A tale of two Operational Upgrades to CE
Aug 4, 2017, 6:51 am
#1
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Location: NCL
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A tale of two Operational Upgrades to CE
CSM in 2016, embarrassed: "I'm really sorry sir, but the cabin has not been catered for the upgraded passengers. Here's a small sandwich from Economy class".
CSM in 2017, mortified: "I'm really sorry sir, but the cabin has not been catered for the upgraded passengers. Here's a small sandwich from Economy class. That will be 4.95, please".
Just a year ago, AA seemed like the cheapskates of this partnership. Now, with free non-alcoholic beverages for all, everything from the menu free for OWEs, and the front cabin fully catered for every SH flight they suddenly seem like the class act by every yardstick.
CSM in 2017, mortified: "I'm really sorry sir, but the cabin has not been catered for the upgraded passengers. Here's a small sandwich from Economy class. That will be 4.95, please".
Just a year ago, AA seemed like the cheapskates of this partnership. Now, with free non-alcoholic beverages for all, everything from the menu free for OWEs, and the front cabin fully catered for every SH flight they suddenly seem like the class act by every yardstick.
Last edited by Passmethesickbag; Aug 4, 2017 at 7:05 am
Aug 4, 2017, 6:57 am
#2
Join Date: Sep 2013
Location: London
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I can't believe that the crew don't have discretion to offer a non-catered CE passenger a free sandwich from the trolley. I know it's only an "Upgrade" and that therefore the OP was never entitled to anything free in the first place, but it still feels like naff customer service. Knowing most BA crew, if they could, they would provide it for free, so I can only assume that there has been some diktat from above that they cannot offer anything free to upgraded CE passengers.
Aug 4, 2017, 7:02 am
#3
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I can't believe that the crew don't have discretion to offer a non-catered CE passenger a free sandwich from the trolley. I know it's only an "Upgrade" and that therefore the OP was never entitled to anything free in the first place, but it still feels like naff customer service. Knowing most BA crew, if they could, they would provide it for free, so I can only assume that there has been some diktat from above that they cannot offer anything free to upgraded CE passengers.
Aug 4, 2017, 7:04 am
#4
Join Date: Aug 2014
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Current management acts like literally every penny spent over and above the absolute minimum comes from their own pockets... they can't even bear to shell out for bedding in CW to what many would call a reasonable timeframe.
Aug 4, 2017, 7:05 am
#5
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
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They should have had some Walkers shortbread and Out of Africa nuts in the canisters somewhere, but I don't think that was the point that was being made here. The BoB food is accounted for and it's a serious no-no to offer food without it being billed to the customer. In theory you don't have to accept the upgraded seat however.
Aug 4, 2017, 7:13 am
#6
Join Date: Aug 2008
Location: LHR
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Interesting from c-w-s about not having to accept the upgraded seat. I was on an IB flight, marketed as BA, and "upgraded" from my exit row seat to business. It was a little embarrassing being loudly told "we don't have a meal for you but will bring an economy snack for you". Really it was a downgrade in terms of seat and I wasn't fussed about the food as ate in the lounge.
Will try to decline future upgrades.
Will try to decline future upgrades.
Aug 4, 2017, 7:22 am
#7
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They should have had some Walkers shortbread and Out of Africa nuts in the canisters somewhere, but I don't think that was the point that was being made here. The BoB food is accounted for and it's a serious no-no to offer food without it being billed to the customer. In theory you don't have to accept the upgraded seat however.
Aug 4, 2017, 7:30 am
#8
Join Date: Sep 2013
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Many, many media column inches have been written in recent months about the current image of BA, within the context of aggressive cost-cutting and a more inflexible attitude in matters of service recovery. Perhaps the lack of discretion as recounted here by the OP epitomises the changed mood as neatly as anything.
Aug 4, 2017, 7:35 am
#9
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They should have had some Walkers shortbread and Out of Africa nuts in the canisters somewhere, but I don't think that was the point that was being made here. The BoB food is accounted for and it's a serious no-no to offer food without it being billed to the customer. In theory you don't have to accept the upgraded seat however.
Aug 4, 2017, 7:45 am
#11
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Aug 4, 2017, 7:47 am
#12
Join Date: Jul 2013
Location: Lon
Programs: BAEC Gold
Posts: 151
The thing about all the BoB being accounted for is interesting. On a recent flight short haul I bought a cup of tea, drank it, then later got chatting to the one of the crew while waiting for the loo. When I came out, the FA asked if I wanted another cup of tea bringing to my seat - I was a bit surprised given all I have read on here and being an infrequent SH flyer. But it came, and I wasn't charged. Is this not normal?
Aug 4, 2017, 7:54 am
#13
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Clearly a most unfortunate error of judgment on the part of the well-intentioned FA - who I suspect is very likely languishing in Guantanamo Bay as we write ......
Aug 4, 2017, 8:09 am
#14
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Aug 4, 2017, 9:50 am
#15
Join Date: Oct 2006
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BA upgrade for operational reasons and unless the need for OpUps is known well in advance won't have catering loaded. This is not new or a consequence of BoB. I have had F upgrades before with no catering. Also upgraded passengers are last in order of preference for food choices if there is catering for them.
Upgrades to CE are also rarer than WTP to CW as flexible cabin size makes need for SH upgrades less likely. I am surprised the crew didn't just say there was no CE food but a fully stocked bar and leave it at that.