A general observation from flights with BA.

Crew excellent and I enjoy flying with BA, but they are always lets down by scruffy and dirty planes. Whether Domestic, Econ or Club, seats are dirty, carpet not cleaned. My dad just flew 747 to Hong Kong, dirty WT+ toilets out of service and econ food served to WT+.
Wrote to EC, with my comments, praising the staff yet why they have dirty planes. Usual comment back:
Thank you for your email dated 21 November 2012. I am sorry to read that you found the area around the seat to be dirty and the cabin to be shabby on your recent flight. I know this isn't the kind of service you would expect from British Airways and I do apologise for letting you down.

We know how important the aircraft’s appearance and cleanliness is to our customers. We have made improvements to our cabin environment a top priority. This has meant spending more on specialist cleaning equipment and setting up new performance-based contracts with the cleaning company we use.

We have also re-examined our own processes to make sure that problems in the cabin are dealt with as quickly as possible. Everything is recorded and passed on to our maintenance team as soon as the aircraft lands, so they can put it right.

We acknowledge that there is still work to do in this area. We have started the changes and we are getting a positive reaction from our customers. We will continue to focus on long term improvements to our aircraft.

I am glad, though, you and your wife were happy with the service you received from our cabin crew. You can be sure they will see a copy of your email - and I know they will appreciate what you've written.


I wish they would up their game, it is a huge let down. I work in Hospitality and would not let people into my meeting rooms/bars/restaurants in a dirty state, so why would you expect it from a plane. Maybe I am too over critical