9. Employ, via an agency, (not BA staff) some real "Mystery flyers" who will fully report on BA's flying experience for customers, and whose reports really impact managers' salaries.
I agree on the mystery flyers. But i would prefer them to be BA employed. I'm on the recieving end of external contractors and quite frankly they are only there to make money, service isn't in their vocabulary. Lets face it, even if BA implemented mystery flyers, the jobs would go to someone with a relative allready working at BA, rather than real people with a passion for BA, travel, customer service and has no connection with BA at all at present.
I would have to agree with your comments regarding certain posters on the CC forum. there appears to be some excellent folk with heads screwed on that should be nurtured. they may allready be in management positions for all i know, but if they aren't they should be. External managers without flight experience are essential, managers are there to manage staff, intimate knowledge of a plane, loading dock, cockpit is not essential, desirable yes , but not essential.