GF 323
CONFIDENTIAL
- 2
D
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the lack of available capacity. DOT has undertaken
to prepare a paper setting out the facts of BA's performance on the cabotage route over the past five
years.
2.3
As far as can be judged from the Hong Kong
end, the causes of the shortcomings include :
unpunctuality
(a) industrial action in Britain
(b) bad weather at Heathrow and other
intermediate points
(c) unreliable engines
(d) the fact that some of the London/
Hong Kong flights went on to Australia where they were also subject to curfews and industrial action that compounded any delays on the London/ Hong Kong leg.
unavailable capacity
(e) capacity reserved for intermediate
points.
Now, (d) no longer applies; although if BA extend London/Hong Kong flights to Peking and Shanghai,
or Korea, it could recur. Both (a) and (b) are largely outside BA's control. BA could improve on (c) and (e).
2.4
Unpunctuality and lack of capacity are clear matters of fact. But there is also an underlying discontent with the service generally. To single out particular aspects: unsympathetic cabin service; inadequate and dirty toilets; too many intermediate stops. Most frequently complained of are unhelpful attitudes when aircraft are delayed, particularly. failure to make alternative arrangements for passengers and baggage.
2.5
These defects affect all categories of passengers. Unfavourable comparisons are made with the service provided by other airlines. The British expatriate staff of some companies have refused to travel on BA
and their firms have been obliged to make other arrangements.
CONFIDENTIAL
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