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These statistics don’t really surprise me. The top three areas for complaints at BA are:
2. Baggage handling
In the case of 1 & 2 I don’t doubt FR excel BA in performance.
There is also the aspect of expectations. BA promises a lot in its marketing and advertising and the reality doesn’t always match what people see in the pictures.
And finally – what does someone get out of complaining? Just by reading some threads on FT and the like it is pretty obvious that some peoples motivation for complaining seems to be compensation in the form of Avios.
**These are my personal opinions only**