This matter become know to someone employed by British Airways and who suggested I write this letter. Thank you for your letter of 20 May to Mr Ayling. I have been asked to reply on his behalf and I regret not to have done so sooner. I am concerned to read about what happened when you travelled with us from Harare to London on 30 April 1998. 1 realise how difficult your journey must have become and I am sorry you felt you were not given sufficient support from the crew at that time.
Intervention can inflame a situation and cause it to become out of control.
Naturally, the crew are unable to call for assistance from the police or security forces during the flight. While our people are trained to deal with any situation which calls for a passenger to be restrained, this must only be used as a last resort as they must use their discretion to ensure any situation is not allowed to escalate in the air. Once on the ground, they may then call for the police if it is believed necessary. As you know, we require that passengers seats are in an upright position for take-off and landing. That said, it is clear that what happened was not ideal and I am very sorry that it added to your dissatisfaction with the handling of this matter.