I agree with Brian Mathews' comments (Flight International, 7-13 October) concerning the replies from the British Airways customer services division. We had a major dispute earlier this year over the re-routing of our daughter's flight through Jeddah and the unpleasant experiences she had to put up with en route to Muscat, Oman. Letters to the chief executive went unanswered and the reply from customer services arrived several months later, and missed points raised by ourselves.
The "improved" frequent-flyer programme has proved to be anything but, as the mileage allowance for Joe Average traveller has been sizeably reduced unless one buys a "full fare". Mileage allowance is now based on class of ticket.
If BA maintains this standard of customer relations, it will soon be able to reduce the size of its Customer Services division as passengers depart for other carriers.
Charles Smith
Muscat, Oman
Source: Flight International
