there is a perception of poor service compared to other carriers. Most people, because of the relative lack of publicity and paucity of cancellations, will not even realise there's a strike on - and they'll just think the reduced service level is the norm for BA and not bother to travel with them again.
It might well be that if customer satisfaction scores dip even further, and complaints rise, that will be seen as a plausible reason to change tack and settle the dispute. If BA undertook a Net Promoter Score exercise on a LH Mixed Fleet route right now, I bet the results wouldn't look stellar, and the longer Mixed Fleet are out the harder it will be for BA to maintain service levels.