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Buy on board: Experiences and reactions from BA's shorthaul economy service

Buy on board: Experiences and reactions from BA's shorthaul economy service

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Old Aug 6, 19, 11:50 pm   -   Wikipost
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This thread focuses on experiences and reactions for the implementation of buy on board for shorthaul, mainly led by impressions taken from flying on board British Airways' shorthaul services.

An information thread exists for your questions, particularly if they are on factual matters, here:
Buy on board: Information guide for BA shorthaul economy services

If you have an opinion about the concept of Buy on Board, the right thread is:
Buy on board: Implemented on BA short haul - opinions on the concept

Photos of current BoB menu (September 2018) post #125 in information thread
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Old May 31, 17, 7:34 am
  #1696  
 
Join Date: Feb 2012
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I can't believe that BA crew weren't allowed to kick BoB into the same pit that all the IT toppled into over the weekend. From a goodwill perspective, even just offering a free drink on some of the delayed flights would have gone down well. Yet another opportunity missed to gain a semblance of decent customer feedback...
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Old May 31, 17, 7:49 am
  #1697  
 
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Originally Posted by Only1BD View Post
I can't believe that BA crew weren't allowed to kick BoB into the same pit that all the IT toppled into over the weekend. From a goodwill perspective, even just offering a free drink on some of the delayed flights would have gone down well. Yet another opportunity missed to gain a semblance of decent customer feedback...
My BSL departure on Monday went tech just as boarding was commenced. Rather than de-board everyone they decided to continue, and a 1 hour delay ensued. I was surprised then to see the crew distributing cups of water about half an hour into the delay... at the time I passed it off as a crew who had been used to placating customers from the previous weekend!
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Old May 31, 17, 9:53 am
  #1698  
 
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Ultimately customers are still buying into the brand, including with the face of incompetent Cruz and greedy Walsh at the front, and paying for the BoB if it is loaded. Not sure that serving everyone with BoB is a priority because once it is all sold out, that ticks a box in terms of "customers love our on board service as we always sell out".
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Old May 31, 17, 11:56 am
  #1699  
 
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Originally Posted by Only1BD View Post
From a goodwill perspective, even just offering a free drink on some of the delayed flights would have gone down well. Yet another opportunity missed to gain a semblance of decent customer feedback...
People keep mentioning this (giving free drinks during irrops) but do they even have the ability/stock levels to do this now?

I would be surprised if they carry 150+ of the individual cups of tea and coffees (plus soft drinks) on each flight? I think giving some people a free drink and then telling others they have run out would be far worse PR then giving nothing at all.
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Old Jun 4, 17, 1:15 am
  #1700  
 
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It seems that BoB is still not working well on longer routes. Slow service, limited stock, blocked toilets seem to be happening 6 months on. And the menu hasn't changed although I remember they were talking about changing it every 3 months.

This week:
- A flight to Larnaca went without food.
- A flight from ARN and another FAO went without food
- Some others with food running put after the first few rows.

same apology from twitter team: sorry and we'll pass it on to the customer experience team
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Old Jun 4, 17, 2:00 am
  #1701  
 
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Originally Posted by Only1BD View Post
I can't believe that BA crew weren't allowed to kick BoB into the same pit that all the IT toppled into over the weekend. From a goodwill perspective, even just offering a free drink on some of the delayed flights would have gone down well. Yet another opportunity missed to gain a semblance of decent customer feedback...
It says everything you need to know about this company. Some companies with directors who have a clue would realise recovering customer goodwill is paramount. BA prioritised covering their backs. Don't use them again. They are vile to their customers, and perhaps more, their staff. The BA supporters who earn corporate wages tend not to care how BA treat their staff. Take from that what you will.
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Old Jun 4, 17, 2:21 am
  #1702  
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Originally Posted by nallison View Post
It says everything you need to know about this company. Some companies with directors who have a clue would realise recovering customer goodwill is paramount. BA prioritised covering their backs. Don't use them again. They are vile to their customers, and perhaps more, their staff. The BA supporters who earn corporate wages tend not to care how BA treat their staff. Take from that what you will.
Is this because BA won't force customers to close their blinds?
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Old Jun 4, 17, 2:27 am
  #1703  
 
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BA6948
I think we all realise that you are against BOB by now. You mention several flights that went without food. You know this as a fact or is it anecdotal? Furthermore I assume that hundreds if not thousands more went stocked and most people were content. I think you may have to accept that it is here to stay.
Personally I can see the case for BOB although I would be in favour of complimentary tea/coffee/water. I also feel the use of cash would calm some anxieties for parents/school groups for example.
I expect other airlines have issues with BOB too. I'm sure in a few months time most will wonder what all the fuss was about. A while back some on here were forecasting that BA would lose Club Europe passengers after the seating changes. However Club Europe is still full on most flights. In ET numbers continue to grow. I think you need to accept price is now the key for most travellers, whatever section of the cabin they travel in.
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Old Jun 4, 17, 3:02 am
  #1704  
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Originally Posted by vectismanpaul View Post
BA6948
I think we all realise that you are against BOB by now. You mention several flights that went without food. You know this as a fact or is it anecdotal? Furthermore I assume that hundreds if not thousands more went stocked and most people were content. I think you may have to accept that it is here to stay...
You are correct. At the #BAinvesting4U event Alex Cruz said BoB was definitely here to stay, he said there may be tweaks and changes to the service as they continue to learn from feedback and experience.
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Old Jun 4, 17, 3:38 am
  #1705  
 
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Originally Posted by vectismanpaul View Post
BA6948
I think we all realise that you are against BOB by now. You mention several flights that went without food. You know this as a fact or is it anecdotal? Furthermore I assume that hundreds if not thousands more went stocked and most people were content. I think you may have to accept that it is here to stay.
Personally I can see the case for BOB although I would be in favour of complimentary tea/coffee/water. I also feel the use of cash would calm some anxieties for parents/school groups for example.
I expect other airlines have issues with BOB too. I'm sure in a few months time most will wonder what all the fuss was about. A while back some on here were forecasting that BA would lose Club Europe passengers after the seating changes. However Club Europe is still full on most flights. In ET numbers continue to grow. I think you need to accept price is now the key for most travellers, whatever section of the cabin they travel in.
yes I am against it. I am gold Exec Club stricly flying Y with BA, though on the highest fares as travel is always booked at last minute (corporate policy)w BA have pushed me to AF, because I find it outrageous to pay so much for little or no service. And I have been treated well with AF since. I have even asked AF is they were intending to go BoB as I was upset with BA's move. AF said they would not rule out anything and the BoB was not foreseable in the near future. However, they saud that whenever changes are made they would never impact Elite Plus customers and that at the moment they are trying to improve service in all in classes with a french touch to differenciate themselves from other airlines. Honest answer. I know to who I will show my money now.
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Old Jun 4, 17, 6:10 am
  #1706  
 
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Originally Posted by vectismanpaul View Post
In ET numbers continue to grow.
To copy your previous quote ''You know this as a fact or is it anecdotal?''

Originally Posted by Tobias-UK View Post
You are correct. At the #BAinvesting4U event Alex Cruz said BoB was definitely here to stay, he said there may be tweaks and changes to the service as they continue to learn from feedback and experience.
I suppose that might depend on how long he stays!
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Old Jun 4, 17, 6:48 am
  #1707  
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Originally Posted by headingwest View Post
.. I suppose that might depend on how long he stays!
This was not a Cruz invention, this was planned long before he was installed at BA.
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Old Jun 4, 17, 6:55 am
  #1708  
 
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Originally Posted by Tobias-UK View Post
This was not a Cruz invention, this was planned long before he was installed at BA.
That might well be the case, but get someone in who knows how to run an airline and we might see a return to a reasonable level of service (for BA's ticket prices).
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Old Jun 4, 17, 7:43 am
  #1709  
 
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I cannot fathom nothing is free. But What kills me is the sheer inefficiency of the trolley. I was sitting in the 3rd row of Y on a Wtp feeder and it took 10 minutes for my row to get served (I didn't order).
The row behind me ordered two(2) cheese sandwiches - "we only have one left", they were told either the menu is too vast on options, or they are not stocking enough!

With other airlines in the region offering at least free coffee and tea, and my local (AY) offering any 1 drink (including champagne) for Emerald members, why should I ever fly BA short-haul again?
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Old Jun 4, 17, 7:51 am
  #1710  
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Originally Posted by headingwest View Post
That might well be the case, but get someone in who knows how to run an airline and we might see a return to a reasonable level of service (for BA's ticket prices).
It could be argued that is exactly what they have done.
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