When assessing the investment worth of a company, Philip Fisher, author of ‘Common Stocks and Uncommon Profits’ talks about “Scuttlebutt”. This is where you place weighting on the experiences of customers, competitors & vendors of a company.
This Qantas letter was written by my father and has still not been responded to. What was an issue over a $50 faulty Qantas product now risks both parents not flying on Qantas anymore. As they live in Perth and have a holiday house in Melbourne they fly a lot; particularly Mum.
Place weight on the experiences you, and people you know, have with companies you are considering investing in.