Dear Yorkshire Traveller

I am writing to you, following your journey between Leeds Bradford and London Heathrow, on 19 September.

I was very sorry to learn of your disappointment with the recent amendment to our business model and the impact this had upon the above journey. As you may have read in the press, the decision was taken by the Airline following a six-month study surveying the views of 10,000 air travellers.

I hope you will be able to appreciate that the environment and markets in which we operate have undergone significant changes over recent years. This has meant we have had to modify the way in which we do business and to make appropriate adjustments to our products and services. The changes will however mean our customers will have a wider choice of very competitive fares from Heathrow, although I appreciate, that frequent flyers will not be able to earn miles on all of these fare categories.

The decision to become Europe's first modular airline has seen us move to a single class cabin on most services, although we are still offering a two class service on five routes including, London-Heathrow to Glasgow, Edinburgh, Belfast City, Dublin and Brussels. Whilst the changes have meant the withdrawal of complimentary catering within the cabin, we now offer a wide range of quality products for purchase. I am however aware of your particular disappointment with this aspect, but would assure you that all other elements have been preserved, which include lounge access and the full service previously offered by our ground staff.

As a frequent flyer and valued member of our diamond club, I would like to assure you that we have carefully considered these recent strategic changes and will be making every effort to ensure our frequent flyers receive a consistently high level of customer service.

On behalf of bmi, may I extend our sincere apologies to you for the disappointment caused. I do very much hope however that we might continue to be of service to you.

Yours sincerely

Laura Hurst (Mrs)
customer relations executive