british airways

May 12, 2017

Some customer experience lessons from United’s and my own experience of denied boarding

In recent weeks, we have seen a enormous amount of coverage of the incident involving Dr David Dao when he was violently dragged off a United […]
October 11, 2011

British Airways and using suppliers to deliver your customer experience

photo credit: sebastien.barre As some of you may have noticed (or not) I was away on holiday last week and we flew back into the UK […]