British Airways and the art of delivering bad news
Breaking bad news to clients is always tricky but a bit of intelligence might be able to soften the blow. A few days ago British Airways sent me an email to let me know that the Gatwick-Munich route I use (indeed their only route Iβve used lately) is to be axed from the start of the 2006 summer season.
While this is incredibly annoying at least I know about it. In the next paragraph they try to soften the blow by letting me know that there are going to be additional flights from Heathrow. intelligence fails them however because I donβt have access to Heathrow and their database already knows this.