Oh, Merry, I'm not trying to tell BA how to run their business. I'm simply trying to tell the airline why they've lost my business.

I guess I don't see why it's "the height of arrogance" to express one's views to a service provider. But then, I don't see why so many BA apologist-customers on this board attack their fellow flyers so reflexively and jump to the defense of the airline, rationalizing any and every crazy policy change or pricing outrage, at every turn.

To answer the question about replies: I received a form letter back in the mail from an assistant to Eddington. Then, a few days later, as I had also availed myself of the feedback mechanism on BA's website, I got another letter exactly like it, which rather spoilt the illusion that a real person was/is reading and responding to customer input.

The letter contained nothing new, but ended with the wistful coda: "We do hope you'll choose to stay with us."

So I wrote back to the functionary who signed the letter with a rational, polite, multipage but eminently readable explanation of why I think the BAEC changes are ill-advised and why I am changing my flying patterns to avoid BA. I sent a copy to the head of North America marketing, with a brief cover saying I thought she might be interested as I was sure marketing the EC would be more challenging from now on.

I never heard boo from the UK, of course, but I did get a long, thoughtful reply from Astoria... basically acknowledging that the EC changes would disadvantage many customers and these were hard decisions to make, etc. The only tiny sliver of news in it was that the new, outrageous premium cabin award levels could be reviewed in the future. It was the most honest (and only personal) communication I've had from BA.

Yes, Merry, I agree that the time for complaining is over. And the time has come for flying airlines that pay attention to more than just the lofty Merry-tier of customers. 'Bye.


[This message has been edited by BearX220 (edited 06-17-2003).]