TominScotland….you have valid point. Many millions fly with BA each year and for the vast majority it is fine (or acceptable) with no issues.
However it must also be acknowledged that BA dont help themselves. They have huge PR departments and spend millions on marketing yet split a couple on honeymoon. They will leave passengers sleeping in VCE whilst flying an empty plane home and all of this on top of leaving thousands sleeping on the floor of T5 following 2 inches of snow. They also appear to have left people on board an aircraft overnight following the disruption caused when the cowling doors were not checked by their own engineers and crew….not once but possibly as many as 6 times!
It is telling that following the 777 BA38 incident 5 years ago BA paraded the flight and cabin crew in front of the media milking the publicity for all it was worth. They are strangely silent this time.
These incident can happen to any airline and perhaps it is just the torrid UK press that choose to highlight them but even if that is true, why do they have no strategy to deal with these stories.
I fear that the problem is they have no strategy much as they also appear to have lost their way in terms of simple human customer service not to mention slipping down the league tables in terms of product development and delivery.
They remain a force to be reckoned with but I wonder how much of that is due to dominance at LHR rather than the real first choice of passengers.