I flew LHR-NCL BA1328 in Club Europe on 14 January .

I had expected to get the usual cooked English breakfast as usual for a morning flight to Newcastle - I am a regular on this route. What BA hadn't told me or anyone else before the flight is that the breakfast on this route (and I understand a few other routes) has now been downgraded since last week so that we no longer get a cooked breakfast. Instead I was offered a small plate of a few slices of fruit, with a small pastry and a small yoghurt. This is in no way equivalent to the cooked breakfast I used to receive on this route and clearly a downgrade to what is offered. I can understand if BA wanted to offer a fruit plate as an additional option for those who would prefer it, but there is no choice given to customers. BA has simply withdrawn the cooked breakfast and it is either the small fruit plate or nothing.

BA talks a lot about wanting to be a premium airline, but changes like this just seem cheap and almost intended to annoy otherwise loyal customers. This is merely cost cutting dressed up with some pretence of offering customers what they asked for – despite customers never being explicitly asked whether they want this change.

Also please don’t claim serving the hot breakfast has become challenging. I have flown enough to know that well organised crews can easily complete the service within the time allowed. If a small minority of crew are struggling, this should be a prompt for BA to give some additional training, not used as an excuse to cut what is offered.

Added to the other changes last week – downgrading some routes from band 3 to 2, removing the starter from band 3 and 4 routes, and removing a hot meal in the afternoon from band 3 – it really does highlight that the overall motivation for these changes is cost cutting. There is no sense that BA has an overarching purpose to be a premium airline, or that when deciding this change anyone really asked how does it fit with that purpose and is cutting the hot breakfast something a premium airline would do – mostly because it doesn’t. BA seems to be obsessed with cutting costs, not how they can improve the service even if it costs more to do it.

I have to say these changes, in particular the removal of hot breakfasts, has really annoyed me – and talking to other people I know who fly with BA their view is the same. I am really frustrated and really disappointed that BA have made these changes against their passengers wishes.

​​​​​​​Thank you for speaking to me this morning about your Billund flight and for taking the time to write to us about your experience in Club Europe on BA1328 from London Heathrow to Newcastle on 14 January. We’re sorry to hear that you are unhappy with the recent changes to our meal options, on a selection of our shortest Club Europe flights. The company does feel that due to the limited time available on these journeys, serving and enjoying a hot breakfast has become challenging. The decision was taken to ensure a more comfortable experience, and we’ll now offer a continental breakfast on these routes.

However, it’s important that we acknowledge that you are disappointed by the change to the breakfast offering, particularly as you’re a regular customer on this route and had clear expectations based on past experience. We do understand why the withdrawal of the hot breakfast feels like a downgrade, especially when it wasn’t communicated in advance and no alternative hot option was available. We recognise that, for many customers, the onboard dining experience is an important part of what distinguishes Club Europe, and it’s understandably annoying when the service doesn’t align with what you’ve previously received or what you associate with a premium product.

You’re right that, in recent weeks, we’ve made some changes to the onboard service on certain short‑haul routes, including adjustments to meal formats and catering bands. These decisions are taken after careful consideration of customer feedback, operational constraints and consistency across the network, but we accept that the outcome on this occasion didn’t meet your expectations—or those of other loyal customers who value the traditional cooked breakfast on early‑morning flights.

We also acknowledge your point regarding communication. When changes affect the service customers have come to expect, it’s important that we do better at explaining what’s changing and why, particularly for frequent travellers such as yourself. Your comments about choice, perceived value and how these changes align with our broader aspirations as a premium airline are especially appreciated and will be shared with the teams responsible for onboard product and service design.

A hot breakfast will continue to be available on the vast majority of our short-haul flights, and we are also introducing a new Ploughman’s Afternoon Tea concept on some of our longer short-haul flights, which combines the best of a classic Ploughman’s and Afternoon Tea.

I’m genuinely sorry that this experience left you feeling disappointed and annoyed. While I appreciate that this doesn’t undo the frustration of your journey, please know that feedback like yours does influence future decisions.

We value your loyalty and are grateful that you’ve taken the time to articulate your concerns so clearly. Once again, please accept our apologies for your experience on this trip. We hope to welcome you back on board soon.