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The double messages are becoming the most frustrating thing for front line staff. When our new CEO first came to BA which was only a few months ago it was all about ‘making BA the best again’ and highlighting the competition from EK, VS/DL etc. Then…a few months later the product we are offering is being further reduced. Which is it? Are we trying to be ‘up there’ or not?
The other aspect is the general arrogance of BA as an organisation. I recently carried a duty staff member on board who was a manager in Sales and Marketing and we got chatting. I said i’d be ‘useless at selling’. His reply was ‘oh it’s called sales but we don’t sell. We are the dominant carrier it’s just about negotiating’. And I think that sums up a lot of what those at head office believe.
***My personal opinions only***