Very bizarre experience on a LGW-DFW flight:

Four of us together in Club World. Purser was pretty snotty to several people around us during boarding and quite unfriendly during the lunch service. About 4 hours out of DFW, seatmate and a friend behind us decided it was time for a Diet Coke and a bite from the larder so he heads up to the galley. He asks the seated Purser for two Diet Cokes and he promptly gets up and goes into the galley and says, “I don’t think we have any more, but I’ll look.” Three cans are sitting on the counter, in clear view. He fairly obviously covers them with his newspaper, opens a drawer and announces, “Sorry sir, we’re fresh out. There are none left on the plane.”

Seatmate says, “what about those sitting there on the counter – those you just covered with your newspaper?” Purser, looking flustered, says, “I’m sorry, sir. Those were pre-purchased. They are not available.” Seatmate is not the most experienced international J traveler, but is nonetheless pretty certain that passengers, in any cabin, don’t purchase their Diet Coke’s, let alone on an option basis. He’s perplexed as to what to do next, so he turns and returns to his seat -- empty-handed.

One in our party is a former CO FA. She hears why she can’t have a Diet Coke and a spirited bit of discussion commences. You can probably imagine it. I listen to all of this and decide it’s time to explore a bit further. I get up and head to the rear galley (which, by the way is a looooong way back there – I’d never ventured past that curtain before! ) Anyway, after making my way through the maze of feet, arms and shoulders, I reach the galley and ask the cabin crew member if, by chance, he has any Diet Coke.

“Yes, of course,” he says and opens a drawer full of them. I say, “That’s interesting. I’m sitting up in Club World with my friends and we were just told that there is not one to be had on the plane.” The crew member looks a bit surprised by the statement, somewhat discretely rolls his eyes and picks up about 8 cans in his two hands and says to me with a smile, “How many would you like?”

“Just two,” I said, “and by the way, how much are they?” He looks at me in bewilderment and says, “I’m sorry, sir? They don’t cost any more back here than they do up where you’re sitting – the only difference is you’ll have to suffer through them with plastic cups,” and winks. “We’ll manage,” I say, with feigned revulsion.

I thought about taking 7 or 8 of them back up to our friendly Purser in CW (perhaps selling them to the highest bidders as I worked my way through the premium cabins), but decided a chat with the Cabin Service Director might make my point a little more appropriately (not to mention less intrusively). I asked for him and was told he was on a break so I left a message with the gentleman to have him stop by and see me when he had a moment.

A little while later the CSD stopped by. I started by asking him, “Can you tell me, how much does it cost to pre-purchase a Diet Coke?” He recoiled in surprise and said, “I’m sorry, sir? There is no cost for any beverage on board.” I told him the story. He listened very intently and said, “I’m very sorry, sir. What has occurred is completely unacceptable. The crew has the ability to purchase remaining soft drinks after the flight and I suspect that one of them had set aside some cans for themselves.” To which I said, “at the expense of premium cabin passengers who would like to enjoy them in-flight?” “No, of course not, that’s completely unacceptable.” I added, “I’m quite sure they’re readily available in Dallas -- and likely at a substantial discount over what you'll pay BA for them.” He smiled and said, “Yes, I suspect you’re right.”

I added, “And then there is the problem of “we’re fresh out. There are none left on the plane,” when there was at least a drawer full back in economy.” I explained with a couple more examples how this was representative of the attitude and level of service the Purser had been providing from the moment we boarded, and I just thought he should know about it.

The CSD was very gracious and apologetic and thanked me repeatedly. He asked if there was anything I would like for him to do for us. I told him that there wasn’t and that wasn’t why I asked to speak with him – I just didn’t want the Purser to get away with such sloppy and disrespectful service, especially in a cabin where the majority of passengers were spending $10K to experience it.

I could see through occasional breaks in the curtain that the CSD went forward and had an immediate and lengthy conversation with the Purser. My friends and I all grimaced to each other at the thought of the treatment we might be in for. The conversation went on for so long that the second FA on our side of the aircraft had virtually completed the tea service before the Purser joined her.

From that point on, the Purser could not have been more friendly, polite and helpful to everyone in the cabin. He was a completely different person. While topping off seatmate’s tea he leaned across and said, “I understand you spoke with my colleague and were unhappy with our conversation in the galley a while ago. Please accept my apology, I did not mean to come across as short. That was not my intent.” Of course, it also wasn’t the problem, but it was an awkward situation and he deserved a lot of credit for addressing it.”

I have to say that the CSD saved the day and I give him a lot of credit for owning the problem and apparently handling it in such a constructive manner with the Purser. It turned around a situation that otherwise would have left a bad taste for all of us.

Pucci, I thought to myself, “What would Pucci want me do if she were CSD on this plane,” and proceeded accordingly. Of course I also fantasized about you actually being the CSD on our flight and the prospect of witnessing you take your hairbrush to the lazy Purser. I should be so lucky. . .