IAG/BA's new £20 million "To Fly to Serve" campaign, probably aimed as much at some of its staff as its customers, is now under way. Presumably warm and fuzzy feelings are the objective along with a new confidence in a warm, friendly service ethic.
Naturally, to measure progress, post flight customer comments are sought. Passengers may receive a questionnaire via email. Excellent idea. All goes well until the end where there are two boxes,-one for favourable comments with no upper limits on adulation. The other,-for less favourable comments ,- comes with a severe warning that any containing material that is unlawful,obscene,threatening or offensive will not be accepted.