Most successful companies realise that their customer base is built upon the three foundations of “ People, Relationships and Trust”. This results in the repeat custom and “family” which generates the kind of response from “bigjames” above.
So, I am rather bemused by the direction that the management of this airline are taking the company. The apparent deliberate brand erosion is destroying the unique selling point of this airline, namely that is used to be a quality experience. Lowering standards of service, lowering standards of catering, no first class on all newly acquired aircraft, delays, dirty aircraft etc, etc,etc are all contributing to the customer looking to the competition. If this company has a direction it is leaving the customer and it’s own staff behind.