I must have had a generic version, as I was not asked to suggest any new benefits for BAC.

Most of the questions were nothing new, and I should doubt BA would learn much other than by comparison with results of earlier similar surveys and what they reveal about trend. However, I was interested in the focus of many questions about perception of BA. This has allowed me to communicate the generally negative view I have about some aspects of BA and its business, including the changes to BAC. Although personally, I am largely immune to these changes, they asked whether I would recommend BAC to friends, relatives and colleagues. I said I would not, and for most of these people, I would recommend that they look to another airline's frequent flyer programme, depending on their particular circumstances.

I have given considered and detailed answers, although I am under no illusion that it will have any impact at all. I tend to agree with the observation about 'hubris' made above. BA is a business. Up until the recent instability in the USA market, it was doing rather well. It had found that you could make decent profits with an unambitious route network, mediocre product, chronic delays and average FF programme. It did not need to listen to feedback from customers, it just needed to point to the numbers. Are things changing? Who knows? Let's all wait and see what happens next.