Horrible CW experience DXB-LHR!

Old Jan 23, 23, 12:22 am
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Horrible CW experience DXB-LHR!

Just wanted to share an awful experience on BA104 from DXB to LHR.

(1) At the check-in desk I was told the IFE was not working on my seat and I had to be moved from my window seat to an aisle seat. Disappointing, but these things happen. But see below.

(2) This flight was operated by a 777-236. Is this a Gatwick plane? Why on earth are these planes still flying? I have never in my life seen such a dated and disappointing Club World cabin - unbelievable that BA are flying this plane on a "premium" route like DXB. There is literally zero storage and the IFE screens look like they are from the 1980s - incredibly small (smaller than the new economy screens?) and most pax were complaining as the pixelation and air bubbles in the screens made it impossible to actually watch anything. The head cabin crew lady was apologetic and said she was utterly embarrassed BA were still flying this (in her words) "old banger" and was telling everyone it was also horrible for the cabin crew to work in. They had to reset the IFE probably around 12 times on the 7 hour flight and each time it took 15 mins to reset. There was literally no point in having IFE and to top it all off the seat I was moved to (because my IFE was "broken") also had a broken IFE screen -- so I was moved from my window seat for no reason. Cabin crew took my email address and said they would "log it"?? I wasn't able to move back to my originally allocated window seat as someone was sat there and cabin was 100% full - when I asked cabin crew why someone was sat in "my" seat when I was told at check-in that I "had" to be moved and could under no circumstances stay there, I was told the man sitting there was a "staff member" so was allowed?

(3) no USB or plug socket - this is absolutely ridiculous in 2023 in economy, let alone business class! The plug socket was an American/EU(?) socket: what on earth is a British airline doing without a UK socket? Everyone was up in arms that they couldn't charge their phones.

(4) No warm towels, no gold member recognition/welcome, no nuts

(5) disgusting toilets, seems they weren't cleaned by the cabin crew once

(6) "afternoon tea" was a joke - crusty, stale sandwiches and a "scone" that resembled a pancake. Stains on the tea cups (cabin crew said they were "definitely clean but just stained and old")

(7) every time I went to the galley the crew were nowhere to be found - no doubt hiding from all the complaining pax

(8) club kitchen (or whatever it's called) had shortbread biscuits and that was it - nothing else whatsoever

(9) bus gate when we landed at LHR - seriously? Disgraceful to have a bus gate on a long-haul flight at BA's own terminal at their mothership location. And they rammed us in like sardines, I have never been more uncomfortable as you literally could not move. One lady was having a panic attack.

Shame on BA.
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Last edited by oceanscape; Jan 23, 23 at 12:27 am
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Old Jan 23, 23, 12:53 am
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1 & 8 - luck of the draw. Broken seats happen and bus gates/remote stands are a thing. Try not to lose sleep over these.
2 - not sure, I was on a 777 to DXB in late 2021 and pretty sure it was old club world from memory. A little dated but perfectly functional.
3 - I'll confess I thought even the oldest 777's had USB in J but unsure if that is advertised/'guaranteed'. I tend to only use it on longer flights and generally carry adapters anyway so might not have paid too much attention.
7 - I've never had a call bell ignored in J, if the cabin was truly 'abandoned' that's bad. Was this one of the planes with two J galleys, and a chance you were going to one they weren't using (or only using during main services)? Was call bell ignored?

I get this is a forum vent but 4, 5 and 6 (other than 'no gold recognition') feel worthy of contacting BA, alongside IFE not working if it wasn't (beyond "they rebooted it a couple of times"). i.e. making them aware of poor service/missed service components. If you do I'd avoid complaining that seat moves can happen when seats have faults, aircraft are old and you'd rather someone else had to fly them while your route got something shinier, and that you had to go on a bus detracts from the things they can realistically do something about.
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Old Jan 23, 23, 12:54 am
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Was this part of a bigger itinerary? If not and a simple return trip to Dubai why would you choose BA when Emirates use their newly refurbished A380s to Heathrow that have their new Premium Economy? Nicer plane, better service, probably the best IFE available, more flights each day...........................
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Old Jan 23, 23, 1:15 am
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Yes you’d have to be mad to actually pay for a BA premium cabin on this route.
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Old Jan 23, 23, 1:23 am
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Originally Posted by Yellowbelly View Post
Was this part of a bigger itinerary? If not and a simple return trip to Dubai why would you choose BA when Emirates use their newly refurbished A380s to Heathrow that have their new Premium Economy? Nicer plane, better service, probably the best IFE available, more flights each day...........................
You misspelt "Qatar J via Doha"....
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Old Jan 23, 23, 1:41 am
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Sounds dire. Point 9 is a bit of a non-point, although they should maybe have more buses and space pax out a bit more, but the rest of the points are valid IMO.
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Old Jan 23, 23, 1:48 am
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Originally Posted by BahrainLad View Post
Yes youíd have to be mad to actually pay for a BA premium cabin on this route.
You would want to be mad to pay BA's very high 'premium' prices on any route to be fair. I looked into Japan and India and better products were available (ex-Dub) for about 30% cheaper.
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Old Jan 23, 23, 1:56 am
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Yeah, BA to the middle east mostly caters for the "masochists on a diet" niche market (with due credit to the Sirius Cybernetics Corporation)
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Old Jan 23, 23, 2:14 am
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Is DXB really a 'premium' market compared to the likes of JFK?
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Old Jan 23, 23, 2:24 am
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DXB isnt a premium route for BA, they cant compete with the ME3 in that region, so dont.
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Old Jan 23, 23, 2:30 am
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In my non professional opinion, BA seem to be doing well out of the Dubai route even if it isnít classed as premium as when Iíve flown the flights have always been busy and lots of people want to go to Dubai, whether that be for business, leisure or for social media influencing purposes.
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Old Jan 23, 23, 2:34 am
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Originally Posted by PGberkshire View Post
DXB isnt a premium route for BA, they cant compete with the ME3 in that region, so dont.
Have to wonder why they bother at all. Passengers like the OP would hesitate to use BA on other route, i.e. JFK based on the dire experience they incur on ME flights

Even flights to DOH - why does BA bother when QR do such a great job? Looking at flight options from LGW to the Far East various similar options where I could choose to route via DOH on either BA or QR. Took less than a second to decide.
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Old Jan 23, 23, 2:37 am
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I am afraid my sympathy drops when I see use of hyperbolic phrases like 'everyone'. I highly doubt every passenger on board complained.
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Old Jan 23, 23, 2:37 am
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I sympathise with you; my partner and I had a dreadful experience in CW on SIN-SYD at the weekend.

Could post a dozen problems with the entire service, but it was so bad that the crew repeatedly ignored multiple call lights, then forgot to bring water and drinks with meals, then forgot to wake up passengers so two people in the smaller private cabin (rows 5-7) missed out on breakfast, and at least half a dozen from the front 7 rows (including two from First) had to walk their trays back to the galley prior to landing whilst several crew members congregated in the galley eating snacks.

Then came the shemozzle that was SYD itself.

Never again, BA.
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Old Jan 23, 23, 2:44 am
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Originally Posted by SW7London View Post
Have to wonder why they bother at all. Passengers like the OP would hesitate to use BA on other route, i.e. JFK based on the dire experience they incur on ME flights

Even flights to DOH - why does BA bother when QR do such a great job? Looking at flight options from LGW to the Far East various similar options where I could choose to route via DOH on either BA or QR. Took less than a second to decide.
I guess for many people with a certain sub-set of interests a vacation in Dubai is the ultimate dream so loads are quite strong. I would almost say more people travel now to DXB than before Covid. I am actually wondering that they donít add another rotation given that EK manages to fill 11 flights from the London area (and they are not really cheap).

I also donít think that many of pax to DXB in Y will go to JFK that often
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