Cold soup, no cheese biscuits and tatty plane on Orlando flight
Feb 10, 2019, 3:27 am
#1
Original Poster
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Cold soup, no cheese biscuits and tatty plane on Orlando flight
Catalogue of disasters on 777 g-viip yesterday.
Saw soup on CW menu, thought great - but it was cold! (and not meant to be). Fortunately being in row 1 meant they were able to reheat it in the oven before it got served to anyone else.
The plane is 6 months out from refit but had a couple of issues - most worryingly exposed mains wiring to the broken power socket. I insisted they put an engineering report in.
First experience of this lgw crew with new club world experience was very hard for them, 3 crew constantly running back and forth. Eventually they brought up help from other cabins.
They also apparently searched the entire plane for biscuits for cheese. I also overheard galley gossip about reduced loading of champagne meaning they had to reduce serving size.
I was visited by both the csd and the captain to apologise. The soup is supposed to be loaded hot in flasks. Apparently the 777 refits in Singapore have multiple quality issues and the work might be switched to cardiff.
Moral of the story:
Poor training of cabin crew with new systems
Issues with maintenance and refits
penny pinching cost cutting
poor ground service
Saved by crew who value customer service.
Saw soup on CW menu, thought great - but it was cold! (and not meant to be). Fortunately being in row 1 meant they were able to reheat it in the oven before it got served to anyone else.
The plane is 6 months out from refit but had a couple of issues - most worryingly exposed mains wiring to the broken power socket. I insisted they put an engineering report in.
First experience of this lgw crew with new club world experience was very hard for them, 3 crew constantly running back and forth. Eventually they brought up help from other cabins.
They also apparently searched the entire plane for biscuits for cheese. I also overheard galley gossip about reduced loading of champagne meaning they had to reduce serving size.
I was visited by both the csd and the captain to apologise. The soup is supposed to be loaded hot in flasks. Apparently the 777 refits in Singapore have multiple quality issues and the work might be switched to cardiff.
Moral of the story:
Poor training of cabin crew with new systems
Issues with maintenance and refits
penny pinching cost cutting
poor ground service
Saved by crew who value customer service.
Feb 10, 2019, 4:17 am
#5
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CIHY - genuine question (given OP refers to re-heating in the oven) - how on earth does that work? Presumably there is some sort of container into which the soup can be decanted, put in the oven, and then poured into a bowl? Sounds like a nightmare for crew. I’m not an expert, but removing the microwaves doesn’t sound like the best ever decision...
Feb 10, 2019, 5:12 am
#9
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Feb 10, 2019, 5:13 am
#10
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Feb 10, 2019, 6:23 am
#12
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Feb 10, 2019, 8:03 am
#13
Join Date: Mar 2014
Location: London, UK
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Catalogue of disasters on 777 g-viip yesterday.
Saw soup on CW menu, thought great - but it was cold! (and not meant to be). Fortunately being in row 1 meant they were able to reheat it in the oven before it got served to anyone else.
The plane is 6 months out from refit but had a couple of issues - most worryingly exposed mains wiring to the broken power socket. I insisted they put an engineering report in.
First experience of this lgw crew with new club world experience was very hard for them, 3 crew constantly running back and forth. Eventually they brought up help from other cabins.
They also apparently searched the entire plane for biscuits for cheese. I also overheard galley gossip about reduced loading of champagne meaning they had to reduce serving size.
I was visited by both the csd and the captain to apologise. The soup is supposed to be loaded hot in flasks. Apparently the 777 refits in Singapore have multiple quality issues and the work might be switched to cardiff.
Moral of the story:
Poor training of cabin crew with new systems
Issues with maintenance and refits
penny pinching cost cutting
poor ground service
Saved by crew who value customer service.
Saw soup on CW menu, thought great - but it was cold! (and not meant to be). Fortunately being in row 1 meant they were able to reheat it in the oven before it got served to anyone else.
The plane is 6 months out from refit but had a couple of issues - most worryingly exposed mains wiring to the broken power socket. I insisted they put an engineering report in.
First experience of this lgw crew with new club world experience was very hard for them, 3 crew constantly running back and forth. Eventually they brought up help from other cabins.
They also apparently searched the entire plane for biscuits for cheese. I also overheard galley gossip about reduced loading of champagne meaning they had to reduce serving size.
I was visited by both the csd and the captain to apologise. The soup is supposed to be loaded hot in flasks. Apparently the 777 refits in Singapore have multiple quality issues and the work might be switched to cardiff.
Moral of the story:
Poor training of cabin crew with new systems
Issues with maintenance and refits
penny pinching cost cutting
poor ground service
Saved by crew who value customer service.
Does sound like there were some service issues but largely these seem to have been resolved by the crew. Unclear why any of the flight crew became involved though - perhaps you could shed some light? Was there some other disaster pertaining to the way in which the aircraft was being flown that wasn’t to your liking?
Feb 10, 2019, 8:43 am
#14
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I trust (hope?) the use of the word “disaster” is heavily laden with irony.
Does sound like there were some service issues but largely these seem to have been resolved by the crew. Unclear why any of the flight crew became involved though - perhaps you could shed some light? Was there some other disaster pertaining to the way in which the aircraft was being flown that wasn’t to your liking?
I fly all classes from economy to first and accordingly expect different service levels in each.
If BA decide to put soup on the menu it's not my problem as a paying passenger if they don't get it right which is your implication.
The crew did a good job in recovery but shouldn't have had to - eliminating the microwave as @canihelpyou said reduces resilience against problems. The captain alluded to giving avios but I said I was not interested in service recovery, just feedback on the issues.
I also figured the FT community would be interested about lgw 777 refit issues.
