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?

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.

You are flying to serve the management and shareholders, that’s it.

Never let a leprechaun run your business !

BA has not been an airline of choice for some time. If there is no choice then you are stuck with them.

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...

After a few flights with BA I realised that they are now a no frills airline at a full cost price. Mind you they were very generous when I flew BA from Heathrow to Singapore with a corpse in 1F while I was in 3A (me and the unfortunate man in 1A both got an upgrade).

Start with reading the book and/or watching the film;

https://www.worldofbooks.com/en-gb/b...iABEgIhQfD_BwE

Then muse over the following psychological traits;

https://www.healthyplace.com/persona...the-difference

Hopefully then will you appreciate why they're all behaving in such a manner and you'll be able to sleep easy?

My dealings with the CEO of a major UK utility supplier confirms all of the above.

I used to champion BA for their comfort and service. However, following several recent experiences, I was not left impressed. The service is really suffering now as a result of the low-cost, pay-for-everything approach. This is what used to set BA apart from most of the other U.K. choices and I didn’t mind paying a little extra to receive the complimentary service. The knock-on effect is a sub-standard offering, at high cost and the service is VERY slow as a result. It took well over an hour after take off in the Euro Traveller cabin to be able to order two Gin & Tonics - at the price of £6 each, which is a crazy price for BA. (We weren’t even right at the back of the a/c either). On the way back, we bought our own drinks in the airport and brought our own sandwiches with us, something I never thought I’d ever do on a BA flight! This same slow service with all cabin lights on gone 11pm at night and numerous PAs during flight back meant that instead of being able to get the sleep we expected in order to drive home slightly less weary at 1:30am in the morning, we got none. And that’s without mentioning the uncomfortable seats on the tatty G-MIDx fleet that have been relegated to Gatwick. ONE check-in bag increased our fare by £30 each way too - excessive. Based upon this experience, I would not differentiate the service offered by BA to that offered by EasyJet/Ryanair, etc (in fact their checked-bag prices are lower). I realise I wasn’t flying in Club Europe, but I wasn’t before either. Lufthansa have a great economy service which is simple, yet appreciated. I’m sorry to say that BA have cheapened their once special brand, and I’ll no longer select BA over any other low cost carrier based upon these recent experiences.

Looking at your post I guess the refill rate was ok then