Sep 29, 2013, 4:07 am
Last edit by: 710 77345
A Food Safety Inspector from the London Borough of Hillingdon has inspected the food preparation areas of the Concorde Room and Galleries First Lounge at Heathrow Terminal 5 (run by BaxterStorey on behalf of British Airways) and has indicated under the Food Hygiene Rating Scheme that Food Hygiene and Safety is POOR:
It's an appalling score, putting the lounge in the bottom 10% of food establishments in England (worse than many burger vans and kebab shops!).
A 5/5 score was awarded in the past year to BA's T3 and (unspecified) Galleries T5 lounges (whilst under Compass' control prior to handover to BaxterStorey). Galleries Club Lounges in Terminal 5 A were reassessed in September 2013 and scored 4 (North Lounge) and 2 (South Lounge) - both are discussed here. Aer Lingus, Cathay, AA, Virgin and other airside lounges all scored 5/5. Gordon Ramsay's Plane Food received a 2/5 rating (food being cooked in a different way to the manual, burgers being kept warm rather than hot, a broken fridge and washing hands in a "utensil only" sink).
5 days after the score was first revealed on Flyertalk, BaxterStorey posted a statement just prior to a story being published in the Daily Mail (which was sourced from this thread!). A spokesperson for British Airways said "We work with BaxterStorey to provide a high quality service to customers using our lounges, and take all feedback seriously. We continue to invest in our product and are currently renovating our kitchen facilities.”
The Council's Report was obtained by Fife, published in .pdf here. The reasons for the poor score were not just the kitchen facilities, but included the following areas for immediate rectification:
Out of Date Ingredients: eggs and quince beyond their safe use-by date were being served to passengers.
Meat Stored at Room Temperature: ham sandwiches and cooked ham left at 16°C/61°F. The maximum safe temperature is 8°C/46°F
Hot Food Not Hot Enough: sausages and scrambled eggs left at 50°C/122°F. The minimum safe temperature is 63°C/145°F
Dirty Kitchen: 7 separate areas were found to be so dirty they needed an immediate thorough cleaning.
Cross Contamination of Food: a member of staff handled raw salmon, then immediately performed other kitchen duties without removing their gloves, or washing their hands, risking cross-contamination.
Risk of Access by Rats, Mice and Insects: a long gap in a kitchen back door required immediate filling to minimise pest entry points.
In addition, BaxterStorey were given until the end of September to accurately record the training given to their staff - Compass did not pass on their training records to BaxterStorey, and as BS had no record of training performed since it took over, BS was unable to hand any record of compliance with training standards to the inspector.
It's an appalling score, putting the lounge in the bottom 10% of food establishments in England (worse than many burger vans and kebab shops!).
A 5/5 score was awarded in the past year to BA's T3 and (unspecified) Galleries T5 lounges (whilst under Compass' control prior to handover to BaxterStorey). Galleries Club Lounges in Terminal 5 A were reassessed in September 2013 and scored 4 (North Lounge) and 2 (South Lounge) - both are discussed here. Aer Lingus, Cathay, AA, Virgin and other airside lounges all scored 5/5. Gordon Ramsay's Plane Food received a 2/5 rating (food being cooked in a different way to the manual, burgers being kept warm rather than hot, a broken fridge and washing hands in a "utensil only" sink).
5 days after the score was first revealed on Flyertalk, BaxterStorey posted a statement just prior to a story being published in the Daily Mail (which was sourced from this thread!). A spokesperson for British Airways said "We work with BaxterStorey to provide a high quality service to customers using our lounges, and take all feedback seriously. We continue to invest in our product and are currently renovating our kitchen facilities.”
The Council's Report was obtained by Fife, published in .pdf here. The reasons for the poor score were not just the kitchen facilities, but included the following areas for immediate rectification:
Out of Date Ingredients: eggs and quince beyond their safe use-by date were being served to passengers. Meat Stored at Room Temperature: ham sandwiches and cooked ham left at 16°C/61°F. The maximum safe temperature is 8°C/46°F Hot Food Not Hot Enough: sausages and scrambled eggs left at 50°C/122°F. The minimum safe temperature is 63°C/145°F Dirty Kitchen: 7 separate areas were found to be so dirty they needed an immediate thorough cleaning. Cross Contamination of Food: a member of staff handled raw salmon, then immediately performed other kitchen duties without removing their gloves, or washing their hands, risking cross-contamination. Risk of Access by Rats, Mice and Insects: a long gap in a kitchen back door required immediate filling to minimise pest entry points.
Response from BaxterStorey [lounge food hygiene "poor" rating]
Sep 25, 2013, 12:58 pm
#31
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The writing of the article is very familiar though, mind you most of the Mail reads like it has been cut and pasted from elsewhere
Sep 25, 2013, 12:59 pm
#32
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Sep 25, 2013, 12:59 pm
#33
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[RANT]
I'm sorry, but what utter tosh.
If Compass were able to produce a palatable CCR pre-flight dining menu, and other such items with the facilities they had, why do BS (yes they speak their name too) need a refurb and a recruitment drive (I thought old Compass staff were ported over) to fix their problems?
To this end, I am thinking of asking BA to pay for my pre-flight dining in Plan Food, rather than put up with this endless BS bs.
[/RANT]
I'm sorry, but what utter tosh.
If Compass were able to produce a palatable CCR pre-flight dining menu, and other such items with the facilities they had, why do BS (yes they speak their name too) need a refurb and a recruitment drive (I thought old Compass staff were ported over) to fix their problems?
To this end, I am thinking of asking BA to pay for my pre-flight dining in Plan Food, rather than put up with this endless BS bs.
[/RANT]
Sep 25, 2013, 1:05 pm
#34
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Glad to see a response, although echo comments from others that it was a shame that it took media involvement to elicit a response and very disappointing that BA themselves have not replied and instead just passed it off to their sub-contractor - surely a joint statement would have been more appropriate? Still awaiting a reply from BA to my email on this topic.
Sep 25, 2013, 1:13 pm
#35
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I've just eaten half a bowl of the penne with tomato and basil sauce, wondering about the taste before finally twigging that the (big, visible, crunchy) herb element is coriander leaf, not basil. I kid you not!!!
I love coriander, but entirely wrong for this kind of dish.
I love coriander, but entirely wrong for this kind of dish.
Sep 25, 2013, 1:21 pm
#36
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it is a good response IMO
Sep 25, 2013, 1:29 pm
#37
Join Date: May 2008
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"I refuse to eat at an establishment which you have catered that receives a low hygiene rating.
Therefore, you should pay me to eat at a restaurant which has the same (low) rating."
Sep 25, 2013, 2:04 pm
#38
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To BA,
When I purchase a ticket I pay the fee to BA. I do not pay BA for the the flying bit, and BS for the lounge bit, and LHR for the train/security bit.
So why are we hearing from BS directly, as they are your supplier/sub-contractor. This is BA's responsibility, the head of procurement, the head of catering, and ultimately the CEO. So what has BA to say about their utter failure in managing this vitally important aspect of their business?
I would never dream of taking this action with my small business. I would have taken responsibility immediately, made the necessary chnages, and communicated to my customers.
In saying that it is good to see you are acting given the mail article. Pity they did not run an article about the deplorable food offerings some months ago.
When I purchase a ticket I pay the fee to BA. I do not pay BA for the the flying bit, and BS for the lounge bit, and LHR for the train/security bit.
So why are we hearing from BS directly, as they are your supplier/sub-contractor. This is BA's responsibility, the head of procurement, the head of catering, and ultimately the CEO. So what has BA to say about their utter failure in managing this vitally important aspect of their business?
I would never dream of taking this action with my small business. I would have taken responsibility immediately, made the necessary chnages, and communicated to my customers.
In saying that it is good to see you are acting given the mail article. Pity they did not run an article about the deplorable food offerings some months ago.
Sep 25, 2013, 2:05 pm
#39
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I vote for Wetherspoons (5/5) to take over the lounges and the cleaning of the BA fleet.
Sep 25, 2013, 2:12 pm
#40
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Reads like BA have hung their supplier out to dry rather than fronting up themselves, I'm afraid.
Sep 25, 2013, 2:17 pm
#41
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At the beginning, I thought things might be improving. Then I read the Daily Mail Two flies, to serve article. Well, now I am sure that things are the same, or actually worse - they are never going to improve.
I am not exactly worried that I am going to die after lounge visit. What annoys me most is that we are being laughed at by BA...
(5/5)
I am not exactly worried that I am going to die after lounge visit. What annoys me most is that we are being laughed at by BA...
(5/5)
Sep 25, 2013, 3:05 pm
#42
Join Date: Dec 2007
Location: London
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Willie Walsh has been openly criticising the boss of HAL lately for (in his opinion) an inability to run the airport properly. And yet not a peep from him or any senior BA management in regards to this highly brand-damaging article.
Sep 25, 2013, 3:10 pm
#43
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Plenty of pax will be reading this article on a BA flight and in their lounges tomorrow!
Sep 25, 2013, 3:15 pm
#44
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Sep 25, 2013, 3:16 pm
#45
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