Originally Posted by subject2load

This is as good an illustration as any of the way in which BoB, at a stroke, changed for ever the fundamental dynamic of the relationship between BA’s crew and so many of its frequent customers, not least those who routinely book economy (by personal choice or otherwise) for their short-haul travel. And I guess the real irony is that whilst the decision to introduce BoB was of course driven wholly by financial motives, it has brought with it collateral, damaging consequences that are unrelated to money or indeed anything tangible.

I would imagine those chats - which you say happen now far, far less frequently - rarely included much, if anything, in the way of real substance. But you clearly consider them a loss, even though they presumably have no material effect one way or the other on your comfort factor ; hardly surprising, given that in so many ways (albeit not exclusively), customer service is about emotion.

On one level, BoB ‘simply’ means paying for a cup of tea / food - items that were, for so many years, provided as part of the onboard product. No big deal, many might say ..... it’s very common these days. But .... your comments show that where an airline with the heritage of BA is concerned, it can actually mean much more. It is, importantly, about the way BoB has impacted on the interaction between staff and customer. And your changed experience put me in mind of a particular definition of customer service ...... one I remember reading many years ago, but which I feel stands the test of time :

I may not remember what you said or what you did. But I will always remember how you made me feel.