To me this is the most interesting bit. It seems that the F lounge / CCR have become busier then, which has been my observation but not confirmed anywhere before.

It would also be interesting (not that we'd know about it or should know about the commercially confidential things) to see what BaxterStorey would need to do to make up for this if there are performance clauses in the contract, which I assume there are.

It is disappointing to see that BA could not spot the issue and deal with them earlier. Audits by clients are often much tougher than regulator audits. If BA haven't been doing a thorough audit on them, they probably should start doing it, so that standards are kept higher. It may be the contractor that messed up, but it's BA's name that will be more tarnished by BaxterStorey's, particularly being a household brand and much better known. Even from that perspective, it really would have been a good idea for BA to keep a closer eye on it.

Having said that, I do wonder if both Plane Food and BaxterStorey as well as Caffe Nero were having a really bad day. I know it's important to prevent those 'bad days' but sometimes things just go wrong, a lot.