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-   -   In First - Meal given to another passenger (https://www.flyertalk.com/forum/british-airways-executive-club/1970371-first-meal-given-another-passenger.html)

joejet May 19, 19 8:53 am

In First - Meal given to another passenger
 
So I was flying LHR to MIA in F yesterday and I had preordered the pork. I asked for the food later in the flight as I had eaten Lunch at LHR. Anyway about 6 hours into the flight I asked for my meal to be made and then the crew delivered it to 3K instead of 2K. the passenger did not say anything and ate my dinner, I did not see they had served it to him either.

When I went back to the galley about 40 mins after asking they said oh have you not already eaten....... NO
The crew member in question was quite upset The other crew members offer to see if they had something else left.... well there was but I was allergic to some of the ingredients. this is why I went through the trouble of calling you First to get the Menus and chef notes on ingredients, below I.flew, and yes my meal I had preordered.

Anyway I asked for the CSM, he was busy and we had not seem him at all the entire flight, so I went to find him in club. he gave me 6500 avis and said I should write in as that’s all he could do, my seat was falling apart and the power sockets worked about 20% of the time. BA First needs to go, it’s hardly a step up from business and with filthy cabins and the new improvements to CW when it rolls out I can’t see a future. This was the last of 4 legs in First then the 2x 747’s were filthy and very tired.

One final thing the crew told the passenger behind he had my meal, it was his first time in First but embarrassing for him and me.

That is my rant over

JJ

richardwft May 19, 19 9:10 am

The meal issue seems like a genuine crew error, which could happen to anyone in any class. I would accept the apology.

I agree with your other comments, itís clear WW and AC couldnít give a monkeys.

joejet May 19, 19 9:14 am


Originally Posted by richardwft (Post 31116736)
The meal issue seems like a genuine crew error, which could happen to anyone in any class. I would accept the apology.


Oh I did form the crewmember involved and she was quite upset about it. I asked for the CSM when I boarded about the seat and even that I had given up on until the meal issue. the most annoying part was them telling the other passenger that was embarrassing for both of us.

nufnuf77 May 19, 19 9:15 am

Crew error, alas
what I find unacceptable is telling the passenger in row 3 that he ate your meal! That is very unprofessional!

Schwann May 19, 19 9:16 am

Someone else ate my breakfast meal in QR J last night too.. the FA was so apologetic he mentioned it about 5 times by which point I was resigned and quite happy for an extra 45 minutes asleep.

IAMORGAN May 19, 19 9:17 am

The older you get the more you grow to realise that you have never seen it all and new surprises happen every day. I wonder what the passenger in 3K who presumably hadnít asked for any food thought when presented with the OPís food mid-Atlantic! I can see how some people would just go with it rather than make a fuss but it does seem strange.

OP - will you write in? This is one of those situations where, once the meal has been eaten, if there isnít a spare, it is very difficult to fix. You also mention seat power issues and seat issues.

I think you need to decide whether you want to pursue it further (and if you do, what you would like to achieve). 6,500 Avios for no main meal in international first class (and the service cock up that led to it - yes mistakes happen but it should be put right) feels low to me, so Iíd be tempted to write a concise letter to BA and see what they say. I suspect they will politely tell you theyíre sorry to hear that you didnít receive your first choice of meal and they understand how disappointing this must have been but having reviewed the case thoroughly they are unable to offer you anything more, but if you donít ask you donít get*.

*except in the case of Mr/s 3K who didnít ask for pork 6 hours into the flight but got it anyway.

MarkFlies May 19, 19 9:18 am

Economy service can be better than first because in economy, the crew follow a specific pattern. Serve this, then serve that.

In first class, this doesn't happen. With dine-on-demand etc, instead of better service, it just leads to more times for a mistake or error to occur.

I'm not saying it's the crew's fault, I can make mistakes too, I just feel they should have some system or plan or something.

richardwft May 19, 19 9:30 am


Originally Posted by MarkFlies (Post 31116763)
... I just feel they should have some system or plan or something.

Thatís asking a bit much really.
When you have millions of customers, none of which really matter, a system to get things right is far too sensible.

London21 May 19, 19 9:42 am

Doesnít surprise me.

Generally the ability of BA crew is terrible. Mix the usually laziness they display with lack of ability and this is what you get.

in this case itís a issue of laziness not to check the order and then the lack of IQ to fix it

ginger50 May 19, 19 9:48 am

When you are in economy, you hope for a window seat or an empty seat next to you
When you are in premium economy you hope for something better than economy
When you are in business you hope for a bed
When you are in First you want to be pampered..... That is the whole point of First.... unless you are pampered you might as well be in business

A few years ago I flew BA First on a new A380. This was my first First experience and I was really excited. After a meal and 20 minutes of waiting with 2 bell pushes I took my own meal tray back to the galley where they were all sitting around chatting. I hadn't been pampered and I won't bother trying again.

IAMORGAN May 19, 19 9:51 am


Originally Posted by London21 (Post 31116823)
Doesnít surprise me.

Generally the ability of BA crew is terrible. Mix the usually laziness they display with lack of ability and this is what you get.

in this case itís a issue of laziness not to check the order and then the lack of IQ to fix it

I think thatís harsh.

This could have been caused by something as simple as a crew member noting down the wrong seat number, or if the pax came to the galley to order, getting passengers mixed up, to something more complex. But as far as Iím aware, all of us make mistakes sometimes.

Quite how this could have been fixed once the meal had been eaten is beyond me if another wasnít loaded. They did try to find something else but the OP said he had allergies and by now was probably feeling quite annoyed!

From the description, it sounds like the CSM could have handled it better (quite what they were Ďbusyí in Club doing 6h40 into the flight I donít know but there could have been other issues). For instance, the OP said he was given 6.5k Avios but I think the CSM could instead have ticked a box to say he couldnít resolve the issue on board so will CR please contact the customer to discuss a resolution. It doesnít sound like that was discussed but maybe the CSM thought 6.5k was sufficient.

It would be nice for any [First] customer to be proactively contacted by CR after an onboard resolution anyway a few days later - it would make people feel valued and would allow BA to measure how well SCCMs are resolving issues onboard.

BingBongBoy May 19, 19 10:00 am


Originally Posted by London21 (Post 31116823)
Doesnít surprise me.

Generally the ability of BA crew is terrible. Mix the usually laziness they display with lack of ability and this is what you get.

in this case itís a issue of laziness not to check the order and then the lack of IQ to fix it

:rolleyes:

Can I help you May 19, 19 10:00 am

I hate to hear about these service failures, they do not make good reading and of course they should never happen but I have noticed that one of posters appear out of nowhere on these threads to have a pop at BA, they then disappear back into their holes.
Oh well that the joy on the internet, I guess it makes them happy!

MADPhil May 19, 19 10:11 am


Originally Posted by IAMORGAN (Post 31116841)
It would be nice for any [First] customer to be proactively contacted by CR after an onboard resolution anyway a few days later - it would make people feel valued and would allow BA to measure how well SCCMs are resolving issues onboard.

This would seem to be a very good idea if they really value their premium customers but perhaps there is a message in the fact that they don't do it.

HIDDY May 19, 19 10:18 am


Originally Posted by Can I help you (Post 31116869)
I hate to hear about these service failures, they do not make good reading and of course they should never happen but I have noticed that one of posters appear out of nowhere on these threads to have a pop at BA, they then disappear back into their holes.
Oh well that the joy on the internet, I guess it makes them happy!

Good job the internet wasn't around when the cheapest fares were five times the equivalent of what they are now. :D

London21 May 19, 19 10:20 am


Originally Posted by IAMORGAN (Post 31116841)


I think thatís harsh.

This could have been caused by something as simple as a crew member noting down the wrong seat number, or if the pax came to the galley to order, getting passengers mixed up, to something more complex. But as far as Iím aware, all of us make mistakes sometimes.

Quite how this could have been fixed once the meal had been eaten is beyond me if another wasnít loaded. They did try to find something else but the OP said he had allergies and by now was probably feeling quite annoyed!

From the description, it sounds like the CSM could have handled it better (quite what they were Ďbusyí in Club doing 6h40 into the flight I donít know but there could have been other issues). For instance, the OP said he was given 6.5k Avios but I think the CSM could instead have ticked a box to say he couldnít resolve the issue on board so will CR please contact the customer to discuss a resolution. It doesnít sound like that was discussed but maybe the CSM thought 6.5k was sufficient.

It would be nice for any [First] customer to be proactively contacted by CR after an onboard resolution anyway a few days later - it would make people feel valued and would allow BA to measure how well SCCMs are resolving issues onboard.

noting the wrong seat number down proves my point I think. Not rocket science.

STVA May 19, 19 10:20 am

Mistakes happen and sometimes in life you have to roll with the punches, I get that. However, the reason errors like this bother me is that the passengers are paying thousands and thousands pounds/euros/dollars for their tickets. This is not like McDonald's messing up your $7 order. Considering how much profit airlines make off of premium passengers, they need to make sure that everything goes well.

richardwft May 19, 19 10:21 am


Originally Posted by HIDDY (Post 31116905)
Good job the internet wasn't around when the cheapest fares were five times the equivalent of what they are now. :D

Are you including the current value of additional revenue streams in your comparison?

richardwft May 19, 19 10:32 am


Originally Posted by STVA (Post 31116908)
...Considering how much profit airlines make off of premium passengers, they need to make sure that everything goes well.

If youíve had the delight in corresponding with their customer service team, itís clear they donít really care who the passenger is, how much theyíve spent, what status they hold, their understanding of law including Negligence, Statute of Limitations, Consumer Rights, EU reg EC261:2004 etc, itís very much a get lost attitude, we can fill our planes and collect great revenues.

Andriyko May 19, 19 10:43 am


Originally Posted by London21 (Post 31116823)
Doesnít surprise me.

Generally the ability of BA crew is terrible. Mix the usually laziness they display with lack of ability and this is what you get.

in this case itís a issue of laziness not to check the order and then the lack of IQ to fix it

This is a harsh and unfair generalization. There is no 'usual laziness.'

Duck1981 May 19, 19 10:47 am

Vote with your wallet and book somewhere else

I only use BA for Cont Europe flights but for everything towards Asia my money goes to EK/ QR and towards the States I use AA

(yes I know AA - but I recently I am have enjoyed them more than BA in both in Business & Eco :)

eefor jfp May 19, 19 10:53 am


Originally Posted by Can I help you (Post 31116869)
I hate to hear about these service failures, they do not make good reading and of course they should never happen but I have noticed that one off posters appear out of nowhere on these threads to have a pop at BA, they then disappear back into their holes.
Oh well that the joy on the internet, I guess it makes them happy!

To be fair, the OP has almost one thousand posts and ten years as a member of the FT community which is hardly "appear[ing] out of nowhere." And he admitted his post was a rant. Though I suppose you might be referring to the poster who has only 50 posts and five years on FT.

I genuinely appreciate your perspective, CIHY, and your professionalism and knowledge and know that it's not always easy being an employee trying to defend the company. I'm not sure attacking the OP makes those of us observing the conversation more sympathetic to your cause as a member of the cabin crew. Maybe better to let other passengers on the board defend you and your co-workers as a number are doing. YMMV.

CCayley May 19, 19 11:06 am


Originally Posted by eefor jfp (Post 31116959)
To be fair, the OP has almost one thousand posts and ten years as a member of the FT community which is hardly "appear[ing] out of nowhere." And he admitted his post was a rant. Though I suppose you might be referring to the poster who has only 50 posts and five years on FT.

I don't think CIHY was having a go at OP. There was, however, a somewhat illiterate contribution from an occasional poster who referred to the 'usually laziness' (sic) and 'lack of IQ' of BA crews. I'd be pretty irritated if someone referred in this way to me or my colleagues, and the responses that unpleasant and unhelpful contribution provoked, including CIHY's and mine, seem to be proportionate, IMHO.

ScienceTeacher May 19, 19 11:09 am


Originally Posted by London21 (Post 31116823)
Doesnít surprise me.

Generally the ability of BA crew is terrible. Mix the usually laziness they display with lack of ability and this is what you get.

in this case itís a issue of laziness not to check the order and then the lack of IQ to fix it

What an over the top assassination of the very hard working (and intelligent!) BA crew. Iíve met crew that have gone above and beyond their role numerous times and have proactively fixed things displaying a high degree of intelligence.

There are unfortunately occasions where a genuine mistake is made; doesnít mean that every crew member is lazy and has a low IQ!

How would you like to have seen this resolved @London21?

London21 May 19, 19 11:14 am


Originally Posted by Andriyko (Post 31116937)
This is a harsh and unfair generalization. There is no 'usual laziness.'

my numerous experiences would leave me to a different conclusion

London21 May 19, 19 11:15 am


Originally Posted by ScienceTeacher (Post 31117010)


What an over the top assassination of the very hard working (and intelligent!) BA crew. Iíve met crew that have gone above and beyond their role numerous times and have proactively fixed things displaying a high degree of intelligence.

There are unfortunately occasions where a genuine mistake is made; doesnít mean that every crew member is lazy and has a low IQ!

How would you like to have seen this resolved @London21?

the staff member disciplined for not doing their job properly

origin May 19, 19 11:17 am


Originally Posted by HIDDY (Post 31116905)
Good job the internet wasn't around when the cheapest fares were five times the equivalent of what they are now. :D

Yes but I have spent enough time loitering around west london to know that an older disgruntled lady is never satisfied and would have caused much more fuss.

Can I help you May 19, 19 11:17 am

It was the last couple of complainers I commenting on and not the OP.
I never have and will never defend bad service and unprofessional crew, I will always try to explain the reasons for service failure if I can see it from the other side.
What I will not allow to pass are general comments about BA and it’s staff being rubbish etc.

origin May 19, 19 11:20 am


Originally Posted by London21 (Post 31117024)

my numerous experiences would leave me to a different conclusion

I am not so sure we can actually draw a conclusion from this or any event. Sometimes tiredness, and changes to shift patterns can make someone look possibly lazy.

From my experience, I havent done MIA for a few years, but the north east flights, Boston and New York. The cabin crew in First have always been very helpful.

MFCC May 19, 19 11:25 am


Originally Posted by London21 (Post 31116823)
Doesnít surprise me.

Generally the ability of BA crew is terrible. Mix the usually laziness they display with lack of ability and this is what you get.

in this case itís a issue of laziness not to check the order and then the lack of IQ to fix it

I reckon about half of the crew I fly with on MF have at least an undergrad degree or are studying for one. Theyíre more than capable of doing their jobs and they definitely donít lack the IQ or the ability to do so. Letís not make sweeping, insulting generalisations about people you donít know.
The crewmember clearly made a genuine mistake that shouldnít have happened. Iím damn sure they wonít make it again.

MSPeconomist May 19, 19 11:25 am


Originally Posted by origin (Post 31117031)
Yes but I have spent enough time loitering around west london to know that an older disgruntled lady is never satisfied and would have caused much more fuss.

What does anything here have to do with some older disgruntled lady? Are you suggesting that a young man would be happy to have his specially ordered meal given to another passenger?

joejet May 19, 19 11:35 am


Originally Posted by London21 (Post 31117026)


the staff member disciplined for not doing their job properly

NO thats not required, she was embarrised and upset by her mistake, I dont even think it was her who told the 3K customer. Anyway I might write in just to put it on record, the food was a mistake it could of been handled diffrently, the seat falling apart and power not working are not acceptable on a full F paid ticket. (well not aceptabble on a redemption either).

The worse thing was from MIA we were conecting to GCM and LHR had rung ahead to the AA Lounge to confirm entry off a F arrival as we were supposed to be connecting AA but this was changed to Cayman Airways, then that was delayed and put in terminal J. The oneworld lounge their would not let us in, I gave up and had a McDonalds, it was very tasty as I was so hungry. The GCM flight was delayed and did not arrive till gone midnight 24 hours after leaving the UK hotel.

Not the best end to the trip.

On a side note my wife who ate a lot earlier said the pork was great a lot better than the beef on some of the other legs, not sure if she was just rubbing it in though :)
JJ

BarneyMcGrew May 19, 19 11:56 am


Originally Posted by joejet (Post 31117084)
I gave up and had a McDonalds, it was very tasty as I was so hungry.

JJ

For heavens sake, don’t take one of those into First class! You will have a sneaky picture taken of the offending bag and a multi-page thread will start on FT!

So, can I take it you have a better chance of two dinners in 3K, rather than no dinner in 2K (as I frantically remove myself from 2K and into to 3K for my flights in July)?

I recently had the pork when I flew First to Chicago and to be honest the meal was pretty small in size. I am not really surprised Mr/Mrs 3K accepted second helpings!

Did he/she have your starter & pudding as well?

HFHFFlyer May 19, 19 1:03 pm

Slightly off topic but my experiences in F with BA out of MIA are consistently dire. I’m not sure what it is. It may simply be a MF destination that attracts lots of young and inexperienced crew who are hungover to hell by the time they start work on the inbound. I’ve had no offer of a boarding drink, amenity kit or PJs on one flight, to being asked what was wrong with the white wine when I asked to change to red for my beef, to being told it’s pudding or cheese but not both, to just surly and disinterested teenagers doing the bare minimum. I now actively avoid using the route with BA.



SQTraveller May 19, 19 6:55 pm

I don't understand what was to gain from the crew telling the other passenger that they had your meal.

corporate-wage-slave May 19, 19 7:36 pm


Originally Posted by MarkFlies (Post 31116763)
I'm not saying it's the crew's fault, I can make mistakes too, I just feel they should have some system or plan or something.

There is actually a piece of paperwork that crew work to, with a grid on it, passenger names and meal / drink choices, which is kept in the galley. Now either the meal was written down for the wrong seat, or the person misread the handwritten information, or just miscounted the number of seats as they walked down the aisle. Now those of us who have never, ever sat in the wrong seat by mistake, no matter how briefly, are fully entitled to cast the first stone.

Having said that, one of the arts of good service is rapid recovery from mistakes. The OP had some dietary constraints which inhibited this somewhat, but in the ideal world there would have been a Plan B Meal and copious champagne which would smooth over any ruffled feathers, and before long the OP would have been saluting their good fortune to miss out on the pork. Unfortunately that also didn't happen here.

TTmex May 19, 19 7:50 pm


Originally Posted by Can I help you (Post 31116869)
I hate to hear about these service failures, they do not make good reading and of course they should never happen but I have noticed that one of posters appear out of nowhere on these threads to have a pop at BA, they then disappear back into their holes.
Oh well that the joy on the internet, I guess it makes them happy!

I've flown many BA legs now. Always loved the service. Keep up the good work. Many of us appreciate what you do.



​​​​

danielonn May 19, 19 8:23 pm


Originally Posted by joejet (Post 31116684)
So I was flying LHR to MIA in F yesterday and I had preordered the pork. I asked for the food later in the flight as I had eaten Lunch at LHR. Anyway about 6 hours into the flight I asked for my meal to be made and then the crew delivered it to 3K instead of 2K. the passenger did not say anything and ate my dinner, I did not see they had served it to him either.

When I went back to the galley about 40 mins after asking they said oh have you not already eaten....... NO
The crew member in question was quite upset The other crew members offer to see if they had something else left.... well there was but I was allergic to some of the ingredients. this is why I went through the trouble of calling you First to get the Menus and chef notes on ingredients, below I.flew, and yes my meal I had preordered.

Anyway I asked for the CSM, he was busy and we had not seem him at all the entire flight, so I went to find him in club. he gave me 6500 avis and said I should write in as thatís all he could do, my seat was falling apart and the power sockets worked about 20% of the time. BA First needs to go, itís hardly a step up from business and with filthy cabins and the new improvements to CW when it rolls out I canít see a future. This was the last of 4 legs in First then the 2x 747ís were filthy and very tired.

One final thing the crew told the passenger behind he had my meal, it was his first time in First but embarrassing for him and me.

That is my rant over

JJ

Ask for another flight in F and for reimbursement of the flight as you did not get the meal which is a big part of the flight let alone your pre ordered meal was given to someone else. One would reasonably thing that the Pre Ordered meal can be had at anytime during the flight and it was well within your right to wait for the meal. Did you tell the flight attendant that you wanted to wait for the meal? Your name was on the meal so rightfully so you assumed you could have it at any time. You have a valid reason for pre ordering the meal due to food allergies. A $100 is not enough you could tell the airline you preordered the meal due to food allergies. A good airline would give you good compensation.

danielonn May 19, 19 8:31 pm


Originally Posted by joejet (Post 31117084)
NO thats not required, she was embarrised and upset by her mistake, I dont even think it was her who told the 3K customer. Anyway I might write in just to put it on record, the food was a mistake it could of been handled diffrently, the seat falling apart and power not working are not acceptable on a full F paid ticket. (well not aceptabble on a redemption either).

The worse thing was from MIA we were conecting to GCM and LHR had rung ahead to the AA Lounge to confirm entry off a F arrival as we were supposed to be connecting AA but this was changed to Cayman Airways, then that was delayed and put in terminal J. The oneworld lounge their would not let us in, I gave up and had a McDonalds, it was very tasty as I was so hungry. The GCM flight was delayed and did not arrive till gone midnight 24 hours after leaving the UK hotel.

Not the best end to the trip.

On a side note my wife who ate a lot earlier said the pork was great a lot better than the beef on some of the other legs, not sure if she was just rubbing it in though :)
JJ

If it were me I would go right to the OW Lounge and tell them I have NOT eaten because BA served my meal to someone else.. I would have asked the CSM to inform the Gate Supervisor meeting your flight to override AA's policy and grant you access at the very least along with a voucher to eat a good meal or ask that BA overnnight you in MIA and pay your hotel, food and other expenses for your inconvenience. I would have not left MIA without a good meal and no not at Mc Donalds. BA should have dealt with the Lounge Supervisor and Ground Services Manager at MIA and even offer you Golden Key service for what took place. In fact I would have asked for a BA VIP Services agent to get me through Customs and Passport Control directly to the lounge and pay for whatever the cost would be for a Day Pass on BA"s dime or via a Voucher.

I would have even told the AA Lounge Agent that I need to eat due to a medical condition and not on my dime and not at a Fast Food restaurant. If they refused me access I would have said take it up with BA remember I am your customer and I am hangry ! No this is not entitlement I paid good money on a BA Flight for FC service and the least that I could get is a shower and food Where is the Service Recovery! If I were BA I would have allowed you access to the OW Lounge as a start then offer you other compensation later. It would cost less to allow you to access the OW Lounge than paying for a restaurant voucher.

Yes a mistake happened but there are consequences. First take care of the passenger then take care of reprimanding the crew.

danielonn May 19, 19 8:42 pm


Originally Posted by MFCC (Post 31117058)


I reckon about half of the crew I fly with on MF have at least an undergrad degree or are studying for one. Theyíre more than capable of doing their jobs and they definitely donít lack the IQ or the ability to do so. Letís not make sweeping, insulting generalisations about people you donít know.
The crewmember clearly made a genuine mistake that shouldnít have happened. Iím damn sure they wonít make it again.

Even a first grader could read a name and know its not for anyone else like an invitation to a party! If I got Suzy's invitation I would not open it and give it to Suzy even if I was not invited to the part.y. Your name is clearly posted on the front of the Meal with your Seat # and PNR#. The Manifest would show your pre-ordered meal so this is a second confirmation. Hence this is the reason that you must order your meal no later than 24 hours or so before your flight. Gee whiz I would make for a better Flight Attendant or Cabin Service Manager as I would greet everyone in the cabin with the Meal Order manifest and ensure that everyone got their Special Meal or Pre Ordered meal. I think this job should be left up to the Cabin Service Manager and not just some random flight attendant who can't decipher 2K from 3K. I know even the best people make mistakes but this one was so avoidable.

All the Flight attendant had to say is this Mr Jenkins and did you pre-order the meal? If he said no then they would move on and give it to the right person.

Normally when you board (I have pre ordered a Meal) I was greeted by my name and the Pursuer said"I see that you have pre-ordered a meal would you like to be served now or later"? I asked for it in an hour and it was ready on the nose!


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