British Airways risks doing permanent damage to its reputation
https://www.ft.com/content/55dd4eb6-...6-8def889b4137
Another very interesting article by FT. To sum up the author is saying that customers are fed up with BA in the last few years. Also mentions that BA profit cow is the big contracts with companies for transantlatic flights.
From the article
Even the stranglehold BA’s parent company IAG has on 55 per cent of slots at Heathrow may not be enough to retain customers who have endured tired planes, penny-pinching and call centres so unresponsive that one American passenger has suggested setting up a support group for Executive Club members trapped in mindless waits
Spot on
The complacency is staggering. Until now, the company has been able to rely on the inertia of corporates booking transatlantic business class, which account for the bulk of profits. But charging frequent flyers to change seats is a strange way to reward loyalty, and cramming more seats into business creates a level of intimacy you might not want even if your neighbour was George Clooney. Since admitting last year that the data of 380,000 customers had been hacked, BA has never provided reassurance that it won’t happen again — or made me think that it minded.