The difficulty when you have an ongoing problem is that everything else you do is at risk of looking a bit daft. Which is why the BA web-ad below, courtesy of my colleague David Kaminski-Morrow, and the mailing they sent me as a customer this morning just don't quite work, in the circumstances.
on April 4, 2008 1:56 PM | Reply
A colleague of mine, who recently handed back his 14-year BA Gold Card, opens every sorrowful conversation we have about the BA mire with the query "why would they do that?"
Again and again and again BA shows that it has no concept of how it is being damaged by virtually everything it does these days.
The latest incident with Naomi Campbell is another astonishing own goal. By all accounts Ms Campbell can be a bit of a handful but for BA to have one of its first-class passengers dragged off an aircraft in handcuffs... at a time when those high-spending pax are deserting the airline in droves... chalk up another stunning PR victory.
For those of you lucky enough not to be BA Executive Club members here is the Club press release for the T5 opening day. Now had I been in charge of sending this out, I might have waited 24 hours, just in case. But oh no...
"Five and a half years ago the building of our new home began in our most visionary project to date. Today we opened the doors. There is no more waiting... Terminal 5 welcomes you.
At Terminal 5 everything has been streamlined and designed to make your journey through the terminal calm and relaxed. And this morning we saw all the planning fall into place."
You couldn't make it up.