Fly the flag
Sir: I was astonished to read Mr Richard West's comments about British Airways' cabin crew in his article 'Fly the foreign flag' in your 23 January issue. I have not the faintest idea where he got his informa- tion from, but I can assure you his facts are entirely wrong. I find it extraordinary that the Spectator can publish remarks that are as inaccurate as they are insulting.
In a large community like British Air- ways' cabin crew (about 5000) we naturally have a few miscreants. But they are a tiny minority, and are dealt with through the normal disciplinary procedures. To their credit, the cabin crew trade union takes a very responsible view of such matters, and has never taken any form of industrial action in support of those who stray.
On industrial matters we naturally have our disagreements with the trade union and negotiations are often tough. But in the years I have been managing cabin crew I have never found such disagreement dis- agreeable, nor anything to justify the trade union being labelled as 'bloody-minded'.
I am delighted to say that British Airways is well served by its cabin crew, the vast ma- jority of whom do an excellent job. This view is supported by our passengers who, through comprehensive and continuous surveys, consistently declare themselves well satisfied with cabin crew performance. Indeed over 95 per cent of those surveyed
declare that they will travel with British Air- ways again because of the way they were looked after by the cabin crew. Further- more, our cabin crew regularly generate twice as many compliments as they do com- plaints.
You may also like to know that British Airways' cabin crew are now amongst the most productive in the world, and that in- cludes the UK independent airlines.
E. W. P. Evans
Head of Cabin Services, British Airways, TriStar House, London (Heathrow) Airport North, Hounslow, Middlesex
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