BA: sorry isn't enough

2003

It seems to have taken a while for somebody to state the obvious about the British Airways dispute, but the prize goes to Michael Skapinker writing in today’s FT.

"It is the job of the chief executive to know when his staff are that unhappy," he says. "What is even clearer is that the customers could not care less who was to blame. When they are sweating, exhausted and fed up, they expect someone senior to take charge and tell them what is happening."

FT Online | Half-baked apology that wasn’t worth the wait