The Highs and Lows of British Airways

British Airways has been having a turbulent time with cabin crew strikes over low pay, IT meltdowns and much else beside. There is a big risk that BA is alienating support among their frequent fliers.

BBC's Newsnight reports on the competitive challenges facing British Airways. Their profits have increased and IAG shares have soared. But is a focus on the bottom line in an industry where profitability has been hard to achieve risking the goodwill of customers? There is a terrific line in this video - "expectations of British Airways are anchored in history." Meeting those expectations whilst at the same time continuing the drive for ever-improving cost efficiency is one of the toughest tasks in business.