British Airways chief executive Willie Walsh thanked the trade for its support through this year’s ash crisis and industrial dispute, saying turning away from the trade would have been “disastrous”.
He acknowledged that the carrier had moved away from paying commission but said he stood by that decision.
“I have spoken to many agents who agree that that has kept them focused on the added-value they can offer their clients,” Walsh said.
“Turning away from the trade would have been disastrous for BA. You drive an enormous amount of our business and will continue to do so.
“We know you look after our mutual customers with that personal touch. We know that many customers want to talk through their options with somebody.
“We value each and every booking that are made with us.”
Admitting BA had to embrace change to secure its future, Walsh added: “What’s not changed is the importance of how you deal with our customers.
“In the end it’s our customers who will drive change and it’s up to us as businesses to adapt and change to offer what our consumers want and expect.
“In the future I look forward to working with you to achieve that objective of delivering great service to our customers.”
- More from the Travel Convention at travelweekly.co.uk/tc2010