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British Airways

OneWorld – 15 Airlines – OneHeadache

OneWorld – 15 Airlines – OneHeadache

While code sharing is a model that should benefit customers greatly, the reality is still far from the promise.  As a result, customers who benefit from one aspect of the customer experience – pricing advantages – suffer along the remainder

Andrew McFarland 1 December 201530 November 2015 Customer Experience, Customer Loyalty No Comments Read more

British Airways… [Not] Their Finest Hour

Sure it was an internal publication.  And maybe it was tongue in cheek.  But let’s agree that using Osama bin Laden as an example of mobile phone boarding pass technology was at least poor taste, at worst stupid. Training your

Andrew McFarland 10 August 20102 September 2015 Influential Factors - Harmful, Why Bother with Customer Service No Comments Read more

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