A Lurker
I work in the service industry as well and also have feelings like that to the OCCASIONAL customer but the issue here is that they have written this on a forum which is easily accessed by the media and now also "Horrid" people like myself.
The inference which is a very strong one is that it applies to ALL of the people flying with BA this Christmas. At least by flying EY I can sleep easily realising that the crew on my flight will not hold me in such disdain or at least not before they meet me
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There was another great posting and along similar lines on the SLF forum last night which thankfullt was removed.