1977 and the lowest 23. 2% in March 1977. The longest average delay per month (including the 15 minutes qualifying period) was 5 hours 58 minutes (July 1978) and the lowest 24 minutes (April 1978). Over the thirty-two months for which the se records have been kept, 53% of flights were late and the average delay of these flights was 3 hours and 4 minutes.
B
9
The Director of Civil Aviation has only recently been receiving from BA statistics in respect of time keeping in and out of London. The se statistics are at Annex B. They generally confirm our experience in Hong Kong.
C
10
The statistics at Annex C in respect of availability of seats are difficult to summarise. But perhaps it is sufficient to say that on an unacceptable number of occasions it has not been possible to get a seat within 24 hours of the scheduled departure times. This has been especially true during periods of high demand and as such might be excusable. But in fact on no occasion when seats have not been available has the plane left full. In some cases the seat factors have been as low as 32%, indicating that a substantial amount of capacity is pre-empted for intermediate points.
11
The criticisms of the quality of the service generally are impossible to summarise. 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.
12
These defects affect all categories of passengers. Unfavourable comparisons are made with the service provided by other airlines. Similar criticism could no doubt be made of many, if not most, other airlines, but it is a fact that the British expatriate staff of some companies have refused to travel on BA and their firms have been obliged to use foreign carriers.
Causes of the poor standard of BA's service
13
The causes of the shortcomings include:
unpunctuality
(a)
(b)
(c)
industrial action in Britain
bad weather at Heathrow and other intermediate points unreliable engine s
G.S. 166
CONFIDENTIAL #Z
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