Companies can’t rely on solo stars to get customer relations right - the whole team needs to be on board

A recent British Airways flight gone awry served as a perfect example of how brands get it right and wrong, says Chris Blackhurst

British Airways gave our columnist a hit and miss experience recently (Reuters)

Last week I flew to Dubai on business with British Airways in what turned out to be a masterclass in how to get customer relations right – and wrong.

My return flight was the overnight BA106, departing 2.25am to land at Heathrow 6.07am. Except it didn’t. We were delayed 28 hours.

At first, as we waited in the lounge, no explanation was given. Then it was announced a faulty part had been discovered on a wing flap. BA was working to fix it.