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« More than ego-stroking the Top 500 | Main | Hurdle-jumping with Linkedin »

18 August 2005


Niall Cook

To prove your point about trust, I just switched to Emirates from my usual BA for a flight to the Middle East this weekend. I just could not take the risk that I'd be left stranded - either at Heathrow or at the other end.


Niall, I wouldn't be surprised to learn of many others making similar decisions already.

It's also interesting seeing some of BA's customer relationship communication in action. As an Executive Club member, I received an email today with an apology for the problems last week and with a gift - quite a few air miles as a gesture from BA.

That's very good indeed, not a bad step in efforts to rebuild those relationships with the traveller group whose demographic profile must indicate they are a key group BA needs to keep sweet.

Niall Cook

I'm an exec club member as well, but no email and no gift. They've clearly already read your post, and decided I'm not worth keeping sweet.

No-one in our office has received any free gifts of air miles though, even though they've had the email. Smacks of favouritism to me...


Hmm, that's interesting. I have no idea how BA is working out their approach. Perhaps it's an Exec Club differentiator of some kind. For instance, as a member in continental Europe, my member benefits are different than those of members in the UK. The club miles structure is different, too.

Just guessing, though.

I think it would be terribly un-smart if they were communicating different things to different members without some clarity of why.

People talk, you know ;)

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