My letter to the boss of BA – here's how to fix your airline

I am writing to you on behalf of the thousands of Telegraph readers who shared their ire following my recent feature on a flight from hell with British Airways. In the comments below the article, and in emails and letters sent to me since, I have read countless similar tales of woe. I can draw only one conclusion: something is wrong with your company, and if you are serious about restoring the glory days, when BA could reasonably call itself the “world’s favourite” airline, I urge you to read th

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