British Airways responds

We would like to reply to the letter that appeared in The Jakarta Post on Nov. 20, 1999, titled Home for the holidays from Mr. John T regarding British Airways service in Indonesia.

Unfortunately, British Airways were forced to temporarily suspend direct services from Oct. 31, 1999, due to worsening passenger demand. We are still very committed to providing a superior service to our customers in Indonesia and have excellent connections from Jakarta to Singapore with a large number of other airlines who connect with our many services from Singapore to London. Your flight home will have been rescheduled through Singapore offering you the most convenient schedule available.

With reference to your complaint regarding our telephone system, I am sorry you had difficulties contacting us. I was made aware of this problem and we took steps as soon as possible to improve our service to our customers. You should now find that your merely press "1" for Qantas and "2" for British Airways, which connects you to the same "efficient young ladies" that you have spoken to in the past. I would be very keen to receive your feedback if you feel a problem still exists.

Furthermore, you mentioned that British Airways has a monopolistic position in Indonesia. Competition to Europe from Indonesia is very aggressive, perhaps the most intensive of all routes from this market, thus British Airways certainly does not have a monopolistic position. Fares to Europe over the last two years have dropped significantly and are only now beginning to increase. British Airways follows the market sentiment in Indonesia and always offers value for money in comparison to its key competitors.

Finally, I would like to ensure you that at British Airways we are constantly looking to improve our products and services for the benefit of our customers. Currently 50 percent of our aircraft serving the Singapore route have seat back videos, more legroom, new menus and ergonomically designed seats. The remaining aircraft will be upgraded over the following years. Our Club World will be upgraded from early next year to feature completely flat beds in Business Class, the first for the airline industry.

I do hope that you will give us the opportunity to renew your confidence in British Airways. I would be delighted to discuss your issues further with you should you wish to provide us with your contact details.

CLAIRE HATTON

Manager Indonesia

Qantas/British Airways

Jakarta