BA "Deli" !!!!
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BA "Deli" !!!!
I'm due to start training soon and have just been to Venice with BA and was wondering how you deal with any complaints from pax about the Deli sandwiches?
On both flights I heard pax grumble about the sandwiches given out, and particularly about the lack of choice, the size and the poor quality. The poor crew were very apologetic but I could see they were uncomfortable.
I have to say, the sarnies were pretty grim.
Is this something that I should be prepared to deal with regularly?
On both flights I heard pax grumble about the sandwiches given out, and particularly about the lack of choice, the size and the poor quality. The poor crew were very apologetic but I could see they were uncomfortable.
I have to say, the sarnies were pretty grim.
Is this something that I should be prepared to deal with regularly?
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I cant help as such but yeah, the sarnies are very grim. I usually examine it and decide my life isnt worth risking. Good luck in your training. BA cabin crew are fabtastic generally in my opinion.
GaryJon,
Good luck with your training! It's a great job, most of the time.
If I may offer a bit of advice, quickly learn not to take pax complaints personally. A bit of empathy goes a long way. Flying these days just isn't as fun as it used to be, either for pax or crew.
We have little control over most things, except for our attitudes. All you can do is apologise and offer a comment card to send to Consumer Affairs. Your CSD might be able to drop a note to catering or Inflight Dining and Cabin Services.
Many times, the pax just want to vent a little.
Best wishes to you on your new career!
Dea
Good luck with your training! It's a great job, most of the time.
If I may offer a bit of advice, quickly learn not to take pax complaints personally. A bit of empathy goes a long way. Flying these days just isn't as fun as it used to be, either for pax or crew.
We have little control over most things, except for our attitudes. All you can do is apologise and offer a comment card to send to Consumer Affairs. Your CSD might be able to drop a note to catering or Inflight Dining and Cabin Services.
Many times, the pax just want to vent a little.
Best wishes to you on your new career!
Dea
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And there is a difference between shorthaul LGW and LHR. Had a flight to Madrid from LGW and the sandwich size and drink sizes were completely different to LHR standard. Early morning, 2 hr flight and you are given a cold bacon roll the size of a thumb and stewed, lukewarm tea - seriously a full service airline? Yes, but grudgingly.
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The Deli Box
It's one of those things you'll get to deal with on a daily basis. And after a while it becomes like water of the proverbial duck's back and as has been said before a little empathy goes a long way.
You'll find people complain most when their expectations aren't met and as products are changed and downsized quite frequently at BA it happened quite a lot. Once they have got used to the new catering and accepted it most will stop complaining. Of course you'll always get those who complain for the sake of complaining but I think most will agree these people are beyond help.
Believe me being crew is a great confidence builder, you don't have any choice but to deal with situations. It does take some time but you'll be surprised at how you can deal with almost anything. And most importantly learn from your colleagues and how they do things, but you should always ask yourself whether you would handle the situation in the same way? Not all cabin crew are great at the old customer service thing!
Good Luck
tsb
You'll find people complain most when their expectations aren't met and as products are changed and downsized quite frequently at BA it happened quite a lot. Once they have got used to the new catering and accepted it most will stop complaining. Of course you'll always get those who complain for the sake of complaining but I think most will agree these people are beyond help.
Believe me being crew is a great confidence builder, you don't have any choice but to deal with situations. It does take some time but you'll be surprised at how you can deal with almost anything. And most importantly learn from your colleagues and how they do things, but you should always ask yourself whether you would handle the situation in the same way? Not all cabin crew are great at the old customer service thing!
Good Luck
tsb
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The reason why drinks and breakfast rolls are of a different size from LGW is because of the cuts in cabin crew complement. We now operate flights over 90 minutes with the CAA minimum complement of 3 while still retaining the Club class.
BA had to find a Traveller service that was possible to do with only 2 crew and having smaller deli cups for tea & coffee means less runs to and from the galley to top up the pots. Also the breakfast roll is small but you get a cereal bar and some fruit in one go.
I am personally not a fan of this service, but looks like the only option at the moment as when 2 cabin crew have to feed, water and deal with requests of 131 people and do the tax free sales on their own and the time is so limited there's not much else that they can do, really.
If anybody doesn't like the new meal solution I offer them a comment card and ask them to kindly fill it in. What's good though is that pax often complain about the sandwiches but not the service given by the crew, and this is what really matters to me. I agree with them that the food is not the best!!!!
FBW
PS: if/when also LHR has minimum CAA crew complement on SH aircraft (being proposed already) probably the service will become more consistent throughout the airline's SH operation. Just a matter of months maybe. This "new" arrangement at LGW has saved the company lots and lots of money despite not being agreed with the union and forced upon the employees.
BA had to find a Traveller service that was possible to do with only 2 crew and having smaller deli cups for tea & coffee means less runs to and from the galley to top up the pots. Also the breakfast roll is small but you get a cereal bar and some fruit in one go.
I am personally not a fan of this service, but looks like the only option at the moment as when 2 cabin crew have to feed, water and deal with requests of 131 people and do the tax free sales on their own and the time is so limited there's not much else that they can do, really.
If anybody doesn't like the new meal solution I offer them a comment card and ask them to kindly fill it in. What's good though is that pax often complain about the sandwiches but not the service given by the crew, and this is what really matters to me. I agree with them that the food is not the best!!!!
FBW
PS: if/when also LHR has minimum CAA crew complement on SH aircraft (being proposed already) probably the service will become more consistent throughout the airline's SH operation. Just a matter of months maybe. This "new" arrangement at LGW has saved the company lots and lots of money despite not being agreed with the union and forced upon the employees.
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Interesting that BA treat the LGW operation as a different company! It is noticeable that there are minimum crews and on another LGW trip to Rome, I noticed that there was a safety issue during taxi. 1 crew member stood at the front reading the safety thingy, 1 stood in club pointing out exits and one stood at the front of economy- which was from row 4 back. Between row 4 and the back of the aircraft and in the back galley area there were no crew members. Even at the end of the safety brief, all 3 crew were in the front galley.
Now, most of you will ask if I mentioned anything and no I didn't. Why? Because it's not my place as a passenger. If BA sees fit to place 3 crew members on a full 737, saving on wages etc, but at the cost of safety, who am I to do anything? I'd probably be accused of BA bashing on here, anyway, if I do make an issue of it. I'm a regular BA traveller and see this situation getting more apparent. While on BA 747s it's less of an issue, I have jokingly been told by my mother that she couldn't see the safety brief from the back row of economy on her flight, as the crew stood right at the front. She laughed it off, but I think these things do get overlooked.
ps this post is NOT a BA bash, but observations.
Now, most of you will ask if I mentioned anything and no I didn't. Why? Because it's not my place as a passenger. If BA sees fit to place 3 crew members on a full 737, saving on wages etc, but at the cost of safety, who am I to do anything? I'd probably be accused of BA bashing on here, anyway, if I do make an issue of it. I'm a regular BA traveller and see this situation getting more apparent. While on BA 747s it's less of an issue, I have jokingly been told by my mother that she couldn't see the safety brief from the back row of economy on her flight, as the crew stood right at the front. She laughed it off, but I think these things do get overlooked.
ps this post is NOT a BA bash, but observations.
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Originally Posted by traveller5
Now, most of you will ask if I mentioned anything and no I didn't. Why? Because it's not my place as a passenger. .
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I enjoy my gin and tonic and snack on a flight - but is it really necessary. I often feel sorry for the crew on a very short flight trying to complete the drinks services before descent. Perhaps would be better for all concerned not to offer a service on flights of less than 2 hours. I think most passengers could survive that.
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The last couple of times I have flown with BA from BHX and LGW on short haul, the crew member reading the safety demo was at the back, one in the middle and sccm at the front. Or the announcement was played from a tape via the PA. This happened when I worked for ezy too on the 737, minimum crew of 3, all exits covered.
Originally Posted by apaddyinuk
The last thing BA want are Frequent Flyers leaving the company because its not percieved as "safe" anymore!
I am a reasonably regular BA flyer (not corporate but for pleasure). As soon as it becomes less pleasurable I will just go elsewhere.
Issues around safety, baggage allowances etc mean that I have just booked to fly to New York with Virgin for the first time (every other time I have gone to the US it has been BA - I don't use any US airlines as I disagree with the state subsidising businesses by any means). If it is good then I probably won't go back to BA.
Should I write to someone to let them know - maybe. But my letter will probably be ignored and they will only really start doing anything when they notice people stop flying with them.
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Thanks for your replies!
Re:
The situation was the same on my trip to Venice. One reading, one in business and the other at the front of economy. I wasn't too far back, so could see the demo ok, but I doubt very much that the pax past row 14 would have had clear sightlines.
Don't think I should complain just yet as I've barely got my foot in the door at BA
Re:
Originally Posted by traveller5
It is noticeable that there are minimum crews and on another LGW trip to Rome, I noticed that there was a safety issue during taxi. 1 crew member stood at the front reading the safety thingy, 1 stood in club pointing out exits and one stood at the front of economy- which was from row 4 back. Between row 4 and the back of the aircraft and in the back galley area there were no crew members. Even at the end of the safety brief, all 3 crew were in the front galley.
Don't think I should complain just yet as I've barely got my foot in the door at BA
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Originally Posted by James 1077
But in a world with a large amount of choice what is the point? Just vote with your feet.
I am a reasonably regular BA flyer (not corporate but for pleasure). As soon as it becomes less pleasurable I will just go elsewhere.
Issues around safety, baggage allowances etc mean that I have just booked to fly to New York with Virgin for the first time (every other time I have gone to the US it has been BA - I don't use any US airlines as I disagree with the state subsidising businesses by any means). If it is good then I probably won't go back to BA.
Should I write to someone to let them know - maybe. But my letter will probably be ignored and they will only really start doing anything when they notice people stop flying with them.
I am a reasonably regular BA flyer (not corporate but for pleasure). As soon as it becomes less pleasurable I will just go elsewhere.
Issues around safety, baggage allowances etc mean that I have just booked to fly to New York with Virgin for the first time (every other time I have gone to the US it has been BA - I don't use any US airlines as I disagree with the state subsidising businesses by any means). If it is good then I probably won't go back to BA.
Should I write to someone to let them know - maybe. But my letter will probably be ignored and they will only really start doing anything when they notice people stop flying with them.
