Just come back from an ex-VIE LHR-SYD in FIRST (BA out, QF back) and was struck by the difference in the air and on the ground. Both BA and QF flights had great in-flight service (just shaded by QF, but not much in it), good food (BA slightly better) and AVOD IFE (BA actually worked -- whee! -- but QF a better selection). Seating shaded by BA: the QF product isn't as private and the seats seem slightly narrower.

However, experience on the ground at LHR was rather nasty: the VIE-LHR leg sat on the tarmac for 15 mins waiting to cross the runway, and then a further 15 mins awaiting a 747 exiting the cul de sac. No fast track in operation at flight connections. "Service" in the Concorde Room absolutely appalling with serving staff chatting to their chums and ignoring pax (ended up complaining to a lounge dragon who was suitably embarrassed). Then the 73 mile hike along Victor Pier to find a boarding scrum with no evidence of priority boarding.

Of course, on return to LHR we had a remote stand, a bus that took 20 mins to cover 800m and a scrum at the gate entrance with a cluster of irate families wanting gate-checked pushchairs. And then a 100m (no kidding) queue at EU immigration with only 2 desks staffed.

Contrast with SYD: dropped off rental car a 1 min stroll from the terminal. Porters to carry the bags in the F check in area. We were early, but QF staff opened the flight for a couple of mins to check us in. Express customs and security line took all of 5 mins and the new lounge, while not having the panache of the VS LHR clubhouse, beats the Concorde room into a cocked hat (spa, sit down restaurant, good selection of other food/drink, great at seat service, good view etc.).

OK, not exactly news that LHR sucks (and that it's mainly BAA's fault), but after reports of variability in the BA F service we were pleasantly surprised by all aspects of the in-air experience. Of course, nabbing 1A and 1K at OLCI helped, but the crew on both BA sectors were great and had just the right mix of friendliness and professionalism.

As a couple, we've only really done SQ in first class before (my previous BA F has been ex-LGW to DFW/IAH) and while SQ is still the winner, the difference was not as marked as we expected. Just goes to show what an impact a good crew makes.

BC