From a recent GGL reception ...

Old Dec 12, 16, 11:03 pm
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From a recent GGL reception ...

A few pieces to share from a recent GGL reception ... Proper pillows, mattresses, and a total reset of food and drink coming to Club World. The new First check in area at T5, The Wing, will have two dedicated security lanes for First / Golds (is two enough actually?). A lot is being invested in the BA app, told new developments to be rolled out in the next few weeks, with a focus on support when disrupted, and opportunities for late upgrades. Massive investment into JFK, Boston, London lounges (including CCR attention). There are nearly 6,000 GGLs, more than 1,000 Prems, and less than 300 GGLFLs. 1K
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Old Dec 12, 16, 11:12 pm
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Very interesting insights. Thanks 1K.

PS Since you have spilled some state secrets... do you now need to leave the country? On A* perhaps?
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Old Dec 12, 16, 11:20 pm
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Originally Posted by BA or bust View Post
Very interesting insights. Thanks 1K.

PS Since you have spilled some state secrets... do you now need to leave the country? On A* perhaps?
Headed to an undisclosed location ...
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Old Dec 13, 16, 12:59 am
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Also some changes coming to the boarding process, apparently. They know the current process is not working well.

Overall, the general feeling seemed to be one of 'we've gone a bit far wth our cuts and upset a lot of people, but we're investing heavily now and trying to fix it'. Only time will tell how sincere that was...
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Old Dec 13, 16, 1:16 am
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Originally Posted by Seat 1K View Post
There are nearly 6,000 GGLs, more than 1,000 Prems, and less than 300 GGLFLs. 1K
I guess that extrapolates to 100,000 Gold's?

Thanks for the report. ^
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Old Dec 13, 16, 1:18 am
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Originally Posted by Filthy Monkey View Post
Also some changes coming to the boarding process, apparently. They know the current process is not working well.

Overall, the general feeling seemed to be one of 'we've gone a bit far wth our cuts and upset a lot of people, but we're investing heavily now and trying to fix it'. Only time will tell how sincere that was...
Indeed, we shall see. Pretty sure this year's premium cabin yields will be very poor, but frankly, they are well deserved at the moment.
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Old Dec 13, 16, 1:20 am
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Originally Posted by Filthy Monkey View Post
Overall, the general feeling seemed to be one of 'we've gone a bit far wth our cuts and upset a lot of people, but we're investing heavily now and trying to fix it'. Only time will tell how sincere that was...
Well given the usual business adage of it costs more to regain a customer than it takes to retain one....and "penny wise, pound foolish".
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Old Dec 13, 16, 1:49 am
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Originally Posted by Filthy Monkey View Post
Also some changes coming to the boarding process, apparently. They know the current process is not working well.

Overall, the general feeling seemed to be one of 'we've gone a bit far wth our cuts and upset a lot of people, but we're investing heavily now and trying to fix it'. Only time will tell how sincere that was...
You're having a laugh, surely. We have BOB starting in 3 weeks and dynamic seat pricing - putting some CW seats at over 90 - just kicked in. As of last week we gave Aer Lingus Avios redemptions pricing out at 115 tax when a cash ticket is 80. We could go on :-)

Meanwhile I booked a First Class ticket to Beijing yesterday on Air China for 75,000 Virgin miles - return ..,..
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Old Dec 13, 16, 1:51 am
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Anyone who thinks that BA management are going to change their approach will be sadly mistaken. What they say and what they really mean are two different things.

The only time BA will start to improve will be when this current lot of greedy, short-sighted jokers have left the scene. My goodness BA will then have a lot of catching up to do then.
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Old Dec 13, 16, 2:16 am
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These investments were the ones they announced at capital markets day, apart from the boarding process (with which the only real problem is a lack of consistent application of the current process IMO). Any discussion about why they thought moving the night-time GGL call centre to India was a good idea?
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Old Dec 13, 16, 2:23 am
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Originally Posted by Oaxaca View Post
These investments were the ones they announced at capital markets day, apart from the boarding process (with which the only real problem is a lack of consistent application of the current process IMO). Any discussion about why they thought moving the night-time GGL call centre to India was a good idea?
I believe there was an expletive-laden slide in the Capital Market Day presentation that explained the decision perfectly
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Old Dec 13, 16, 2:42 am
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I have jumped BA ship long ago, and will only return on a regular basis when I see new CW seating put in place on the new planes.

BA is a pretty miserable company right now.
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Old Dec 13, 16, 2:45 am
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If the new 'The Wing' has two lines for security, it should be fairly swift to get through, according to the 'premium brief sheet' numbers (average around 2,000 Golds per day, I think).

Interesting on the numbers of members in the tiers - that means that half of CCR card holders are GGLFL, if there are 600 CCR? Or are the GGLFL people counted separately, although they get CCR card as part of the package?
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Old Dec 13, 16, 3:08 am
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I'd really like to give the benefit of the doubt ; let's be honest, there is no pleasure to be had in constant criticism, and it would be in all our interests if BA did actually improve its overall offering and standards of customer service (not least where dealings with Customer Rels are concerned).

The fundamental problem, however, is that this much-debated pattern of recent cutbacks and progressive product downgrading is illustrative of an inherent culture & ethos within senior management. And it has filtered down - not surprisingly - to many (though, happily, not all) front-line customer-facing employees. I find it very difficult to think that the same management has either the mindset or motivation to suddenly shift its strategic direction from cost reduction to one of investment and consistent quality.

Of course only time will tell, but there has been little evidence to date that the airline sees itself as a true premium carrier or innovative 'standard-setter' in the longer term, and I set my own personal expectations accordingly whenever flying BA.
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Old Dec 13, 16, 3:11 am
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Originally Posted by Seat 1K View Post
Proper pillows, mattresses, and a total reset of food and drink coming to Club World.
Do you know if the pillows and mattresses just be on overnight flights?
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