Originally Posted by chow
The trouble is that many former BA pax will not return to flying with a company which has had such an appalling, demoralised and dispirited cabin attendant work force up to now.
Not really.
Premium and absolute passenger numbers have been improving even despite the threat of IA.
The "relaunch", and of IA and improved BASSA-interference free customer experience (hot towels in WT+ anyone?) can only help that.
The bottom line is that most BA cabin crew stuck to their knitting and continued to deliver good service. That was my experience on over 120 BA flights during the course if this action. Those that did not, well, a new culture of performance assessment will see to that. And Mixed Fleet, once bedded in, will prove to be a boon for passenger service, equal to, if not exceeding, the others fleets in terms of service.
This is a real opportunity for customers to become central to what BA is all about, and I commend it wholeheartedly.