A Few Takeaways From Last Night's [27 March 2017] GGL Event
Mar 28, 2017, 12:58 am
#16
Join Date: Oct 2007
Location: London
Programs: BA - Gold for Life, CCR & GGL; IC Spire Elite Ambassador; Diamond Hilton Honors; Hyatt Discoverist
Posts: 6,720
I did manage to attend one of the GGL events before Christmas at Fortnum and Mason, as a guest of a GGLer.
There seemed to be quite a bit of 'robust' feedback provided to Troy and his fellow senior managers, across a range of subjects, many touched above.
We were asked to put our comments in writing and send to a staffer, which my friend and I did.
(Perhaps why I was not asked again!)
There seemed to be quite a bit of 'robust' feedback provided to Troy and his fellow senior managers, across a range of subjects, many touched above.
We were asked to put our comments in writing and send to a staffer, which my friend and I did.
(Perhaps why I was not asked again!)
Mar 28, 2017, 1:02 am
#17
Join Date: Feb 2014
Location: ±38,000 feet
Programs: LH HON, BA GGL, AF Plat, EK Plat
Posts: 6,428
I did manage to attend one of the GGL events before Christmas at Fortnum and Mason, as a guest of a GGLer.
There seemed to be quite a bit of 'robust' feedback provided to Troy and his fellow senior managers, across a range of subjects, many touched above.
We were asked to put our comments in writing and send to a staffer, which my friend and I did.
(Perhaps why I was not asked again!)
There seemed to be quite a bit of 'robust' feedback provided to Troy and his fellow senior managers, across a range of subjects, many touched above.
We were asked to put our comments in writing and send to a staffer, which my friend and I did.
(Perhaps why I was not asked again!)
Mar 28, 2017, 1:08 am
#18
Join Date: May 2013
Posts: 6,349
(1) They wish they could make the investment in product faster
(2) They realize that the fleet seems old vs. the US and ME carriers but it will take time
(3) There is no decision if/when to update the CW seat and it is clear they were trying to spin the focus to soft product improvements (and lounge improvements)
(4) They are proud of the LGW and BOS openings are pumped up renovations coming to JFK and SFO. Not sure if it was previously announced but the JFK Gold lounge will get pre-flight dining. A rather angry man piped up about lounges in JNB, DEL and the rest of the world. Troy said they did have a five year plan to go through every lounge but was relatively clear that high-revenue, high-frequency destinations were a higher priority.
(5) There was much said by the audience about the mess of the current boarding process. It appears to be something they are looking at - especially whether procedures are followed. That said there are "pros/cons" to U.S.-style zone boarding so that remained under consideration.
(6) The audience (which are generally not frequent Y flyers) didn't attack the fundamental principle of M&S but they did attack the fact nothing was free for GGL and how awful it was to send CSDs to do greetings and offer to help and then deny a request for water. Comparison to AA were pointed out.
(7) The soft product investment in CW is coming which will include new food presentation, duvet/pillow, and an attempt at 5 uninterrupted hours of sleep (Vs 2.5 hours now on JFK-LHR flights).
(2) They realize that the fleet seems old vs. the US and ME carriers but it will take time
(3) There is no decision if/when to update the CW seat and it is clear they were trying to spin the focus to soft product improvements (and lounge improvements)
(4) They are proud of the LGW and BOS openings are pumped up renovations coming to JFK and SFO. Not sure if it was previously announced but the JFK Gold lounge will get pre-flight dining. A rather angry man piped up about lounges in JNB, DEL and the rest of the world. Troy said they did have a five year plan to go through every lounge but was relatively clear that high-revenue, high-frequency destinations were a higher priority.
(5) There was much said by the audience about the mess of the current boarding process. It appears to be something they are looking at - especially whether procedures are followed. That said there are "pros/cons" to U.S.-style zone boarding so that remained under consideration.
(6) The audience (which are generally not frequent Y flyers) didn't attack the fundamental principle of M&S but they did attack the fact nothing was free for GGL and how awful it was to send CSDs to do greetings and offer to help and then deny a request for water. Comparison to AA were pointed out.
(7) The soft product investment in CW is coming which will include new food presentation, duvet/pillow, and an attempt at 5 uninterrupted hours of sleep (Vs 2.5 hours now on JFK-LHR flights).
Sorry to see the dear old lady in such a bad way. The likes of Colin Marshall and Lord King must be despairing in their graves.
Mar 28, 2017, 1:23 am
#19
FlyerTalk Evangelist
Join Date: Feb 2004
Location: London
Programs: BA, VS, HH, IHG, MB, MR
Posts: 26,871
Here is a good test. Ask when they last flew another airline in J or F. The most senior IAG person I know (senior enough to get his photo in the accounts) has never flown Qatar for example. They genuinely have no practical experience of what is happening elsewhere.
Mar 28, 2017, 1:26 am
#20
Join Date: Aug 2012
Posts: 2,676
Bless 'em, the youngsters. You'll learn :-)
Here is a good test. Ask when they last flew another airline in J or F. The most senior IAG person I know (senior enough to get his photo in the accounts) has never flown Qatar for example. They genuinely have no idea what is happening elsewhere.
Here is a good test. Ask when they last flew another airline in J or F. The most senior IAG person I know (senior enough to get his photo in the accounts) has never flown Qatar for example. They genuinely have no idea what is happening elsewhere.
Mar 28, 2017, 1:43 am
#22
Join Date: Feb 2007
Location: London, UK
Programs: BA Gold, Hilton Diamond, IHG Spire
Posts: 1,243
That just sad and show how passionate about their job... What if one would use it's own money for a holiday flight? Business class one way economy return so you would know what others are offering and doing. Wouldn't cost that much.
Mar 28, 2017, 1:45 am
#23
FlyerTalk Evangelist
Join Date: Feb 2004
Location: London
Programs: BA, VS, HH, IHG, MB, MR
Posts: 26,871
Given they are staff and can fly BA free on standby or on Hotline pre-booked tickets for big discounts (and don't earn much anyway) I don't see that happening.
Mar 28, 2017, 1:50 am
#24
Join Date: Jul 2005
Location: London, ARN, HEL, ..... or MAN
Programs: BA GGL / GFL, Mucci Diamond!, HH Diamond, Radisson Premium, IHG Gold, Hertz Gold
Posts: 5,908
Mar 28, 2017, 1:53 am
#25
FlyerTalk Evangelist
Join Date: Oct 2008
Posts: 11,593
Bless 'em, the youngsters. You'll learn :-)
Here is a good test. Ask when they last flew another airline in J or F. The most senior IAG person I know (senior enough to get his photo in the accounts) has never flown Qatar for example. They genuinely have no practical experience of what is happening elsewhere.
Here is a good test. Ask when they last flew another airline in J or F. The most senior IAG person I know (senior enough to get his photo in the accounts) has never flown Qatar for example. They genuinely have no practical experience of what is happening elsewhere.
Mar 28, 2017, 2:31 am
#27
Ambassador, British Airways Executive Club, easyJet and Ryanair
Join Date: Sep 2011
Location: UK/Las Vegas
Programs: BA Gold (GGL/CCR)
Posts: 15,930
I appreciate this could be BA speak, but what appears to have been said at the GGL event sounds a little off-kilter. Unless the 'future of Club World' hasn't been decided and is a reference the soft product? I suppose we'll know for sure next week.
Mar 28, 2017, 2:46 am
#29
FlyerTalk Evangelist, Ambassador, British Airways Executive Club
Join Date: Jun 2008
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Programs: AF/KL Life Plat, BA GGL+GfL, ALL Plat, Hilton Diam, Marriott Gold, blablablah, etc
Posts: 30,546
Mar 28, 2017, 2:52 am
#30
Join Date: Jun 2002
Location: Kent, UK
Programs: BA Gold; Turkish Miles&SmilesElite;; Freccia Alata Plus; Amex Platinum; SPG Gold; Marriott Gold Elit
Posts: 276
This appears a little confusing. In the invitation I received to the big launch event on Wednesday week, it states "We will be flying on a VIP charter from London Gatwick to London Heathrow where we will unveil our new First and Club lounges at Gatwick’s South Terminal, reveal the future of Club World and officially open The First Wing in our home at Terminal 5."
I appreciate this could be BA speak, but what appears to have been said at the GGL event sounds a little off-kilter. Unless the 'future of Club World' hasn't been decided and is a reference the soft product? I suppose we'll know for sure next week.
I appreciate this could be BA speak, but what appears to have been said at the GGL event sounds a little off-kilter. Unless the 'future of Club World' hasn't been decided and is a reference the soft product? I suppose we'll know for sure next week.
"Radical improvement in quality and presentation
• Increase choice through pre-order"
Reading the slides again, there is no explicit mention of improving Club Europe catering, simply the generic "Customer investment across all cabins" (p6) with a sub head of "Short-haul catering quality/choice upgraded in partnership with M&S". Have the premium-looking paninis been sourced from M&S?