Originally Posted by
Ancient Observer
I have no problem with proper competition, on price, on add ons, on space etc.
However, as CrazyJ points out, BA and others treat customers with Brutal Contempt. (My words, not theirs).
Amazon have far more pax than BA, far more products, a far more complicated distribution system etc. However, when there is a glitch, Amazon on the phone sort it. They are empowered to solve my problem.
With BA, no-one on the phone can resolve a problem (outside GGL etc lines) .Further, we get read scripts. It is straight forward Contempt. "It is in our DNA" said the boss.
Again, you can see if from different perspectives AncientObserver. Why do we get read carefully worded 'scripts'? Because they know that if they stray from the script that has been approved by their lawyers, they may get in trouble. A lawyer chooses specific words that are designed to admit no liability at any time for any reason. You wouldn't really expect them to do otherwise would you? That's what they are being paid to do. The question then is, why do they feel the need to do this? Answer, because they are afraid they will get sued for 'compensation' if someone accidentally spills some tomato juice.
If you go back 30-40 years, no one would be on here asking 'can I get compensation' for tomato juice or not getting to see an in-flight movie. There would be no need tor a contract that absolves the airline from any liability of any kind at any time for any reason. If you could find a 30 year old airline 'Terms of Carriage', I think you would find it was far shorter and simpler.
The interesting thing as well is that we are not actually as litigious as people think we are. But it is the
fear of litigation based on the perception of how prevalent it is, that drives decisions intended to remove the
possibility of someone suing us. So a city park will remove swings because as the NYC Parks Commissioner put it, 'in today's litigious world, the children come to the playground with parents and the parents come with lawyers.' It's not true but we believe it to be true and act accordingly. Read the following article and ask yourself, 'if you were the airline and believed the common perception that you might get sued, you could see the tomato juice as a potential McDonald's coffee suit and think someone is going to get 2.7 million dollars out of you. No wonder they read scripts carefully worded by lawyers.
https://www.theguardian.com/commenti...s-society-myth