Strategies for dealing with poor crew in F
Feb 25, 2019, 12:47 am
#1
Original Poster
Join Date: Sep 2007
Location: London
Programs: BA Gold, Star Alliance Silver
Posts: 232
Strategies for dealing with poor crew in F
Hello all
I have an upcoming F trip LHR-JNB return - and as has been discussed on a number of threads, the crew on this route can be a mix between incompetent, ineffective, inattentive, or nice but a bit slow.
Having (perhaps stupidly) actually paid Ł cash for this ticket, what strategies / tricks have people developed to deal with a sub-optimal BA F experience once onboard?
- Immediately asking for the meal service from the menu (to avoid a lengthy delay)?
- Heading into the galley to help oneself?
- Speaking to the senior crew member?
Or perhaps just go all out on the LPGS and forget about it and not stress!
Part of me thinks this is a first world problem, but then having splashed out a few thousand pounds, I also feel it is about value for money and fairness!
I have an upcoming F trip LHR-JNB return - and as has been discussed on a number of threads, the crew on this route can be a mix between incompetent, ineffective, inattentive, or nice but a bit slow.
Having (perhaps stupidly) actually paid Ł cash for this ticket, what strategies / tricks have people developed to deal with a sub-optimal BA F experience once onboard?
- Immediately asking for the meal service from the menu (to avoid a lengthy delay)?
- Heading into the galley to help oneself?
- Speaking to the senior crew member?
Or perhaps just go all out on the LPGS and forget about it and not stress!
Part of me thinks this is a first world problem, but then having splashed out a few thousand pounds, I also feel it is about value for money and fairness!
Feb 25, 2019, 1:03 am
#2
Join Date: Oct 2007
Location: London
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Although I'm perhaps not always the most optimistic of people by nature and occupation, even I would not be planning a strategy for this event although you are right of course, to expect excellent service!
I recommend that you look forward to the trip with measured excitement and expectations and it is very likely that these will be positively exceeded!
If the flight is not working out quite as you had hoped, a calm, polite and friendly word with the cabin crew involved will normally help make things better.
If you are really disappointed, do have a word with the CSD, who should introduce him/herself early on in the flight - usually just after take off in my experience. I hope and expect that this course of action will not be required but it is always there. Better to use it than sit there feeling annoyed.
And of course, relaxing, enjoying the LPGS and other drinks and meals, in a comfortable seat with some IFE and then a good sleep is always a great approach!
Hope you have a great flight!
Please let us know how you get on.
I recommend that you look forward to the trip with measured excitement and expectations and it is very likely that these will be positively exceeded!
If the flight is not working out quite as you had hoped, a calm, polite and friendly word with the cabin crew involved will normally help make things better.
If you are really disappointed, do have a word with the CSD, who should introduce him/herself early on in the flight - usually just after take off in my experience. I hope and expect that this course of action will not be required but it is always there. Better to use it than sit there feeling annoyed.
And of course, relaxing, enjoying the LPGS and other drinks and meals, in a comfortable seat with some IFE and then a good sleep is always a great approach!
Hope you have a great flight!
Please let us know how you get on.
Feb 25, 2019, 1:26 am
#3
Ambassador: Emirates Airlines
Join Date: Sep 2004
Location: Manchester, UK
Posts: 18,608
Not every flight will be poor. I'm far from a BA apologist, but even I know that for every bad F experience reported on here, there will be a substantial number of satisfactory / normal / good experiences.
If you go onto a flight expecting it to be terrible, then the chances are, you'll find fault even when it doesn't exist. So, if I were you, I'd choose the option :-
"Or perhaps just go all out on the LPGS and forget about it and not stress!"
If you go onto a flight expecting it to be terrible, then the chances are, you'll find fault even when it doesn't exist. So, if I were you, I'd choose the option :-
"Or perhaps just go all out on the LPGS and forget about it and not stress!"
Feb 25, 2019, 2:00 am
#4
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To be honest, I think that is completely wrong. You are implicitly referring to JNB being mixed fleet here. I have had great, good, and poor crew with BA on all fleets and any range of routes. In fact, several of my very best F crews have been mixed fleet including two recent trips. An additional potential issue you may be referring to is that many crew members do not like flying to JNB for very good reason: not only are they two long flights, but once at destination for their one night, they are effectively stuck in the hotel's compound: BA does not allow them to leave it on their own unless they either have personal reason to do so (e.g. family coming to pick them up) or an escort (which the hotel will arrange for them, but many understandably feel self-conscious about asking unless the whole bunch of them will go out for a meal together or something which is not the same as just heading out on your own to the nearest beach in Capetown for instance). Lagos and Cairo have the same issue I believe and I suspect a few others.
There is no "strategy" for dealing with bad crews if and when they happen. It's not as though telling them to go faster would achieve that if they are slow and disorganised, and it's not as thought telling them to be nicer is going to make them suddenly nice if they aren't. It's part of the traveller's luck (or very rarely lack thereof) when you travel with any airline on any route, and any cabin.
Try to be nice rather than demanding, always be polite, if you want something that does not seem to be forthcoming then do ask politely and patiently, and if something goes really wrong with the person serving you, try to have a word with the crew member in charge of the F cabin (CSM will usually say who they are in their introductory message) or with the CSM him/herself if that fails. Last but not least, don't go on your flight feeling as though you were stepping into a hostile and incompetent environment or it will become a self-fulfilling prophecy. Most BA crew are good and professional and JNB is long enough that if there are teething issues at first they can still be sorted later.
There is no "strategy" for dealing with bad crews if and when they happen. It's not as though telling them to go faster would achieve that if they are slow and disorganised, and it's not as thought telling them to be nicer is going to make them suddenly nice if they aren't. It's part of the traveller's luck (or very rarely lack thereof) when you travel with any airline on any route, and any cabin.
Try to be nice rather than demanding, always be polite, if you want something that does not seem to be forthcoming then do ask politely and patiently, and if something goes really wrong with the person serving you, try to have a word with the crew member in charge of the F cabin (CSM will usually say who they are in their introductory message) or with the CSM him/herself if that fails. Last but not least, don't go on your flight feeling as though you were stepping into a hostile and incompetent environment or it will become a self-fulfilling prophecy. Most BA crew are good and professional and JNB is long enough that if there are teething issues at first they can still be sorted later.
Feb 25, 2019, 2:14 am
#5
Join Date: Dec 2009
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My experience of life is that if you approach it anticipating something will go wrong, you can usually find something to support that belief.
I've experienced great longhaul crews, WW and MF, and the few flights I've done in F have all exceeded expectations.
I hope you have a great flight.
I've experienced great longhaul crews, WW and MF, and the few flights I've done in F have all exceeded expectations.
I hope you have a great flight.
Feb 25, 2019, 2:15 am
#6
Join Date: Jan 2018
Programs: BA Silver
Posts: 439
What’s the point of heading into an F flight with a ‘strategy’ for a poor crew? Firstly it implies that you’re somewhat expecting this. Remember- a lot of the negative reports you read on this forum are exceptions, not rules, and is the reason they’re being posted.
Secondly it sounds like you paid a princely sum, so absolutely should expect good service irrespectively. But you didn’t pay just pay for crew quality. Enjoy the full experience (CCR, seat, food etc) and if something’s not to your liking simply have a word and I’m sure they’ll try and sort it out for you.
Secondly it sounds like you paid a princely sum, so absolutely should expect good service irrespectively. But you didn’t pay just pay for crew quality. Enjoy the full experience (CCR, seat, food etc) and if something’s not to your liking simply have a word and I’m sure they’ll try and sort it out for you.
Feb 25, 2019, 2:16 am
#7
Join Date: Nov 2008
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In all seriousness I think it's better to take these things as they come, you could have a fantastic crew and your worrying about nothing, BA def has them. Equally you could have a terrible crew and no manner of planning will help. Your in First, don't stress ahead of time, give them a fair chance and try and deal with any issues nicely inboard with the crew.
Thinking something will be poor more often than not leads people to have a poor experience as they micro analyse everything.
Feb 25, 2019, 2:20 am
#8
Join Date: Mar 2012
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An additional potential issue you may be referring to is that many crew members do not like flying to JNB for very good reason: not only are they two long flights, but once at destination for their one night, they are effectively stuck in the hotel's compound: BA does not allow them to leave it on their own unless they either have personal reason to do so (e.g. family coming to pick them up) or an escort (which the hotel will arrange for them, but many understandably feel self-conscious about asking unless the whole bunch of them will go out for a meal together or something which is not the same as just heading out on your own to the nearest beach in Capetown for instance). Lagos and Cairo have the same issue I believe and I suspect a few others.
I'm actually just joking with Orbitmic and in fact agree with him/her on many points, with BA in particular.It does seem BA has some pull in the marketplace and therefore we all accept the bargain that their "average" for service is far below where we think it should be, in exchange for something else we all seem to value (or else we would walk). But what can you do on board, once the deal is sealed? Nothing, since for whatever each of our own reasons are for flying BA First, the bargain is one we accept.
One time I asked the sccm/purser/title-de-jour if I was listed on the manifest as staff perhaps by mistake (which I know is not actually possible, but I figured this was a polite way of pointing out that the service until then had been deplorable). She double-checked and confirmed that I was not listed as staff and that in fact I had the highest CIV on board, and said she'd have a word with the crew in case there were any misunderstandings.
If you have a good crew, enjoy! If you have a poor one, try to make the best of it, and factor that risk into your decision to purchase next time. Best of luck!
Feb 25, 2019, 2:47 am
#10
Join Date: Oct 2006
Location: UK
Programs: BA Blue, IC Spire Ambassador
Posts: 5,227
I don’t consider myself to be one of the resident apologists, but why did you book a revenue F ticket if you’re expecting the worst?! Why do it to yourself?
I can sometimes over think things - it is best to go onto the flight looking forward to a nice comfortable flight. If you go on board and start monitoring every action of the crew you are bound to find issues, particularly if you try to think about internal service standards - ie no open containers in the F cabin...omg they brought me a can of sprite to mix with my baileys or whatever or they placed the napkin on the tablecloth. Do you do your job perfectly, 100% by ‘the book’ every day? I don’t know anyone who does.
My experience of MF in F has been good. I’ve had some great WW operated F flights too but also the very odd ‘meh’ experience.
Best strategy in my view is:-
1) Be clear about what you want. If you think you might have been forgotten about, politely ask - they won’t mind.
2) If something isn’t right - be it food, hard product or you’re dehydrating, ask.
3) If a person looking after you is really not good at all & you don’t think you can get what you want then speak to the CSM. If not happy, use judgment whether to ask for a feedback form or write to CR on arrival.
4) Don’t allow one or two things (running out of something or the like) to ruin your trip. Call a spade a spade but maintain perspective!
I hope & trust you’ll have a good flight!
I can sometimes over think things - it is best to go onto the flight looking forward to a nice comfortable flight. If you go on board and start monitoring every action of the crew you are bound to find issues, particularly if you try to think about internal service standards - ie no open containers in the F cabin...omg they brought me a can of sprite to mix with my baileys or whatever or they placed the napkin on the tablecloth. Do you do your job perfectly, 100% by ‘the book’ every day? I don’t know anyone who does.
My experience of MF in F has been good. I’ve had some great WW operated F flights too but also the very odd ‘meh’ experience.
Best strategy in my view is:-
1) Be clear about what you want. If you think you might have been forgotten about, politely ask - they won’t mind.
2) If something isn’t right - be it food, hard product or you’re dehydrating, ask.
3) If a person looking after you is really not good at all & you don’t think you can get what you want then speak to the CSM. If not happy, use judgment whether to ask for a feedback form or write to CR on arrival.
4) Don’t allow one or two things (running out of something or the like) to ruin your trip. Call a spade a spade but maintain perspective!
I hope & trust you’ll have a good flight!
Feb 25, 2019, 3:21 am
#12
Join Date: Oct 2004
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An additional potential issue you may be referring to is that many crew members do not like flying to JNB for very good reason: not only are they two long flights, but once at destination for their one night, they are effectively stuck in the hotel's compound: BA does not allow them to leave it on their own unless they either have personal reason to do so (e.g. family coming to pick them up) or an escort (which the hotel will arrange for them, but many understandably feel self-conscious about asking unless the whole bunch of them will go out for a meal together or something which is not the same as just heading out on your own to the nearest beach in Capetown for instance).
Last edited by NWIFlyer; Feb 25, 2019 at 4:01 am Reason: Remove hotel name for privacy and crew security
Feb 25, 2019, 4:39 am
#13
Join Date: Sep 2014
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You could try the Birling Gambit
In Mr Birling's own words
In Mr Birling's own words
MR. BIRLING: Captain, the other two have explained to you, I hope, that I’m rather a generous tipper.
MARTIN: They did mention it, yes.
MR. BIRLING: Hmm. ... but that the level of my tips depends entirely on the quality of the, um ... well, I was gonna say ‘customer service’ but let’s be straight with one another ... the toadying I receive.
MARTIN (sighing): I gathered that, but I’m afraid, sir, that I like to think of myself as not quite so easily bought.
(A car pulls up and stops.)
MR. BIRLING: Ah, well, I see, I see. Then I shall see you after the match.
(The car door is opened.)
MR. BIRLING: Oh, and for the avoidance of doubt, it occurs to me that in a fairytale I would be so impressed by your failure to be bought, I would at the end of the trip give you an even bigger tip than anyone else. What you should know about me, though, is that I like being toadied to, and I pay people to do it ... (the car door closes) ... so you won’t be getting a sausage! Cheerio!
MARTIN: They did mention it, yes.
MR. BIRLING: Hmm. ... but that the level of my tips depends entirely on the quality of the, um ... well, I was gonna say ‘customer service’ but let’s be straight with one another ... the toadying I receive.
MARTIN (sighing): I gathered that, but I’m afraid, sir, that I like to think of myself as not quite so easily bought.
(A car pulls up and stops.)
MR. BIRLING: Ah, well, I see, I see. Then I shall see you after the match.
(The car door is opened.)
MR. BIRLING: Oh, and for the avoidance of doubt, it occurs to me that in a fairytale I would be so impressed by your failure to be bought, I would at the end of the trip give you an even bigger tip than anyone else. What you should know about me, though, is that I like being toadied to, and I pay people to do it ... (the car door closes) ... so you won’t be getting a sausage! Cheerio!
Feb 25, 2019, 4:43 am
#14
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I am sure there is a parallel universe somewhere, where the crew are asking "How to deal with that poor excuse for a passenger in F who just presumes I am and idiot and will be unable to do my job"...
Problem onboard? Speak to the senior cabin crew...
Congratulations on probably ruining your flight before you even get near the plane...
Problem onboard? Speak to the senior cabin crew...
Congratulations on probably ruining your flight before you even get near the plane...