But its more than just the Training Department to make an organisation (any organisation) work and deliver a quality product to its customers. It is everyone that makes it "click". Junior staff always look up to management for guidance and are lead by example.

I always thought the BA emphasis on "introducing" all cabin staff was a touch trite (terribly British ). I also was interested in the way their captains (or CSD or whatever BA call their cabin managers) thank all staff in the "team" for a job well done at then end of a long flight. Just think about the greeting BA gives its long haul passengers (even before seeing the status of the passenger on the BP) - it is usually very good.

I think the media coverage of the BA flight deck crew on TV last night after the LHR 777 crash did BA no end of good (and Boeing no end of harm) and the term "team" seemed to be used as though it actually might have been an effective "team" on that flight.

My point is that many BA people that front the public actually are giving the customers a good impression of a good airline. This is a vast improvement on 5 years ago. BA have had their customer delivery problems in the past and I think they are working their way out of them. I suspect QF are some years behind BA in this regard.

It is management (at all levels) that lead staff and motivate them. Get the managers right and the staff might follow.