1 What problems does Peter Greenwood face? Sky Airways is a major European airline with routes predominantly in Europe but offering daily flights to New York, Johannesburg, Mumbai and St Petersburg. At the last meeting of the board of directors the airline’s owner and chief executive, Bernie Williamson, expressed concern at the growing number of complaints his airline was receiving. His analysis of the increasing trend revealed a strong link between number of complaints and minutes’ delay. This did not surprise him. What did surprise him was the large number of underlying complaints that were, in the main

(around 72 per cent), about the on-board catering.