In October 2024, British Airways cut catering in premium cabins on many of its long haul flights, claiming it was due to customer feedback (but of course!). Well, the airline is now fully rolling back these negative changes, which is good news for travelers.
In this post:
How British Airways modified inflight meal service
To start, let’s cover the basics of the changes that British Airways rolled out in October 2024, for long haul flights, including in business class:
- British Airways introduced brunch on more long haul flights, in lieu of lunch; with these changes, on flights up until 11:30AM, the airline would primarily have breakfast options on the menu, with things like omelets and pancakes
- British Airways replaced dinner with supper on many flights departing after 9PM; so rather than getting a full meal, customers would instead get things like salads, sandwiches, and cheese plates
It’s pretty obvious that this was a cost cutting initiative. Obviously most breakfast dishes are cheaper than lunch dishes, and serving less food is cheaper than serving more food.
There are situations where airlines can cut costs without it necessarily being terrible for customers. The problem is, these changes made no sense. For example, on a flight scheduled to depart at 11AM, most passengers aren’t going to actually be eating before 12:30PM, or so. Do people really want pancakes and omelets at that hour? I don’t think so…
Similarly, on late night flights, there’s nothing wrong with offering the choice of a lighter option, but that shouldn’t come at the expense of passengers having access to a full meal. After all, keep in mind that with a 9PM departure, many people may not have time to have dinner before the flight.
British Airways backtracks on negative service changes
While British Airways claimed that the initial service changes were made due to customer feedback, the feedback for these changes ended up being anything but positive, from both passengers and flight attendants. As reported by PYOK, British Airways is now fully backtracking on these meal service changes.
In recent weeks, we’ve seen British Airways progressively eliminate the brunch concept, once again introducing lunch on flights departing earlier. Now as of February 2025, we’re seeing British Airways eliminate the supper concept, restoring a full meal service on late night flights, including short transatlantic flights from the East Coast.
Customers will no doubt be happy to see these changes. This is also a good reminder of how providing feedback to airlines can make a material difference in the service they offer. Obviously British Airways thought it could get away with these changes, but with the feedback the airline received, that didn’t turn out to be the case.
Bottom line
After just a few months, British Airways is fully backtracking on its meal service changes. In premium cabins on long haul flights, British Airways will no longer have an extended brunch window and supper service. While the airline tried to pass this off as being due to customer feedback, the reality was anything but…
Are you surprised to see British Airways backtracking on these changes?
Flew BA Abu Dhabi to Heathrow return - out 29th October 2024 return 5th November.
They provided this abject service, (brunch/light meal), both ways. on the return I expressed my disappointment with the crew who advised they had received nothing but complaints about it - but they believed it was going to be changed back.
As an EC Gold Card holder I can safely say they did not consult me on this nor do I...
Flew BA Abu Dhabi to Heathrow return - out 29th October 2024 return 5th November.
They provided this abject service, (brunch/light meal), both ways. on the return I expressed my disappointment with the crew who advised they had received nothing but complaints about it - but they believed it was going to be changed back.
As an EC Gold Card holder I can safely say they did not consult me on this nor do I know of anyone who was daft enough to ask for this - suspect strongly it was an awful cost cutting concept.
As I communicated to the crew, I would never use BA again based on this egregious act and am happy to report I bever have since nor has my family - much better airlines available for similar or lower prices.
I last flew BA First in Feb, 2024. I had a broken seat outward and failed to get my first choice main course in both directions. I complained and got a paltry amount of Avios as compo. They also promised to engage with me. This engagement took the forum of being bombarded with all their questionnaires. I cannot remember now because it was longer ago what the question(s) asked that possible replies could allow BA...
I last flew BA First in Feb, 2024. I had a broken seat outward and failed to get my first choice main course in both directions. I complained and got a paltry amount of Avios as compo. They also promised to engage with me. This engagement took the forum of being bombarded with all their questionnaires. I cannot remember now because it was longer ago what the question(s) asked that possible replies could allow BA to claim it was in response to customer feedback the introducing of smaller meals, but it was something along the lines of meal choice on late departing flights and whether you always ate them or ate in the lounge. I do know what the question asked was that then enabled them to also claim the recent BAEC tier point change was as a result of customer demand. That was to ask questions in regard to crowded lounges and allowed you to make suggestions. Well they cured the crowded lounges (and managed to blame it all once again on customer feed back) as going forward nobody will be able to earn enough to reach silver, let alone gold unless you are already in one of the GfL or higher levels. My BIL who is GfL has just flown Emirates for the first time. He's already said it won't be his last ... he's exactly the sort of customer BA can ill afford to loose.
I am happy they have changed the policy as we have booked to fly Club World in April and at the time of booking they sold the seats with a full service. Failure to provide the advertised service would have resulted in compensation claims.
We personally emailed the CEO expressing our displeasure, as many other customers did.
People power does work.
I have flown 3.5 million miles in my career. Unless there are no other options I would never, ever fly British Airways. Their management is incompetent. Their concern for their passengers negligible. I would love to be a fly on the wall of a ba board meeting. No brunch for these jokers I am sure.
Yeah and Alex Cruz said we wanted to get rid of economy inclusive meals and drinks on shorthaul. Who voted to buy a can of beer for £5 plus .
And BA could have got some credibility back by saying that”we have listened and restored the original service”. BA must be the worst airline in the world in terms of engaging with and communicating with Customers
I loved BA and traveled with them exclusively US to London for many years. It was always 1st rate to me, last year they cut my flight last minute offered me another flight where I would arrive 3 days later. Which was not acceptable on a 6 day planned trip luckily they were able to get us on Virgin. The food, drinks and service were always good on BA. I still would have them as my 1st choice! Penny pinching is never good. Customer Service always appreciated
Too little too late - BA started with this, then messed with the Exec Club and have put prices through the roof - I've booked three business class flights with AirFrance already this year - they showed their colours and their aim was to cut costs whilst charging a premium - no thanks
Odd, as Air France are almost always more expensive for business class!
I'm astonished at the stupidity involved in bringing in the original cuts in the first place!
I remember many years ago that American Airlines took a member of staffs idea to remove one olive from the starter as a cost cutting idea - it saved a bundle of money and the staff member got a bonus of $60,000 based on the saving….
How about BA also take a customer survey on the crappy business class seats they have in older airfracts. Claustrophobic and resembles a coffin. WORST seats when compared to any global airline.
They know Larry. There’s a refresh program happening.
I would have hoped they would have prioritized the issue and fixed it. I have traveled from the US to London and onward to Asia on BA for several years. The London to Asia flights are dreadful. Get a horrible backache and sleepless travel.
"Due to customer feedback". Yeah, right. Screw the customer, then blame the customer. Victim blaming at its best.
I love to read all the comments on this blog. Serves as a good reminder of how much of human suffering is self created and self inflicted…
"Based on customer input/feedback" is the business equivalent of "thoughts and prayers". A way of pretending to care while distracting from the inattention and lack of action that truly is taking place.
What about the next time? Are you going to keep accepting at face value the bold faced lie that BA cuts services simply because it's what customers are demanding?!?! Maybe BA wouldn't be so brazen if the flying 'sheeple' actually stood up and called BS straight to their lying faces. You can do that, you know.
1. Shame BA on Twitter.
2. Fire off an email to management (not customer service)
3....
What about the next time? Are you going to keep accepting at face value the bold faced lie that BA cuts services simply because it's what customers are demanding?!?! Maybe BA wouldn't be so brazen if the flying 'sheeple' actually stood up and called BS straight to their lying faces. You can do that, you know.
1. Shame BA on Twitter.
2. Fire off an email to management (not customer service)
3. Bring it up with lounge staff (politely but firmly, of course)
4. Bring it up with cabin crew ( ditto )
5. And (heaven forbid!) call up customer service to complain.
Now imagine the cumulative effect if say just half of you did one or two of these things....
Vicious. For the sake of it?
We flew BA First class last February - SEA/LHR. The seat was AWFUL. Hard and uncomfortable (we were in a 767 I believe) and the food was pretty much what my husband calls "banquet chicken" - food obviously made for a large group and was bland, overcooked and pretty much just bad.
BA hasn’t flown 767s since November 2018.
At last, BA have listened to the most important people - the customer who keeps the whole operation going. I remember the glory days of BOAC and BA and the slow motion crash that has been occurring is just awful to see. Personally during the W Walsh catastrophe I moved to Asian fleets and VS, Cruz was just a disaster, but now we had the option of the ME3 as well. You see BA, treat...
At last, BA have listened to the most important people - the customer who keeps the whole operation going. I remember the glory days of BOAC and BA and the slow motion crash that has been occurring is just awful to see. Personally during the W Walsh catastrophe I moved to Asian fleets and VS, Cruz was just a disaster, but now we had the option of the ME3 as well. You see BA, treat your customer well and keep them happy you will get back loyalty that has recently been thrown away, - brunch-gate and air miles. I do have a BA club flight LHR to JFK coming up and am pleased that at least I will be fed!
It’s the same response that I got when I asked why they cut fresh roses in the bathrooms in first class. It’s hard to imagine customers complaining about having fresh roses in those ugly bathrooms.
Someone probably complained about a rotting 5-day old rose, which they took to mean remove all fresh roses…
BA has really gone downhill over the years. The food in economy is barely edible and they won’t even allow luggage for a one world sapphire. Service is terrible in all classes and it’s almost to the point where it is better to fly a US airline.
Of course it was blatant cost-cutting, and of course the customers hated it. Give the people what they want, and that ain't pancakes for lunch in Club on a ten-hour flight, or a sandwich when you've rushed to the airport from your late meeting before catching the last red-eye back to London.
BA was caught red-handed pretending they listen to customers and act accordingly. Obviously not. The propaganda machine did not work. The main reason was to press the lemon even further to increase profits. Customers for once got the upper hand.
Now they could listen and backtrack on the BA (Executive) Club program changes
That, also, was based on customer feedback...
Oh well, more annoying noise on night flights again :(
Is serving smaller meals that much quieter than larger meals?
Bring earplugs! :)
It’s one thing I hate about dine on demand — the plate scrapers and bangers who are incapable of eating without making a huge amount of noise. Ear plugs don’t block those noises.
The company which never made a mistake, never made anything …. I will report after my next LHR - DEN run.
Customer feedback? BA doesn't say it was a "majority" of customers -- So I must confess -- I was the 1 customer out of 3,021,414 that said no to full normal good food. So glad they listen to me :-) LOL!
I would love to see BA offer EITHER dinner or supper on late departures, or sort of an express style meal option. Though frankly, if it's like an 11pm departure, I would probably skip the dinner service full stop if it was a short flight.
Irrespective of the reversal in policy, when British Airways instituted the meal change, Management signaled that its priority was cost-cutting and not the long hoped for return to its former quality and elegance. After a decades-long relationship with BA, it has lost its differentiation and is simply a commodity provider of air transport to us. When traveling to America, rather than default to a non-stop from LHR, we'll connect in CDG.
Seriously?
Is that not like cutting off your nose to spite your face?
If UK based, surely connecting through CDG, is a long winded, time and expensive exercise?
We simply add a couple days holiday in Paris to each trip. Tough duty but someone has to do it. And, FB Platinum is far easier to maintain.
Plus, you can take Eurostar and avoid the duty on premium airfares out of the UK.
Connecting through CDG is actually quicker and cheaper for most people in the UK.
LHR isn't connected to the national rail network, driving to/from London always risks delays, and BA fly to fewer UK airports than AFKL. Even those based in central London can probably save time and hassle flying from LCY via AMS as opposed to taking a direct flight from LHR.
BA also tend to be more expensive than the competition for...
Connecting through CDG is actually quicker and cheaper for most people in the UK.
LHR isn't connected to the national rail network, driving to/from London always risks delays, and BA fly to fewer UK airports than AFKL. Even those based in central London can probably save time and hassle flying from LCY via AMS as opposed to taking a direct flight from LHR.
BA also tend to be more expensive than the competition for long haul flights in any class...so they're a lousy proposition even before you factor in their frequent struggles with IT, luggage, delays etc.
LHR is connected to central London (Paddington), via the Heathrow Express, and there is underground service connectivity from LHR.
Yes, Paddington can work but it only serves the West of England. Best case scenario, you have to go into London and turn around there. If you are coming from anywhere North of London, you're out of luck. The tube from Euston/St Pancras/KX to LHR takes about the same time as the 100 miles in the intercity train from Birmingham or Leicester, but it has no luggage racks or seat reservations, and you have to...
Yes, Paddington can work but it only serves the West of England. Best case scenario, you have to go into London and turn around there. If you are coming from anywhere North of London, you're out of luck. The tube from Euston/St Pancras/KX to LHR takes about the same time as the 100 miles in the intercity train from Birmingham or Leicester, but it has no luggage racks or seat reservations, and you have to cart your stuff around up and down platforms etc. A walk-up ticket for that intercity from Leicester is £108.50 each way in second class. Nobody in their right mind would consider that to be quick, comfortable or cost-effective.
Of course LHR is very convenient indeed for anyone living in Ealing or Hounslow.
Sorry folks but I just do not get your logic with the proposed backtrack from Uk to CDG then onto a US destination.
I’ve tried it starting in the Shires between LHR and LGW, then again between central London and finally direct from LHR.
The only possible scenario which works for a UK ticket purchaser, is if one wants to have a Paris break before the commencement of the outward journey. Returning from...
Sorry folks but I just do not get your logic with the proposed backtrack from Uk to CDG then onto a US destination.
I’ve tried it starting in the Shires between LHR and LGW, then again between central London and finally direct from LHR.
The only possible scenario which works for a UK ticket purchaser, is if one wants to have a Paris break before the commencement of the outward journey. Returning from the US via CDG is again nonsensical.
Sorry, but even travelling from the US I cannot make it work on a round trip basis. Please tell me what I am missing?
See other reply. If you're in Surrey and you can easily drive or hop on a taxi, LHR and LGW are about the same, although T5 can be very crowded- even as a business class passenger, you can spend 30 minutes queuing for check in and security. Trying to use public transport between LHR and anywhere North of Harrow/Watford (i.e. virtually anywhere in Great Britain) isn't convenient.
LHR is extremely inconvenient if your origin/destination is...
See other reply. If you're in Surrey and you can easily drive or hop on a taxi, LHR and LGW are about the same, although T5 can be very crowded- even as a business class passenger, you can spend 30 minutes queuing for check in and security. Trying to use public transport between LHR and anywhere North of Harrow/Watford (i.e. virtually anywhere in Great Britain) isn't convenient.
LHR is extremely inconvenient if your origin/destination is one of the 3 major cities in England outside of London - there are no flights at all between LHR and BHX or LBA, and the Manchester services on BA are woeful.
Because you talk of the UK as if all of the UKs within 20 miles of Heathrow. For people living near to Birmingham, Manchester, Newcastle, Glasgow, Inverness or Balfast travelling through Amsterdam or Paris isn't substantially different than going through London.
I'll admit I've only connected in CDG once, but despite the reputation, I found it an easy airport to transit (and no, I don't speak French).
Couple that with the higher service standards on Air France, and that becomes a viable choice if you have a little more time.
It's not necessarily slower. Unless you are travelling to/from somewhere in London or nearby, the overall journey time may be similar if you take a flight from the closest regional airport to CDG and then onwards.
It is usually much cheaper, because AF know they need to compete with direct flights.
Maybe there needs to be full on and constant pressure placed on BA management about the executive club changes.
Central London > Kings Cross > Eurostar > Paris or Victoria > Belmond.
Nick the Greek has the answer for many non-London residents.