BA’s new internal motto is ‘to put the customer at the heart’ of the business.
Unfortunately, few of us that work for BA really believe that this is BA’s priority with the main modus operandi seemingly ‘get as much as possible for as little as possible’.
The sad fact is, BA react only to numbers. On the subject of the lounge catering. Or the cleaning. They will no doubt have some statistical accounting model. Yes, based on this or that survey X% of passengers will no longer fly us because of say cleaning or lounge catering. This will cost us £XXp.a. However, with the cost savings generated by the reduction we will still be saving £YY per annum.
Unfortunately, til the tipping point is reversed – until passengers vocally say they will not tolerate the downgraded product nothing will happen.
I really don’t believe those at the top of the BA chain really know the reality sometimes. They rely on the spin fed upwards. Like the ‘fantastic’ new catering. Which is why the BEST thing any passenger visiting one of our lounges with empty food counters or boarding an aircraft to find a filthy aircraft is to TAKE A PHOTO and send it to those further up the chain at BA.