Up in the air

It was totally unexpected for the airlines to treat their high-yield passengers like that. Passengers of both first class and business class are simply considered the bread and butter for any airline company.
A valid question should be asked about the reason for choosing British Airways and ignoring its rival Virgin Atlantic.
I am wondering about the reason for a business leader like the article writer to prefer handling the case in such a relaxed tone. I would say that he is eligible to use more decibels in delivering a sharp message to BA management and its field representatives.

Date: 18 February 2010 commenting on http://www.forbes.com/