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1.0 INTRODUCTION British Airways is the world's second biggest international airline, carrying more than 28 million passengers from one country to another. In addition, it has always been regarded as an industry-leader. While British Airways is the world's second largest international airline, because its US competitors carry so many passengers on domestic flights, it is the fifth biggest in overall passenger carryings (in terms of revenue passenger kilometres). There was a significant drop in both passengers and cargo carried as a reflection of the difficult trading conditions resulting from the weakening of the global economy, the impact of the foot and mouth epidemic in the UK and effects of the September11th US terrorist attacks. A further element in the airline's future profitability has been the formation of its global alliance. The launch of the one world alliance in February 1999 was an important step forward in introducing benefits to our customers around the world....

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