While crew can bid for routes I think the seniority aspect only applies when it comes to - on WW at least - choice of working position.

I really wouldn’t get too triggered by any assertions by Members that other Members are garners of cheap status. Those disparaging others tend to be the worst offenders for this, but will swear blind they are just the most Premium pax around with CIVs off the charts. Being careful with your money and wanting the best bang for your buck is nothing to be ashamed of. If only some could admit this, they all do it.

BA Website

I do feel there is much in what you say here and it speaks of a wider and very fundamental issue ; one which, in my view, goes to the very heart of BA’s continuing malaise where both quality and service standards are concerned.


The reason why truly awful experiences such as those recounted by the OP (in a FIRST class cabin, let’s not forget .....) invariably receive the familiar ‘canned’ response is because the airline’s management, under the stewardship of Alex Cruz, does not have an eye for, or pay attention, to detail. They feel that detail is something which is either a) not valued customers and/or b) will not be noticed by them where it is lacking. A seemingly minor - but very good - example is the removal of the salt & pepper ‘cruet set shakers’ from the new CW catering service. Cost - whilst a key, ever-present, imperative in any efficient profit-making organisation - has become the overriding focus for the BA management team, virtually to the exclusion of all else.

Rarely have I seen a BA written response reproduced here which would appear to address with any degree of conviction the sort of grievances raised by so many FT members. The best people can hope for is a few more Avios than they might have expected to be thrown their way. These might prove useful, and thus welcome for what they are ; but Avios do not restore confidence.

So ...... what would I suggest instead, one might ask .... ? Well, it needs a whole different perspective, and a change in culture - something which can only come (initially) at CEO level. Most CEO’s have (hopefully !) a keen eye for business discipline and all that it entails. The name of the game, after all, (unless you’re running a charity or some sort of state-sponsored operation) is to make money. And if it’s a plc, then shareholders will obviously see that as the most basic of objectives. But it’s about quality too, and about making customers feel valued.

If I were Alex Cruz, and had read the OP’s account here, I would be horrified and ashamed in equal measure. As any self-respecting CEO who needs a good bit of confidence, self-assurance (and perhaps even swagger) to get to the top, I would have developed a fairly sizeable ego along the way. But that ego would be dented by what had occurred onboard one of ‘my’ aircraft. I would be inclined to get hold of the customer by phone and offer my personal apologies. I would not talk about Avios during the conversation, but would be keen to acknowledge that - as a service-oriented company - we had let ourselves down, as well as the aggrieved customer, in falling so far below our target standards. And I would demonstrate that I mean what I say by inviting the customer to travel as our guest next time they wish to fly. Now .... you obviously pick and choose, and you don’t make these offers in response to every complaint. But that’s where the change of culture comes into play.

In truth, my suggestion is - as things stand - not viable for BA. Something else needs to happen before you can consider taking such an approach : standards & consistency need to be raised to the point whereby the OP’s experience can be safely considered an isolated event ; such that, the next time they fly, you can be sure there will be no repeat. I think BA are, sadly, a good distance away from that stage.

if you are referring to the fact that this is a MF route and this is why you aren’t surprised then I think that’s slightly unfair. I had a horrific flight with worldwide crew back from JFK last year. Totally uninterested in providing a decent service in F. Ignored my colleague sat beside me during the breakfast service. I fed it all back to Customer Relations and never heard a thing back. Standard BA service. The problem is that it is so inconsistent with BA. One flight it’s brilliant and the next it is terrible. However, unless it is fed back then BA will never learn.