British Airways sales and marketing director Andrew Crawley told the Travel Convention that there should be “less of a nanny state” when it came to delivering consumer protection.
Citing the example of the recent flight ban due to the Icelandic ash cloud, he said customers stuck in short-haul destinations such as France could have done more to help themselves by hiring a car and claiming a refund on their flight tickets.
“At some point it is incumbent on consumers to do a little bit more thinking themselves,” he said.
“The subtext is not that customers are on their own, the subtext is that people can use their initiative.”
He added: “If you run out of petrol you don’t expect the government to bail you out, you deal with it.”
- More from the Travel Convention at travelweekly.co.uk/tc2010
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