Jim Collins recently sent me his latest book, How The Mighty Fall, which I have not managed to prise off my wife yet. If he’d written a British version of this book, it would have to feature BA. British Airways. How on earth has the greatest British brand fallen out of the skies to such depths of despair? I asked a couple of members of the BA staff, does BA stand for Bloody Awful, after the worst experience I have ever encountered of substandard behaviour by representatives of BA. I was checking in proudly to my first class seats at the BA counter in Manchester, when I met the second rudest woman I have ever had the misfortune to meet. We had telephoned the night… Read the Rest »
