Thanks to FT, I knew ahead that Mixed Fleet crews were likely to be operating our return from PHX last night, on the BA288. I personally think Mixed Fleet is a good thing – BA needs to modernise its crew structure, loosen the stranglehold the unions can place on it, have a more cost effective operating base and young crews are no bad thing at all (if managed and trained correctly).
I must admit it was funny seeing BA crew wearing hats as we boarded, but we were shown to our seats (2A/K), by a
very friendly,
enthusiastic and
welcoming member of crew. Drinks soon followed, as did sleeper suits, wash bags etc, and all very promptly. ^
The crew were noticeably different from the ‘norm’ – all appeared younger than me (and I’m ‘only’ 30), and not
quite the same polished ‘chat’ and ‘service’ you usually get from regular crews. I say ‘usually’, as in recent years I’ve had some very surly cabin crew serve me in the J and F cabin, so by no means do I think that BA's non-Mixed Fleet crews are always a shining example for the airline.
However, the point of this thread is to highlight that from my sole experience of Mixed Fleet, I think the crews need some more training for serving in the premium cabins. Or – and I guess this isn’t possible due to the Unions – they should have some senior and experienced BA crew members as part of these younger teams to lead and direct. BA need to find a way to address this, promptly.
Some ‘issues’ I’d highlight from the flight would be:
* The crew didn’t come around and set-up the video screens for passengers in F before the safety video started – it had been playing for at least 30 seconds (maybe a minute) by the time they came out to ask passengers to pull-out the screens and watch. They really should have been standing at the front of the cabin before it started, too.
* The sound for the safety video was turned down so low it was barely audible. My wife, who has a very very slight hearing deficiency, couldn’t hear it at all. I have perfect hearing, and I could barely hear it. I'm not making a mountain out of a molehill - you should be able to clearly hear what's being said. Never had this issue on a 744 before. The other crew announcements in the cabin were perfectly audible.
* Prior to take-off, it was announced (as it should be) that the cabin lights would be dimmed for take-off (the flight was late leaving due to a delayed inbound – we didn’t take off until nearly 9pm). However, the cabin lights remained on full throughout take-off. I looked over my shoulder and it was the same in all cabins. This really shouldn’t have happened – it’s a safety matter.
* The Cabin Services ‘Manager’ (I note she wasn’t a CSD) went and said hello to my parents in 1A/K early in the flight. Now, I know my Dad is GGL, but we were on two separate bookings - travelling under our own means. Whilst I'm only a Silver, it would have been nice to have spoken to her myself. I didn’t note her talk to any of the other passengers in the cabin (but perhaps she did). It’s usually a nice touch when travelling F…
* Being an overnight flight, I prefer to get dinner ‘out of the way’ fairly quickly, so I can watch a short film or listen to some music before I sleep. It was 1 hr 15 mins after take-off before orders were taken – we were served our food first in the cabin (so no complaints there!), but it was still 3 hrs 15mins after take-off until our desserts were cleared. By this time we just wanted to sleep, so declined any tea/coffee or chocolates. Service really should have been quicker – it took far too long for each course to be cleared, plus my wife and my main courses were served several minutes apart. When dining at the same table, food really should come together. This is supposed to be like dining in a fine restaurant. To top it off, the bread came out halfway through the Starter course...
* Breakfast was all a bit rushed this morning too (there were 13 people in the cabin). I ordered
Mrs 747_not_777 a croissant, to be followed by bacon and sausage. Rather oddly, it all came served on the same plate…(!) Never seen that before, not even in a cafe...
But bearing all of the above in mind, I cannot for one minute knock the enthusiasm and friendliness of the crew. I simply think they need more training, and for some more experienced crew members to be placed within their teams to offer leadership and guidance in the air.
One young guy serving in our cabin in particular was really trying very hard indeed - as part of a regular crew, he would have fitted in fine. When I asked for my bed to be made-up, I’ve never seen it done with such attention to every single detail.
Taking the flight as a whole, it wasn’t one of the better F experiences I've had. If I had paid good money (and not BA Miles) for the flight, I would have been left a little under-whelmed.
Suffice to say, if this experience is the “norm” with Mixed Fleet - and wasn't a one-off - I think the situation is entirely recoverable for BA. They just need to train these new crews better. As I have stressed already, they appear very keen and enthusiastic . They just need better support and more time in the classroom.
Over to you BA...