Back at the British Airways press event in early April – which now feels like a l-o-n-g time ago – Chairman and CEO Alex Cruz made some passing remarks about reversing some of the cuts on in-flight services.
It seems he meant it.
According to comment from cabin crew on Flyertalk, the following changes were meant to be in place yesterday:
The amuse bouche has returned to First Class
The flowers have returned to the toilets in First Class
Cheese and biscuits, and pretzels, have returned to World Traveller Plus
The contents of the ‘snack basket’ passed around in World Traveller on short routes – which is instead of a 2nd meal – have been improved with passengers allowed to take three items
The latter will undoubtedly please Troy Warfield, BA’s ‘head of customer experience’. There is an internal BA staff video where he talks about how, when he worked a flight one day to see how it was, he saw cabin crew being forced – due to lack of stock – to reprimand small children who tried to take two items from the snack basket.
Given the huge amount of negative publicity that British Airways has received for its service cuts (it was a weird day when even The Economist started quoting HFP) you can’t help but think that some major mistakes have been made. The bad publicity has almost certainly cost the airline far more in bookings than the paltry cost of a pack of World Traveller Plus pretzels or a fun-size chocolate bar.
Meanwhile ….. at London City
You may have seen a story in some newspapers over the weekend about British Airways being forced to put back the launch of ‘buy on board’ catering at London City Airport due to a legal case. A group had already purchased tickets for travel this Summer when the announcement was made and felt that their contract had been breached. They claimed £156 in compensation.
British Airways revealed during the case that buy on board catering at London City has now been delayed until October and so the claimant had no claim after all.
Some reports put two and two together to get five and thought that BA had delayed buy on board at City because of this case. That is not true. It has apparently been delayed because of issues creating the necessary storage space on the small Embraer aircraft used.
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