DME food service "enhancement"; no more hot meals
Dec 14, 2015, 11:16 am
#91
Join Date: Jan 2015
Location: UK
Programs: BAEC
Posts: 1,174
Here is the whole thing,
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Thanks for getting in touch with us about your flight to Moscow on xx December. I apologise for the delay in replying to you. I completely understand why you’re disappointed we couldn’t offer you our full catering service when you travelled with us. I absolutely agree we’ve let you down and I’m so sorry.
Our catering supplier had unexpected problems with the system they use to deliver our catering. Our Operations team made the decision for your flight to depart without our full catering service on board, to avoid any further delay to your journey. However, I realise how difficult this was for you, especially on such a long flight.
Our Catering Manager responsible for this route, has started an investigation to make sure this doesn’t happen again. We’re very grateful for your feedback, as it’s only through your comments we’re able to focus on areas where we need to improve.
I'm concerned to learn that you had again faced a catering issue on your return flight to London Heathrow on xx December. I'm sorry to disappoint you.
I'm sorry that you feel we've displayed misleading information on our website. I realise this is not the service what you'd expect when travelling with us. I'm sorry to let you down.
---
Thanks for getting in touch with us about your flight to Moscow on xx December. I apologise for the delay in replying to you. I completely understand why you’re disappointed we couldn’t offer you our full catering service when you travelled with us. I absolutely agree we’ve let you down and I’m so sorry.
Our catering supplier had unexpected problems with the system they use to deliver our catering. Our Operations team made the decision for your flight to depart without our full catering service on board, to avoid any further delay to your journey. However, I realise how difficult this was for you, especially on such a long flight.
Our Catering Manager responsible for this route, has started an investigation to make sure this doesn’t happen again. We’re very grateful for your feedback, as it’s only through your comments we’re able to focus on areas where we need to improve.
I'm concerned to learn that you had again faced a catering issue on your return flight to London Heathrow on xx December. I'm sorry to disappoint you.
I'm sorry that you feel we've displayed misleading information on our website. I realise this is not the service what you'd expect when travelling with us. I'm sorry to let you down.
Dec 14, 2015, 11:24 am
#92
Join Date: Nov 2012
Location: London
Programs: BAEC Silver; Virgin Flying Club Red; IHG Spire
Posts: 65
I suffered the single pathetic cheese bread roll treatment on a trip back from DME in August. The plane was also changed from an A321 to a 767 and the IFE didn't work properly.
The CSD was surely and unhelpful so I wrote a complaint online once I returned reminding BA that they didn't offer the service they advertised on the return. When booking a seat back from Moscow even today, in economy you are offered a "Complimentary three course meal and drinks".
BA need to tweak the website as a single cheese roll is not a three course meal even by the BA definition of 'enhancements' and indeed is less than you get on a flight to Milan.
No reply was ever received to my complain but 5,000 miles did mysteriously appear in our BA accounts as 'service recovery'. Still not sure whether this was from the complaint or the CSD on the iPad but it helped either way!
The CSD was surely and unhelpful so I wrote a complaint online once I returned reminding BA that they didn't offer the service they advertised on the return. When booking a seat back from Moscow even today, in economy you are offered a "Complimentary three course meal and drinks".
BA need to tweak the website as a single cheese roll is not a three course meal even by the BA definition of 'enhancements' and indeed is less than you get on a flight to Milan.
No reply was ever received to my complain but 5,000 miles did mysteriously appear in our BA accounts as 'service recovery'. Still not sure whether this was from the complaint or the CSD on the iPad but it helped either way!
Dec 14, 2015, 12:51 pm
#94
Join Date: Apr 2007
Location: LHR LAS NRT DME and others
Programs: BAEC Gold, Bonvoy Lifetime Platinum
Posts: 725
I complained online about the same problem back in October.
I mentioned the false advertising thing too
Then it was an egg sandwich on offer on both outbound and inbound legs.
I was told to call the BA Gold line as it was impossible to respond to me any other way. Basically - "you are too important to respond to by e-mail".
I gave up.
It is pathetic isn't it ?
I mentioned the false advertising thing too
Then it was an egg sandwich on offer on both outbound and inbound legs.
I was told to call the BA Gold line as it was impossible to respond to me any other way. Basically - "you are too important to respond to by e-mail".
I gave up.
It is pathetic isn't it ?
Dec 14, 2015, 2:45 pm
#96
Join Date: Jun 2013
Location: Russia
Programs: BA Silver
Posts: 125
I don't like eggs and I couldn't finish it. Thank god I'm on a diet and don't eat much anyway
What puzzles me most is why can't they offer at least a choice?
If I remember correctly the Kosher version is a salmon sandwich, hope this helps anyone who doesn't like eggs or tomatoes.
As you might be aware, we were unable to provide you with the meal service you would expect in World Traveller due to operational reasons. Due to space restrictions on the aircraft used for your flight, there have been certain issues with the Catering offered.
I would like to assure you that, we are determined to provide the highest possible level of service to our customers
I would like to assure you that, we are determined to provide the highest possible level of service to our customers
Dec 20, 2015, 3:48 pm
#97
Join Date: Jan 2015
Location: UK
Programs: BAEC
Posts: 1,174
I know it sounds petty to keep trying - but just want BA to admit the truth!! This is the latest reponse from the Twitter team....
"We can assure you that it's not standard operating procedure not to offer a meal on this route. We can never guarantee a meal on any flight, due to us relying on Catering. There's a number of issues that can arise, and prevent service."
"We can assure you that it's not standard operating procedure not to offer a meal on this route. We can never guarantee a meal on any flight, due to us relying on Catering. There's a number of issues that can arise, and prevent service."
Dec 29, 2015, 7:40 am
#101
Join Date: Jul 2003
Location: LGW/MLA
Programs: AX/Accor/IHG Plat, Hilton Diamond, SPG/Carlson Gold, BA Silver, KM Permanent, JJC (Retd)
Posts: 607
Same roll offered yesterday morning. I resisted.
I'm confused...Malta, a slightly shorter flight receives much better food. Plus the lounge in Malta also has tastier (less stale) options.
I'm confused...Malta, a slightly shorter flight receives much better food. Plus the lounge in Malta also has tastier (less stale) options.
Dec 29, 2015, 10:03 am
#102
Join Date: Oct 2013
Location: Singapore
Programs: OZ Diamond, BAEC Silver, Marriott Platinum, HH Gold
Posts: 515
I am doing BA 235 tomorrow to DME on the A321. Not looking forward to the on board meal...but at least managed to get emergency exits for some extra leg space 
Dec 29, 2015, 11:40 am
#103
Join Date: Jun 2013
Location: Russia
Programs: BA Silver
Posts: 125
Did you say you're on a diet and that's too much?
I'm on BA234 tomorrow, please don't drink all the cava 
Dec 30, 2015, 8:24 am
#104
Join Date: Jan 2015
Location: UK
Programs: BAEC
Posts: 1,174
So I sent an email direct to the Head of Brands and Customer Experience at BA, explaining about the whole catering issue and the response I got through from Customer Service and the multitude of excuses.
In short it was passed back to Customer Service and a very lovely lady just rang me up to say that in the summary page where it explains about your luggage allowance and used to mention the fact you would get a 3 Course Meal it no longer does so.
And despite the fact I took a screenshot of the page saying this, the site also says to expect a snack and full bar service and that it was what I should expect.
So in essence there is no longer any argument about false advertising as they have taken it down but still a really poor offer and basically a lack of interest from BA.......
In short it was passed back to Customer Service and a very lovely lady just rang me up to say that in the summary page where it explains about your luggage allowance and used to mention the fact you would get a 3 Course Meal it no longer does so.
And despite the fact I took a screenshot of the page saying this, the site also says to expect a snack and full bar service and that it was what I should expect.
So in essence there is no longer any argument about false advertising as they have taken it down but still a really poor offer and basically a lack of interest from BA.......
Dec 30, 2015, 8:48 am
#105
Join Date: Oct 2003
Location: London
Posts: 3,500
So I sent an email direct to the Head of Brands and Customer Experience at BA, explaining about the whole catering issue and the response I got through from Customer Service and the multitude of excuses.
In short it was passed back to Customer Service and a very lovely lady just rang me up to say that in the summary page where it explains about your luggage allowance and used to mention the fact you would get a 3 Course Meal it no longer does so.
In short it was passed back to Customer Service and a very lovely lady just rang me up to say that in the summary page where it explains about your luggage allowance and used to mention the fact you would get a 3 Course Meal it no longer does so.
Wowsers, I can't believe they're not trying to make it up to you as good customer service to thank you for your report, never mind just trying to fix their broken promise to you from a legal perspective. Shockingly poor management from BA.