Bad service in CCR
Aug 30, 2019, 8:00 am
#1
Original Poster
Join Date: Feb 2011
Programs: BAEC Silver
Posts: 256
Bad service in CCR
My partner and I have just gone in to the CCR, very disappointing so far! All began well with a lovely welcome at the FW and also the CCR registration, but after that awful (so far). It’s busier than I have ever seen it, which is not the end of the world of course, and still place to sit, service is however the issue. I went up to the bar having found a spot on the terrace (ugly pool Loungers with cheap cushions) and asked for a glass of champagne, I was poured something that was not LPGS without comment. I tried it but did not like it so asked if they had LP, I was very brusquely informed it was chilling and they did not have any. We then went to the restaurant where there was a wait for tables, the same gentleman who informed me re champagne was then manning the reception there and it was a bit of a circus. No one knew what was happening and although we were seated after 10 mins we were taken to a table with a large grey industrial plastic cutlery holder on the banquette next to it and trays with cleaning sprays on them on the adjacent table. (At this point I witnessed a table asking for LPGS specifically and then being served the other stuff surreptitiously). So far service in the restaurant has been perfunctory at best, soup slopped into the bowl for example, no bread offered.
Bad day or is this the norm these days?
Bad day or is this the norm these days?
Aug 30, 2019, 8:10 am
#4
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,782
Sounds like a bad day, it's been a while since we've had a "bad service" post, but this is a very busy day flights wise.
Just gently ask for a word with the duty manager and explain your concerns, it will be more useful than anything you or I can do via this forum.
Just gently ask for a word with the duty manager and explain your concerns, it will be more useful than anything you or I can do via this forum.
Aug 30, 2019, 8:24 am
#5
Join Date: Dec 2009
Location: near Heathrow
Programs: BA GGL/CCR, GfL (OWE), SA LifePlat (*G), BD Gold to the end, Hilton Diamond
Posts: 2,911
Aug 30, 2019, 8:27 am
#7
Join Date: Mar 2018
Location: UK
Programs: BA Blue, Hilton Diamond, IHG Diamond
Posts: 303
Last edited by notakeenflyer; Aug 30, 2019 at 8:30 am Reason: Slow wit/typing
Aug 30, 2019, 8:33 am
#8
Moderator: British Airways Executive Club
Join Date: Nov 2010
Location: TPA/ABZ
Programs: BA Lifetime Gold. GGL/CCR.
Posts: 13,248
Let's me try to break this down into its constituent parts. I'll add my responses in red.
- Busier than seen before. It was busy.
- Didn't like the furniture on the terrace. That's a matter of personal taste.
- Asked for champagne and not served LPGS. If you didn't specifically ask for LPGS I don't see any grounds for complaint here especially if the staff knew there was none chilled (see point below).
- Asked for LPGS and told it was chilling. It was busy and it sounds like they ran out of chilled LPGS. The manner you were spoken to was perhaps not ideal.
- Waited 10 minutes for a table. It was busy.
- Taken to a table that was in the process of being prepared. It was busy.
- Soup slopped into a bowl. The soup is served by pouring from a jug into a bowl. Perhaps the manner in which it was poured was not up to standard. Possibly because it was busy?
- No bread offered. That's standard. In my experience you have to ask for bread.
Aug 30, 2019, 9:14 am
#9
Join Date: Sep 2017
Location: Central Scotland, UK
Programs: BAEC Gold
Posts: 286
I was in today. Service very, very poor initially. No one on the terrace when we got there so had to go to bar for drinks. Ignored at the bar while the barman was sorting some cans out, when I finally got his attention and asked for some LPGS I was told they just had a delivery so no chilled LPGS. This was around 1200 - he did say the Canard Duchene was the best champagne they offered. (!!!).
Tried the BA100 English sparkling wine, fine but not amazing. Friend went back and by then LPGS was on which was a big improvement.
Fortunately after that the lady working on the terrace was on the ball and kept us well looked after until we left for our flight, though she was run off her feet as I think people realised she was the only person who actually was bothered.
So very definitely not the CCR’s finest hour.
Tried the BA100 English sparkling wine, fine but not amazing. Friend went back and by then LPGS was on which was a big improvement.
Fortunately after that the lady working on the terrace was on the ball and kept us well looked after until we left for our flight, though she was run off her feet as I think people realised she was the only person who actually was bothered.
So very definitely not the CCR’s finest hour.
Aug 30, 2019, 9:16 am
#10
Join Date: Sep 2017
Location: Central Scotland, UK
Programs: BAEC Gold
Posts: 286
Let's me try to break this down into its constituent parts. I'll add my responses in red.
- Busier than seen before. It was busy.
- Didn't like the furniture on the terrace. That's a matter of personal taste.
- Asked for champagne and not served LPGS. If you didn't specifically ask for LPGS I don't see any grounds for complaint here especially if the staff knew there was none chilled (see point below).
- Asked for LPGS and told it was chilling. It was busy and it sounds like they ran out of chilled LPGS. The manner you were spoken to was perhaps not ideal.
- Waited 10 minutes for a table. It was busy.
- Taken to a table that was in the process of being prepared. It was busy.
- Soup slopped into a bowl. The soup is served by pouring from a jug into a bowl. Perhaps the manner in which it was poured was not up to standard. Possibly because it was busy?
- No bread offered. That's standard. In my experience you have to ask for bread.
We’re lucky enough that we have flown F quite a few times so know what to ask for and what to expect and even then it’s probably the least impressive CCR experience I’ve had.
Aug 30, 2019, 9:25 am
#11
Join Date: Dec 2013
Posts: 373
I find the BA lounges less and less inviting because they are generally so busy. I know many will shout me down but I would support a review of the lounge access policy and would welcome a more restrictive one. Information about appropriate lounge behaviour might also be needed.
Aug 30, 2019, 9:32 am
#12
Ambassador, British Airways Executive Club, easyJet and Ryanair
Join Date: Sep 2011
Location: UK/Las Vegas
Programs: BA Gold (GGL/CCR)
Posts: 15,924
@golfmad - I’ve seen it far, far busier and the service has been far, far better.
We’re lucky enough that we have flown F quite a few times so know what to ask for and what to expect and even then it’s probably the least impressive CCR experience I’ve had.
Aug 30, 2019, 9:42 am
#13
Join Date: Sep 2017
Location: Central Scotland, UK
Programs: BAEC Gold
Posts: 286
I feel for the staff but management should ensure that the front line staff are not put in a position they can’t deliver a proper level of service and customers should not be impacted regardless. It seems both were happening today.
If I thought it would make any difference, I’d write to customer relations. Anyway I am about to fly and so far the crew on the plane have been brilliant, I hope the OP has a good overall experience too.
Aug 30, 2019, 10:05 am
#14
Join Date: Nov 2004
Programs: BA GGL, LH FTL
Posts: 3,578
Maybe you should book yourself on a Friday evening FR LGW-ALC flight to get an idea of what normal looks like.