BA 57 on Dec 26 ... Sadly an underwhelming experience
Dec 27, 2015, 3:15 am
#1
Original Poster
Join Date: Feb 2008
Programs: BA GGLFL, LH Sen, Alitalia Platinum, Hilton Plat, SPG / Marriott / Carlsson Gold
Posts: 259
BA 57 on Dec 26 ... Sadly an underwhelming experience
We arrived yesterday (Dec 26) at T5 in good time for the BA57 LHR/JNB - in F Class - with a connection (different tickets, PNRs linked) onto CPT. This threw the check-in lady off totally! After 10 minutes and four phone calls we were, bizarrely, directed to Reservations who managed this simple task in about one minute. Breezed through security and into a very quiet CCR. As usual, no walk-in massages available (we tried to book a few weeks back but no luck).
At around 2000 we headed over to C gates, via Starbucks, and were disappointed that the option of getting some snacks is no longer complimentary for BA customers ... Bit of a shame.
Boarding was reasonably organised, although we both walked onto the plane (Door 1) without anyone checking our BPs. As we sat down a crew member rushed over to us to verify we were on the right flight. We settled down into 1A and 1K. Pre-flight drinks offered in good time.
Shortly after take-off, the CSM came and introduced herself. All friendly and professional.
Hot towels, then asked what we would like to drink (why can't this happen on the ground like in the old days?), both chose The Foundry, a great South African red. The purser told me what an excellent choice this was, only to return 10 minutes later crestfallen and to inform us that had not been loaded. No issue, we went for the stand-in that was actually very nice.
Then the team took our orders, seemingly unaware we had pre-ordered, but - is this new? - did not write anything down. I am sure this is supposed to look impressive, but given they had to double check what we wanted twice - and we were in the first row - I don't think this is a smart use of time. In the old days, of course, they used to take food orders before take-off ...
The food took ages and ages to arrive. Had to ask for, rather than wait to be offered, top-ups of vino. Amuse bouche ok but not me memorable. Then my partner, in 1A, gets soup as I get salad. Then I get the beetroot starter while he gets salad (but have no knife or fork), then I get soup while he gets his scallop starter. All just very disorganised. My main course, the haddock, is a mistake: over cooked and in sauce that was way too rich. By this point we are more than two hours into the flight. I ask for a whisky and for my bed to be made-up. I change in the bathrooms and find my bed has not been made-up, so I start to do this myself as the pax behind me starts berating the purser for not clearing his main course away for 20 minutes(!). As I drift off to sleep, I hear the CSM attempting to soothe Mr 2K, who is asking if this is "real first class". The CSM is explaining it is the purser's first day(!).
The lights come on a full two hours before landing - totally unnecessary. Before turning in, I ask the purser to keep one of the hot smoked salmon with poached eggs. As I emerge from the bathroom he asks if I would like this now, I say that will be great. I return to my seat to see it had not been tidied up, so I do this myself. As I finish, the purser appears with the egg dish on a tray and puts it down in front of me, and says "enjoy your meal". I have to ask for a knife and fork, salt and pepper, juice and a coffee, and a yogurt too. I wait a while for it to be cleared away.
We land on time and disembark. The Special Services requested Meet & Assist is know where to be seen.
So whilst this was by no means a bad flight (indeed, BA55 that should have left before us is delayed overnight), but it was far short of what is supposed to be a premium, first class experience. As a very loyal BA customer, it pains me to say it, but Qatar and Qantas Air Canada (Dreamliner) and Alitalia (on their new A330s) are just streets ahead - in biz cl.
Anyone else feel this way?
1K
At around 2000 we headed over to C gates, via Starbucks, and were disappointed that the option of getting some snacks is no longer complimentary for BA customers ... Bit of a shame.
Boarding was reasonably organised, although we both walked onto the plane (Door 1) without anyone checking our BPs. As we sat down a crew member rushed over to us to verify we were on the right flight. We settled down into 1A and 1K. Pre-flight drinks offered in good time.
Shortly after take-off, the CSM came and introduced herself. All friendly and professional.
Hot towels, then asked what we would like to drink (why can't this happen on the ground like in the old days?), both chose The Foundry, a great South African red. The purser told me what an excellent choice this was, only to return 10 minutes later crestfallen and to inform us that had not been loaded. No issue, we went for the stand-in that was actually very nice.
Then the team took our orders, seemingly unaware we had pre-ordered, but - is this new? - did not write anything down. I am sure this is supposed to look impressive, but given they had to double check what we wanted twice - and we were in the first row - I don't think this is a smart use of time. In the old days, of course, they used to take food orders before take-off ...
The food took ages and ages to arrive. Had to ask for, rather than wait to be offered, top-ups of vino. Amuse bouche ok but not me memorable. Then my partner, in 1A, gets soup as I get salad. Then I get the beetroot starter while he gets salad (but have no knife or fork), then I get soup while he gets his scallop starter. All just very disorganised. My main course, the haddock, is a mistake: over cooked and in sauce that was way too rich. By this point we are more than two hours into the flight. I ask for a whisky and for my bed to be made-up. I change in the bathrooms and find my bed has not been made-up, so I start to do this myself as the pax behind me starts berating the purser for not clearing his main course away for 20 minutes(!). As I drift off to sleep, I hear the CSM attempting to soothe Mr 2K, who is asking if this is "real first class". The CSM is explaining it is the purser's first day(!).
The lights come on a full two hours before landing - totally unnecessary. Before turning in, I ask the purser to keep one of the hot smoked salmon with poached eggs. As I emerge from the bathroom he asks if I would like this now, I say that will be great. I return to my seat to see it had not been tidied up, so I do this myself. As I finish, the purser appears with the egg dish on a tray and puts it down in front of me, and says "enjoy your meal". I have to ask for a knife and fork, salt and pepper, juice and a coffee, and a yogurt too. I wait a while for it to be cleared away.
We land on time and disembark. The Special Services requested Meet & Assist is know where to be seen.
So whilst this was by no means a bad flight (indeed, BA55 that should have left before us is delayed overnight), but it was far short of what is supposed to be a premium, first class experience. As a very loyal BA customer, it pains me to say it, but Qatar and Qantas Air Canada (Dreamliner) and Alitalia (on their new A330s) are just streets ahead - in biz cl.
Anyone else feel this way?
1K
Dec 27, 2015, 3:34 am
#2
FlyerTalk Evangelist
Join Date: Jul 2002
Programs: Mucci des Hommes Magiques et Magnifiques
Posts: 19,072
Just to clarify, there are no Pursers on MF flights, the CSM is the only senior crew member onboard.
On WW flights with have a CSD and normally two CSLs (Customer Service Leader) which is the stupid new name for Pursers.
On WW flights with have a CSD and normally two CSLs (Customer Service Leader) which is the stupid new name for Pursers.
Dec 27, 2015, 3:42 am
#3
Join Date: May 2010
Location: UK
Posts: 5,380
It saddens and disappoints me so much when I read of experiences like this.
I'm not sure about all of Seat 1K's complaints (for instance food/drinks orders being taken on the ground) but there are so many valid gripes which add up to a truly dire F class experience.
Just the fact that the BP's were not checked on boarding seems a bad omen to me. As for the dinner service - what a train wreck. Breakfast, even worse. It is annoying the lights being turned on 2 hours before landing, but maybe this is service procedure.
I do hope your flight home is much better. Do write in to BA - they need to know. Also well done that man in row 2 who complained to the CSM - 'Is this real First Class?' LOL
I'm not sure about all of Seat 1K's complaints (for instance food/drinks orders being taken on the ground) but there are so many valid gripes which add up to a truly dire F class experience.
Just the fact that the BP's were not checked on boarding seems a bad omen to me. As for the dinner service - what a train wreck. Breakfast, even worse. It is annoying the lights being turned on 2 hours before landing, but maybe this is service procedure.
I do hope your flight home is much better. Do write in to BA - they need to know. Also well done that man in row 2 who complained to the CSM - 'Is this real First Class?' LOL
Dec 27, 2015, 3:55 am
#4
Join Date: Apr 2009
Location: Italy 90% - Rest of the World 10%
Programs: Marriott + Hilton. Fly BA and AZ
Posts: 2,912
No doubt that on their 777's (even better) AZ J is streets ahead of BA. On the ground the story is slightly different though Seat1K
Dec 27, 2015, 4:03 am
#5
FlyerTalk Evangelist
Join Date: Mar 2010
Location: JER
Programs: BA Gold/OWE, several MUCCI, and assorted Pensions!
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Missing elements, or not offered [coffee/juice/whatever] have been a regular feature of our recent BA CW and F experiences.
And the 'wandering service' between seat and galley on the A380 has resulted in dreadfully slow/inconsistent service ... it's supposed to be more 'personal', apparently, but it just makes extra work for the CC and creates unnecessary potential failure points.
And the 'wandering service' between seat and galley on the A380 has resulted in dreadfully slow/inconsistent service ... it's supposed to be more 'personal', apparently, but it just makes extra work for the CC and creates unnecessary potential failure points.
Dec 27, 2015, 4:07 am
#6
Ambassador: Emirates Airlines
Join Date: Sep 2004
Location: Manchester, UK
Posts: 18,600
Sounds very similar to the experience we had heading to IAH earlier this year.
They constantly forgot to replace cutlery (both my wife and myself). I actually thought I was supposed to eat my onion fritter/bhaji with my fingers
Always having to ask for top ups rather than being offered.
The flight back was perfect...
They constantly forgot to replace cutlery (both my wife and myself). I actually thought I was supposed to eat my onion fritter/bhaji with my fingers
Always having to ask for top ups rather than being offered.
The flight back was perfect...
Dec 27, 2015, 4:33 am
#7
Join Date: Feb 2010
Location: London
Programs: BA GGL (for now) and Lifetime Gold, Marriott fan thanks to Bonvoy Moments
Posts: 5,115
Are these issues also a consequence of crew numbers not keeping up with the service requirements? Or is it a training issue? Seems a lot like former based on stories here, with too few crew to properly look after a full cabin - so either mistakes or delays (maybe if you have an experienced crew they can make it work, but if not it's impossible)
Hasn't Abi Comber been in the customer experience role for almost a year now? Wonder if there will be any improvements as a result...
Hasn't Abi Comber been in the customer experience role for almost a year now? Wonder if there will be any improvements as a result...
Dec 27, 2015, 5:11 am
#8
Join Date: Jun 2008
Programs: TK*G (E+), IHG Plat Ambassador
Posts: 7,884
28 seat (load: 27), 5 F/A's (including one inflight chef)- 5.6 pax per F/A.
On a typical BA flight in F there are 2 F/A's for 14 pax = 7 pax per F/A.
Dec 27, 2015, 6:06 am
#10
Join Date: Oct 2006
Location: UK
Programs: BA Blue, IC Spire Ambassador
Posts: 5,227
I don't think it's a crew shortage - it sounds like a crew who just couldn't cope or weren't trying (or both). There are 3 F crew but if the load is under 7 (I think) then 1 cc may be released at CSD/CSM/CM discretion to work elsewhere, or so I understand it.
This is weird. One thing about MF I've noticed is that they tend to stick rigidly to the service standards and F crew should be trained specifically for the role. I understand slow service if crew are inexperienced but I'm pretty sure they have a manual they can look at if unsure. But things like setting the table with a knife and fork or offering something to drink is just elementary and shouldn't even require training! Fine they may set the table up back to front or might forget little things but basic hospitality skills should at least dictate "what do you want to drink mate?" The premium service training should just refine those skills!
This isn't typical service (for any fleet) on BA.
It's probably worth a brief note to Customer Relations.
This is weird. One thing about MF I've noticed is that they tend to stick rigidly to the service standards and F crew should be trained specifically for the role. I understand slow service if crew are inexperienced but I'm pretty sure they have a manual they can look at if unsure. But things like setting the table with a knife and fork or offering something to drink is just elementary and shouldn't even require training! Fine they may set the table up back to front or might forget little things but basic hospitality skills should at least dictate "what do you want to drink mate?" The premium service training should just refine those skills!
This isn't typical service (for any fleet) on BA.
It's probably worth a brief note to Customer Relations.
Dec 27, 2015, 8:09 am
#12
Join Date: Jul 2008
Location: All over the place often South Wales and Lake District
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When I was GGL, the SS request was always against my name on the PNR, but it wasn't something I ever relied on. I don't think it's actually a service standard as such just an occasional nice touch.
Dec 28, 2015, 2:41 am
#13
Join Date: Mar 2013
Location: Newcastle upon Tyne
Programs: BA GGL, Hilton Diamond
Posts: 32
Just to expand a little on one of the points made in the OP.....
BA made a decision to close the Elemis spa at 6pm on both 24th and 26th of December. (I'm not too sure what is happening for New Year). We arrived in from NCL with an onward connection to Mumbai to find it shut - rather disappointing to proactively take away an advertised service with at least 6 long haul flights still to leave. What next no 'complimentary' catering on flights leaving after 6pm because its Boxing Day?!
BA made a decision to close the Elemis spa at 6pm on both 24th and 26th of December. (I'm not too sure what is happening for New Year). We arrived in from NCL with an onward connection to Mumbai to find it shut - rather disappointing to proactively take away an advertised service with at least 6 long haul flights still to leave. What next no 'complimentary' catering on flights leaving after 6pm because its Boxing Day?!
Dec 28, 2015, 3:03 am
#14
Ambassador, British Airways Executive Club, easyJet and Ryanair
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A Special Services escort is not one of the GGL benefits and those GGLs who request them are likely to find themselves very disappointed or feel their noses put out when a request is refused.
Dec 28, 2015, 3:44 am
#15
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What the hell is the point of going to the trouble of having dedicated menus for a route featuring local wine and then not loading it? This isn't a blip either - had same problem to CPT last night. No Foundry and no SA white loaded either. The SA Pinot Noir was actually loaded but was awful (I was shocked). The Bordeaux was nice but that's hardly the point!