Full article on forbes.com
British Airways poured money into marketing this year by re-painting four of its planes in heritage liveries and running a series of TV and online advertisements hailing 100 years of flight by the flag carrier.
The campaign – which drafted in celebrities like Olivia Colman – sought to rekindle BA’s historic reputation as “the world’s favorite airline”.
Yet the company seems oblivious of the thing that made it so popular in the past: looking after customers.
Striking pilots are not due to walk off their jobs for another fortnight and BA is already in the doghouse over its chaotic handling of the situation. As well as forcing affected customers to wait for hours on its chronically under-staffed call centers, the airline has spread the misery by wrongly telling other passengers that they need to re-book...