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VK Good CEOs take an interest in their customers and reply as part of their professional attitudes. In the last year, I had an immediate personal phone call from Phil Bentley at British Gas. I then had an immediate reply from Justin Kings office at Sainsburys. Another immediate reply came from Andy Street at John Lewis. These gentlemen display interest in their customers. Sadly, as you suggest, the people at the top of BA are too busy to talk to the people who pay their salary. To ignore his premium passengers and not bother to acknowledge or reply, Keith Williams does this at his peril.