Originally Posted by
ThatT1Feeling
I met Abi at a couple of GGL events and she was very much aware of current issues and the competitive marketplace in which BA was working. As Airprox said above, I suspect she was frustrated about the trajectory she could see ahead of her - but hid it very well. It's rarely a good sign when customer-focused people leave, unless she is leaving for better things!
I'm surprised she has stuck it out this long. We were talking about the cyclical nature of the airline industry, how carriers goes through phases of slashing costs > bumper profits > customer satisfaction tanks > customers leave in droves > airline has to invest in the experience etc etc, and I said we just have to ride it out with BA, and she replied that she was glad I had said "we". Clearly £600M on some new crockery and enough duvets for 3 aircraft were not enough of a step, or even a shuffle, in the right direction
