Pixelmeister – I stand corrected wrt the 12%
If it is about in-flight performance then BA should seek advice from
However, am of the view that the long serving crew already have the wherewithall to operate with minimal intervention, they take responsibility and ownership of situations which is manna for most enlightened/right thinking companies. The same cannot be said for fresh from college newbies and lower calibre/non-career opportunity to travel-the-world types.
Am interpretting your comment as indicating the new BA leadership approach appears to want to impose management as opposed to encourage empowerment – a retrograde step in my view.
Am not aware of complaints about inflight crew performance by pax being such an issue it necessitates structural change.
Personally I believe it is more about terms and conditions as opposed to in-flight cabin crew performance.