Originally Posted by
Howard Long
A case of lazy, incompetent and Teflon-shouldered vendor management. It was already a risky thing to use third parties in this way offloading direct day to day customer interface, and now to have BS publicly respond directly in this way seems bizarre.
You're likely right there, Howard. Rather surprised we didn't see a joint statement from BS and an appropriately senior person in BA. To me it looks like a move by BS to try and do some damage control to their own brand and reputation, as well as an unusual direct admission that they are shouldering the responsibility.
That said, BS were highly publicised as the new catering partner and maybe feel that it's now too late to "hide" behind BA.
The whole thing smacks of poor management and direction, and the lack of a joint statement may hint at choppy waters ahead.
I do wonder if someone at some point will see outsourcing for what it is and have the balls to try bringing things back in house again? Or are those days gone, the business beholden to the P&L and the short term investor?