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British Airways Shows How Cuts to Quality Destroy an Airline Brand

British Airways no longer has a positive net promoter score among its own customers. They obliterated their reputation very quickly. And data shows that customers have become more likely to leave British Airways for a low cost carrier. So rather than making BA more competitive, they've given up their competitive edge. There are lessons here for US airlines as well. Continue reading British Airways Shows How Cuts to Quality Destroy an Airline Brand.
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