Enhancements not only driving customers away
Sep 20, 2016, 4:40 am
#1
Original Poster
Join Date: May 2013
Location: Manchester
Programs: BAEC Gold
Posts: 36
Enhancements not only driving customers away
I returned from the U.S in F on Sunday night. Had a long chat with a very disgruntled CSD who was leaving the company after 23yrs. Obviously anything she said should be taken with a pinch of salt given her obvious loathing of the current mgt.
She told me that since Alex Cruz took over, staff have been completely disenfranchised and it had been abundantly clear to those who had been in the organisation for long periods that they were viewed as "dinosaurs" who had no concept of the needs of the modern travellers. She confirmed that buy on board in Y is coming with training appearing in crew rosters from next month.
Other enhancements include - removal of microwaves, ice trays from bars (not sure what this is but apparently it means bars will no longer be loaded chilled), reduction in starters in F similar to what happened in J, downgrade of wines and champagnes in F & J, all items such as toilet roll will be return loaded, downgrade of products in amenity kits and flight suits will only offered on request.
She has said the degrading of the service, the reaction of customers and the "contempt" (her word not mine) with which senior Mgt have for staff and customer feedback is the reason why she is leaving. She also said that she knew of several other colleagues doing the same.
As I said grain of salt is needed but if even a small amount of what she said is true then it is a shame and BA is not in a good place.
She told me that since Alex Cruz took over, staff have been completely disenfranchised and it had been abundantly clear to those who had been in the organisation for long periods that they were viewed as "dinosaurs" who had no concept of the needs of the modern travellers. She confirmed that buy on board in Y is coming with training appearing in crew rosters from next month.
Other enhancements include - removal of microwaves, ice trays from bars (not sure what this is but apparently it means bars will no longer be loaded chilled), reduction in starters in F similar to what happened in J, downgrade of wines and champagnes in F & J, all items such as toilet roll will be return loaded, downgrade of products in amenity kits and flight suits will only offered on request.
She has said the degrading of the service, the reaction of customers and the "contempt" (her word not mine) with which senior Mgt have for staff and customer feedback is the reason why she is leaving. She also said that she knew of several other colleagues doing the same.
As I said grain of salt is needed but if even a small amount of what she said is true then it is a shame and BA is not in a good place.
Sep 20, 2016, 4:45 am
#2
Join Date: Mar 2014
Location: London, UK
Programs: BAEC
Posts: 2,286
There are certain things there which are probably sensible. The handing out of PJs to everyone in F is a bit of a waste given that I prefer to use my own. As long as they have enough for everyone (if requested) then I don't object to that. Likewise, suppling items for outbound and return makes sense as long as sufficient items are provided.
Cuts to J (and especially F) wine and catering would be pretty poor given it is one of the few areas in which BA is generally above average.
Cuts to J (and especially F) wine and catering would be pretty poor given it is one of the few areas in which BA is generally above average.
Sep 20, 2016, 4:46 am
#3
FlyerTalk Evangelist
Join Date: Jul 2002
Programs: Mucci des Hommes Magiques et Magnifiques
Posts: 19,097
All of the first paragraph is correct as is the microwave ovens being removed, the ice trays are being removed from the duty free bars only to save weight, the rest is her opinion and not based on any facts that I am aware of.
Sep 20, 2016, 4:47 am
#4
Join Date: Sep 2014
Location: Brexile in ADB
Programs: BA, TK, HHonours, Le Club, Best Western Rewards
Posts: 7,067
I returned from the U.S in F on Sunday night. Had a long chat with a very disgruntled CSD who was leaving the company after 23yrs. Obviously anything she said should be taken with a pinch of salt given her obvious loathing of the current mgt.
She told me that since Alex Cruz took over, staff have been completely disenfranchised and it had been abundantly clear to those who had been in the organisation for long periods that they were viewed as "dinosaurs" who had no concept of the needs of the modern travellers. She confirmed that buy on board in Y is coming with training appearing in crew rosters from next month.
Other enhancements include - removal of microwaves, ice trays from bars (not sure what this is but apparently it means bars will no longer be loaded chilled), reduction in starters in F similar to what happened in J, downgrade of wines and champagnes in F & J, all items such as toilet roll will be return loaded, downgrade of products in amenity kits and flight suits will only offered on request.
She has said the degrading of the service, the reaction of customers and the "contempt" (her word not mine) with which senior Mgt have for staff and customer feedback is the reason why she is leaving. She also said that she knew of several other colleagues doing the same.
As I said grain of salt is needed but if even a small amount of what she said is true then it is a shame and BA is not in a good place.
She told me that since Alex Cruz took over, staff have been completely disenfranchised and it had been abundantly clear to those who had been in the organisation for long periods that they were viewed as "dinosaurs" who had no concept of the needs of the modern travellers. She confirmed that buy on board in Y is coming with training appearing in crew rosters from next month.
Other enhancements include - removal of microwaves, ice trays from bars (not sure what this is but apparently it means bars will no longer be loaded chilled), reduction in starters in F similar to what happened in J, downgrade of wines and champagnes in F & J, all items such as toilet roll will be return loaded, downgrade of products in amenity kits and flight suits will only offered on request.
She has said the degrading of the service, the reaction of customers and the "contempt" (her word not mine) with which senior Mgt have for staff and customer feedback is the reason why she is leaving. She also said that she knew of several other colleagues doing the same.
As I said grain of salt is needed but if even a small amount of what she said is true then it is a shame and BA is not in a good place.
Sep 20, 2016, 4:56 am
#5
Join Date: Jul 2006
Location: Melbourne, Australia
Programs: QF Platinum & Lifetime Gold
Posts: 1,340
This currently is the practice in Emirates First Class on the 7-8 hour flights between Dubai and Europe that leave Dubai between 7am and 9am in the morning.
So I guess if Emirates First Class are doing this, it can't be too bad of an enhancement.
They do however come around and make people aware that they can request pjs saying words something like "on this sector pyjamas are available on request".
So I guess if Emirates First Class are doing this, it can't be too bad of an enhancement.
They do however come around and make people aware that they can request pjs saying words something like "on this sector pyjamas are available on request".
Sep 20, 2016, 4:57 am
#6
Join Date: Feb 2008
Location: Canada
Programs: BA Silver
Posts: 1,254
I'm fine with 'available on request' in principle, but there needs to be a clear indication somewhere on the menu or equally obvious place that they are available. Some people might not know that they can request PJs if they havent flown F before. I certainly wouldn't if I weren't a FTer.
Sep 20, 2016, 5:09 am
#7
Join Date: Oct 2004
Programs: BA Gold
Posts: 1,009
Sep 20, 2016, 5:36 am
#8
Formerly known as linzbh
Join Date: Dec 2013
Location: LON
Programs: BAEC GGL, Hilton Diamond, Bonvoy Titanium
Posts: 459
ice weigh less than water so why remove the ice? too many times ive had drinks in club that are warm and need ice to cool them down. even white wine i have needed ice for. #bringBAcktheice ! 
Sep 20, 2016, 5:45 am
#10
Join Date: Apr 2005
Location: Windsor
Programs: BAEC Gold
Posts: 909
Sep 20, 2016, 5:56 am
#11
Join Date: Jul 2006
Location: Melbourne, Australia
Programs: QF Platinum & Lifetime Gold
Posts: 1,340
You're not in favour of a club-like First Class where only the inner sanctum or the very well travelled know what to ask for then?
Last edited by QF Lad; Sep 20, 2016 at 6:04 am
Sep 20, 2016, 5:58 am
#12
Join Date: Jul 2010
Location: Betwixt SEA and LHR
Programs: BAEC GGL/CCR, AS Gold MVP, IC RA, IHG Spire Elite, HH Diamond, Dennis The Menace Fan Club
Posts: 1,354
First, they came and put the slop trays in the F lounge, but I did not speak out because I was in the CCR.
Then they came for the legroom in short haul, but I did not speak out because my Gold card gave me exit rows.
Then they came for the amenity kits in CW and the flower in the loo, but I did not speak out because I'd stole a bunch of Elemis from the lounge lavs.
Then they came for the sandwiches in shorthaul, but I did not speak out because I was enjoying CE afternoon tea.
Then they came for the Grand Siecle in F, and I... U FLIPPIN' WOT MATE?!?
Then they came for the legroom in short haul, but I did not speak out because my Gold card gave me exit rows.
Then they came for the amenity kits in CW and the flower in the loo, but I did not speak out because I'd stole a bunch of Elemis from the lounge lavs.
Then they came for the sandwiches in shorthaul, but I did not speak out because I was enjoying CE afternoon tea.
Then they came for the Grand Siecle in F, and I... U FLIPPIN' WOT MATE?!?
Sep 20, 2016, 6:06 am
#13
FlyerTalk Evangelist, Ambassador, British Airways Executive Club
Join Date: Jun 2008
Location: Somewhere between 0 and 13,000 metres high
Programs: AF/KL Life Plat, BA GGL+GfL, ALL Plat, Hilton Diam, Marriott Gold, blablablah, etc
Posts: 30,538
My sense is that the current management is not so much interested in avoiding waste where people do not need something as in trying to make passengers feel like greedy high maintenance pieces of sh*t when they need to ask for anything at all. The hope is probably that you would not dare ask for pyjamas AND amenity kits AND sleepers AND day blanket etc without feeling like a pain in the back and therefore won't.
Sep 20, 2016, 6:11 am
#14
Join Date: Jul 2006
Location: Melbourne, Australia
Programs: QF Platinum & Lifetime Gold
Posts: 1,340
You would feel positively high maintenance. Almost Naomi Campbell-esque.
Sep 20, 2016, 6:13 am
#15
Join Date: Dec 2002
Location: Sunshine Coast, Queensland
Programs: BA Gold (Emerald); Hilton Gold; IHG Platinum; Marriott Gold; Radisson Gold
Posts: 388
First, they came and put the slop trays in the F lounge, but I did not speak out because I was in the CCR.
Then they came for the legroom in short haul, but I did not speak out because my Gold card gave me exit rows.
Then they came for the amenity kits in CW and the flower in the loo, but I did not speak out because I'd stole a bunch of Elemis from the lounge lavs.
Then they came for the sandwiches in shorthaul, but I did not speak out because I was enjoying CE afternoon tea.
Then they came for the Grand Siecle in F, and I... U FLIPPIN' WOT MATE?!?
Then they came for the legroom in short haul, but I did not speak out because my Gold card gave me exit rows.
Then they came for the amenity kits in CW and the flower in the loo, but I did not speak out because I'd stole a bunch of Elemis from the lounge lavs.
Then they came for the sandwiches in shorthaul, but I did not speak out because I was enjoying CE afternoon tea.
Then they came for the Grand Siecle in F, and I... U FLIPPIN' WOT MATE?!?
Nicely put. ^