Originally Posted by
Arctic Troll
People who always fly LCC, but fancy splashing out for a milestone birthday or anniversary, so they 'upgrade' to BA. Only to find that BA are exactly the same as the LCC that they always otherwise fly with. Are they going to be disappointed? You betcha.
The issue with losing brand value is of course that you'll lose customers in the long term. I'm experiencing just that among friends. Most are puzzled that I fly BA. It doesn't surprise me that BA averages a 5 out 10 in Skytrax customer reviews while Easyjet and Ryanair get a 6 out of 10.
Originally Posted by
Padmeister
... and every other airline is better that nobody would fly BA at all because they are sooooo bad.....
Don't underestimate the power of a low price. Furthermore, I wouldn't conclude from full airplanes that customers are indeed happy. The survey is one of many indicators that customers seem to think that BA is heading in the wrong direction.