Disappointing First
Sep 2, 2019, 2:15 pm
#47
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Join Date: Jun 2013
Posts: 17,451
It happened to me three paid TATL trips in a row. At the time I was Silver, but, as you well know, that's relatively low status up front.
I want to clarify that I felt the crew and passengers have been placed in an unnecessarily unfortunate circumstance by some overly zealous bean counters and likely an incompetent programmer creating a poor predictive algorithm in a misguided effort to trim provisioning costs.
Sep 2, 2019, 2:31 pm
#48
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Join Date: Aug 2002
Location: London
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I want to clarify that I felt the crew and passengers have been placed in an unnecessarily unfortunate circumstance by some overly zealous bean counters and likely an incompetent programmer creating a poor predictive algorithm in a misguided effort to trim provisioning costs.
I seem to recall first reading about the numerical juggling act of airline catering and the risk of sometimes having to say no to a potentially irate passenger in a novel: Airport, by Arthur Hailey. Published in 1968. Truly, there is nothing new under the sun.
Sep 2, 2019, 2:46 pm
#49
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Join Date: Jun 2013
Posts: 17,451
But if it actually doesn't happen that often, then surely these descriptions aren't really accurate?
I seem to recall first reading about the numerical juggling act of airline catering and the risk of sometimes having to say no to a potentially irate passenger in a novel: Airport, by Arthur Hailey. Published in 1968. Truly, there is nothing new under the sun.
I seem to recall first reading about the numerical juggling act of airline catering and the risk of sometimes having to say no to a potentially irate passenger in a novel: Airport, by Arthur Hailey. Published in 1968. Truly, there is nothing new under the sun.
Look, I'm not saying BA should change anything, even though they easily could, by using technologies not available in 1968. I'm simply responding to another report of provisioning issues in BA's premium cabins. And I've done what is always suggested when these complaints are aired. I voted with my wallet and avoid flying BA.
Sep 2, 2019, 3:21 pm
#50
Join Date: Aug 2006
Location: Switzerland
Posts: 1,588
Partly using 1968 technology would explain many things. If I imagine the website taking my queries and faxing them to someone who looks them up, faxes them back to a typing pool who then type it up and refresh my browser's page, the speed and errors I get start to make sense.
Sep 2, 2019, 6:44 pm
#51
Join Date: Apr 2008
Location: north of heathrow
Posts: 1,108
Sep 2, 2019, 7:09 pm
#52
Join Date: Aug 2016
Location: Somewhere between SFO and LAX...FYI aka FAT
Programs: BAEC - back to lowly blue. Marriott - Lifetime Platinum
Posts: 466
Sep 2, 2019, 9:07 pm
#53
Join Date: Jan 2005
Programs: BA Gold, AA Lifetime Gold 1.8mm, IC Spire Ambassador, Hilton Diamond, SPG Gold et al
Posts: 4,350
One of the reasons I avoid BA premium is because their overly frugal provisioning scheme seems to induce these forced decisions resulting in some passengers' disappointment. The very idea that an airline is incapable of serving a first-time full-fare paying passenger in First the meal he or she had ordered because they haven't provided enough meals and his choice must be made secondary to a frequent flyer is pathetic and frankly insulting to me.
I'm by no means a regular F customer mainly because reports like the one being discussed are enough to make me steer clear of BA F even on those rare occasions when it's within my budget.
Sep 2, 2019, 10:46 pm
#54
Join Date: Oct 2015
Location: NT Australia
Programs: QF WP
Posts: 4,160
I had an excellent crew JNB-LHR in F at the start of July. One of if not the best crews i’ve ever had (i’m not a regular F Flyer these days as the majority of my airline options have J as the highest class of service now). They were good enough that I wrote in to BA (of course this hasn’t been acknowledged but i’m hopeful it’ll weave its way through the system at some point). On the way back the crew were also very good, just not quite as personal a service as the outbound. Of note, didn’t see the CSM(?D) on that flight at all
I haven’t written in about them because I try to limit to exceptional service so as not to become one of those people who claps on landing or gives prizes to everyone. But reading reports like this makes me wonder if we should all be writing in when the crew are anything more than “just good”
NB I had similar on the SYD-JNB and vv legs. Inbound crew were fabulous and again I made an effort to write in- this being QF it’ll probably be filed under “bin”. Outbound were also very good but I didn’t write. Of note it’s supposedly a route that is more prone to service failures as senior crew try to bid off it, apparently
I haven’t written in about them because I try to limit to exceptional service so as not to become one of those people who claps on landing or gives prizes to everyone. But reading reports like this makes me wonder if we should all be writing in when the crew are anything more than “just good”
NB I had similar on the SYD-JNB and vv legs. Inbound crew were fabulous and again I made an effort to write in- this being QF it’ll probably be filed under “bin”. Outbound were also very good but I didn’t write. Of note it’s supposedly a route that is more prone to service failures as senior crew try to bid off it, apparently
Sep 3, 2019, 12:44 am
#55
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Join Date: May 2005
Location: TLV/LHR
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As always with BA, it's hit and miss.
On a recent F flight out of TLV:
1. No escort to my seat (Would care less if it was the only niggle, as I can just about navigate to it myself...)
2. Offered just water or orange juice as a pre departure drink, and no nuts were served, so I asked for them, and was told by the FA that she thinks they had ran out, and she would get some from Club. Came back to me after takeoff to say she's allocated them and warming them up for me. They were served cold...
3. No PJs offered, so had to ask for them.
4. No bread served with my meal
There was more I can't remember at the moment, but nothing about the service was proactive. Goes without saying I didn't see the CSM at all during the flight, and I wasn't called by name not even once.
Got 10k when I wrote to them after the flight.
On a recent F flight out of TLV:
1. No escort to my seat (Would care less if it was the only niggle, as I can just about navigate to it myself...)
2. Offered just water or orange juice as a pre departure drink, and no nuts were served, so I asked for them, and was told by the FA that she thinks they had ran out, and she would get some from Club. Came back to me after takeoff to say she's allocated them and warming them up for me. They were served cold...
3. No PJs offered, so had to ask for them.
4. No bread served with my meal
There was more I can't remember at the moment, but nothing about the service was proactive. Goes without saying I didn't see the CSM at all during the flight, and I wasn't called by name not even once.
Got 10k when I wrote to them after the flight.
Sep 3, 2019, 1:15 am
#56
Join Date: Mar 2017
Programs: BA GGL, GfL, Hilton Diamond, Hyatt Lifetime Globalist, AllAccor Diamond, Marriott Ambassador Elite
Posts: 1,042
I am afraid that this is an all too familiar F experience with mixed fleet crew. They are generally young, charming and enthusiastic (although I have had some obnoxious ones too, twice in particular out of MIA) but they lack the experience that WW have to deal with a busy F cabin. This is especially so on the routes which require a lot done in a short space of time. I’ve actively avoided ORD-LHR for a while (as getting a plate of cheese and a bed made can take a quarter of the flight) but have recently come across them on the JFK route too.
I posted recently about being told the LPGS had ice cubes in it because no one had chilled it. The language (and use of the word “innit”) was not great but the intention on the part of the young guy (who was trying very hard) was not to be rude. I noticed his hand shaking and felt rather sorry for him, and did my best to put him at ease.
However other highlights of that flight included:
- a safety demonstration with none of the F cabin screens taken out of their docks
- the CC member breaking off halfway through the safety demonstration to clear glasses
- taking off with at least half of the F cabin blinds down
- no wash bag or PJs until requested and then being brought, first, the wrong gender and, second, the wrong size (both my gender and size are pretty obvious)
- the front locker being piled high with bedding including the pillows (which are now usually distributed before boarding) so no bags could be stowed or jackets hung
- being asked do I “want red or white with my dinner” having already selected two wines to match my lunch
- being told that “I think it’s cheese or dessert, not both”
- the cabin lights being left on full for the entire flight (albeit it was a daytime flight)
- dirty bedding being frantically stuffed into the front locker before landing so that it then spilled all over the cabin when the doors inevitably flew open on final approach
- no attempt to allow F passengers to disembark first from the mid J 744 (for once door 1 got the jet bridge) which led to those F passengers without GE (thankfully I am not one of them) being stuck behind a longish immigration line at JFK
My criticism is not with the crew themselves but with an airline that charges my employer £11000 for a return flight and yet sees fit to deploy crew who have not been properly trained.
I posted recently about being told the LPGS had ice cubes in it because no one had chilled it. The language (and use of the word “innit”) was not great but the intention on the part of the young guy (who was trying very hard) was not to be rude. I noticed his hand shaking and felt rather sorry for him, and did my best to put him at ease.
However other highlights of that flight included:
- a safety demonstration with none of the F cabin screens taken out of their docks
- the CC member breaking off halfway through the safety demonstration to clear glasses
- taking off with at least half of the F cabin blinds down
- no wash bag or PJs until requested and then being brought, first, the wrong gender and, second, the wrong size (both my gender and size are pretty obvious)
- the front locker being piled high with bedding including the pillows (which are now usually distributed before boarding) so no bags could be stowed or jackets hung
- being asked do I “want red or white with my dinner” having already selected two wines to match my lunch
- being told that “I think it’s cheese or dessert, not both”
- the cabin lights being left on full for the entire flight (albeit it was a daytime flight)
- dirty bedding being frantically stuffed into the front locker before landing so that it then spilled all over the cabin when the doors inevitably flew open on final approach
- no attempt to allow F passengers to disembark first from the mid J 744 (for once door 1 got the jet bridge) which led to those F passengers without GE (thankfully I am not one of them) being stuck behind a longish immigration line at JFK
My criticism is not with the crew themselves but with an airline that charges my employer £11000 for a return flight and yet sees fit to deploy crew who have not been properly trained.
Last edited by HFHFFlyer; Sep 3, 2019 at 1:45 am
Sep 3, 2019, 1:48 am
#57
Join Date: Jan 2009
Location: Multiple
Programs: BAEC Gold, IHG Spire, Accor Gold, Hilton Diamond, Marriott Titanium
Posts: 285
With the quote "the definition of insanity is doing the same thing over and over again and expecting a different result" in mind I have given up on BA Premium cabins. I honestly found it more tiring being dismayed at the lacklustre product offering in premium cabins than I find it sleeping in a front row top deck economy seat on an A380 for instance to/from LAX and SIN. Albeit I am fortunate enough to be accompanied by my wife and partner in crime which makes close proximity on that seating pair less problematic. I sincerely hope things change soon but for the remainder of this senior management cycle I'll save premium cabins for other airlines in the alliance - BA are simply not worth it.
Sep 3, 2019, 2:08 am
#58
Join Date: Aug 2015
Programs: FB, GGL, IHG, Hilton
Posts: 85
I've done 3 trips in the last 6 months in BA F (787, 777) all on 12 hour+ flights. The 777 was a bit worn out but on all of them the crew were pretty good and I can't really fault them. However, I have to say that the actual physical product on board is pretty much identical to AA business (with less storage) I really struggle to justify use of F. It only makes sense when you compare it to the pretty poor Club World seating in BA but not financially
Sep 3, 2019, 2:45 am
#59
Join Date: Jul 2019
Programs: BAEC Bronze, Mucci recipient
Posts: 1,785
I would hope that if we had to decide which GCH was to get their choice of meal, (I can only imagine this happening on a day flight to JFK) the crew would consult to iPad which lists all customers in order of value.
I have no idea what so ever how you would notice any difference is service between a GGL and a GCH and to be honest find your need to be more recognised to be a little sad.
From my point of view the key sentence in your reply should be that you should NOT be able to DISCERN any difference in service whether you are Premier or a Blue or a first time customer. It should be identical as you are all travelling in First and the service should be the same whatever your status.
If the offering includes being accompanied to your seat when you board, your choice of any meal and beverage on the menu and a turn-down service and choice of pyjamas and amenity kit then that is what you should receive every single time you fly, not every other time or occasionally.
Every time you do not receive this same standard of service then you have a failure.
The price difference between First and Club should be sufficient to ensure this.
Sep 3, 2019, 12:58 pm
#60
Moderator: British Airways Executive Club, Marriott Bonvoy
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 16,031
Food was inedible
When people report that food was inedible in F, what do they really mean? I'd love to know. Does it mean that they didn't enjoy it or that it wasn't fit for purpose?