New Business class service - from July 2018 - Experiences and Discussion
#226
Join Date: Jan 2007
Location: YYZ
Programs: CX GO, AC Aeroplan 25K, AMEX PLAT, Hilton Diamond, Marriott Titanium, IHG Spire Amb
Posts: 459
On a recent ex EU flight, full load in J. Second meal breakfast before landing.
Two DMs (husband and wife) travelling together both chose the Chinese congee options. Orders were taken with the breakfast card at the very beginning of the flight. Before the breakfast service started, SP asked the husband to give up his choice and let the wife had it. Basically she just wanted to provide one congee to either one of them, asking courtesy from one of them to give up their first choice.
And on the same flight, a GO also ordered congee for breakfast, but she was just being told that because she already got her first choice from the first meal, so she can't have her first choice for the second meal. Crew told her only around 10+ Chinese options were being loaded, and many of the passengers already didn't have their first choices at first meal. Soup noodles on the snack menu were also emptied after the first meal. She ends up eating nothing.
Two DMs (husband and wife) travelling together both chose the Chinese congee options. Orders were taken with the breakfast card at the very beginning of the flight. Before the breakfast service started, SP asked the husband to give up his choice and let the wife had it. Basically she just wanted to provide one congee to either one of them, asking courtesy from one of them to give up their first choice.
And on the same flight, a GO also ordered congee for breakfast, but she was just being told that because she already got her first choice from the first meal, so she can't have her first choice for the second meal. Crew told her only around 10+ Chinese options were being loaded, and many of the passengers already didn't have their first choices at first meal. Soup noodles on the snack menu were also emptied after the first meal. She ends up eating nothing.
#227
Join Date: Nov 2017
Programs: MPC-DM, Enrich-Plat
Posts: 1,310
On a recent ex EU flight, full load in J. Second meal breakfast before landing.
Two DMs (husband and wife) travelling together both chose the Chinese congee options. Orders were taken with the breakfast card at the very beginning of the flight. Before the breakfast service started, SP asked the husband to give up his choice and let the wife had it. Basically she just wanted to provide one congee to either one of them, asking courtesy from one of them to give up their first choice.
And on the same flight, a GO also ordered congee for breakfast, but she was just being told that because she already got her first choice from the first meal, so she can't have her first choice for the second meal. Crew told her only around 10+ Chinese options were being loaded, and many of the passengers already didn't have their first choices at first meal. Soup noodles on the snack menu were also emptied after the first meal. She ends up eating nothing.
Two DMs (husband and wife) travelling together both chose the Chinese congee options. Orders were taken with the breakfast card at the very beginning of the flight. Before the breakfast service started, SP asked the husband to give up his choice and let the wife had it. Basically she just wanted to provide one congee to either one of them, asking courtesy from one of them to give up their first choice.
And on the same flight, a GO also ordered congee for breakfast, but she was just being told that because she already got her first choice from the first meal, so she can't have her first choice for the second meal. Crew told her only around 10+ Chinese options were being loaded, and many of the passengers already didn't have their first choices at first meal. Soup noodles on the snack menu were also emptied after the first meal. She ends up eating nothing.
Let alone, load more congee meals, when you notice a lot of Asians as customers. Should not be that difficult.....
#228
Join Date: Sep 2011
Location: MNL
Programs: CX MPO DM, Le Club Accor Platinum, World of Hyatt Explorist
Posts: 2,284
On a recent ex EU flight, full load in J. Second meal breakfast before landing.
Two DMs (husband and wife) travelling together both chose the Chinese congee options. Orders were taken with the breakfast card at the very beginning of the flight. Before the breakfast service started, SP asked the husband to give up his choice and let the wife had it. Basically she just wanted to provide one congee to either one of them, asking courtesy from one of them to give up their first choice.
And on the same flight, a GO also ordered congee for breakfast, but she was just being told that because she already got her first choice from the first meal, so she can't have her first choice for the second meal. Crew told her only around 10+ Chinese options were being loaded, and many of the passengers already didn't have their first choices at first meal. Soup noodles on the snack menu were also emptied after the first meal. She ends up eating nothing.
Two DMs (husband and wife) travelling together both chose the Chinese congee options. Orders were taken with the breakfast card at the very beginning of the flight. Before the breakfast service started, SP asked the husband to give up his choice and let the wife had it. Basically she just wanted to provide one congee to either one of them, asking courtesy from one of them to give up their first choice.
And on the same flight, a GO also ordered congee for breakfast, but she was just being told that because she already got her first choice from the first meal, so she can't have her first choice for the second meal. Crew told her only around 10+ Chinese options were being loaded, and many of the passengers already didn't have their first choices at first meal. Soup noodles on the snack menu were also emptied after the first meal. She ends up eating nothing.
For the GO, I guess it's understandable, considering there were more than 10 DMs all wanting a congee.
#229
Join Date: Oct 2012
Programs: CX - DM; Hilton - Diamond, Marriott - Titanium
Posts: 542
Wow that's terrible...not unless the other DMs traveling on that flight all wanted the congee, there is no reason for the SP to ask a DM to give up his/her option.
For the GO, I guess it's understandable, considering there were more than 10 DMs all wanting a congee.
For the GO, I guess it's understandable, considering there were more than 10 DMs all wanting a congee.
Not blaming the FP or anyone but this just shows how pathetic CX is with their F&B loading in premium cabin. If this happened to me in F, then I am not surprised at all in J.
#230
Join Date: Sep 2011
Location: MNL
Programs: CX MPO DM, Le Club Accor Platinum, World of Hyatt Explorist
Posts: 2,284
Last year, as a revenue DM in F I didn't have my first choice (which is congee) for breakfast. It was a full load with all Asian pax. Only two DMs on board including myself. FP didn't ask my preferred breakfast choice before I slept. Then I woke up (around 3 hours before landing) and 2 other pax ahead of me have ordered the congee already.
Not blaming the FP or anyone but this just shows how pathetic CX is with their F&B loading in premium cabin. If this happened to me in F, then I am not surprised at all in J.
Not blaming the FP or anyone but this just shows how pathetic CX is with their F&B loading in premium cabin. If this happened to me in F, then I am not surprised at all in J.
I am trying the PSJ on the first week of April...fingers crossed the ORD flight isn't full yet.
#231
Join Date: Jan 2018
Programs: MPCGO
Posts: 123
Which makes me miss SQ's Book The Cook. Maybe I should attempt a status match, but it's just a hassle to make a 3 hour flight just to transit SIN, no matter how nice the airport is.
#232
FlyerTalk Evangelist
Join Date: Dec 2004
Programs: CX Green, QF Platinum, BAEC Silver, Hyatt Glob
Posts: 10,780
Suggestions for CX:
- Maybe introduce handheld devices to record the choices & options. I did have a peek in the front A350 "kitchen" and it's busy over there and the whole administration is all "paperwork", 3M gets rich from the post-its they use. That's all manual work, time-intensive and very error prone. Ground based restaurants do nowadays have automated this ordering / order-picking process ......
- Those handheld devices are an excellent way to be more interactive with the customer, making the GO/DM/OWE welcoming less of an obliged assembly line and giving the customer the real feeling that the welcome is also connected to the meal-first-choice.
- The automation would make it very easy to find out about "sold out" stuff.
.
- Maybe introduce handheld devices to record the choices & options. I did have a peek in the front A350 "kitchen" and it's busy over there and the whole administration is all "paperwork", 3M gets rich from the post-its they use. That's all manual work, time-intensive and very error prone. Ground based restaurants do nowadays have automated this ordering / order-picking process ......
- Those handheld devices are an excellent way to be more interactive with the customer, making the GO/DM/OWE welcoming less of an obliged assembly line and giving the customer the real feeling that the welcome is also connected to the meal-first-choice.
- The automation would make it very easy to find out about "sold out" stuff.
.
Edit: It looks like this might still be in development:
https://runwaygirlnetwork.com/2018/1...meal-redesign/
#233
Join Date: Sep 2011
Location: MNL
Programs: CX MPO DM, Le Club Accor Platinum, World of Hyatt Explorist
Posts: 2,284
From what I have read, they are already meant to be using devices to take the order and it checks inventory as it goes.
Edit: It looks like this might still be in development:
https://runwaygirlnetwork.com/2018/1...meal-redesign/
Edit: It looks like this might still be in development:
https://runwaygirlnetwork.com/2018/1...meal-redesign/
#234
Join Date: Nov 2017
Programs: MPC-DM, Enrich-Plat
Posts: 1,310
Having a thought about the amount of ISM-iPad tapping, it gives me the impression of a customer unfriendly application.....
I am looking forward to the full implementation of the meal-IT.
Edit: And I am disappointed to find out, CX did roll-out the new service, without proper automation backing, and as such, making the passenger experience disappointing, as many have expressed in this thread.
#235
Join Date: Sep 2011
Location: MNL
Programs: CX MPO DM, Le Club Accor Platinum, World of Hyatt Explorist
Posts: 2,284
Maybe, the ISM was heavily tapping on her device, when welcoming some passengers, though the whole meal administration was paperwork, all over
Having a thought about the amount of ISM-iPad tapping, it gives me the impression of a customer unfriendly application.....
I am looking forward to the full implementation of the meal-IT.
Edit: And I am disappointed to find out, CX did roll-out the new service, without proper automation backing, and as such, making the passenger experience disappointing, as many have expressed in this thread.
Having a thought about the amount of ISM-iPad tapping, it gives me the impression of a customer unfriendly application.....
I am looking forward to the full implementation of the meal-IT.
Edit: And I am disappointed to find out, CX did roll-out the new service, without proper automation backing, and as such, making the passenger experience disappointing, as many have expressed in this thread.
#237
Join Date: Sep 2011
Location: MNL
Programs: CX MPO DM, Le Club Accor Platinum, World of Hyatt Explorist
Posts: 2,284
#238
Join Date: Feb 2006
Location: SFO
Programs: UA 1K - 2mm, AA Platinum- 2mm, Starwood Lifetime Platinum (Ambassador)
Posts: 457
#239
Join Date: Sep 2011
Location: MNL
Programs: CX MPO DM, Le Club Accor Platinum, World of Hyatt Explorist
Posts: 2,284
#240
Join Date: Oct 2012
Programs: CX - DM; Hilton - Diamond, Marriott - Titanium
Posts: 542