A little more emphasis on common sense and less use of the stick would work wonders in giving passengers a better experience. But is there any indication that anyone on high is bothered?
Our CEO, Carolyn McCall, is going to great lengths to make sure our customers have a good experience (introduction of allocated seating, huge emphasis on OTP, cabin bag guarantee, customer charter etc etc). In turn, local management are accountable for implementing these projects to achieve this. Rather than just whining about things on here, if you feel you have constructive comments and suggestions how we could continue to improve our service levels then I'm sure that Carolyn would be extremely grateful for your feedback.