I haven't written, but I do know that when I was at the Spring Moon launch event for the Peninsula inspired food Mr Kester Yim asked a group of 4 Diamond members what was the one improvement in service that they would most like to see. Without a moment's hesitation all 4 said "bring back the trolley service in J".

Obviously there are limits to how much CX listens to its most valuable customers.

The "it's not hygienic" line is just rubbish. The obvious response to that ISM would have been: "so why do you serve the salmon and caviar in exactly that way in First"?