Open letter to Bob Ayling, British Airways:
Over the past few months your company does seem to have made some effort to endear itself to travel agents. However, I have to say I find the latest issue of Key News (Janurary 1) concerning passenger service charges to be highly offensive.
Because of actions you have taken and which the courts have declared (admittedly subject to appeal) to be illegal, you now appear to think it equitable to give us instruction to correct your errors.
‘Travel agents must observe the following instructions…’, ‘…written instructions must be given…’, ‘…the stickers (which we haven’t yet received) must be used…’, ‘…travel agents must in all verbal or written communications…’, ‘ …travel agents must never give the impression…’
Why should we have to waste our time and effort correcting your mistakes?
Maybe if you had written to us apologising for what had happened and asking us to co-operate you may have received a little more sympathy but issuing high-handed instructions to us is not appreciated.
Peter CStone, managing director, The Travel Centre of Henley Ltd, Henley-on-Thames, Oxon