British Airways has lost the loyalty of customers after hundreds of flights were grounded over the weekend, according to a travel journalist.
An IT meltdown caused flights departing from Heathrow and Gatwick airports to be cancelled on Saturday and flights on Sunday and Monday were also affected.
Travel journalist David Gordon, who is in Boston without his luggage due to the problems, told Carole Malone that this incident has shown the loyalty of customers to be worthless.
He thinks the lack of communication was a big problem for British Airways and caused even more customer dissatisfaction, and called for the airline to keep its phone lines open 24 hours a day.
Whilst some members of the public have argued the word 'British' should be removed from the airline's name, Gordon believes that would be too damaging for the brand as it is known worldwide.
Listen to the full interview above