There is not a single instance that has not been discussed here, and all of which can be laid at the door of this constant cost-cutting. It seems to me that they are reaping what they have sown.

It has taken me a while to actually crystallise in my mind what the fundemental problem was at British Airways and I realise that they have forgotten that they are dealing with people. Ultimately their business is to carry passengers and freight safely and swiftly by air. There is a hard-nosed attitude towards passengers from all these stories. There is no compassion anymore. It all comes from that hardfaced, hard hearted brute Walsh. Cruz is just his gofer.

I hope that the tide of passengers turns as that alone will open eyes. It is now really nasty at the back of the bus - steerage is nearer the mark.