Absolutely. It isn't rocket science. Sensible people know 'sh#t happens' and they will respond well and be forgiving - and even more confident and loyal - in response to being told with complete and full disclosure and honesty what happened, why, and what will happen to put it right.

However the somewhat bigger picture is that FT is a decent resource and you would have thought it highly improbable that both BA and BS might have realised by now that there was severe dissapointment with what was being delivered in these lounges. But little happened and when it was - it was slow and still failed to meet what was on the tin. But how can food be delivered to the table cold? You don't need a flame to cook a burger. You don't need to be a Michelin Chef to ensure the food is hot when placed on the table. Week in week out we have discussed it but we see no resolution to the repeated and easilly solved problems. Heating is simple and it is clearly symptomatic of kitchen problems.

It is my clear instinct that BA and BS know what is posted here and even from just the feedback and complaints knew this was a problem ... they deserve to be shot if they don't ... but have simply failed to respond. The poor quality of food in a way is a partly a marketing / expectations issue but the hygiene issue is a fundamental breach of trust and a clear display of institutional incompetence. You expect BA to ensure that they take trouble to do things that avoid the risk of seriously making you ill. This is the flagship First Class lounge of the airline they proclaim as the "Worlds Best". It is bad enough that they do not cook food here. It is bad enough that they cannot even reheat pre-prepared food. But risking the well being of their customers in this way is just a convergence of serious issues too many. It is a complete joke.

The only explanation that fits all the evidence is that actually they don't really care that much or they are utterly incompetent.