Veteran broadcaster and columnist Andrew Neil has publicly severed his exclusive 55-year relationship with British Airways, delivering a scathing critique of the airline's leadership and cost-cutting measures.
A Loyal Customer's Final Straw
In a series of posts on X, the 76-year-old Daily Mail columnist and former BBC presenter declared his days of coordinating his "extensive and expensive" travel through BA were over. He lambasted the carrier for its "cheapskate service" and stated he would now use "whatever airline is most convenient and competitive." His preferred alternatives now include Emirates, Qatar Airways, Singapore Airlines, and Etihad, which he praised for their superior business and first-class seats.
Neil's disillusionment culminated on recent flights. He reported that on trips to Nice and New York, staff at the departure gate failed to manage priority boarding queues effectively. Furthermore, on a first-class flight to New York last week, the complimentary wifi was inoperative, forcing him to pay for the service.
A Decade of Cuts and Backlash
Neil's outburst is not an isolated incident but reflects a broader backlash from frequent fliers following a decade of cost-reduction initiatives at the airline. A significant point of contention has been the overhaul of the BA Executive Club loyalty programme, which made it more expensive to earn coveted Silver or Gold status. Neil, who holds lifetime Gold status, criticised the new points structure for setting "impossible hurdles even for frequent flyers regularly using business or first [class]."
The cost-cutting has also hit onboard service. This month, BA scrapped hot breakfasts for business class passengers on eight domestic and European routes, replacing them with a cold offering of fruit, yoghurt, and a pastry.
BA's Response and Transformation Plans
In response to Neil's complaints, British Airways apologised for his experience and advised he could request a refund for the wifi charge. The airline later pointed to its ongoing £7 billion 'transformation programme', which involves investments in new aircraft seats, cabins, and lounges.
"Coming months will see the introduction of free Starlink wifi across our fleet," a spokesperson said. "We continue to reward loyalty through the British Airways Executive Club. We know we've got further to go and don't always get things right, and we'll continue to learn from feedback from customers."
However, Neil remained unconvinced. He concluded that staff had "lost any pride working for what was once 'the world's favourite airline'," and accused the current management of putting no value on long-standing, big-spending customers. His final verdict was damning: "Now BA is just another middling airline, charging over the odds for service barely above the cheaper budget airlines. A business model with suicide written all over it."
