Originally Posted by
Prospero
BA's First service is not homogenised but on several other airlines, I tend to think it is.
This is precisely what is wrong with BA's service. No one expects passengers or CC to be 'homogenised'. Consistency should be evident in how the service is delivered. In a restaurant the staff may know the preference and personality of regular customers. That doesn't mean that they should forget to set the table for new clientele or fail to bring wine or take an order. Engaging with new people is what service industry professionals do every day. BA F fails to deliver consistently good service. Part of this seems to be related to training, supervision and (possibly) staff numbers. Having mediocre food, drink and hard product doesn't help.