Upgraded to CE then ignored for meal service...
Jul 9, 2018, 2:54 pm
#1
Original Poster
Join Date: Aug 2006
Location: UK
Programs: BA Gold
Posts: 708
Upgraded to CE then ignored for meal service...
Partner (BA Gold) was upgraded on a domestic flight today (lounge entry upgrade & new BP). Pleasant surprise & happy to move from pre assigned chosen seat in ET.
Once on the flight crew distributed menus to every other passenger except partner. No ‘sorry we have run out of food’ or any apology/explanation. Just ignored & felt incredibly awkward & embarrassed by this. Got given a drink but nothing else.
Is this normal to be treated as a lower class of J when upgraded? If you knew that was the treatment you’d get you’d refuse to move from your chosen seat! Have advised a complaint as although small it seems unacceptable to me.
Once on the flight crew distributed menus to every other passenger except partner. No ‘sorry we have run out of food’ or any apology/explanation. Just ignored & felt incredibly awkward & embarrassed by this. Got given a drink but nothing else.
Is this normal to be treated as a lower class of J when upgraded? If you knew that was the treatment you’d get you’d refuse to move from your chosen seat! Have advised a complaint as although small it seems unacceptable to me.
Jul 9, 2018, 2:59 pm
#4
Join Date: Dec 2009
Location: Perth WA/ UK
Programs: BA Gold, Priority Club Gold, Accor Silver, Virgin Australia Gold
Posts: 1,750
I think you can be told discretely that you will not be given meal of choice or if meals not loaded or cannot accommodate a last minute up grade. Others will know better and respond I am sure. A recent at gate up grade for me resulted in meal and champagne flow on GLA-LHR much to my pleasure to be honest.
Jul 9, 2018, 3:01 pm
#5
Join Date: Jan 2011
Location: London, UK
Programs: BAGGL, A3G, Accor Gold, Hilton Diamond, IHG Diamond, LHW Sterling
Posts: 1,308
I’ve had it a few times from outstations, but always been advised of the meal loading issue beforehand. It’s never been a problem for me in these circumstances. and I expect it was the surprise onboard from what you described that has left the feeling behind.
Jul 9, 2018, 3:01 pm
#6
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
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If this was a flight to London then the usual protocol is for the upgrade agent to explain there is no food catering with the upgrade, and then the SCCM on board to confirm that. Moreover if there is no catering available then the passenger is supposed to be offered food from the BoB menu as a replacement. There shouldn't be an issue with drinks, as was the case here. The only reason why an explanation would not be forthcoming would be if the passenger was either staff or on a staff concession. I've seen the SCCM explanation a few times so I know if happens, but if this wasn't properly explained then that would be a service failure. It your partner noted the SCCM name and flight details then I would complain so it could be brought to his/her attention.
Since this was LCY then there wouldn't be BoB, but at least the ET food (presumably biscuit, crisps or popcorn) should have been offered.
Since this was LCY then there wouldn't be BoB, but at least the ET food (presumably biscuit, crisps or popcorn) should have been offered.
Jul 9, 2018, 3:03 pm
#7
Original Poster
Join Date: Aug 2006
Location: UK
Programs: BA Gold
Posts: 708
Jul 9, 2018, 3:08 pm
#8
Original Poster
Join Date: Aug 2006
Location: UK
Programs: BA Gold
Posts: 708
If this was a flight to London then the usual protocol is for the upgrade agent to explain there is no food catering with the upgrade, and then the SCCM on board to confirm that. Moreover if there is no catering available then the passenger is supposed to be offered food from the BoB menu as a replacement. There shouldn't be an issue with drinks, as was the case here. The only reason why an explanation would not be forthcoming would be if the passenger was either staff or on a staff concession. I've seen the SCCM explanation a few times so I know if happens, but if this wasn't properly explained then that would be a service failure. It your partner noted the SCCM name and flight details then I would complain so it could be brought to his/her attention.
Since this was LCY then there wouldn't be BoB, but at least the ET food (presumably biscuit, crisps or popcorn) should have been offered.
Since this was LCY then there wouldn't be BoB, but at least the ET food (presumably biscuit, crisps or popcorn) should have been offered.
Jul 9, 2018, 3:08 pm
#9
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The passengers around you might have assumed that you were some very high level BA executive to be permitted to travel in CE and in fact in seat 1A.
Jul 9, 2018, 3:33 pm
#10
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This was badly handled. It is difficult when they put someone in CE when there is no meal for them. Once upon a time, if there was no meal there was no upgrade. Now this has changed it would seem. They should have told him that before he was boarded, and they should have got him a substitue or given him Avios to buy if they’re doing that in or out or LCY.
Jul 9, 2018, 4:09 pm
#12
Suspended
Join Date: Aug 2010
Location: DCA
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Yes, it is embarassing. For BA. Not for OP.
BA handled this poorly. When it cannot handle catering, it is incumbent on BA to make this explicit in advance.
Few carriers these days are so parsimonious that they can't cater enough for possible UG's. But, BA remains in that tiny minority.
BA handled this poorly. When it cannot handle catering, it is incumbent on BA to make this explicit in advance.
Few carriers these days are so parsimonious that they can't cater enough for possible UG's. But, BA remains in that tiny minority.
Jul 9, 2018, 4:14 pm
#13
Moderator: British Airways Executive Club
Join Date: Jan 2009
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Posts: 22,127
They sadly sometimes cannot cater for all the passengers even without op-ups either, although I believe (and hope) it is not a hugely common occurrence.
Jul 9, 2018, 4:23 pm
#14
Ambassador, British Airways; FlyerTalk Posting Legend
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Having said that, every time I have been told at the gate I had been upgraded to CE and wasn’t getting fed, I have actually been given a meal onboard.
Jul 9, 2018, 4:37 pm
#15
Join Date: Jan 2015
Location: Cheshire
Programs: BA, Accor, Hilton, ITA
Posts: 376
The vastly polar opposite experience with BA CE, especially domestic, astounds me it is allowed to be so inconsistent in its delivery. I travel the Manchester route weekly, and every week the service is delivered differently at every level. From the niceties of just getting a Gold welcome( or not) to the efficiency of pulling the cart up the 6 rows and back in the 20 minutes, to whether you get a hot or cold towel, or even a choice of towels in the current weather! But you know on this route I’m just after the tier points, so do a lot of grinning and just bear it.
Last week I did a last minute change from LHR to the Thursday LCY flight to MAN. Yeah great food choice but the CSM purposefully avoided any eye contact or awareness of her cabin. (I was in Row 1) just totally switched off. But then I realised afterwards she was probably not looking forward to her onward flight to Ibiza after we landed. She was counting the retained champagne bottles at one point, not so sure why for an Ibiza flight. Why bother turning up for work at all with that mentality.
Last week I did a last minute change from LHR to the Thursday LCY flight to MAN. Yeah great food choice but the CSM purposefully avoided any eye contact or awareness of her cabin. (I was in Row 1) just totally switched off. But then I realised afterwards she was probably not looking forward to her onward flight to Ibiza after we landed. She was counting the retained champagne bottles at one point, not so sure why for an Ibiza flight. Why bother turning up for work at all with that mentality.