Hello from London! I just flew British Airways’ first class on the Boeing 777-300ER from Newark. I was excited about this flight, as the flight was operated by a plane featuring British Airways’ new first class product, which is currently available on 777-300ERs that also feature Club Suites in business class.
Admittedly the seats are only marginally improved (there’s a door, and some other tech updates have been made), though arguably an equally big difference is that British Airways has reduced the size of its first class cabin on these planes from 14 seats to eight seats. Is British Airways first class now actually good? Well…
In this post:
I like British Airways’ 777 first class seat
While it’s not a cutting edge hard product, let me just give British Airways some credit on its updated first class cabin. I think this is a perfectly nice product, as the seat is spacious enough, and I find the cabin to be very elegantly appointed.
The improvements are incremental over what you’ll find on British Airways’ other aircraft. The airline essentially took the updated 787 first class seat, but added some width and a door.
While there are better first class seats out there, I was perfectly pleased with the hard product. Another thing that British Airways deserves credit for is offering complimentary Wi-Fi in first class.
British Airways’ first class food is good enough
Service aside, the food in British Airways first class was quite good, for such a short overnight flight. Unlike other airlines, there’s no caviar on British Airways, but I found the quality and selection to be reasonably good.
Service began with canapés, accompanied by champagne (Laurent Perrier Grand Siecle was on offer).
For the starter, I selected the balik salmon. Is this seriously how it’s supposed to be presented?
For the main course I selected the baked cauliflower cakes, which were surprisingly good, and were a unique dish.
Lastly for dessert I had the salted caramel and chocolate mousse.
British Airways’ bad first class service
British Airways’ CEO has made it clear that he wants to transform the company into a premium airline. British Airways has invested nicely in its hard and soft product, so I was curious to see if there were also service improvements. Back in the day British Airways had 14 first class seats, making it one of the largest first class cabins in the world. Now that there are just eight seats, I hoped that this would lead to better service.
I’m trying to think of the delicate way to describe the service. There wasn’t a single flight attendant who was rude. But I still have to be honest — it seemed to me like none of the crew members were trained in premium service in any way.
It was as if you took some people out of a very casual restaurant and asked them to serve first class. And it’s not even that they had a super friendly and casual vibe, but it was more of a casual and indifferent vibe. A Singapore Airlines flight attendant probably would have had a heart attack watching these people perform their duties.
If I were in business class, I would’ve called the service level the most forgettable service imaginable. But in first class, one should expect a little more. For one, the service was excruciatingly slow, and I’m not sure why.
There were only five first class passengers (well, before two employees were moved up after the door closed), and there were two flight attendants. On a six hour overnight flight, the crews should hustle to serve ASAP so that people can get rest. But instead the service was very slow, and not even good.
Individually none of these things would bother me that much, but when you combine them, it was the worst service I’ve ever had in first class on a non-US airline (well, other than TAAG Angola):
- The initial meal service was outrageously slow; even though I asked to eat ASAP, my main course ended up being served 1hr40min after takeoff, which isn’t ideal when trying to get some rest on such a short flight
- The flight attendant poured champagne by holding the bottle by the neck, maybe an inch from the top; it’s not a huge deal, but have they really not been trained in how to pour properly?!
- The crew didn’t address passengers by name, the inflight manager never came around to see if each passenger enjoyed their flight, etc.; for what it’s worth, business class was only 40% full, so it’s not even that they were super busy in other cabins
- There was just zero attention to detail; for example, take a look at the below turndown service, as the only other time I received such a careless turndown service in first class was on American
- The crew wasn’t even engaging or enthusiastic; they just kind of spoke in fragments when taking meal orders, etc.
To be clear, I don’t really blame the crew for this. It’s clear that they just hadn’t been trained in premium service. British Airways has made major changes to its labor contracts in recent years, screwing over many of its veteran flight attendants. In terms of investing in labor, you get what you pay for, and this flight reflected that.
Bottom line
Unfortunately my first British Airways first class flight in years was underwhelming. While the new cabins are pretty elegant, and British Airways also has decent enough food, the service left a lot to be desired. With a significantly smaller first class cabin, I had hoped that maybe service would be a little more polished and attentive. That didn’t turn out to be the case.
What’s your take on British Airways’ first class nowadays?
I flew BA First from LHR to HND in February 2024 on a 777. The service on-board was poor, the seat was great.
When I ordered my preferred main course I was told that there was none left, and that they only stock four of each choice.
I think I was the last to have the order taken so out of a full cabin of eight people my chances of getting what I wanted...
I flew BA First from LHR to HND in February 2024 on a 777. The service on-board was poor, the seat was great.
When I ordered my preferred main course I was told that there was none left, and that they only stock four of each choice.
I think I was the last to have the order taken so out of a full cabin of eight people my chances of getting what I wanted were slim. That is not a good experience.
Service was generally lacklustre, with little interaction from the crew.
Long after I had finished my meal I visited the rest room and on the way back I asked for a cheese plate. The response was
"We don't have any up here, I'll see what I can find in business"
I should have pointed out to them that I was in First but I let it slide.
That is so poor. They found some scrag ends of cheese for me and I was disappointed with them.
I only paid an extra 300GBP to fly First instead of Business which would normally be a good deal but in this case it wasn't worth it.
I doubt that I will fly BA First again.
On my return flight I was in Club suites for the first time.
The service in Business was superior to my experience in First. Unlike in First the attendant called me by name and was attentive. My choice of food was available.
The cheese plate was much better than what I was given in First, and that was after I had already had a very tasty chocolate fondant dessert and so was told that I would only be able to have cheese if there was any left after other passengers had been given a chance to have some.
I really liked the Club Suites hard product, food and service, and will book it again. I will also continue to actively avoid the ancient Club World sardine seating.
I’m really not surprised to hear this BA 777 LAX - LHR was terrible even in first class and to be honest I’ve given BA too many chances if I need a transatlantic flight I’ll be going on virgin or a gulf airline from Australia
Had a very similar experience to this on a different Newark to Heathrow flight in January (different 777-200: this one had no doors on the First cabin seats but the new Club with doors).
It was my first time flying First and I was really looking to being pampered, but the service felt significantly worse than the American flight in Business I took to get there. No-one offered to do turn down and I...
Had a very similar experience to this on a different Newark to Heathrow flight in January (different 777-200: this one had no doors on the First cabin seats but the new Club with doors).
It was my first time flying First and I was really looking to being pampered, but the service felt significantly worse than the American flight in Business I took to get there. No-one offered to do turn down and I struggled making the bed with no help (and no-one obviously around to do so). Even little things like getting given a bottle of water for the overnight bit didn't happen (it used to in Business). The people serving just seemed out of their depth. Considering there were at least two cabin attendants for about 8 people I was pretty surprised.
My criticisms of BA in the past few years, both in CW and First, has more to do with getting to the plane. More than once we had to bus it to the plane from Terminal 1, meaning hauling your luggage up the stairs having been crammed into the bus (literally), so arrival in first was not happy. They can't do anything about it of course, but tried to calm me down. This was the...
My criticisms of BA in the past few years, both in CW and First, has more to do with getting to the plane. More than once we had to bus it to the plane from Terminal 1, meaning hauling your luggage up the stairs having been crammed into the bus (literally), so arrival in first was not happy. They can't do anything about it of course, but tried to calm me down. This was the LHR-JFK run, BA's cash cow, where you would think there would be every effort to make things run smoothly. No way. Meanwhile, in first, where you can order dinner at any time you want, I always request dinner 5 hours after taking off at about 6PM (it handles jet lag much better). There has never been a problem there. The food has become a little fru-fru in the last year or so, but I anticipate more normal fare in the future.
Excellent review and I do hope the CEO of British Airways read this. It’s his responsibility. Adding to this, I feel that service has declined in airlines lately. Staff seem indifferent, treat passengers with a minimum effort and then haste to sit down with their colleges hidden behind the curtain eating and drinking themselves even on short flights. The better airlines now in my opinion are Air France and Iberia .
I’ve been told BA used to have a seniority based system when it came to allocating working positions onboard. Apparently that was scrapped after Covid and now relatively inexperienced crew can work in there now. Clearly not the best commercial decision Looks like that’s what happened.
I am sorry you had a bad experience and I am sorry my colleagues (and one of their moms) reinforcing your complaint by their responses on here. I hope those of us that do care get to meet you again sometime.
I have to say, I have flown BA btw NYC, BOS and LHR for many years (still do) and I can remember only one flight in First that had crummy service. It turned out that they had staffed this plane with young, not-long-haul-experienced crew. Most of the time I think it's exemplary.
Maybe the crew didn’t engage with as much as you would like due to the fact you’re clearly scrutinising everything they do and reviewing every move. I’d want to be as far away from you as possible and if possible ignore you completely. You do really need to find a new hobby and stop picking on over worked and underpaid members of staff. THEY OWE YOU NOTHING!
Oh but you're wrong Ryan.
We do owe the customer a great deal more than nothing. I don't particularly care for some of the changes in people over the last few years and I think in many ways the service could be adjusted to meet a new breed of traveler but either way - you don't understand what impact these bloggers have or the nature of high end service industries.
You are really unhinged.
Ryan, you're menopausal. Come back after the hot flushes have stopped, m'kay? If you had anything positive to say it would be different, but you just took up your own miserable time to criticise. Shut up already.
Issues may happen in the galleys in regards to ovens, hence why the service may have been slow. Most meals are already prepped and the presentation is how they are delivered from catering. Holding a bottle of champagne by the base isn’t practical for working on a flight. A better grip is needed to keep another hand free for things such a turbulence and the crew members safety. There’s no possible way a crew member...
Issues may happen in the galleys in regards to ovens, hence why the service may have been slow. Most meals are already prepped and the presentation is how they are delivered from catering. Holding a bottle of champagne by the base isn’t practical for working on a flight. A better grip is needed to keep another hand free for things such a turbulence and the crew members safety. There’s no possible way a crew member left your bedding in that manor, you have CLEARLY already sat on it. It’s nice that you can afford to fly in First when the crew serving yourself would NEVER be able to afford such a luxury. How about stop moaning and coming after some of the lowest paid people in the service industry. You look like you arrived in one piece, slept, drank and no doubt gained some avios points! The crew are there for your safety and prepared to put their insignificant lives at risk to save your awful self. Judging by your patronising and condescending remarks in this blog you, don’t deserve to be called by your first name or given any special treatment at all. I’m sure the crew already made a name for you but wouldn’t like to offend such a well traveled first class bully. You paid for a seat and your travel. Not to be brown nosed and sucked up to for 6 hours. One of those seats cost more than half of a full time flight attendants salary. Do you criticise and comment on every poorly paid person that’s doing their best? Maybe you should be addressed as Karen in future and pour your own champagne just the way you like it.
Completely agree with this! My daughter worked for British Airways and entitled people such as this man are all too common. Who do you think you are? Look at the state of the world and here you are blogging about how champagne was held or how your salmon was plated. I’m sure you ate it non the less! The crew are treated and paid appallingly not only by British airways but by entitled customers such...
Completely agree with this! My daughter worked for British Airways and entitled people such as this man are all too common. Who do you think you are? Look at the state of the world and here you are blogging about how champagne was held or how your salmon was plated. I’m sure you ate it non the less! The crew are treated and paid appallingly not only by British airways but by entitled customers such as yourself. Maybe focus on the important things in life! Or failing that just stay at home and bore someone else with your petulant whining. I doubt you have a partner but if you do I’m sure they’re just as sick of you as much as everyone reading this blog. Why don’t you fly economy and donate some of your first class budget to turkey, Ukrainian, cancer research? People should have to put up with people such as this. Get a life.
Your comment is appalling. Lucky does a fantastic job. You should be the one not reading his blog and leave him alone.
How is it entitlement when you are paying for a premium service. Whether paid for with cash or miles, you expect a certain level of service for this type of flight. It isn't Southwest or RyanAir. When an airline markets a transcendent experience, it is on them to deliver one. When they don't people are going to take issue. I'll donate to all of those causes for you to go away. Enjoy coach
Stop your virture signalling. Who he thinks he is is a First Class passenger on British Airways. Either read the room or write your essay on social justice somewhere else.
Though there are aspects of this which are lazy/forgotten such as the cutlery facing the wrong way, the plastic pot on the starter, the turndown service etc.
I do think you come across condescending when you state: ‘To be clear, I don’t really blame the crew for this. It’s clear that they just hadn’t been trained in premium service. British Airways has made major changes to its labor contracts in recent years, screwing over...
Though there are aspects of this which are lazy/forgotten such as the cutlery facing the wrong way, the plastic pot on the starter, the turndown service etc.
I do think you come across condescending when you state: ‘To be clear, I don’t really blame the crew for this. It’s clear that they just hadn’t been trained in premium service. British Airways has made major changes to its labor contracts in recent years, screwing over many of its veteran flight attendants. In terms of investing in labor, you get what you pay for, and this flight reflected that.’
There are many of us who are more junior in the company but pride ourselves on an excellent standard in every cabin, including First. Many ‘veterans’ as you put it, don’t necessarily even work in First. This is a sweeping statement, which you know nothing of or the people who served you.
If there were indeed 5 people on the overnight flight, all wanting to eat ‘asap’ then you have to understand things take time, it is not instant fast food. Also the people moved into First at the last moment could be anyone, you’ve assumed staff but they could also be people late leaving the lounge, last minute customer service upgrades, who knows - you don’t.
can i just say, there are people dying in this world. and you're worried because someone poured champagne from the bottle holding the neck and because you didn't enjoy the way the salmon was placed on the plate. you're also annoyed because they took a while to get your meal to you. THEY'RE THERE FOR PEOPLE'S SAFETY BEFORE ANYTHING - THERE COULD'VE BEEN A MEDICAL EMERGENCY ELSEWHERE ON THE PLANE ?!!?! get a life!!!!!!!!!! get a job!!!!!!!!
Perhaps if you'd paid more attention to grammar and punctuation you'd come off as an adult. As it is, you're a whining little brat. Time for your nap.
No experience with BA First or Business. LHR is the worst airport I have transited through with extremely rude staff (and not to mention very long lines). I avoid the airport, period.
I don't understand why the reviewer was surprised at the service indeed. It's BA! That's par for the course..
A friend just flew same route in business. She had the exact same take: nice seat, terrible service. ♂️
Exactly the same impression I had in first class with BA from Heathrow to Atlanta. So accurate what was described, particularly about how so not first class material the crew was even though they were nice in general.
I feel sad seeing this comments , sadly not crew fault but the company (whoever is that person who take stupid decisions) and they believe premium its cheap and no training. Hopefully someone will do some clever changes at some point. As BA can be ridiculous good if would be more care.
They didn't hold the champagne bottle correctly is the best 1st world problem I've ever read on a flight review
YOU ARE ABDOLUTELY RIGHT....
BA tries but attendents NO...
unfortunatelly
they must like their works.
otherwise , let newcomers in...
CUSTOMER IS ALWAYS RIGHT.
BA has been on a downwards spiral ever since Walsh, and then Cruz were put in charge. They both treated staff appallingly, and never game them the proper tools to do the job properly. Erratic at best, appalling at worst, BA talk a good game, but they will never be close to airlines like Singapore, ANA, or EVA Air. I think its a UK wide phenomenon, where service standards have declined across the board, be...
BA has been on a downwards spiral ever since Walsh, and then Cruz were put in charge. They both treated staff appallingly, and never game them the proper tools to do the job properly. Erratic at best, appalling at worst, BA talk a good game, but they will never be close to airlines like Singapore, ANA, or EVA Air. I think its a UK wide phenomenon, where service standards have declined across the board, be it tradesmen, shop staff, the utility companies etc....where the aim is to gouge the customer for as much as possible whilst providing the customer with the bare minimum. As with Virgin, far too much hype, and not enough substance. Maybe its cultural - such service would never even be contemplated by Singapore Airlines, even in Economy. I'm old enough to remember BOAC, which was a lot better than BA have ever been. Sadly, I see no sign of any change coming in the future - certainly not under this management. I don't blame the crews, the whole BA ethos is second rate, and they won't improve until those at the top improve THEIR attitude and enable their staff to provide the service they would like to provide.
Well said Tony Livingston. The French have a saying " The more it changes,the more it is the same". Your comment on almost all facets in UK re service excellence is a good summary of present day living standards. Perhaps the sun is setting on the British Empire ? !
I too remember well the World Class BOAC standards....But haven't set foot ob a BA plane or UK in more tham a decade.
British Airways premium....be it business or first class is crap. They are some of the most expensive tickets, but their service and attitude is horrible every time I have flown them. And they treat passengers of color differently. I've seen the interaction on flights with other caucasian passengers and me, and other brown folks, especially on their flights to India.
If I had a choice, I'd fly any of the ME or Asian airlines, and not BA
You are spot on. I too have felt this several times on paid or award flights. My personal read is "they" are angry that the Subjects of the past Empire have started to literally owning more & more of !!!!!
Sadly they sacked all the experienced crew with the Covid excuse and the new staff have absolutely no idea
I would never address a passenger by their first name whichever cabin they’re sitting in unless they had previously asked me
Just travelled last week Business class ,Broken seat Horrendous service ,Delayed , Transfer from Terminal 5 to 3 dissastor ,security check again Under staffed at LHR Missed connecting flight NEVER again BA and LHR
That does seem somewhat inferior, especially the entree of salmon and the turn down service. I have flown BA a number of times and although they are okay, it always appears to be a lack lustre experience. Agree with Singapore Airlines having a heart attack, recently I saw a programme on their cabin training and they were top notch. I think BA needs to up its game to fly with the more prestigious airlines, especially First Class.
Interesting article and comments. When choosing an airline with my money I never chose BA, and I am British. Sacking the Legacy staff has only resulted in hit/miss service, the food was shocking on my last flight with them (GIG - LHR), and then if you have an issue, who you gonna call? They are not worth the risk to your health. People are still fighting for covid refunds, why? AF and LX are far superior.
Disaster. Despite of being gold for years I am actively avoiding BA.
Back in September I flew LX SIN to ZRH and I had the rudest hostess I've ever experienced and this was in business.
I have had the exact same experience with BA first and business class post-covid. Even though I’ve been gold for many years, at times in club or even first nobody even comes to say hi. I got to know a few veteran crew over the years and sadly these are the people BA has let go, filling the void with much more inexperienced staff. BA should realise that their crew (and their famous friendliness/ professionalism)...
I have had the exact same experience with BA first and business class post-covid. Even though I’ve been gold for many years, at times in club or even first nobody even comes to say hi. I got to know a few veteran crew over the years and sadly these are the people BA has let go, filling the void with much more inexperienced staff. BA should realise that their crew (and their famous friendliness/ professionalism) is the airlines greatest asset and should treat them as such!
Exactly my experience!
Be thankful you can even afford to do this to begin with, especially in the current climate.
We/I don't have to be grateful to anyone that we can fly Premium class. We earned it and EXPECT commensurate service & goods. It is our perspiration that paid, no largesse from anyone.
I flew F with BA last year to MEX return , first time since the pandemic, I was absolutely gobsmacked at the decline in service, staff where clueless, it was like it was their first day on the job. The one thing that stands out about this flight for me was, when asked what I would like for a pre take off drink, I asked for a glass of LPGS, and the flight attendant looked...
I flew F with BA last year to MEX return , first time since the pandemic, I was absolutely gobsmacked at the decline in service, staff where clueless, it was like it was their first day on the job. The one thing that stands out about this flight for me was, when asked what I would like for a pre take off drink, I asked for a glass of LPGS, and the flight attendant looked at me with a puzzled look on her face and asked me is that a craft beer. The rest of the flight was not much better
The new post-Club Suite BA is still very middle of the pack when it comes to European airlines all things considered. Like B-/C+ level. (For comparison the old pre-Club Suite BA was hot garbage. A D-.)
Sooo..... nothing changed at BA in the air?
Without being accused of (a very British thing) snobbery or elitism, you are being served in First class by coach-type people.
Sure, they can be trained up, but at the heart of it they are very middle class people with attitudes to match.
There has never been a service culture in the UK, where 'near enough is good enough'. Always has always will be.
I would say its very rude to talk about someone background, that say a lot about yourself. Anyone can deliver a good service if properly trained to deliver either airline/ hotel services.
We should not judge the people class in the day we live in. Think 2 before.
I would say its very rude to talk about someone background, that say a lot about yourself. Anyone can deliver a good service if properly trained to deliver either airline/ hotel services.
We should not judge the people class in the day we live in. Think 2 before.
You echo my experience on BA in F LHR-MIA. I asked for the expedited meal service & it took nearly 2 hours! The FA were inattentive -- American Eagle flights have much better FA's in F (seriously).
I blame the crew... they should know better, if it was this bad, they have no business working in first class..... they would be sacked on other premium airlines....
The minimum requirement would be to know how to set the table (check the knives).
A Singapore Airlines flight attendant probably would have had a heart attack watching these people perform their duties.
LMAO!! That's funny...and true!
People need to take pride in their work...this is very sad.
That's hysterical! Looks like someone was sleeping in your seat before you had a chance to even lie down! hahaha!
Nooooo. The CEO of BA needs to call a meeting to discuss this!
No words.
"They" will then the passenger expecting "SERVICE" above & beyond what they are delivering. I voted with my wallet a long time ago.
Didn't they mix short-haul crew with long-haul crew a while back in order to save costs? If I recall, they basically mixed all crews which was a huge pay cut to the long haul crew which as I understand needed to have a certain amount of seniority before ever being allowed to work long haul. Specifically for the first class crew there were previously a different level of crew that could be qualified to work...
Didn't they mix short-haul crew with long-haul crew a while back in order to save costs? If I recall, they basically mixed all crews which was a huge pay cut to the long haul crew which as I understand needed to have a certain amount of seniority before ever being allowed to work long haul. Specifically for the first class crew there were previously a different level of crew that could be qualified to work in the front. As I understand they removed all of that and just mix and match crew from anywhere. This is not the first or second report that I've read where the meal service takes two hours to get going. One flight report I read was about 3 hours before the appetizers started on a transatlantic flight. That's unacceptable. It's so sad but this is what happens when bankers run companies.
Yes this is true. It's why many people left, as the separation worked better for some people. Many experienced long-haul staff did not live in London and just came to do their rotations each month before going back home. Many short-haul staff similarly preferred only to do the short-haul hops so they could be with their families more. None of this is possible now and yes this also means it effects the service because there...
Yes this is true. It's why many people left, as the separation worked better for some people. Many experienced long-haul staff did not live in London and just came to do their rotations each month before going back home. Many short-haul staff similarly preferred only to do the short-haul hops so they could be with their families more. None of this is possible now and yes this also means it effects the service because there are two very different service modes between short-haul and long-haul and they're being sometimes serviced by people not equipped to service certain modes.
I agree the service on BA has taken a downhill turn, but not necessarily the fault of the crew. Yes training is the key to a first class service regardless of cabin. I remember the early days working in First Class on a 747-100 when there were 4 of us for 27 passengers. The service was always from a trolley with carving at the gueridon.
I have a feeling BA are still short of crews and will put those that have been flying the longest in First regardless of training.
Ben, I laughed out loud at your photo of how the the salmon was plated but was shocked by the photo of the turn down. That's embarrassing. I'm flying that leg in a few weeks time and will eat in the lounge and drink the Grand Siecle on the ground, take a pill and hopefully sleep for a few hours. I know, however, that my partner will want to eat in the lounge and on the plane...
I flew BA first to and from London last month from Dulles and earlier from Dulles to and from Johannesburg in July last year. Service was very good in my experience. Was greeted by name, turndown service was superb, and meal service was reasonably efficient. Maybe just spotty service as mentioned elsewhere?
I’ve experienced very slow service on several flights in First in the last year. When they reduced the cabin size to eight seats, they also reduced the crew to two. One person is typically in the galley doing preparation, and the other serves. Having two people is simply not sufficient to serve with any pace. That’s not a big deal on westbound day flights, but it creates a huge problem if you want to get...
I’ve experienced very slow service on several flights in First in the last year. When they reduced the cabin size to eight seats, they also reduced the crew to two. One person is typically in the galley doing preparation, and the other serves. Having two people is simply not sufficient to serve with any pace. That’s not a big deal on westbound day flights, but it creates a huge problem if you want to get rest on a short eastbound flight.
I can cope with hit and miss food and uninspiring service, but the pace of service is very off-putting these days.
I flew First last year. LHR-JFK and JFK -LHR. I was impressed by the kindness and speed of the service. All the staff were kind and asked me several times if everything was okay.Jsually I Fly in Club but First Class those times has bene excellent
I have 2 comments. First being that I've had this very same experience on Emirates. The cabin was not close to full, and my turn down was that I was handed my duvet and pillow from the overhead bin by the crew. We also had to actually ring that call button for a second beverage!!
My second comment comes from me being a flight attendant of over 35 years. However I'm on a domestic...
I have 2 comments. First being that I've had this very same experience on Emirates. The cabin was not close to full, and my turn down was that I was handed my duvet and pillow from the overhead bin by the crew. We also had to actually ring that call button for a second beverage!!
My second comment comes from me being a flight attendant of over 35 years. However I'm on a domestic carrier.
I know for a fact that when the cabin is not full, or just half, we get a certain complacency about the service. We either feel like we don't want to be a bother to you passengers, or we just feel so entitled to a break! just being honest here!
I do a great first class service and my longest flight is cross country...USA. I always ask what name they preferred to be called (it's our policy to use first names) and I seem to never sit down. Not for long anyhow!
It's sad to hear of this international flight experience. Someday I will get lucky enough to see firsthand!
I am not so sure that I like the "Policy of using first names" (unless you are Southwest but then you'd have no First Class). I actually wonder which airline you work for... Alaska, maybe ? None of my business, really, but having been a FA for Air France on B707s (and NO, these did not have propellers... but just) I, like you, see the service with both views. First names in my time were...
I am not so sure that I like the "Policy of using first names" (unless you are Southwest but then you'd have no First Class). I actually wonder which airline you work for... Alaska, maybe ? None of my business, really, but having been a FA for Air France on B707s (and NO, these did not have propellers... but just) I, like you, see the service with both views. First names in my time were unthinkable, but then we served full meals between Paris and London. Things change.
I remember in 1972 being served in First Class a delicious hot breakfast onboard an Air France Caravelle, during a short hop from Brussels to Orly. The immaculately groomed steward and stewardess graciously served the meal without ever appearing rushed - and I even had time for a second cup of the best coffee I'd ever tasted.
Had a very similar experience recently (no major issues, just a lot of smaller ones accompanied by a lack of care) and it really ruined the flight.
I've always enjoyed BA, but there is definitely an issue with consistency, and that has to be a reflection on management.
It's apparent that there's no quality control and that's a big problem because a lot of people would rather have reliably average service (in itself not...
Had a very similar experience recently (no major issues, just a lot of smaller ones accompanied by a lack of care) and it really ruined the flight.
I've always enjoyed BA, but there is definitely an issue with consistency, and that has to be a reflection on management.
It's apparent that there's no quality control and that's a big problem because a lot of people would rather have reliably average service (in itself not a suitable bar for First) than wondering whether it'll be good or bad.
For me, the only really good BA flights were BA 1 and 2, whether the Concorde or the A318 from LCY.
BA just isn't a consistent airline. If it wants to have the image of a premium carrier, something major network carriers like it and Lufthansa have tried to pass off and failed, it needs to do a lot more than run as though it is the large bureaucracy that it is. BA is a perfectly fine, adequate airline, with a solid, though unremarkable product and has been pretty much the same staid experience since it...
BA just isn't a consistent airline. If it wants to have the image of a premium carrier, something major network carriers like it and Lufthansa have tried to pass off and failed, it needs to do a lot more than run as though it is the large bureaucracy that it is. BA is a perfectly fine, adequate airline, with a solid, though unremarkable product and has been pretty much the same staid experience since it transformed itself from a bloated, state subsidized mess, to a private company in the 1980s.
Comparing BA and LH, I'd argue BA has a far better premium product than LH, more uniform, and with the potential to be further harmonized far faster than LH and its hodgepodge of cabins that are anything but premium.
BA charges 1/2-1/3 the price of AF in first on the IAD-CDG-JNB route.
Guess who I’ve flown on four trips in the last five months?. Hint: It wasn’t BA. Actually, I flew SWISS from LAX on Saturday (awesome crews!) and I’ll be on AF for the flights home.
BA will never up its game in FC, and their prices seem to reflect that.
Consistency of on-board service has been a problem with BA for many years. It all depends if you get a ‘good crew’. There shouldn’t be such a thing as a good crew or a bad crew. There should be a consistent high standard of service.
Unfortunately you can’t expect premium service in premium cabins anymore. Since that customer service genius Willy Walsh slashed cabin crew pay and conditions, you essentially get Pizza Hut staff in designer uniforms.
The highlight of flying BA is the food, drinks, CCR. I think the EWR/JFK-LHR flights with their timing and short duration just get apathetic crews who, as Ben points out, aren't trained in fine service and provide lackluster service, and hope everyone falls asleep so they can read a magazine in the galley. Some crews make the effort and can be wonderful, but it's a rarity on BA on this flight segment (IME).
If BA could get some degree of consistency in service delivery they could be one of the best airlines out there.
I fly BA regularly in the premium cabins (mainly Club) and I have had the BEST crew I have ever had on an airline and also the WORST. They just seem to be at one extreme or the other.
I wonder how many of the comments are based on actual experience in F on BA. And, of those with actual experience, how many are based on regular/multiple experiences as opposed to one or two flights. I typically fly long-haul F on BA between 4 and 8 times a year. In-flight food is nice . . . certainly not as nice as certain premium names we know and love. But, it is absolutely better than...
I wonder how many of the comments are based on actual experience in F on BA. And, of those with actual experience, how many are based on regular/multiple experiences as opposed to one or two flights. I typically fly long-haul F on BA between 4 and 8 times a year. In-flight food is nice . . . certainly not as nice as certain premium names we know and love. But, it is absolutely better than any food on a US-based carrier. Had breakfast in the Concorde Room this morning . . . if I could only share pictures . . . the quality of the food and the service was very good. As for in-flight service, in the past, I've had super service. But, currently, it is hit-or-miss. During COVID, many senior FAs retired or simply left. They have been replaced by newer, inexperienced FAs. I agree with Ben that it's a matter of training.
Not knowing what the price difference between this seat and the J seats, I can only surmise that it appears to be a better value proposition to fly Business Class. Although the seat is larger, the food looks pedestrian and not special and the service more in line with the Business Class cabin. With such marginal differences, I’d pass and save the money or miles.
This is kind of like bad service at a restaurant: it depends on who you get. I don't necessarily think titling the post with "bad service" helps anyone. We will all most likely never have the FA's you had on your flight, so I am more interested in the hard product and all the other aspects.
Yes, all the errors you point out are real and not good. But I recently fly BA F on...
This is kind of like bad service at a restaurant: it depends on who you get. I don't necessarily think titling the post with "bad service" helps anyone. We will all most likely never have the FA's you had on your flight, so I am more interested in the hard product and all the other aspects.
Yes, all the errors you point out are real and not good. But I recently fly BA F on LHR-IAD on the 777 and none of these errors occurred -- does that mean I should extrapolate that BA has the BEST service? Of course not.
Typical BA. Sometimes awesome, sometimes crap. Been like this as long as I’ve flown them past eight years, first, biz long haul, and biz in EU. so nothing new. In general seems if it’s young staff in first long haul, they’re not trained.
Big question to me is, was this a refurb 777-300 or a newer one delivered w/new first class already installed?
BA Service has never been good. It's neither warm, casual and friendly nor slickly formal. The general vibe is on a spectrum of snootiness to indifference.
BA service in F did used to be very good even five years ago provided you got an experienced crew (speaking as a GGL, which is BA’s equivalent of CK/GS). The problem is all these crew are now gone - BA was actively trying to replace the experienced and very expensive crew on legacy “Worldwide” contracts with cheaper “Mixed Fleet” for years. Many left pre-COVID and the remainder left during COVID which BA used as...
BA service in F did used to be very good even five years ago provided you got an experienced crew (speaking as a GGL, which is BA’s equivalent of CK/GS). The problem is all these crew are now gone - BA was actively trying to replace the experienced and very expensive crew on legacy “Worldwide” contracts with cheaper “Mixed Fleet” for years. Many left pre-COVID and the remainder left during COVID which BA used as an opportunity to get rid entirely of the expensive separate Worldwide fleet. As a result, most F cabins now seem to be served by 21 year olds who have no idea what they are doing. BA longhaul service is increasingly on par with US airlines, which is to say avoid if you have any other option.
Yes that is definitely the reason for the lack of polish - I have friends who worked for BA and left during that period. A partner of a friend is working at private jet charter company and some of her colleagues are experienced BA staff that used to do F service.
I wouldn't say BA is the standard of US airlines though still though considering the other investments in product, but generally I don't choose...
Yes that is definitely the reason for the lack of polish - I have friends who worked for BA and left during that period. A partner of a friend is working at private jet charter company and some of her colleagues are experienced BA staff that used to do F service.
I wouldn't say BA is the standard of US airlines though still though considering the other investments in product, but generally I don't choose BA when flying long-haul especially when flying east from the UK where there are much better options.
I'm sorry but even with the marginal improvements to the seats it's still one of less desirable F seating in the world. Seating is cold with no "hey you're in first class" !!! Last flight we were in first going over and business returning with service in business superior, having said that BA business seating is also miserable, we have found that reserving cross isle seats the best travel for us. Frankly Aer Lingus business...
I'm sorry but even with the marginal improvements to the seats it's still one of less desirable F seating in the world. Seating is cold with no "hey you're in first class" !!! Last flight we were in first going over and business returning with service in business superior, having said that BA business seating is also miserable, we have found that reserving cross isle seats the best travel for us. Frankly Aer Lingus business seat is superior to BA First.
Sorry folks I have too many hours in those seats.
I’m flying first lhr to sea on March 30 as a bday treat. I hope it will be nice!
I’ve also noticed service has been hit and miss both on short and long haul post pandemic. They have been using crew from other hubs and staff from Iberia while they complete recruitment of new staff. BA are having the same problems as Virgin in recruitment and retention, I hope things settle down.
“Having the same problems” = “not paying enough money”. FA’s based at Heathrow who don’t live literally next door have to work half a shift just to cover the cost of getting to work and back. Not surprising that the most competent ones have decided to move abroad, or to a different industry entirely…
Just flew last week from LHR to IAD, love the new seats and layout. Crew was super as well.
EWR? I was looking forward for the lounges in terminal 8
I’ve only used T8 once for JFK-LHR. I found it a markedly less pleasant experience than the old BA terminal. Security was a zoo, even using the “express” lane. All staff throughout the terminal had that typical AA attitude of “I’m miserable, so why shouldn’t you be?”
The Soho lounge is vast and soulless. Food quality is AA’s finest. I didn’t visit the other two lounges; (I understand one is windowless). The refurbed BA...
I’ve only used T8 once for JFK-LHR. I found it a markedly less pleasant experience than the old BA terminal. Security was a zoo, even using the “express” lane. All staff throughout the terminal had that typical AA attitude of “I’m miserable, so why shouldn’t you be?”
The Soho lounge is vast and soulless. Food quality is AA’s finest. I didn’t visit the other two lounges; (I understand one is windowless). The refurbed BA lounges in the old terminal were more stylish and more intimate.
If luxury is mainly about tranquility and privacy, the shift to T8 is a sharp turn in the wrong direction.
Paging Endre - as a regular first class flyer, paid tickets and not on points or tricks, I think his input here is essential.
@Matt
Ben just saved Endre $6500. Those still look like business class seats. I’m surprised Ben didn’t throw BA under the bus here. The article was rather neutral.
How old were the crew who served you in F? If they were very young they may never have had any hospitality experience before joining BA.
I also believe Air France have a dedicated La Premiere crew. They know everything about the food, wine and can assist with additional enquiries related to ground service. It’s what you would expect when dealing with just four passengers.
So should the passenger be refunded "equivalent" discounts ?
Good to see their first class seat can almost match the best business class seats in the world!
BA should probably follow AA and just market F as "Business Plus" or "Business Cabin Extra".
I find BA crews to run very hot and cold. I had an absolutely delightful flight NRT-LHR as the only one in F with two cabin crew and the cabin service director taking great care of me.
In contrast, I was virtually ignored on a full 380 to IAD.
But did you feel safe? After all, FAs and their unions keep telling us that "safety" is their primary job...service isn't.
Newark? I thought you were reviewing the new JFK lounges??
@ Chris W-- Worry not, you're getting a little of everything. I was supposed to fly JFK-LHR, but last minute the plane was swapped, and the 77W ended up flying EWR-LHR instead. So you'll get reviews of the Greenwich, Soho, and Chelsea lounges at JFK, plus the BA lounge at EWR.
How did you review the lounges at JFK if you flew out of EWR though
If the swap was truly last minute, Ben could plausibly have done the lounge reviews with a BP at JFK, gotten the notification of the swap and canceled/rebooked onto the EWR flight (maybe with a day change).
Goodness. I recently flew F from YVR to LHR on a 777 with the new seats. I had an absolutely amazing flight with service which was flawless. My turndown was perfection and when I got up to use the lav mid flight there was a fresh bottle of water and my bedding was straightened when I returned to my seat. The attentive crew noticed I wasn’t sleeping and brought me a lovely pot of tea. Sorry you experienced what you did. Inexcusable.
I haven't been trained in First Class service, but i can assure you I'd have more pride than to think that turndown was acceptable! That's just a total lack of care.
Sadly this is a Willie Walsh legacy - like many Irish CEOs, he cared only about destroying the finesse and pride of the (well paid) well trained people on the front line. Maybe that's part of the reason they can no longer fill 14 First seats?
Did Willie train Alan Joyce? Might explain what he's done to Qantas.
Why the racist comment? It's got nothing to do with nationality.
Worse first service than TAAG Angola?
Yes I’m being pedantic, but it does say a lot that I have to be pedantic to find an airline with worse F service than BA.
@ Willmo -- Hahahah, I've erased those flights from my memory. Let me update the post to reflect that.
The bed reflects how eager the crew was for passengers to just get off the plane asap.
.... Or to have the passengers go to sleep NOW so they will not be BOTHERED by requests for X Y or Z ?!