Originally Posted by
Waterhorse
The big event failures are things that people will moan about for decades to come, but if we fix enough small things, you might start to notice improvements.
For too long, British Airways' management has appeared to believe that the small things don't matter and they have chipped away at them relentlessly to save a few pennies in the apparent belief that we, their customers, either won't notice or won't care. It's the attitude that has led BA to become a miserable, penny-pinching outfit that is a nightmare to deal with and too often even to fly with.
You have a huge hole to dig yourselves out of, and insincere apologies won't help.