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When I saw the news that British Airways had managed to strand 75,000 passengers because of a computer system crash last weekend, I immediately had one thought: Vienna. I had to fly to the Austrian capital from London for work three weeks ago and in a stroke of outstanding luck, found myself booked on the business traveller's airline of choice, BA. Still, I was thrilled to get an email from BA a few days later thanking me for choosing the airline for my recent flight and asking if I would like to offer some feedback on my customer experience.The email I received from BA had a signature at the bottom from Alex Cruz, the British Airways chief executive who has become a walking byword for incompetence since the chaos of last weekend. Because he used to run Vueling, BA's low-cost Spanish sister, Mr Cruz has been pilloried as a budget airline arriviste, so bent on screwing down costs he didn't bother to make sure he had a proper back-up system.He only needed to look out of his window in Dublin to see the rise of the mighty Ryanair.We still don't know exactly what happened at BA last weekend.
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