British Airways Centenary Becomes A PR Nightmare
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British Airways Centenary Becomes A PR Nightmare
Martin Rivers at Forbes Magazine rather neatly encapsulates the current problems at British Airways......
Read the full article here
British Airways poured money into marketing this year by re-painting four of its planes in heritage liveries and running a series of TV and online advertisements hailing 100 years of flight by the flag carrier. The campaign – which drafted in celebrities like Olivia Colman – sought to rekindle BA’s historic reputation as “the world’s favorite airline”. Yet the company seems oblivious of the thing that made it popular in the past: looking after customers.
Says it all really, and rather eloquently.
It’s all so sad and unnecessary; surely the time has come to ring-fence some of the profits to secure the airline’s future and then invest the remainder in improvements to the basic day-to-day operation.
As a small example: the way we treat our wheelchair users is a disgrace. Third-party providers are consistently failing to deliver an acceptable service. For about £2m per annum we could do it ourselves and become recognised as market-leading in this regard.
Virtually every other area of the LHR operation needs more staff. The catering offered to premium passengers is an embarrassment and I feel sorry for our cabin crew who have to apologise for it (or lack of it).
The irony is that the general public are on our side and realise that it’s not the fault of the staff at the coal-face. They desperately want us to succeed but also want to see a vast improvement in the whole “customer experience”. Yes; lounges and aircraft seats are being improved but that doesn’t make up for chaotic data breaches, IT failures, lost bags and being told that you can’t have the chicken because another passenger has taken the only one and by the way we’ve run out of bread rolls too. Don’t get me started on waiting for stand guidance and stuck chocks!
I used to be proud of working here but now I keep quiet unless I get asked.
I’m not a business man and fully accept that I’m probably missing something but I do find it strange that our management can’t seem to grasp these basic concepts. How much profit is enough?
It’s all so sad and unnecessary; surely the time has come to ring-fence some of the profits to secure the airline’s future and then invest the remainder in improvements to the basic day-to-day operation.
As a small example: the way we treat our wheelchair users is a disgrace. Third-party providers are consistently failing to deliver an acceptable service. For about £2m per annum we could do it ourselves and become recognised as market-leading in this regard.
Virtually every other area of the LHR operation needs more staff. The catering offered to premium passengers is an embarrassment and I feel sorry for our cabin crew who have to apologise for it (or lack of it).
The irony is that the general public are on our side and realise that it’s not the fault of the staff at the coal-face. They desperately want us to succeed but also want to see a vast improvement in the whole “customer experience”. Yes; lounges and aircraft seats are being improved but that doesn’t make up for chaotic data breaches, IT failures, lost bags and being told that you can’t have the chicken because another passenger has taken the only one and by the way we’ve run out of bread rolls too. Don’t get me started on waiting for stand guidance and stuck chocks!
I used to be proud of working here but now I keep quiet unless I get asked.
I’m not a business man and fully accept that I’m probably missing something but I do find it strange that our management can’t seem to grasp these basic concepts. How much profit is enough?
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As a small example: the way we treat our wheelchair users is a disgrace. Third-party providers are consistently failing to deliver an acceptable service. For about £2m per annum we could do it ourselves and become recognised as market-leading in this regard.
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Couldn't agree more. I am ashamed and embarrassed to be associated with this organisation. Once upon a time, I was proud to work for BA. Customer Service is a thing of the past. To Fly, to serve? Who are we serving? We have lost touch with those who pay our wages. Across the range of products, look at LH, KL, AF....... we are a poor runner up in each case.
We are now an increasingly US run business, with US standards which isn't always what is wanted elsewhere. Let's look again at OUR culture.
Whinge over.
We are now an increasingly US run business, with US standards which isn't always what is wanted elsewhere. Let's look again at OUR culture.
Whinge over.
Once upon a time, I was proud to be a BA passenger. No longer, the airline is almost an embarrassment to the UK. Where are the decent in-flight meals like those amazing hot breakfasts that used to be served on the domestic routes to/from Heathrow? I booked a flight to return on Sunday, the self-appointed 100th anniversary Day, hoping that there may have been a souvenir on offer.... oh dear, a small piece of chocolate shrink-wrapped in a plastic "100 years" wrapper was as good as it gets !
The inflight meal was a miserable cold chicken sort-of-salad - a premium product without premium in the service.
"To fly, To screw as much money out of the passengers as possible"..... I did recently find the full "mission statement" from the 1990s and have it at home on my computer. Somewhere along the line, Management lost the plot and the motive is now to make as much money as possible for the shareholders and company executives. I just hope that the aircraft monitoring/maintenance safety standards are not being compromised
The inflight meal was a miserable cold chicken sort-of-salad - a premium product without premium in the service.
"To fly, To screw as much money out of the passengers as possible"..... I did recently find the full "mission statement" from the 1990s and have it at home on my computer. Somewhere along the line, Management lost the plot and the motive is now to make as much money as possible for the shareholders and company executives. I just hope that the aircraft monitoring/maintenance safety standards are not being compromised
Maybe it’s time to reclaim vital infrastructure out of the hands of foreign shareholders and back into the hands of stakeholders? Ludicrous that utilities and transport hubs are owned by foreign entities, and yet the same countries keep a tight grip on their own. It wouldn’t be bad if we had inexpensive, high quality services, but , sadly, we don’t.
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It's heartbreaking to read the article and these posts. I worked for BA for twelve years until 1999 and was immensely proud to say that. (I still am.) It was by far the best job I ever had. Where else do you find yourself driving home and literally looking forward to coming back to work tomorrow?! But a lot of my friends who are still there are saying the same thing - it's changed, and not for the better. It's not the company that I left.
Winter 1991, from BA Investor (my late father had shares....)
I thought that this was so good, I used to carry a copy round with me in my diary, to show any company that was struggling to set its own mission statement up.
TO FLY, TO SERVE
A Company aiming to be the best.
The corporate mission of British Airways is: To be the best and most successful company in the airline industry.
The company's seven corporate goals are:
Safe and secure
To be a safe and secure airline
Financially strong
To deliver a strong and consistent financial performance
Global leader
To secure a leading share of air travel business worldwide with a significant presence in all major geographical markets
Service and value
To provide overall superior service and good value for money in every market segment in which we compete
Customer driven
To excel in anticipating and quickly responding to customer needs and competitor activity
Good employer
To sustain a working environment that attracts, retains and develops committed employees who share in the success of the company
Good neighbour
To be a good neighbour, concerned for the community and the environment
I thought that this was so good, I used to carry a copy round with me in my diary, to show any company that was struggling to set its own mission statement up.
TO FLY, TO SERVE
A Company aiming to be the best.
The corporate mission of British Airways is: To be the best and most successful company in the airline industry.
The company's seven corporate goals are:
Safe and secure
To be a safe and secure airline
Financially strong
To deliver a strong and consistent financial performance
Global leader
To secure a leading share of air travel business worldwide with a significant presence in all major geographical markets
Service and value
To provide overall superior service and good value for money in every market segment in which we compete
Customer driven
To excel in anticipating and quickly responding to customer needs and competitor activity
Good employer
To sustain a working environment that attracts, retains and develops committed employees who share in the success of the company
Good neighbour
To be a good neighbour, concerned for the community and the environment
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As for actually being 100, companies house says otherwise - 1983..
BRITISH AIRWAYS PLC
WATERSIDE
PO BOX 365
HARMONDSWORTH
UB7 0GB
Company No. 01777777
Status: Active
Date of Incorporation: 13/12/1983
Country of Origin: United KingdomCompany Type: Public Limited Company
Nature of Business (SIC):
51101 - Scheduled passenger air transport
51102 - Non-scheduled passenger air transport
52230 - Service activities incidental to air transportation
52242 - Cargo handling for air transport activitiesAccounting Reference Date: 31/12
Last Accounts Made Up To: 31/12/2018 (GROUP)
Next Accounts Due: 30/06/2020
Last Confirmation Statement Date: 31/07/2019
Next Confirmation Statement Due: 14/08/2020Mortgage: Number of charges: 830 ( 695 outstanding / 135 satisfied / 0 part satisfied )
Last Members List: 31/07/2015
Last Bulk Shareholders List: 31/07/2011Previous Names:No previous name information has been recorded over the last 20 years.UK Establishment DetailsThere are no UK Establishments associated with this company.Oversea Company InfoThere are no Oversea Details associated with this company.
Company Details
Name & Registered Office:BRITISH AIRWAYS PLC
WATERSIDE
PO BOX 365
HARMONDSWORTH
UB7 0GB
Company No. 01777777
Status: ActiveDate of Incorporation: 13/12/1983
Country of Origin: United KingdomCompany Type: Public Limited Company
Nature of Business (SIC):
51101 - Scheduled passenger air transport
51102 - Non-scheduled passenger air transport
52230 - Service activities incidental to air transportation
52242 - Cargo handling for air transport activitiesAccounting Reference Date: 31/12
Last Accounts Made Up To: 31/12/2018 (GROUP)
Next Accounts Due: 30/06/2020
Last Confirmation Statement Date: 31/07/2019
Next Confirmation Statement Due: 14/08/2020Mortgage: Number of charges: 830 ( 695 outstanding / 135 satisfied / 0 part satisfied )
Last Members List: 31/07/2015
Last Bulk Shareholders List: 31/07/2011Previous Names:No previous name information has been recorded over the last 20 years.UK Establishment DetailsThere are no UK Establishments associated with this company.Oversea Company InfoThere are no Oversea Details associated with this company.
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Michael, a lot of people felt the same, it was a great company to work for. It might comfort you a little - friends in the U.S.,
but also people who work ( worked ) for other European carriers, say that their airline is not the one for which they would
have " given their lives ". Four of my very good airline friends are still working for the national carrier, they are so fed up
that they will leave at the first opportunity ( early retirement ). One of the problems is the fact that fewer and fewer people
have started their carreer at the bottom, in the later years the " direct entries " took over, having no other knowledge, than
their Excel spreadsheets. After more than three decades of frontline work I fell in the hands of one of these torture masters,
a former Pan Am steward, who had made his way through the back doors. I finally was offered early retirement, I missed
my work, but it was a fair deal.
but also people who work ( worked ) for other European carriers, say that their airline is not the one for which they would
have " given their lives ". Four of my very good airline friends are still working for the national carrier, they are so fed up
that they will leave at the first opportunity ( early retirement ). One of the problems is the fact that fewer and fewer people
have started their carreer at the bottom, in the later years the " direct entries " took over, having no other knowledge, than
their Excel spreadsheets. After more than three decades of frontline work I fell in the hands of one of these torture masters,
a former Pan Am steward, who had made his way through the back doors. I finally was offered early retirement, I missed
my work, but it was a fair deal.
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Of course, this was not their fault but it was annoying. Then I got on their 767 and was hoping to have an on time departure as I had a timeline to meet. There was a delay as one of the pilots found an oil leak of some sort. We were told that while it was within limits, as a precaution a hose would be changed and then we departed about an hour late. OK...fine. These things happen and I appreciate the safety first, even if annoying, that the leak wasn't discovered by maintenance earlier.
After all this, I discovered that the food and drink was not free. I asked if due to all the delays and issues that I might get a free orange juice. Not allowed. OK fine. When a email arrived at some point later and asked about my experience, I said that I don't plan to fly BA anymore. Who knows, maybe I will. But if I were running the show, when a screw-up day like this happens, it might be an idea to give something minor in return.
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I commute between CPT and LHR 3 or 4 times a year
Mostly fly BA Y these days (either direct or via JNB) as the cracking EK Business Class fares of a few years ago are a distant memory. My Silver card has been cast into history, but I survive (used to fly this route a lot with BA in C).
BA is mostly on time. I nearly always bag a reasonable fare. Service is normally fine and even though the 744's are old in the tooth, I'm always pleased to be on a blue, red and white tailed G-reg plane when over the heart of darkness.
Living in Africa with its daily ups and downs, when I arrive back in the UK, I get the sense most Brits have gone soft, lost there sense of place and adventure and think they are entitled to something they can't afford.
So fellow snowflake Brits, keep on moaning. I'll keep boarding my BA flight from Africa to Blighty as I am sure it will get me home to my family safe, without too much drama and at a reasonable fare.
Mostly fly BA Y these days (either direct or via JNB) as the cracking EK Business Class fares of a few years ago are a distant memory. My Silver card has been cast into history, but I survive (used to fly this route a lot with BA in C).
BA is mostly on time. I nearly always bag a reasonable fare. Service is normally fine and even though the 744's are old in the tooth, I'm always pleased to be on a blue, red and white tailed G-reg plane when over the heart of darkness.
Living in Africa with its daily ups and downs, when I arrive back in the UK, I get the sense most Brits have gone soft, lost there sense of place and adventure and think they are entitled to something they can't afford.
So fellow snowflake Brits, keep on moaning. I'll keep boarding my BA flight from Africa to Blighty as I am sure it will get me home to my family safe, without too much drama and at a reasonable fare.
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I read somewhere that no matter what the service and review stars of the airline are most people buy the cheapest seat . They see it as a commodity because you get there and the snottiness of the staff and lack of beer and food isn't worth the extra £10. So you could blame the passengers for getting what they buy. How much extra would you pay on top of your £35 seat to Malaga to get a smile a beer and a nice meal?
I was on a BA flight recently where one member of staff seemed to care what was going on. Despite being only 20 and not trying too hard she stood head and shoulders above all of the other slack jawed staff put together. I was so impressed I wrote to BA to compliment them on picking up the staff training that had been missing for so long. Sadly she seemed to be a one off...
One day day customer service might be seen as a basic need, not just for first class...
I was on a BA flight recently where one member of staff seemed to care what was going on. Despite being only 20 and not trying too hard she stood head and shoulders above all of the other slack jawed staff put together. I was so impressed I wrote to BA to compliment them on picking up the staff training that had been missing for so long. Sadly she seemed to be a one off...
One day day customer service might be seen as a basic need, not just for first class...
