British Airways needs to ensure its reality matches up to its advertising

In case you missed it, British Airways is 100 and is celebrating this monumental birthday in style; proudly flying the Union Jack it is highlighting its credentials as a beloved symbol of British patriotism and aviation excellence.
The only snag? Its customers, consumer watchdogs and even its own staff beg to differ. The brand has been struggling for some years to live up to its proud image and now with a multi-million pound campaign – it’s first since since 2012 – and a huge