Moderator notice:
This thread captures your own feedback, the responses posted here were all originally posted in
http://www.flyertalk.com/forum/briti...iscussion.html thread. Since that thread has grown limbs, can I ask that you focus your own personal feedback on the lounge food and beverage offer in this thread, and enjoy the continued general discussion in the sister thread.
Thanks for you support and understanding.
Prospero
Moderator: BAEC forum
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Dear all
Thank you for your feedback so far both on the threads and via pm - we recognise how important our catering in our lounges is to you.
The team has been working hard during the transition to Baxter Storey since 25 April which will complete with T1 on 13 June. As our hospitality partner we believe that their ethos around fresh food and good service will help us provide a premium service in our lounges. In response to your feedback we wanted to provide some background and an update on where we plan to make changes.
Our customer research clearly showed that customers wanted something appropriate for the time of day, improved choice and variety. In response to this we introduced a buffet from 12pm-3pm and from 6pm-close. We chose to focus on a high quality afternoon tea offering between 3pm-6pm in all lounges. During this period, anyone who prefers not to take afternoon tea can choose from sandwiches, soup and the fruit and ambient snacks that are available all day. There are no plans to re-introduce a continuous buffet but we will continue to monitor your and other customer feedback on this issue.
Variety in snacks was also a strong theme from our research. We now provide a greater selection of fresh fruit as well as a better quality range of biscuits and cakes. The packaging limited our options, so we chose a fresher product that could also be displayed in an attractive way. Current consumption of cakes and biscuits has increased significantly plus we have had many positive comments about the quality and variety so we have no plans to change this.
In the First lounge and the Concorde Room, we accept there have been issues during transition. We moved from a pre-prepared product to a fresher product on all day dining, which required a different skill set from the team, and we have now made changes to address this and have received positive comments from our customers in regards to the food that is now being offered from our menus. We are working on the F class buffet as we accept that changes are needed and we have reviewed and incorporated current feedback in the offer which will be implemented shortly.
We have also received some general feedback about lounge appearance and clearing away, especially at busy times. We have deployed extra staff to ensure that we maintain the high standards that our customers expect.
Finally, please accept our apologies for any disappointment related to the transition. We would also like to take this opportunity to thank you for your patience during this time and give you our assurances we are committed to making improvements and we are confident that we can deliver these and more through our new partnership.
As ever, please do continue to tell us your feedback on this thread and we will monitor it closely.
Warm regards
Nicci