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VintageKrug
Participant

Willie’s already at the forefront of this, innovating and using new channels to apologise directly to customers:

https://www.britishairways.com/travel/weather-disruption/public/en_gb

A real feather in the BA Comms dept’s cap for using this medium, and also to BA.com for having the resilience to keep going at a time of great strain on the website.

These sorts of direct communications are another reason he is worth every penny of his £743,000 salary.