British Airways falls from #1 in consumers favourite brands
Mar 12, 2018, 5:52 am
#17
Join Date: Jan 2016
Location: LHR/ATH
Programs: Amex Platinum, LH SEN (Gold), BA Bronze
Posts: 4,489
It appeared after the introduction of the self service checked luggage machines. Some of the staff were then redeployed as greeters, Asda style, but they typically don't do many greetings, unless there is eye contact. On the other hand I can see they are very useful for those visiting T5 for the first time and don't know where to go, plus those who need mobility assistance.
Mar 12, 2018, 6:10 am
#18
Join Date: Jun 2014
Programs: Executive Club: Gold - Flying Blue: Gold
Posts: 1,382
Very luxury in front and very budget at the back isn't a great idea. Remember that you have customers moving between cabins as they travel (mixing J and Y trips) and some other that pay massive sums for Y tickets. Having a very budget experience when in Y can lower their perception of the BA brand. Price sensitive customers looking for dirt cheap fares, will always look for the least expensive option and most of the time it will be an LCC as the service is the same.
Mar 12, 2018, 6:17 am
#20
Join Date: Jun 2016
Posts: 25
As long as Walsh is in post at IAG and profits are maintained, investment in both the hard and soft product will continue to suffer. The person who succeeds Walsh will have their work cut out to rebuild the BA brand (Cruz will probably go when Walsh departs).
Mar 12, 2018, 6:21 am
#21
Join Date: Sep 2014
Location: London, UK
Programs: Virtuoso, FSPP, Hyatt Prive, Hilton Impressario, Marriott Stars/Luminous, Roswood Elite, MO Fan Club
Posts: 560
As I sit here on the Bronze line, making yet another inquiry as to where my refund is, and yet again I am on a call to an Indian call centre where there is definitely an issue with being understood and a lack of any ability on their part to divert from the script, I fully understand why this fall from grace has happened.
What the majority of customers see is having to pay £2.30 for a twinings tea bag... ££ to reserve seats etc.
To me BA feels a bit like Tesco - its not cheap in the league of Aldi/Lidl nor is it premium like Waitrose. Its in the middle where one shouldnt be
Mar 12, 2018, 6:27 am
#22
Join Date: Feb 2018
Location: London
Programs: HH Diamond, Marriott Titanium, BAEC Gold
Posts: 283
Well QR, EK, SV, RJ, AY and many others can have very J cheap fares. The problem is that BA wants to be everything at the same time: low cost in Y and quality airline in premium cabins. But some of its passengers move between cabins and the experience is appalling in Y. In premium classes it is average when compared to other airlines. Cruz claiming BA is a premium airline doesn't cut it.
Traveled last week to Lisbon with Joon (Air France new budget airline). We had to stay on the ground at CDG for 45 for teh fog to clear up at LIS. During the 45 minutes wait, cabin crew came with mineral water and served all passengers. After take off, CC came around the cabin offering free coffee, tea, water and juice to all pax. They also had BoB items in their trolleys. At no point, were they waiving the BoB menu and asking passengers if they wanted something from the menu. They just proactively offered the free drinks. If you asked for a coffee, they would also ask you if you wanted water. I found that so nice that I asked for muesli bar and a smoothy from the menu. The flight attendant charged me only for the smoothy (not sure if it was because I am Platinum or just a goodwill gesture). But it was a nice experience. And I realized that event though it was BoB, there was a lot of interactions with the crews and you felt, ok they give free drinks so I might as well buy something to go with it.
A colleague of mine traveled from LHR to LIS on the same morning. He stayed 50 minutes on the tarmac. He wasn't even offered water from the tank. Asked if bought from the BoB. He said, no, BA is so mean!
Traveled last week to Lisbon with Joon (Air France new budget airline). We had to stay on the ground at CDG for 45 for teh fog to clear up at LIS. During the 45 minutes wait, cabin crew came with mineral water and served all passengers. After take off, CC came around the cabin offering free coffee, tea, water and juice to all pax. They also had BoB items in their trolleys. At no point, were they waiving the BoB menu and asking passengers if they wanted something from the menu. They just proactively offered the free drinks. If you asked for a coffee, they would also ask you if you wanted water. I found that so nice that I asked for muesli bar and a smoothy from the menu. The flight attendant charged me only for the smoothy (not sure if it was because I am Platinum or just a goodwill gesture). But it was a nice experience. And I realized that event though it was BoB, there was a lot of interactions with the crews and you felt, ok they give free drinks so I might as well buy something to go with it.
A colleague of mine traveled from LHR to LIS on the same morning. He stayed 50 minutes on the tarmac. He wasn't even offered water from the tank. Asked if bought from the BoB. He said, no, BA is so mean!
Mar 12, 2018, 6:35 am
#23
FlyerTalk Evangelist
Join Date: Mar 2010
Location: JER
Programs: BA Gold/OWE, several MUCCI, and assorted Pensions!
Posts: 32,145
Being fresh [relatively] from a recent J round-trip LGW-KIN, I have to say it was "OK" ... but despite being on the refurbished G-VIIX, the seat was as uncomfortable and inconvenient as ever. We derived no real pleasure from the journey at all, despite edible food and good CC both ways.
Roll on June, when we're back on AA for TATL and Trans-Con.
Roll on June, when we're back on AA for TATL and Trans-Con.
Mar 12, 2018, 6:58 am
#24
Join Date: Sep 2015
Programs: LH SEN; BA Gold
Posts: 8,405
British Vueling ?
Mar 12, 2018, 7:01 am
#25
Join Date: May 2014
Location: DMV
Posts: 2,092
Possibly...but I really dont think thats the reason. I'm guessing 75% of the customers wouldn't need to deal with expense/delay claims etc.<br /><br />What the majority of customers see is having to pay £2.30 for a twinings tea bag... ££ to reserve seats etc.<br /><br />To me BA feels a bit like Tesco - its not cheap in the league of Aldi/Lidl nor is it premium like Waitrose. Its in the middle where one shouldnt be
Mar 12, 2018, 7:17 am
#26
Join Date: Aug 2004
Programs: Meh
Posts: 2,598
Being fresh [relatively] from a recent J round-trip LGW-KIN, I have to say it was "OK" ... but despite being on the refurbished G-VIIX, the seat was as uncomfortable and inconvenient as ever. We derived no real pleasure from the journey at all, despite edible food and good CC both ways.
Roll on June, when we're back on AA for TATL and Trans-Con.
Roll on June, when we're back on AA for TATL and Trans-Con.
Mar 12, 2018, 7:21 am
#27
Join Date: Apr 2015
Programs: Some
Posts: 5,252
Exactly. BA management think they're Google or similar, widely trusted by consumers and pioneering a new market where everyone else will follow when in reality they're at risk of turning into Tesco a few years ago or M&S on the clothing side, totally confused about what they stand for and which customers they want to target. I was genuinely surprised last year when BA retained the number 1 position, but I suppose it's based on massively delayed survey data so the real impact of recent changes hadn't been seen in the survey data at that point.
Mar 12, 2018, 7:30 am
#28
Join Date: Oct 2015
Location: Cape Town
Programs: BA Exec Gold , Qatar Priviledge Club Plat
Posts: 1,584
This was only a matter of time, surprised this did not happen sooner?
I have to agree, even thou the crew at CX are supposedly unhappy they still blow BA out the water service wise imo - not to mention the wayy better cabin.
I have to agree, even thou the crew at CX are supposedly unhappy they still blow BA out the water service wise imo - not to mention the wayy better cabin.
Mar 12, 2018, 7:34 am
#29
Join Date: Dec 2006
Location: in a cabin
Posts: 6,522
The safety video will make sure everyone loves the brand.
Especially the "don't be so HARD on yourself" bit. So fitting in this #metoo environment. Surprised no one has picked up on this and started a social media rage storm against the brand.
Especially the "don't be so HARD on yourself" bit. So fitting in this #metoo environment. Surprised no one has picked up on this and started a social media rage storm against the brand.
Mar 12, 2018, 7:42 am
#30
Join Date: Jun 2014
Programs: Executive Club: Gold - Flying Blue: Gold
Posts: 1,382
Exactly. BA management think they're Google or similar, widely trusted by consumers and pioneering a new market where everyone else will follow when in reality they're at risk of turning into Tesco a few years ago or M&S on the clothing side, totally confused about what they stand for and which customers they want to target. I was genuinely surprised last year when BA retained the number 1 position, but I suppose it's based on massively delayed survey data so the real impact of recent changes hadn't been seen in the survey data at that point.