In my experience as a UK exporter, it will take British Airways more than getting a new message across to win back support (MW July 31).
My company is a member of the British Security Industry Association Export Council – a body whose member companies are exporters of British security products and services.
A recent straw poll showed that none of us now uses BA, and among the reasons given were: fed up with being lectured to by a pompous public school mistress; surly ground crews; made to feel that frequent flyers like us are a nuisance to them; on-board service has deteriorated, food is worse, service seems to be a chore to the cabin crew; and BA has priced itself out of the market on long haul.
Another gripe is BA’s meanness over Air Miles and frequent-flyer points. For instance, my last BA flight involved Heathrow to Taipei, Taipei to Sydney, Sydney to Johannesburg, Johannesburg to Heathrow. The ticket was booked with BA and Quantas, no points were awarded and I only received miles for one section. When I queried this, the Executive Club replied that cheap fares were not eligible. They are on Virgin and the other airlines.
Our exhibition group will be flying to Singapore and San Paulo in the autumn. I doubt whether any will bother flying with BA. Virgin, Emirates via Dubai, Singapore Airlines and Malaysian are our favourites, with Varig the best to South America.
It will take more than a phone call to bring us back on board.
General manager Far East/ Asia Pacific
Newport, South Wales