Right - Let's get one thing perfectly clear about the "23kg maximum for one case rule".

I worked in the Road Haulage Industryover 30 years ago and hold a full International CPC. The maximum permitted weight of 25kgs for one man to lift was imposed by the former EEC (now the EC) over 30 years ago and anything over that weight had to be marked with Green Crayon around its length anf girth. This maximum permitted weight was imposed for Health and safety reasons and you will observe that even Builders Merchants or Coal Merchants no longer supply larger than 25 kg sacks. (and haven't for a while!)

How the airline industry in Europe has got away with allowing heavy bags for so long beats the hell out of me, because there were no permitted exemptions AFAIK! The likes of Ikea get away with it on furniture because they use two staff members or mechanical handlers for their heavy stuff and put warning signs up in their premises advising customers to seek assistance. Once the goods have left their emporium, it's no longer their responsibility how the customer handles the items.

Now, the bit I don't agree with is the strict charging of Excess Baggage - I don't like it at all!

From a Customer Service viewpoint, I am dealing with human beings, not bloody machines, and I have always found a little give and take makes difficult situations easier to handle. (eg Passenger gets a crap seat, I let him off a bit of excess - I have to sting him for excess charges, I look to see if I can waive a little bit or give him a better seat or do something to make the "sting" a bit more bearable!) Bit by bit, with the awful seating policy, the computerised excess charging etc, we're moving into a "Computer Says No!" era and I don't like it at all!

Up to now, British Airways has been very fortunate in having a large nucleus of highly loyal customers who have put up with strikes and management "initiatives" and still returned to the fold.

Only when our customers start voting with their feet, will BA see sense, I fear!