LONDON Love&Hate 愛と憎しみのロンドン

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British Airways fire: 'We saw the smoke. The smell was bitter. It was time to panic'


I’ve subsequently seen some criticism of them on Twitter but if you weren’t there, how do you know how you would have reacted? People do odd things when they panic.


Dear Mr Moriya

Thanks for letting us know what happened when you were travelling with us. I apologise for the delay in replying to you. I'm sorry to learn that your flight to London Heathrow was delayed on 04 July. I completely understand how frustrating it must have been for you, especially as this isn't the first time this has happened to you. I’m so sorry for the problems we caused you.

Our Operations team investigate the reason for every flight delay and this tells us where we’re going wrong. From what you’ve told me about your delayed flight, I absolutely agree we’ve let you down.

We always want to maintain a stable operation and we’ll only delay an aircraft if we really have to, particularly as it affects our customers and their plans. If you speak to a staff member at the airport, or call our contact centres, we’ll do our best to re-arrange your travel plans to suit you.

We're very grateful you've taken the time to let us know what happened when you travelled with us. It’s only through your feedback we’re able to focus on areas where we need to improve, so we can offer you the best possible service. Sometimes it can take time for us to fix the problems we’re having, but we’ll always work hard to make sure they get resolved. Our Executive Chairman, Keith Williams, makes sure we improve continuously across all areas of our business, and I know you’ll see positive changes very soon.






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