BA recently introduced a new food policy on its short-haul economy service. It advertised the fact that travellers now have to pay for on-board food as a great step forward, particularly as there would be a choice of Marks & Spencer goodies.
The service just does not work. We eventually managed to get some food on our outbound flight to Madeira, but no suitable food was available on the return flight in Row 28. When I wrote to complain, BA admitted that it could not stock enough food for everyone, although it managed to do so when food was provided at no extra charge.
Unlike other budget airlines, BA does not accept cash, so each transaction takes several minutes. Our daughter, on a flight from Geneva, received no service, as the trolley did not reach her. From the crew reaction, I am sure many other people have similarly poor views.
SB, Reading, Berkshire
“To fly, to serve. Today. Tomorrow” is British Airway’s slogan. And, from the number of online laments, it seems tomorrow is the earliest that many passengers can expect to be served a meal.
The airline has been accused of devaluing its brand and alienating customers since it axed its free food trays in January, but appears blithely oblivious to the outcry.
“Customers are telling us that they really appreciate the choice and quality of the M&S range available, and they have already bought hundreds of thousands of items since they were introduced,” says a spokesperson, completely ignoring the many famished souls who have been unable to indulge as the trolley inched through the plane.
Not only did the airline decide to refuse cash, it also insisted on chip and pin for card payments, causing further delays. It’s now, belatedly, introduced contactless, and says it regularly adjusts stock on flights to meet demand.
The price of those M&S sandwiches is marked up, though, so to save money and hunger pangs, you might wish to stock up in the departure lounge.
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