Reply To: BA T5 First lounge…disaster.

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As of yesterday evening, nothing had improved re the First lounge buffet – it still looks as if it belongs in a school canteen (at best !). Three weeks really must be sufficient time in which to make some basic improvements here. Still not even as simple a change as a variety of falavours of crisps (surely a zero cost imoprovement ?). The story in CCR was rather different, with waiting staff actually approaching customers and asking whetehr they wanted anything which is certainly an improvement on the attitude of a few weeks ago. So it seems as if the BS staff generally are making the best of things but BA – at least for the moment – sticks with its unpopular “enhancements”. Given how easy it would be to effect basic improvements, this looks increasingly like a “we don’t intend to change” position. Doesn’t the recent history of Microsoft (Windows 8), Apple (maps app) and Coca Cola ( new coke) suggest that even appearing to fail to listen to – and heed – customer feed back is a serious mistake ? At least based upon my own experience of BA’s response to customer service issues, the apparent failure to heed feed back is out of character, which makes it all the more puzzling.

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