Dear Sir/Madam,

This letter is in reference to your Executive Club / Avios program and represents my second attempt in the last 6 months to let you know my opinion and frustration with the program. In this instance, however, I will be clearer (i.e. less polite . . . sorry) in conveying my opinion and intent.

Given my overall satisfaction with your business/first service, I reoriented my travel patterns a year or so ago to utilize BA on a more frequent basis. My travel is mostly to destinations other than the UK. I quickly established "silver" level status and could/will quickly (re)establish "gold" level status, if I choose to divert even more connections through your Heathrow hub. I also signed up for your BA Visa card, receiving a "free" companion ticket in the process.

After months of trying, I find it difficult/impossible to use my mass of accumulated points for anything of practical value to me or my family. I am typically hampered by (a) lack of availability of seats, even many months in advance; and (b) when I do find seats, the surcharges you apply to these supposedly "free" tickets turn out to be outrageous; leading me to (c) either use points or pay for tickets on alternate airlines (often with more convenient connections relative to my ultimate destination).

The fuel surcharge is a particular outrage to me. I will leave it for the various court systems to opine about the legality of this particular surcharge. However as a practical matter, it strikes me as deceptive and disingenuous. Fuel should be embedded in the base cost of travel and I'm sure your accountants can figure out a way to properly embed this cost - with a reasonable hedge for price fluctuation - in the base cost of a ticket. I am then struck by the way this surcharge gets applied to "free" travel (e.g. using Avios points or even using the companion coupon I received for my BA Visa card). For example, the supposedly "free" companion fare I received costs - in many cases - about the same as an economy ticket. And if this is the case, why not just buy - for example - an economy ticket on another airline with a direct connection to Boston? This system is way out of "whack" with your competitors. For example, during a recent attempt to utilize Avios for a trip to Barcelona later this year, I was quoted over $800 in taxes and fees (most of which was the dreaded fuel surcharge), not to mention the large number of Avios points. Utilizing United's Mileage Plus program, I was able to get a ticket for $32.50 with roughly the same number of points.

My intent is as follows: Unless you can give me a good - really good - reason to continue flying with BA, I will alter my travel patterns significantly. When my final destination is something other than the UK, I will most certainly utilize other airlines and alliance partners. When my destination is in the UK, I will most definitely explore other options as well (e.g. Virgin).

Judging by the "chatter" I see about this on the web, this appears to be a significant customer relations, and possibly regulatory/legal issue with BA. I strongly encourage you - as a business - to re-explore your direction and practices in this regard.

Sincerely,

John Bishop

*********************************************** John E. Bishop 878 Townsend Road Groton, MA 01450 USA Telephone: +1 (617) 331-3425 E-Mail: bishopje@mac.com John Bishop <bishopje@mac.com> To: John E. Bishop Letter to BA Sent Via WebMail Earlier Today February 8, 2013 11:26 AM