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Binman62 – 05/05/2013 15:04 GMT
You are so right, the hard product has notionally improved and the soft product deteriorated beyond recognition certainly at BA.
Others have to a point done the same thing thinking the hard product will sell the service and people won’t notice the soft product fall in standards, SQ did it when they introduced the A380 and many things we clipped away in F & C, they found they had quite a lot of angry passengers on their hands who were paying a lot more for less. They had the good grace to restore things to normal.
Sadly, BA have continued to cut.