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I think that it is time that I took over the organisation of BA Euro-catering

I think that it is time that I took over the organisation of BA Euro-catering

Old Aug 27, 2013, 12:28 am
  #1  
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Wink I think that it is time that I took over the organisation of BA Euro-catering

I do wish to appear conceited. I do not need to. I have now flown quite a bit in Club Europe and have watched the tray dwindle and dwindle further again as new "enhancements" are introduced. It really does seem to me that the money is not well spent - so I propose the following

1) Gate Gourmet (if anything were further than the truth) would be given their marching orders (frankly a supply of M&S ready meals would probably be cheaper.) and let's see who else can do the job.

2) Breakfast would be served until about 11.30, lunch from then until 14.30, and Afternoon Tea until 17.00. Dinner on all flight after that.

3) Actually serve things people might like to eat (suggestions please).

4) One Main course and Veg option on any Band 3 upwards. Cut the choices and make what is served better and bigger.

5) Only English cheese served - sorry but French cheese which I adore needs to be ripe not chilled.

6) Where did this Lily O'Brien nonsense start? Is this one of Walsh's extended family. Frankly I'd sooner have a bar of Cadbury's Flake as a desert and it would probably be far cheaper.

7) Goodbye nasty plastic mini bottles of wine and Hello full bottles. Cut down the selection and give people something decent. The bigger the bottle the better the wine. Why should the people up front who are paying a lot of money have the same as Eurotraveller.

Now it is most probably that I will not last a week in the job and I always believed that budget were there to be broken and I suspect that my hairbrush would be exhausted - but tell me what do you think that we should be giving you to eat? When, whilst we are about it, did anyone from BA research actually ask you. I keep hearing about all their "Research" and wonder how many of you here have actually participated.

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Old Aug 27, 2013, 12:38 am
  #2  
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In Europe I don't think it is Gate Gourmet - I think it's DHL and Northern Foods (which may have a new name); from Gatwick I think it's alpha.
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Old Aug 27, 2013, 12:57 am
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i seem to remember that when i worked for cityflyer express we trialled M&S sandwiches, which the passengers loved, but M&S could not supply the amount needed
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Old Aug 27, 2013, 1:57 am
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2) Scrap Afternoon Tea as a concept altogether - a cold plate is fine on shorter journeys - but let's lose the sandwiches please. How about a Ploughman's supplemented by warm pies (like they had about 3 years ago).

4) Fundamentally against this - the longer the flight so the meal becomes more important. Choice on longer flights is actually crucial to me - I'd say offer a choice of 2 mains and a vegetarian option.

5) Yes, good idea. Nothing wrong with selling 'British'. 2 or 3 pieces on the cheese plate would be nice.

6) Almost anything is preferable to Cadbury's I'm afraid. How about dropping the chocolate from the tray and re-instating a pudding (and cheese). Chocolates should be served with the Tea/Coffee service after the meal.

7) Yes, I thought this too especially on the longer Band 3/4 flights. Not sure about cutting back on choice though.

In summary, you're right. We'd both be fired in the first week as all of the above would cost more to deliver. We're likely to get a torrent of replies as to why these things aren't possible, but hey - let's dream on.
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Old Aug 27, 2013, 2:14 am
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Great idea PUCCI. ^

Indeed, this would not necessarily be more expensive to deliver. Possibly, on board logistics may be a problem, especially on really short sectors, due to the reduction in cabin personnel. However, the current pre-prepared, pre-packaged fare can't be that cheap either.
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Old Aug 27, 2013, 2:27 am
  #6  
 
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What you describe sounds much like QF domestic business class.
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Old Aug 27, 2013, 2:32 am
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Some splendid, and well thought through, suggestions there, PUCCI.

The problem with the current meal "timings" is that - as is the nature of aviation, many of those travelling will be on different time zones. SO it's essential to have something on offer at all times of day.

In any discussion of catering, particularly on sh*thaul, cost must factor into the debate. You can set out any menu you like, but when passengers choose LCCs to save 2 (even though it costs them more in the end in fees and inconvenience) then cost must be part of the discussion, front and centre.

(1) M&S would be lovely - I can't believe they don't have the capacity to deliver BA's entire supply, but you should remember BA does have an arrangement with Waitrose for the Club Kitchen. More probable is that BA's appallingly bad procurement dept doesn't have the nous to negotiate properly with M&S to make a deal work - though others on this board will have more insight than me on this point. As an aside, M&S is Northern Foods' (who currently do the catering) largest customer, so you're almost getting M&S under the current arrangement:

http://www.telegraph.co.uk/finance/m...d-factory.html


(2) Afternoon Tea is a peculiarly British concept, and it would be an aberration were British Airways not to offer it.

I love the sandwiches, the scones and the Rhodda's clotted heart attack lotion. A decent cuppa is what many of us crave when escaping from a week rescuing our European cousins from whatever Socialist folly has overtaken them this month.

Having that tea properly complemented with moist sandwiches, scones then washed down by something fizzy and French is, frankly, as close to nirvana as one might care to reveal one has come on an aircraft without assistance.


(5) British cheese would be a masterstroke, the stuff is cheap as chips as there is massive oversupply and it's much better suited to being served chilled. Single Gloucester, Red Leicester and others rotated on a monthly basis would be lovely.

BA seems to be bipolar about presenting British options - it certainly aims to do so, but if you look at what's on offer, there's often a heavy French influence there; perhaps there is a reason for that? Is the catering department infiltrated with them? Perhaps we should flush them out by inviting Virgin into the kitchens and see if they capitulate..!


(6) Ditch Willie's Irish chocs - what's that about?! - and stick with a proper English finger of home made fudge (no s......ing down the back) or similar. PUCCI has plenty of experience packing fudge, I'm sure, so it could double as a second career to while away her dotage.


(7) Normal sized wine bottles, such a good idea. It must be cheaper, would allow for better quality and stop people nicking them - even though those little bottles of pissenwasser are perfect for cooking with ensuring plenty of decent wine left to properly lubricate the cook before he sits down.
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Old Aug 27, 2013, 2:45 am
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Dear Mme Pucci, not once have I been researched.... sorry not once have I been asked my opinion of the CE food offerings, this is someone using a lot of Band 1 - ok I understand its limitations, several Band 3 and Band 4s during an average year. It is quite disgraceful what is on offer and the meal time bandings should indeed be breakfast to 11:30am, lunch until 2:30pm, afternoon tea until 5pm and supper of a substantial form from then on until end of service. As for food and wine - how dare a British company (well Spanish? so that might answer my question) serve Argentinian wine when there are diplomatic issues - the wine might be ok, but I'm going to Paris - I want French wine?
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Old Aug 27, 2013, 2:51 am
  #9  
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I'd not be that surprised to learn that the mythical research is actually focus group based. This is all well and good, but probably only really gives a green light of sorts to what the service provider wants to do, rather than generate genuine opinion about what customers would actually like.

A focus group made up of FT types might be a jolly good idea, and is sure to completely batter the budgets in the process
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Old Aug 27, 2013, 3:06 am
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My problem with afternoon tea is the sandwich fillings. Mayo with tuna, mustard with the ham, pickle with the cheese. I don't mind pickle but there's always too much in pre-packed sandwiches. Maybe it's a personal things but I don't like creamy fillings so I'm always SOL when it comes to BA sandwiches

Some more variety would be nice e.g. Cucumber and mint sandwhiches or smoked salmon. A bit more salad would be good too.
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Old Aug 27, 2013, 3:07 am
  #11  
 
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I am not so sure about all the budget busting...

I think that there would be a case for focusing on quality as opposed to choice - even though I accept for some of the longer S/H flights people who fly a lot want a bit of choice. What is suspect happens at the focus group is that everyone gets to rate things that they want and choice will always come up high - but of course most will rate that below quality but its not being asked in the correct way. For example could we go down to 1 red and white and have better quality - I don't know the answer - I certainly could as I like most wines and quality is better for me but then what do you do if the white wine is a Chardonnay and half the cabin only wants a Sauv Blanc...

If the Club Kitchen is Waitrose then lets face facts they are really not that bad and I am sure something could be negotiated with them.

Interesting idea though as some of the catering really is not that good although some of the long haul catering does seem to have improved a bit of late....

FD.
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Old Aug 27, 2013, 3:19 am
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Originally Posted by V10
I'd not be that surprised to learn that the mythical research is actually focus group based. This is all well and good, but probably only really gives a green light of sorts to what the service provider wants to do, rather than generate genuine opinion about what customers would actually like.

A focus group made up of FT types might be a jolly good idea, and is sure to completely batter the budgets in the process
They do gather informal feedback at places like Taste of London lounge and Gold cardholder events. Plus GGL lunches and other promotional events.

Then there's the awful BAFutureLab which seems to attract any nutcase with a keyboard to post their perspective on BA's strategy, based on economy one way flight they took back in 1987, probably as an unaccompanied minor.

We see today in one thread an example "BA no longer give TPs on AA Dom flights" of how a single experience can lead to an erroneous understanding of how things should be/are, and therefore from that the importance of tempering the weight of any one opinion, while also being faced with the difficulty of sifting through the dross to get at the core of what part of the customer experience is commercially important (which might actually be quite different from the issue being articulated by those in the focus group/forum).

FTers might be a good source of feedback, but in my experience some here do not fly as often as they make out - and not all are as articulate in the flesh as they are online....!

The balance of commercial importance vs. customer experience is a tricky one, but you cannot abrogate cost in discussions about experience - there has to be a balance struck, and this has to be acknowledged both by those looking to make a profit as well as by those seeking to maximise their utility in the terminals and on board.

Leisure travellers form a good part of BA's revenue stream, even in premium cabins, but have different needs from the largely corporate regular premium traveller.

And it's those high value corporate travellers who are hardest to reach, exactly because they are always away.

Empowering the CSMs to note feedback and have them as a focus group, balancing customer experience with the economics of running an airline seems to be a useful way of balancing feedback.

Though again that CSM constituency can lack commercial understanding (understandable, as that's not their job) which is a shame, as I believe educating them about the basics of airline economics would help them justify to crew some of the changes which take place.

Second, CSM's ability to give feedback to management about what really matters to customers is hampered by the natural reticence of the British (and, more broadly, those trapped in an airliner) to complain or raise issues on board (viz. the number of people who are unhappy on board, fail to raise it there and then, and then come on here and rant).

Ultimately, feedback is useless unless you have empowerment, and a two way flow of information. With budgetary and other issues as they have been in recent years, employee empowerment is a potentially dangerous option in the short term.

As an example, I'd cite the lounge catering changes.

First, much of the debacle was caused by bedding in and logistical issues (no nearby kitchens available, as they had not been vacated by the previous provider) the lack of proximate facilities wasn't mentioned publicly.

Had a notice been drawn up would have gone some way to garnering understanding with customers about why things were as they were, and also setting expectations about when they would improve (we now have Eggs Benedict in the Flounge, for instance, a huge improvement!).

All those who passed through on their first experience of the lounges that first month would have thought that was normal running (even though it still knocked the socks off many lounge offerings at Heathrow, despite our protestations!

Second, while most procurement savvy business minded customers appreciate the incredible cost of changing planned supply contracts at short notice, BA/BS could have very quickly sent a strong message out that "we're listening" by doing something quick and cheap - such as re-introducing multiple flavours of crisps (as is now the case again).

That this was not done, and poor Nicci was dispatched (or should I write despatched) on here to post a single thread seeking feedback, without setting out the reasons why things were as they were, demonstrates a poor understanding of how to engage with one of BA's core constituencies, and ultimately its wider customer base.

Let's hope BA will be in a position in the medium term to allow more of that, and ensure that all BA's stakeholders feel their voice is listened to, and importantly acted upon.
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Old Aug 27, 2013, 3:32 am
  #13  
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Ha ha oscietra CSM this CSM that how many CSMs do you think operate EF flights?
BA will only listen if the majority of SCCMs feed this back.
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Old Aug 27, 2013, 3:56 am
  #14  
 
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As long as Mme PUCCI is not offering steak, I am fine with all changes, 3) and 4) being the most impactful ones.

Funny that it seems that this 'take-over' is initiated by staff and supported by staff. I agree though that cabin crew is the best source of information what the 'real' frequent flyers want.
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Old Aug 27, 2013, 4:13 am
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Oh for wine out of proper bottles.

Anyone remember the routes that used to be operated by GB Airways in BA colours? They used to serve wine and champagne from proper bottles in CE.
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