British Airways employees are never happy to have service failures but are eager to hear about them when they occur because they know that ignorance is anything but fortune.

• 英国航空公司的雇员以劣质服务为耻，并且，一旦出现了劣质服务，渴望能听到（诉）因为他们深知，没有被投诉仅仅只是幸运。