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Enhancements not only driving customers away

Enhancements not only driving customers away

Old Sep 20, 16, 4:40 am
  #1  
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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.
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Old Sep 20, 16, 4:45 am
  #2  
 
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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.
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Old Sep 20, 16, 4:46 am
  #3  
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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.
Can I help you is offline  
Old Sep 20, 16, 4:47 am
  #4  
 
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Originally Posted by diarsin View Post
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.
How can they downgrade the products in the amenity kits, you just can not find cheaper items to put in there (in J anyway).
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Old Sep 20, 16, 4:56 am
  #5  
MOR
 
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Originally Posted by diarsin View Post
flight suits will only offered on request.
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".
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Old Sep 20, 16, 4:57 am
  #6  
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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.
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Old Sep 20, 16, 5:09 am
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Originally Posted by Worcester View Post
How can they downgrade the products in the amenity kits, you just can not find cheaper items to put in there (in J anyway).
bulk buy of near sell-by date unknown brand products from poundland???
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Old Sep 20, 16, 5:36 am
  #8  
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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 !
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Old Sep 20, 16, 5:38 am
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I have no problem with just about everything in F being on demand providing what is offered is made clear to all, and actually available when requested.
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Old Sep 20, 16, 5:45 am
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Originally Posted by Can I help you View Post
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.
Does that mean no hot food at all?
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Old Sep 20, 16, 5:56 am
  #11  
MOR
 
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Originally Posted by windowontheAside View Post
I have no problem with just about everything in F being on demand providing what is offered is made clear to all, and actually available when requested.
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 MOR; Sep 20, 16 at 6:04 am
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Old Sep 20, 16, 5:58 am
  #12  
 
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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?!?
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Old Sep 20, 16, 6:06 am
  #13  
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Originally Posted by TabTraveller View Post
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.
They aren't though. It's not as though the pyjamas or toiletry bags were put on everyone's seat and wasted if people do not want them, it is just that they are pro-actively offered whilst the change suggests that now only people who "know" and "dare" to ask.

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.
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Old Sep 20, 16, 6:11 am
  #14  
MOR
 
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Originally Posted by orbitmic View Post
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.
I agree. If you ask for all of those things, as well as cheese AND dessert, there is no way you are going to ask to have your bed made up.

You would feel positively high maintenance. Almost Naomi Campbell-esque.
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Old Sep 20, 16, 6:13 am
  #15  
 
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Originally Posted by opalfruit View Post
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?!?

Nicely put. ^
paulieuk is offline  

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