AGENTS
complaining about Fresh Approach are a minority faction of serial complainers,
according to British Airways.
Speaking
exclusively to Travel Weekly, BA’s top brass sent a defiant message to BA
bashers who continue to switch-sell away from the airline.
Field
sales general manager Ian Heywood said: “Have you ever looked at the number of
agents who complain about Fresh Approach relative to the total market? Every
month since we introduced it we have gained premium market share. Does that
mean everyone in the market is happy? No.
“Does
it mean that the majority of people in the market are happy? Yes. These
complainers are not representative of the marketplace.”
The
interview – the first conducted by BA since April’s decision to abandon
commission in favour of sector booking payments – also covered the carrier’s
contentious Future Size and Shape programme, future payment and incentive plans
for agents, and it’s long-term promotional strategy.
For full interview see pages 4 and 5 of Travel Weekly
December 10.