Pax food and service
Join Date: May 2003
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I thought I'd add my thoughts as I was on ATH-LHR this evening, riding down the back for a change.
The check in desks were a nightmare...queues for miles, and this was mainly due to the fact that the check in agents had to fill in the food vouchers (I don't understand why these were not completed beforehand, as it nearly doubled the check in time).
Problem was that because check in took so long (I arrived with my rather large family group over two hours before departure and it took an hour to queue) there was not much time to find a place to eat and actually eat!
There was literally a non-existent service on board; no offer of water, and also no duty free?! (don't tell me we've contracted out our duty free supplier to GG too?!). I thought the crew should have at least offered the PAX a drink of water. One thing that really irritated me was that during boarding, a woman walked down nearly the entire length of the aircraft carrying a full, open, steaming cup of coffee that she had obviously bought from a coffee shop in the airport. The crew should not have allowed this...this is extremely dangerous, especially during the boarding process when luggage is going everywhere.
I realise the crews are working in difficult cirumstances (I think our crew was actually looking for things to do!) and I am by no means condoning the illegal industrial action, however I thought the crew could have made a bit more of an effort to provide some sort of a service.
The check in desks were a nightmare...queues for miles, and this was mainly due to the fact that the check in agents had to fill in the food vouchers (I don't understand why these were not completed beforehand, as it nearly doubled the check in time).
Problem was that because check in took so long (I arrived with my rather large family group over two hours before departure and it took an hour to queue) there was not much time to find a place to eat and actually eat!
There was literally a non-existent service on board; no offer of water, and also no duty free?! (don't tell me we've contracted out our duty free supplier to GG too?!). I thought the crew should have at least offered the PAX a drink of water. One thing that really irritated me was that during boarding, a woman walked down nearly the entire length of the aircraft carrying a full, open, steaming cup of coffee that she had obviously bought from a coffee shop in the airport. The crew should not have allowed this...this is extremely dangerous, especially during the boarding process when luggage is going everywhere.
I realise the crews are working in difficult cirumstances (I think our crew was actually looking for things to do!) and I am by no means condoning the illegal industrial action, however I thought the crew could have made a bit more of an effort to provide some sort of a service.
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BW - totally agree with your comment re drinks. It is the lack of even a bottle of water or soft drink from trolley that gets me.
Have flown four sectors with BA this week and only MAN-GLA had any catering at all. Just about to set off on my fifth. When is BA going to pressure GG into sorting this dispute before it really does start to hurt its own bottom line.
Have grudgingly accepted catering situ while plodding around Europe this week, but Singapore a/l has just gained itself a new passenger for my next l/h trip - not prepared to put up wth nothing at all on a 12hr flight. Can't see me being alone in having this view.
Have flown four sectors with BA this week and only MAN-GLA had any catering at all. Just about to set off on my fifth. When is BA going to pressure GG into sorting this dispute before it really does start to hurt its own bottom line.
Have grudgingly accepted catering situ while plodding around Europe this week, but Singapore a/l has just gained itself a new passenger for my next l/h trip - not prepared to put up wth nothing at all on a 12hr flight. Can't see me being alone in having this view.
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At least we all have this wonderful option, ...called: Choice....And as an added bonus, there is an option of going First Class.
...Oh, but that's expensive! But, hey,....aren't you worth it? Treat yourself.
Interesting thread this one. Residing in Asia, I have just got back from a trip to UK with CX and I can assure you Glueball, Business Class and First Class is affected by the GG issue too. If you are crew, you would know this of course.
Meal service for the return LHR-HKG was (and presume still is) being carried from HKG so there are weight and space problems for these extra meals.
Returning in J from LHR, the breakfast was a snack box. There was plenty of coffee though! There was also no inflight shopping available for obvious reasons. I would say however, that had I known about the snack box, I would definitely have taken some sandwiches.
Meal service for the return LHR-HKG was (and presume still is) being carried from HKG so there are weight and space problems for these extra meals.
Returning in J from LHR, the breakfast was a snack box. There was plenty of coffee though! There was also no inflight shopping available for obvious reasons. I would say however, that had I known about the snack box, I would definitely have taken some sandwiches.
Ecce Homo! Loquitur...
Press Association - BA puts food back on passenger menu
British Airways will start serving hot meals again on long-haul flights on Monday.
For the past few days, BA passengers have had a drinks-only service due to a continuing dispute involving the airline's catering company Gate Gourmet.
Meals will be back on the menu from Monday for long-haul passengers leaving Heathrow and from Wednesday for long-haul customers flying in to Heathrow.
BA's customer service and operations director Mike Street said the meal service being provided from next week was "a far cry" from the normal service level but would nevertheless be "a welcome move" for passengers. He went on: "We continue to talk to Gate Gourmet regarding its capability to improve further on the service it is currently able to provide."
BA's short-haul customers will continue to be offered meal vouchers, access to refreshment centres in the terminals and pre-flight dining in the premium lounges.
Onboard refreshment remains limited to water for the time being.
British Airways will start serving hot meals again on long-haul flights on Monday.
For the past few days, BA passengers have had a drinks-only service due to a continuing dispute involving the airline's catering company Gate Gourmet.
Meals will be back on the menu from Monday for long-haul passengers leaving Heathrow and from Wednesday for long-haul customers flying in to Heathrow.
BA's customer service and operations director Mike Street said the meal service being provided from next week was "a far cry" from the normal service level but would nevertheless be "a welcome move" for passengers. He went on: "We continue to talk to Gate Gourmet regarding its capability to improve further on the service it is currently able to provide."
BA's short-haul customers will continue to be offered meal vouchers, access to refreshment centres in the terminals and pre-flight dining in the premium lounges.
Onboard refreshment remains limited to water for the time being.
Join Date: Oct 2004
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PAX FOOD & SERVICE
Have you lot heard of the recently launched `no frills all flying`cut price Airline that allows pax to bring in their own food and inflight entertainment ? It has become so popular that McDonalds-Captain Birds Eye- Pataks the famous Indian take away and ChowMein Howe have opened take- away stalls at every holding point to enable pax to order a quick take away before takeoff.
P/s: There are 3 regular flights to Iraq each week and you can haggle at the Check In desk for cheap tickets. One estatic passenger told Frugal Flight Magazine " I think it`s a good idea,my meals are always piping hot before take off" Unfortunalty as expected,there are always delays and the flights are never on time. A flight was cleared for take off just as the captain was having his roast duck and bird nestee soup prepared. " I don`t mind the delays " said Mrs Tally Barnn speaking to F.F Magazine,my husband is never at home when I arrive,he is always in the Pub."
The Sarge.
P/s: There are 3 regular flights to Iraq each week and you can haggle at the Check In desk for cheap tickets. One estatic passenger told Frugal Flight Magazine " I think it`s a good idea,my meals are always piping hot before take off" Unfortunalty as expected,there are always delays and the flights are never on time. A flight was cleared for take off just as the captain was having his roast duck and bird nestee soup prepared. " I don`t mind the delays " said Mrs Tally Barnn speaking to F.F Magazine,my husband is never at home when I arrive,he is always in the Pub."
The Sarge.
Last edited by Sgt.Peppeh; 19th Aug 2005 at 12:00.
BA's customer service and operations director Mike Street said "We continue to talk to Gate Gourmet regarding its capability to improve further on the service it is currently able to provide."
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Small light at end of long tunnel....
BBC News 19 Aug
Some crews have been warming food - depends who you get on the day. Pax have generally been brilliant and very understanding.
T'bug
BBC News 19 Aug
Some crews have been warming food - depends who you get on the day. Pax have generally been brilliant and very understanding.
T'bug
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BWB -
GG deliver the duty free to the aircraft, as with the vast majority of other caterers as the Customs bond do not have their own vehicles to my knowledge, and it would cause a nightmare with hi-lift lorries coming and going to the aircraft all the time.
As far as water is concerned, again, the mineral water comes from GG, and there was not another company able to supply the huge amounts of water required at short notice. Most crew I know would rather offer the customer nothing to drink than offer the apparantly 'potable' tap water on board.
If you are travelling BA in the near future, take a bottle of water, or drinks, some snacks and use your voucher for food and more drinks. Most longhauls endevour to supply you with water, juice, tea, coffee and a light meal/snack. The shorthauls have nothing or very little, as priority of stock is given to longer flights.
From what I've seen, BA are doing the best they can given the situation. I came back from a shorthaul destination today where snack boxes were given out onboard as well as a terminal voucher, the crew were hoarding whatever was left and stowing it for the next flight where there was only water being loaded. Some crew are bringing in milk and teabags for the customers paid for from their own pockets. Chocolates for children too. I even saw passengers get up and help serve and clear up today!! Everyone was understanding. The managers at GG should be put to a panel for questioning, they seem to have caused this mess then lie low. Cowards.
and also no duty free?! (don't tell me we've contracted out our duty free supplier to GG too?!). I thought the crew should have at least offered the PAX a drink of water.
As far as water is concerned, again, the mineral water comes from GG, and there was not another company able to supply the huge amounts of water required at short notice. Most crew I know would rather offer the customer nothing to drink than offer the apparantly 'potable' tap water on board.
If you are travelling BA in the near future, take a bottle of water, or drinks, some snacks and use your voucher for food and more drinks. Most longhauls endevour to supply you with water, juice, tea, coffee and a light meal/snack. The shorthauls have nothing or very little, as priority of stock is given to longer flights.
From what I've seen, BA are doing the best they can given the situation. I came back from a shorthaul destination today where snack boxes were given out onboard as well as a terminal voucher, the crew were hoarding whatever was left and stowing it for the next flight where there was only water being loaded. Some crew are bringing in milk and teabags for the customers paid for from their own pockets. Chocolates for children too. I even saw passengers get up and help serve and clear up today!! Everyone was understanding. The managers at GG should be put to a panel for questioning, they seem to have caused this mess then lie low. Cowards.
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It is now time for big action from BA.
First the board should question a past move by the 'famous Bob Ayling' selling catering off for £25 million profit.
Not a bad deal many may say!!.If you rely on suppliers no company should ever have just one but always have some sort of back up supplier or even better have more than one.
BA should take back catering from GG FREE due to the great losses,employees(treated badly by GG),vehicles and buildings.
This is the quickest short term fix which may prove to have long term benefits with a workforce who work with perhaps loyalty to their own company and possibly taking on contracts.
BA should now be taking the strongest possible legal action against the idiots at the top of GG and and parent company.....a new Texas chainsaw lawsuit!!!.
Just completed my first flights back to work and the passengers were very understanding and actually very complimentary regarding the way BA had treated them.On a six hour flight the crew went out with sandwiches after take off and one hour before landing both with tea and coffee and drinks.Between this they went out again twice with bars and tea and coffee.
Thanks to the crew for providing still a very good service with so little to offer and a bigger thank you to all passengers in First,Club World and World Traveller for their understanding and kind remarks and support for BA and the crew.
Looking forward to offering you all better flights soon.
NJR.
P.S. One passenger did ask why we could'nt just go out and get more catering staff straight away?.
A point that may not have been mentioned is that all 'airside' workers have to go through 'criminal record checks' before they are issued a pass.This can take many weeks.
WTDWL.
First the board should question a past move by the 'famous Bob Ayling' selling catering off for £25 million profit.
Not a bad deal many may say!!.If you rely on suppliers no company should ever have just one but always have some sort of back up supplier or even better have more than one.
BA should take back catering from GG FREE due to the great losses,employees(treated badly by GG),vehicles and buildings.
This is the quickest short term fix which may prove to have long term benefits with a workforce who work with perhaps loyalty to their own company and possibly taking on contracts.
BA should now be taking the strongest possible legal action against the idiots at the top of GG and and parent company.....a new Texas chainsaw lawsuit!!!.
Just completed my first flights back to work and the passengers were very understanding and actually very complimentary regarding the way BA had treated them.On a six hour flight the crew went out with sandwiches after take off and one hour before landing both with tea and coffee and drinks.Between this they went out again twice with bars and tea and coffee.
Thanks to the crew for providing still a very good service with so little to offer and a bigger thank you to all passengers in First,Club World and World Traveller for their understanding and kind remarks and support for BA and the crew.
Looking forward to offering you all better flights soon.
NJR.
P.S. One passenger did ask why we could'nt just go out and get more catering staff straight away?.
A point that may not have been mentioned is that all 'airside' workers have to go through 'criminal record checks' before they are issued a pass.This can take many weeks.
WTDWL.
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Cake from the Captain
A certain lady BA captain on a fleet not to be mentioned, supplied her crew with a cake recently.
How many male captains would think about them..
The tear in my uniform trousers was repaired promptly too....
bUMZ
How many male captains would think about them..
The tear in my uniform trousers was repaired promptly too....
bUMZ
Paxing All Over The World
Bumz, I am very concerned as to what caused the rip in your trousers in the first place? "Do you like the cake or are you just pleased to see the Captain?"
There is a thread running in Airports Routes etc. called Gate Gournet (Merged) and ealier I made this quote from the BBC website and TV news
So it looks as if they have realised that - in the short term - they are going to be better off dealing with folks they know. There must also be the tacit admittance that they tried to scr%w the supplier too hard AND that the supplier was stupid enough to sign a contract that was too low as they were too desperate for the business.
There is a thread running in Airports Routes etc. called Gate Gournet (Merged) and ealier I made this quote from the BBC website and TV news
A new catering deal with British Airways was struck earlier on Tuesday, but it is dependent on labour issues being resolved.
Eight Gun Fighter
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There must also be the tacit admittance that they tried to scr%w the supplier too hard AND that the supplier was stupid enough to sign a contract that was too low as they were too desperate for the business.
FAILURE
Paxing All Over The World
Yes indeed but, in light of the recent suggestion by some UK teachers, this might be more a case of Deferred Success?
Following the machinations of this dispute and the awful echoes of staff 'relations' from 30 years ago, I think it safe to say that it can now be awarded the formal status of a SABU.
A term from (I think) the RAF that - when a problem continues to get bigger and each attempt to fix it, makes it worse, it has become a Self Adjusting B@lls Up.
Only the RAF themselves, of course, can claim the higher level MAFCU being a Monumental Air Force C@ck Up.
--------------------
"I tell you, we are here on Earth to fart around, and don't let anybody tell you any different." Kurt Vonnegut, Jr.
Following the machinations of this dispute and the awful echoes of staff 'relations' from 30 years ago, I think it safe to say that it can now be awarded the formal status of a SABU.
A term from (I think) the RAF that - when a problem continues to get bigger and each attempt to fix it, makes it worse, it has become a Self Adjusting B@lls Up.
Only the RAF themselves, of course, can claim the higher level MAFCU being a Monumental Air Force C@ck Up.
--------------------
"I tell you, we are here on Earth to fart around, and don't let anybody tell you any different." Kurt Vonnegut, Jr.
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I see where there was a security breach at Gate Gourmet by an undercover 'Times' reporter posing as someone who wanted to be a casual worker.
Security staff failed to carry out compulsory searches on him.
The investigation also found serious hygiene problems at the company, which prepares 88,000 meals a day for BA.
Ice used in pax's drinks was broken up on the factory floor before being loaded on trolleys used by cabin crew. Workers had discoverd the easiest way to break ice to fit into trays was to throw the bags on the grimy & unwashed floor. On atleast three occasions the reporter saw split ice bags with its contents spilt on the floor & being hastily being pushed back into the plastic bags, onto plastic trays ready to be served. (Am I glad I don't take ice in my drinks
)
Toilets in the factory had not been cleaned for several days, sometimes several weeks because of staff shortages. Three out of five of the mens toilet cubicles the reporter visited had been vandalised, with seats broken off. (The rest is so disgusting it turned my stomach frankly.
The reporter who was one of dozen casual workers recruited because of the industrial dispute gave bogus references and was not body searched when entering the factory near LHR.
He loaded trolleys & was told to place security seals on them to be broken on board aircrafts during flight. It would have been feasible to have smuggled explosives into the factory & put them inside a trolley.
Racial differences spilt the workers into three groups: Asians, East Africans and Eastern Europeans. These are now being joined by a growing number from East Africa, Poland and Lithuania. Racial tension rife demonstrated by graffitti. In the canteen workers tend to congregate into their ethnic groups.
The Times reporter was recruited after a cursory interview in which he gave bogus referess. The interviewer contacted them by telephone & spoke to them for less than a minute.
BA subjects its own recruits to rigorous vetting which lasts at least four weeks but it sold its catering operation in 1997.
BA are taking these latest allegation very seriously & intend to undertake a thorough investigation. Gate Gourmets security procedures & responsibilities at LHR are governed & audited by the Department for Transport & they will be asked to undertake an investigation & take appropriate action.
Security staff failed to carry out compulsory searches on him.
The investigation also found serious hygiene problems at the company, which prepares 88,000 meals a day for BA.
Ice used in pax's drinks was broken up on the factory floor before being loaded on trolleys used by cabin crew. Workers had discoverd the easiest way to break ice to fit into trays was to throw the bags on the grimy & unwashed floor. On atleast three occasions the reporter saw split ice bags with its contents spilt on the floor & being hastily being pushed back into the plastic bags, onto plastic trays ready to be served. (Am I glad I don't take ice in my drinks
)Toilets in the factory had not been cleaned for several days, sometimes several weeks because of staff shortages. Three out of five of the mens toilet cubicles the reporter visited had been vandalised, with seats broken off. (The rest is so disgusting it turned my stomach frankly.
The reporter who was one of dozen casual workers recruited because of the industrial dispute gave bogus references and was not body searched when entering the factory near LHR.
He loaded trolleys & was told to place security seals on them to be broken on board aircrafts during flight. It would have been feasible to have smuggled explosives into the factory & put them inside a trolley.
Racial differences spilt the workers into three groups: Asians, East Africans and Eastern Europeans. These are now being joined by a growing number from East Africa, Poland and Lithuania. Racial tension rife demonstrated by graffitti. In the canteen workers tend to congregate into their ethnic groups.
The Times reporter was recruited after a cursory interview in which he gave bogus referess. The interviewer contacted them by telephone & spoke to them for less than a minute.
BA subjects its own recruits to rigorous vetting which lasts at least four weeks but it sold its catering operation in 1997.
BA are taking these latest allegation very seriously & intend to undertake a thorough investigation. Gate Gourmets security procedures & responsibilities at LHR are governed & audited by the Department for Transport & they will be asked to undertake an investigation & take appropriate action.
