The appearance and behaviour of the spokesperson during interviews is critical, they can really damage the organisation reputation when its done badly. I personally think the image of BAA or Heathrow Ltd has improved massively in the 2 years between the 2 previous video clips. The lady comes across as sincere and likeable the fact she got some figures wrong would not have been noticed by 99.9% of the population and that is what matters.
Last edited by MAN777; 20th Jan 2013 at 15:16.