• Champagne enhanced away from Galleries Club lounges.
• Prosecco/Cava/Cremant introduced in Club Europe, replacing Champagne.
• No alcohol loaded in CE for flights departing before 11am.
• No meal choices in CE, aligning standards with the IB Express service.
• Galleries First at LHR closed and replaced with a 4th business lounge following refurbishment.
• First Wing becomes exclusively for ticketed F pax only with the corridor leading to a refreshed CCR.
• F avios redemptions removed.
• J avios redemptions become unlimited, but switch exclusively to dynamic pricing because customers have provided feedback that they struggle to find reward availability.
• Seat selection fees are introduced for all customers.

I’m sure there are other initiatives that the new Head of Customer can think of to erode the customer experience further, slash costs and hike their bonus!