The Achilles' Heel of the New CW: Beverages
Feb 26, 2019, 2:38 am
#16
Join Date: Jan 2007
Location: UK
Programs: BA Bronze
Posts: 523
Totally agree with this bit, given CW's current layout. It's one thing bussing my own tray, but having passengers clamour over someone else (in the dark sometimes) with a tray of stuff is asking for trouble.
Feb 26, 2019, 2:49 am
#17
Join Date: Mar 2016
Location: Plymouth, UK
Programs: BAEC Gold
Posts: 1,159
When I first started travelling in CW I was so surprised that you had to climb over other passenger's legs that I didn't actually believe it... that they could charge so much money and you still didn't have direct access to the aisle was absurd. The more I travel in CW the more absurd it is given the offerings from other airlines. So much so that I am seriously considering actively NOT flying on BA metal. That is sad IMO.
Feb 26, 2019, 3:16 am
#18
Join Date: Apr 2017
Location: UK
Programs: British Airways Executive Club Silver
Posts: 87
I had this when the new service was introduced to HKG, I was just given a sparkling water with my meal which I didn't request and no offer of any wine, I gave up pressing the call bell in the end, the only time I've eaten the BA on board beef without any wine :O
Feb 26, 2019, 3:20 am
#19
Join Date: Aug 2010
Location: UK
Posts: 1,736
On a recent CW flight we didn't get a drinks run (although I saw the nuts laid out so the other cabin must have). I asked for peppermint tea when asked what drink I wanted with dinner, it didn't arrive, I asked again at the end of the meal and was told that there was non on board. No alternative offered. So an entire flight with 1 glass of water. No other offers of drinks to either my husband or 1- so I offer for the entire flight.
Feb 26, 2019, 3:24 am
#20
Join Date: Feb 2010
Location: London / Los Angeles
Programs: Hilton Diamond, IHG Diamond Ambassador, Marriott Platinum, Hyatt Globalist, BA Silver
Posts: 1,631
I have also had my call bell actively ignored in CW on more than one occasion. I was quite surprised by this when it first happened but it seems to be not uncommon, unfortunately.
Feb 26, 2019, 3:27 am
#21
Join Date: Oct 2015
Location: London
Programs: BAEC (Gold), Hilton (Diamond), Le Club Accor (Platinum)
Posts: 171
I happen to agree strongly with the OP, inasmuch as I think service is objectively well below par in a J cabin if the only way to get a drinks refill or (even worse) to have a tray cleared is to push the button.
A cynic might even say that some of the less enthusiastic crew rely on the natural tendency of people (particularly Brits) not to be “difficult”, and have worked out that if they do the absolute bare minimum (or less), a lot of customers won’t do anything to try to make them do more.
Feb 26, 2019, 3:56 am
#22
Join Date: Apr 2005
Location: Windsor
Programs: BAEC Gold
Posts: 909
I'm going to defend the crew here to some extent. One of the issues, as I mentioned earlier, is that BA is trying to achieve a full hand run service (drinks & food) whilst only providing sufficient crew to achieve a trolley run service. If they want a "trolley free" service to succeed then they would have needed to increase crewing levels for CW at the time they introduced the new service approach, I don't recall that happening. It's no surprise that things get missed/forgotten.
Feb 26, 2019, 4:15 am
#23
Join Date: Feb 2009
Location: Chelsea
Programs: BA Gold
Posts: 1,227
I'm going to defend the crew here to some extent. One of the issues, as I mentioned earlier, is that BA is trying to achieve a full hand run service (drinks & food) whilst only providing sufficient crew to achieve a trolley run service. If they want a "trolley free" service to succeed then they would have needed to increase crewing levels for CW at the time they introduced the new service approach, I don't recall that happening. It's no surprise that things get missed/forgotten.
In fact the MF crew were excellent, from the moment of boarding until disembarking, and well dones have been submitted. And against all previous experience and expectations the food out of Jo’burg was actually pretty decent.
It’s a good - and for me increasingly rare - feeling to get off a BA flight feeling positive about the experience. Now I am back off to Heathrow for another flight. Let’s hope I don’t come back to earth with a bump. ��
Last edited by BA235; Feb 26, 2019 at 4:25 am
Feb 26, 2019, 4:16 am
#24
Join Date: Feb 2016
Location: LHR
Programs: BAEC Gold, SkyTeam Elite Plus, Sixt Gold
Posts: 418
CW service is very poor indeed. On my way to Singapore I asked for an express meal and was served last...
In all honesty, I think the problem is not with the crew per se (I find BA staff to be overall very polite and helpful) but the the passenger to staff ratio and the service process. I agree a tray would probably solve some of these issues and make life easier for the crew as well.
On top ups I frankly prefer to be proactive and ask, rather than having my water tumbler abruptly filled with champagne by AA crew.
In all honesty, I think the problem is not with the crew per se (I find BA staff to be overall very polite and helpful) but the the passenger to staff ratio and the service process. I agree a tray would probably solve some of these issues and make life easier for the crew as well.
On top ups I frankly prefer to be proactive and ask, rather than having my water tumbler abruptly filled with champagne by AA crew.
Feb 26, 2019, 4:46 am
#25
Join Date: Mar 2012
Location: BHX
Programs: BA GGL CCR GfL, SQ Gold, Hyatt Glob, HH Diamond, Marriott Plat, Cafe Nero Loyalty Card (7 Stamps)
Posts: 7,328
Struggling to recall having this issue (not doubting the OP - just stating that I haven't experienced it). My most recent flight back from JFK on a 777 I ordered an express main and the cheese, which was served on one tray. I had a glass of wine offered when it was served, then it was topped up, then the chap was standing there holding a bottle of port after clearing my main plate, and then the scotch came out. All in under an hour. I slept rather well.
Looking back most of my other flights have been UD recently, so perhaps that plays a part in better service.
That said, there have been occasions in 1A on the 747 where I found myself completely ignored, including the call bell. To the point where I had to go back to the cabin to have a word. Service was much improved after that.
I don't know if I'm suffering from a degree of Stockholm Syndrome or if I'm just more casual about it - but if they're not coming to me, I've got no issue getting up and going to them. I only ever have to get up once.
Looking back most of my other flights have been UD recently, so perhaps that plays a part in better service.
That said, there have been occasions in 1A on the 747 where I found myself completely ignored, including the call bell. To the point where I had to go back to the cabin to have a word. Service was much improved after that.
I don't know if I'm suffering from a degree of Stockholm Syndrome or if I'm just more casual about it - but if they're not coming to me, I've got no issue getting up and going to them. I only ever have to get up once.
Feb 26, 2019, 5:07 am
#26
Join Date: Jul 2017
Programs: BA, SW, IAG
Posts: 143
I've really tried to give this new CW a chance, and I assumed that during the teething stage there would be some tweaks. It's been a year now, and there's one thing that hasn't changed in the new CW but it must. I consume 75% of my meal with empty glasses on my tray. Wine and water preferences are indicated when the food order is placed, which are dutifully served all together on a tray that is placed in front of me by an attendant who will never, ever return until it's time to clear it all away. I've had a dozen flights in CW in the past year, and have never one time had my water topped up, much less a second glass of wine.
I just flew RT to Johannesburg with SkyTeam in biz, KLM down and Air France back. After a year in the new CW, I couldn't help but admire the bountiful carts filled with wonderful things that were rolled up and down the aisles by calm FAs who weren't scurrying in and out of the galley with individual dishes for individual customers. Most importantly: my glasses were refilled repeatedly.
In the old CW, I used to enjoy a brandy after dessert. On my CW flight to Beijing last week, I sat staring at my finished tray for a full hour and a quarter before they switched out the lights. I finally carried my own tray to the galley to abandon it there. It makes those SkyTeam carts seem very attractive.
I just flew RT to Johannesburg with SkyTeam in biz, KLM down and Air France back. After a year in the new CW, I couldn't help but admire the bountiful carts filled with wonderful things that were rolled up and down the aisles by calm FAs who weren't scurrying in and out of the galley with individual dishes for individual customers. Most importantly: my glasses were refilled repeatedly.
In the old CW, I used to enjoy a brandy after dessert. On my CW flight to Beijing last week, I sat staring at my finished tray for a full hour and a quarter before they switched out the lights. I finally carried my own tray to the galley to abandon it there. It makes those SkyTeam carts seem very attractive.
This is so totally true. Flew CW twice in the last year, and i was gagging for a drink- didnt get my first glass of wine until I was about done with my main. Had to beg for another. It was terrible. I thought they had changed the service since the roll out? I hope they do as I have a flight coming up in a month.
Feb 26, 2019, 5:09 am
#27
Join Date: Jul 2017
Programs: BA, SW, IAG
Posts: 143
You would think so? I did, but it didnt work. I asked nicely 3 times before I got a second. Husband didnt get his first til I got my second as he wanted white and they were only carrying red when they served me.
Feb 26, 2019, 5:15 am
#28
Join Date: Jul 2017
Programs: BA, SW, IAG
Posts: 143
Agreed you shouldn't have to ring the bell to have your tray cleared away after that amount of time - that is not acceptable. I've found times for this to be slightly worse when sitting in window seats (which I usually do), so hopefully this will change once the new seats are introduced.
In terms of drinks/refills, perhaps I've been lucky or you have been unlucky, but I do find that the crew ask if I would "like anything else" when serving the next course or clearing away.
I wouldn't necessarily agree that the restaurant analogy fits here, as the purpose of going to restaurant is to be served food, whereas BA gets us from A to B. As far as I'm concerned, the crew's primary job is to get us from A to B in a safe manner. I would say the issue here is more akin to having (say) a junior suite at a nice hotel and the minibar not being properly restocked, thus requiring a call down to the reception. Not exactly ideal, but also not a deal breaker.
In terms of drinks/refills, perhaps I've been lucky or you have been unlucky, but I do find that the crew ask if I would "like anything else" when serving the next course or clearing away.
I wouldn't necessarily agree that the restaurant analogy fits here, as the purpose of going to restaurant is to be served food, whereas BA gets us from A to B. As far as I'm concerned, the crew's primary job is to get us from A to B in a safe manner. I would say the issue here is more akin to having (say) a junior suite at a nice hotel and the minibar not being properly restocked, thus requiring a call down to the reception. Not exactly ideal, but also not a deal breaker.
which is what happened here (and for me).
Feb 26, 2019, 6:11 am
#29
Join Date: Feb 2009
Location: Chelsea
Programs: BA Gold
Posts: 1,227
This is so totally true. Flew CW twice in the last year, and i was gagging for a drink- didnt get my first glass of wine until I was about done with my main. Had to beg for another. It was terrible. I thought they had changed the service since the roll out? I hope they do as I have a flight coming up in a month.
are better than others and the type
of aircraft and/or your
position in the cabin can lessen or exacerbate the flaws in the service standards.
Personally, I wish they’d just go back to the good/bad old days of the dreaded ‘bone-shaker’ trolley and have done with it.
The other - enduring- change is that the food quality is much improved, even from outstations which one had once given up on i.e. JNB.
Feb 26, 2019, 6:30 am
#30
Join Date: Oct 2012
Location: NYC
Programs: BA Silver; SPG Gold; UA; DL; AA
Posts: 207
I'm going to defend the crew here to some extent. One of the issues, as I mentioned earlier, is that BA is trying to achieve a full hand run service (drinks & food) whilst only providing sufficient crew to achieve a trolley run service. If they want a "trolley free" service to succeed then they would have needed to increase crewing levels for CW at the time they introduced the new service approach, I don't recall that happening. It's no surprise that things get missed/forgotten.