Alex Cruz: pax satisfaction on BOB is improving
Mar 27, 2017, 11:38 pm
#1
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Original Poster
Join Date: Jul 2007
Posts: 4,477
Alex Cruz: pax satisfaction on BOB is improving
As per Business Traveller, Alex Cruz is saying passenger feedback on BOB is improving. Pity he did not say improved by how much and from what point. It is improving if the feedback from 1% positive to 1.001% positive.
I think AC has incredible tunnel vision on BA's business. I guess at some stage Vueling was improving too.
maybe once all loyal BA flyer is gone Alex Cruz can claim victory that no one is complaining.
I think AC has incredible tunnel vision on BA's business. I guess at some stage Vueling was improving too.
maybe once all loyal BA flyer is gone Alex Cruz can claim victory that no one is complaining.
Mar 27, 2017, 11:53 pm
#2
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
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In other news, the President of North Mars confirmed that some socialist inhabitants of Jupiter put spy cameras in the shower room of the Red Castle in order to ruin his Presidency... 
Mar 28, 2017, 12:36 am
#4
Join Date: Feb 2011
Location: London
Programs: BA Gold
Posts: 834
Free water ...... but no BoB.
Well yesterday we had free water! A half a small plastic cup ful each... but there was no BoB... apparently DHL let BA down and didn't deliver.. 
I know it was only a short domestic flight but after almost an hour waiting to board (the cleaners had also caused some sort of hold up) I could have done with a cup of tea.
We were still treated to the horrible oven smell for some reason - not sure what that was about unless the captain was being made a toastie?! (Which I do not begrudge)..
I know it was only a short domestic flight but after almost an hour waiting to board (the cleaners had also caused some sort of hold up) I could have done with a cup of tea.
We were still treated to the horrible oven smell for some reason - not sure what that was about unless the captain was being made a toastie?! (Which I do not begrudge)..
Mar 28, 2017, 12:44 am
#5
Join Date: Mar 2014
Posts: 124
Taken at face value it doesn't seem an unreasonable statement. While there'll always be those who disagree with the concept entirely and their opinions aren't likely to change, the reactions of those who don't have principled objections to BoB will only become more favourable as the teething troubles and implementation problems get worked out over time.
So not an unreasonable statement, but also not in any way a surprising one.
So not an unreasonable statement, but also not in any way a surprising one.
Mar 28, 2017, 1:01 am
#8
Join Date: Mar 2014
Posts: 124
Let's be clear here: anything he says in public is a PR exercise, which means you have to ignore the implication that he wants you to make (customers are now happy with BoB, which you're rightly suspicious of) and look at the actual words on the page (feedback is improving, which without any details of how far and from what starting point is fairly meaningless).
Mar 28, 2017, 1:19 am
#9
Join Date: Jul 2009
Programs: BAEC Silver, IHG Diamond
Posts: 7,769
A lot of this is probably due to acceptance.
When BoB first came out, a lot of people weren't happy, were took unaware, a lot of negative press feedback was generated and therefore many complaints.
Now people are accepting it either positively or negatively (or are now aware) so are or aren't buying and now aren't complaining at the same level.
With the same logic, you could say Syria is a great place to live.
Loads of news months ago about places being bombed to hell, and now there's practically nothing in the media so obviously it's become this great place to live.
When BoB first came out, a lot of people weren't happy, were took unaware, a lot of negative press feedback was generated and therefore many complaints.
Now people are accepting it either positively or negatively (or are now aware) so are or aren't buying and now aren't complaining at the same level.
With the same logic, you could say Syria is a great place to live.
Loads of news months ago about places being bombed to hell, and now there's practically nothing in the media so obviously it's become this great place to live.
Mar 28, 2017, 1:20 am
#10
Community Director
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I'd love to know what BA's KPIs are, and see the actual results. If one of them revolves around BoB, what exactly is it, how is it measurable, what's the target and what's the timescale to achieve it?
The usual vague, washy, vacuous words from AC without any statistics behind them only lead me to surmise that whilst there's been an improvement (and it would be pretty hard to go backwards from the botched implementation) actually BA is no-where near meeting the target.
You can only spin so far before your credibility is completely shot. AC passed that point some time ago.
The usual vague, washy, vacuous words from AC without any statistics behind them only lead me to surmise that whilst there's been an improvement (and it would be pretty hard to go backwards from the botched implementation) actually BA is no-where near meeting the target.
You can only spin so far before your credibility is completely shot. AC passed that point some time ago.
Mar 28, 2017, 1:27 am
#12
FlyerTalk Evangelist
Join Date: Feb 2004
Location: London
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Can anyone explain this line to me?
'we are using technology to improve – we went contactless for this so people could use cards such as American Express, and that’s one example of the ways we are improving the experience.'
'we are using technology to improve – we went contactless for this so people could use cards such as American Express, and that’s one example of the ways we are improving the experience.'
Mar 28, 2017, 1:41 am
#13
Join Date: Mar 2017
Programs: BAEC Bronze
Posts: 388
Sure, i believe the equivalent is:
"We believe in technology. We were using stone flints to carve food when we realised that everybody else were using purpose made knives, and for some time in fact. We decided it might be a good idea to also get with the times"
"We believe in technology. We were using stone flints to carve food when we realised that everybody else were using purpose made knives, and for some time in fact. We decided it might be a good idea to also get with the times"
Mar 28, 2017, 1:44 am
#14
Join Date: Mar 2014
Location: London, UK
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Posts: 2,286
Mar 28, 2017, 1:51 am
#15
Join Date: Sep 2013
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Posts: 6,399
Not entirely sure myself Raffles, but I'll give it a go with this alternative translation :
"With considerable effort, and drawing upon all our reserves of operational expertise & financial knowledge, we have somehow managed to offer a particular payment mechanism which most of our customers long ago came to regard as totally routine in all other aspects of their daily lives.
We at British Airways look forward to receiving an industry accolade, together with the associated respect & admiration of not only our loyal passengers but also that of our competitors, for achieving the merest semblance of efficiency within this part of our new, highly-valued, onboard short-haul service"
HTH !