British Airways Blasts Out An Apology Email (Customer Satisfaction Numbers Way Down?)


It was a rough 2017 for British Airways with never ending strikes with its Mixed Fleet flight attendants (now resolved) and periodic system meltdowns.

BA Cruz Email

BA today sent out an email that was signed off by the head of Vueling at London’s Heathrow assuring that it still is and will always be a “Premium Airline”, although the new short-haul planes referenced come with non-reclining seats and tightest pitch in the industry (he forgot to mention this).


It is somewhat surprising to receive this half apology signed off by Mr. Cruz. Those passengers that are after “Premium” experience in the air have long left British Airways.

Cruz refers on the email that the Club World dining that has been trialed on London – New York route would be expended to other routes too. What about the ancient Club World cabin with that terrible 2-4-2 seating?

The CEO also conveniently forgets to mention that they have outsourced quite a bit of their Gatwick flying to Titan after acquiring the slots from Monarch.

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