It seems that Mr Trinder went to the papers because he felt that BA didn't value his custom. I think he's right, but I feel sorry for him only because there are people who won't see it from his side and think he's a heartless B'stard
Airline economics says that if you want real service, you pay for it. He forked out 3 grand for a ticket which says on it (in invisible ink)
"I've paid a lot of money so that airline staff don't treat me like the the cheapskates in the back of the plane. For this wedge of cash, I don't expect my flying experience to be negatively impacted by other passengers whilst staff do nothing about it."
When staff failed to live up to his reasonable 3-grand expectations, what the story didn't mention was that he then, also quite reasonably, called the airline to extract a refund for the effective breach of contract on this flight.
Because this guy flies a lot, and spends a lot of money on those flights, BA should have realised how much dosh they make from this customer, and thus been really sensitive to HIS needs. By this I mean:
"So sorry Mr Trinder, our bad. We value your custom. Big bouquet of flowers on its way to you. What is your favourite tipple? A case on its way to you. Full refund of the ticket is on its way to you"
[Customer service guru advises - make sure the freebies actually turn up, many companies fall down on this point and BA specifically have in the past]
"Mr Trinder, your next flight with us will be FOC. We're sorry we didn't live up to our usual high standards, but we're glad that you'll allow us to demonstrate our service excellence with your your continued custom."
This country needs more customers like Mr Trinder - they drive up service standards. Those of you who have criticised him, do you ever complain if a product or service fails to live up to its promises? Or do you allow shoddy practices to slide?
Of course choices are limited when someone pops their clogs at 35,000 feet. Snap decisions have to be made if procedures are not in place to deal with such an eventuality. You don't want a dead body lugged back and forth, up and down the aisles of a plane.
But I wouldn't want to even know about a dead body on a plane, never mind see it in there just across the aisle. And for 3 grand a seat? At that price the ticket should have printed on it:
"No dead bodies. Guaranteed"
Don't even get me started on children on planes. That's for another day.