British Airways responds

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