Originally Posted by mjh0

I'd never condone being impolite or unpleasant to the lounge staff.

It appears they are poorly trained, likely undervalued and badly motivated, possibly even poorly recruited (i.e. in the wrong job), by their allegedly ineffectual management. (What was it Howard said... "Teflon-shouldered"?)

They therefore have to deal with some crap as it is. It is probably a very sucky workplace environment, so no wonder there's a poor work ethic.

However, I don't see any reason why this is worrying for them. Unless we're talking about an individual who is clearly guilty of serious wrong doing, their jobs are relatively safe, for even if BA terminated the contract with BaxterStory tomorrow, the staff would be protected by TUPE, and life would go on as before.

Conversely, I don't advocate a culture of fear as being a good way to get your staff to outperform either.

This makes it quite hard to change, as you can't fix it by just changing the people, but instead by only changing one or two key people.

It's therefore a fairly crap corner that BA need to dig themselves and the LHR lounges out of.

Originally Posted by intuition

Agree with your take on the timeline.

BaxterStorey has chosen to not respond to those of us who contacted them directly instead of going to the media. IMHO it clear they are reacting to bad publicity and not to the low rating itself.