I really don’t know whether your speculative percentage here is right or wrong. But I guess it can’t be too far off the mark, so let’s go with it. That said, I do feel that your reference to some sort of ‘Flyertalk phenomenon’ is something of a distraction, when essentially it’s all about good customer service - a matter that has, rightly, occupied the attention and interest of consumers long before the days of FT.


The very fact that maybe only 5% of those travelling will do so in First Class cabins is what places such a serious obligation on the supplier : anyone sitting in that section of an aircraft (especially those doing so with their own money) has every right to expect high standards of service - and a professional response to grievances when things go wrong. Ideally, without the need to resort to legal channels.

I really don’t know whether your speculative percentage here is right or wrong. But I guess it can’t be too far off the mark, so let’s go with it. That said, I do feel that your reference to some sort of ‘Flyertalk phenomenon’ is something of a distraction, when essentially it’s all about good customer service - a matter that has, rightly, occupied the attention and interest of consumers long before the days of FT.


The very fact that maybe only 5% of those travelling will do so in First Class cabins is what places such a serious obligation on the supplier : anyone sitting in that section of an aircraft (especially those doing so with their own money) has every right to expect high standards of service - and a professional response to grievances when things go wrong. Ideally, without the need to resort to legal channels.


It’s perhaps a naïve thought, I know .... but I often find myself wondering just what sort of airline BA could become, if their approach to cases such as this (and indeed many others), were shaped by better principles.


I’m thinking of principles where the start point is how can we resolve a legitimate claim/grievance promptly and pro-actively, and thus meet our obligations, to the customer’s satisfaction ; as distinct from let’s obfuscate and prevaricate as much as possible, in the hope that he/she may give up in frustration and/or despair, and simply goes away.

The current policy may be effective in keeping a little more money in the BA coffers ; a more ethical corporate mindset would, I firmly believe, yield far greater rewards over the longer term.

I really don’t know whether your speculative percentage here is right or wrong. But I guess it can’t be too far off the mark, so let’s go with it. That said, I do feel that your reference to some sort of ‘Flyertalk phenomenon’ is something of a distraction, when essentially it’s all about good customer service - a matter that has, rightly, occupied the attention and interest of consumers long before the days of FT.


The very fact that maybe only 5% of those travelling will do so in First Class cabins is what places such a serious obligation on the supplier : anyone sitting in that section of an aircraft (especially those doing so with their own money) has every right to expect high standards of service - and a professional response to grievances when things go wrong. Ideally, without the need to resort to legal channels.


It’s perhaps a naïve thought, I know .... but I often find myself wondering just what sort of airline BA could become, if their approach to cases such as this (and indeed many others), were shaped by better principles.


I’m thinking of principles where the start point is how can we resolve a legitimate claim/grievance promptly and pro-actively, and thus meet our obligations, to the customer’s satisfaction ; as distinct from let’s obfuscate and prevaricate as much as possible, in the hope that he/she may give up in frustration and/or despair, and simply goes away.

The current policy may be effective in keeping a little more money in the BA coffers ; a more ethical corporate mindset would, I firmly believe, yield far greater rewards over the longer term.