More inconsistency from BA FIRST: short trip report
#61
Moderator: British Airways Executive Club, Iberia Airlines, Airport Lounges and Environmentally Friendly Travel
Join Date: Jan 2003
Location: London, UK
Posts: 22,200
The crew outbound was young and nervous, but proactive and attentive. They were also very slow to serve dinner; the table wasn't set until 1h30m out of LHR, and we didn't finish dessert until 3h+ after take-off. On the way back it was all much quicker, and over by 2h after wheels-up.
With the fourth flight in this set, the crew were young, a little nervous (as I sensed them) but nonetheless pro-practive and attentive. I think on this occasion I wasn't particular easy to read. We experienced a stream of delays prior to boarding (this was shortly after BA resumed its regular 789 service from SJC) and I was agitated when I boarded the aircraft, and spent the first hour on board in a state of "decompression". In this situation, I tend to block people out and can come across as "stand-offish". Consequently, there wasn't the usual relaxed banter with the crew I normally enjoy.
One thing I have learned from talking to BA cabin crew is the majority of First passengers are regulars (like Tobias-UK), who know exactly what they want in terms of inflight service and the style of engagement they have with the crew and that I suppose is mirrored in many ways how the crew engage with us.
So consistency across the board - certainly not. Nuanced, definitely. BA's First service is not homogenised but on several other airlines, I tend to think it is.
Last edited by Prospero; Feb 19, 2019 at 1:57 pm Reason: Typo
#62
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Join Date: Mar 2004
Location: London, UK
Posts: 5,086
Returning from CPT last night in first one toilet would not flush and the hand basin in the other blocked. Cabin full but service and food ok but then expectations were not high to start with. Had Kingclip fish rather than beef or lamb and that was enjoyable. Smooth flight and on time which was good.
#65
Join Date: Aug 2002
Location: YYZ
Programs: BA Gold/Marriott Gold/HH Diamond/IC Plat Amba
Posts: 5,982
Why are these South African routes so cheap in F and CW these days? I thought they were prestigious and profitable routes for BA? Or are they making a lot of money on the cargo?
#66
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Join Date: Mar 2004
Location: London, UK
Posts: 5,086
#67
Join Date: Feb 2010
Location: ORD
Programs: US Air, UA BA LH AI DELTA MARRIOTT CHOICE SGP
Posts: 9,882
Post of the year! This akeen to reminding your 19 year old to wipe his nose
#68
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Join Date: Mar 2014
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Like I have said before if BA are serious and were to bring in world leading products to bring themselves into the front of commercial aviation, integrate mixed fleet into worldwide/legacy employment contracts and benefits all they would have to do is say have a 60% markup on tickets. This way you know the true serious premium spenders.
#69
Join Date: Jan 2010
Posts: 3,190
I don't think it matters what "type" of passenger one is, service should always be delivered with a smile (unless in mourning!) and one should feel that one could always ask for anything and it won't be either accepted or rejected with attitude. They should be pleased to serve and showing it!
The bottom line is that the spectrum is too wide. Take marvelous, and all crews should be within 80% of that. I've had one or two that were struggling to make 50% (and that's probably being generous!) (And they were on 772s - is there a correlation here?)
Perhaps my expectations are unreasonable, but I do not think they are.
rb211.
#70
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Join Date: Mar 2004
Location: London, UK
Posts: 5,086
Like I have said before if BA are serious and were to bring in world leading products to bring themselves into the front of commercial aviation, integrate mixed fleet into worldwide/legacy employment contracts and benefits all they would have to do is say have a 60% markup on tickets. This way you know the true serious premium spenders.
#71
Join Date: Feb 2009
Location: YYC
Programs: BA bronze, Aeroplan peon
Posts: 4,735
Cheap pay for crew or cheap tickets? The tickets are certainly not cheap. Picking random dates in March, I priced out YVR-LHR for a one week return trip. F came in at $15,569, or roughly 9025. Same flight in Y is $1160, or 672. For that sort of money I would expect F to be perfect.
#72
Join Date: Apr 2007
Location: Anywhere
Posts: 6,535
When the mixed fleet crew concept came about, we were assured by BA that they go through the same training as the WW fleet.
So why are the ones Ive encountered always nervous, raw around the edges and at times clueless and inconfident? Is this down to the relatively lower calibre of the unmotivated people that BA recruits, or insufficiently administered training?
So why are the ones Ive encountered always nervous, raw around the edges and at times clueless and inconfident? Is this down to the relatively lower calibre of the unmotivated people that BA recruits, or insufficiently administered training?
#73
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Join Date: Mar 2014
Programs: Regarded as total and utter snob amongst the BAEC community.
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Are BA mixed fleet crew so badly paid relative to airlines that can deliver consistently high standards in First that it explains the service differential? I get why a 2k ticket doesnt get you vintage wines or a private car from the lounge to the terminal, but Im not sure why it means you dont get addressed with politeness by the crew and have to be grateful if you receive a premium service. At the end of the day staff are a relatively minor part of the cost of an airline ticket. I dont think its because they are so badly paid that BA staff are inconsistent in delivering a reliable service to their First passengers.
Cheap pay for crew or cheap tickets? The tickets are certainly not cheap. Picking random dates in March, I priced out YVR-LHR for a one week return trip. F came in at $15,569, or roughly 9025. Same flight in Y is $1160, or 672. For that sort of money I would expect F to be perfect.
Quite normal prices, people who pay these fares dont really care.
When the mixed fleet crew concept came about, we were assured by BA that they go through the same training as the WW fleet.
So why are the ones Ive encountered always nervous, raw around the edges and at times clueless and inconfident? Is this down to the relatively lower calibre of the unmotivated people that BA recruits, or insufficiently administered training?
So why are the ones Ive encountered always nervous, raw around the edges and at times clueless and inconfident? Is this down to the relatively lower calibre of the unmotivated people that BA recruits, or insufficiently administered training?
On one of my last flights which was MF and one of the crew was new but she was being mentored by a senior member of staff at all times.
#74
Join Date: Dec 2017
Posts: 574
This is precisely what is wrong with BA's service. No one expects passengers or CC to be 'homogenised'. Consistency should be evident in how the service is delivered. In a restaurant the staff may know the preference and personality of regular customers. That doesn't mean that they should forget to set the table for new clientele or fail to bring wine or take an order. Engaging with new people is what service industry professionals do every day. BA F fails to deliver consistently good service. Part of this seems to be related to training, supervision and (possibly) staff numbers. Having mediocre food, drink and hard product doesn't help.
#75
Join Date: Sep 2007
Location: London
Programs: BA Gold, Star Alliance Silver
Posts: 231
I've done the BA F to and back from JNB a few times and I agree it is dreadful.
The crew seem to have NO IDEA about what they are doing. They are all very pleasant and nice but are either incredibly low IQ or just lack the training or supervision from the manager to ensure the service is delivered properly.
It can take 2-3 hours after take off to even get the starter. I often give up on the meal service and go to bed. It really is very poor for a F product and I Only fly CW on this route from now on.
My personal favourite is when you have to go into the galley to get your own cup of coffee in the morning as they have forgotten to actually bring it to you.
The food in F is also VERY poor.
The crew seem to have NO IDEA about what they are doing. They are all very pleasant and nice but are either incredibly low IQ or just lack the training or supervision from the manager to ensure the service is delivered properly.
It can take 2-3 hours after take off to even get the starter. I often give up on the meal service and go to bed. It really is very poor for a F product and I Only fly CW on this route from now on.
My personal favourite is when you have to go into the galley to get your own cup of coffee in the morning as they have forgotten to actually bring it to you.
The food in F is also VERY poor.