I have always said that Virgin's lounges are better than BA's, it would seem that judging from this story BA executives agree with me:
"Virgin Atlantic opened its new clubhouse at Boston Airport at the weekend. To ensure the launch went off without a hitch, the airline held a dress rehearsal the day before. Representatives of other airlines were invited to sample the posh grub and comfy chairs.
The ploy seems to have worked well. My mole tells me two British Airways airport managers stayed a touch too long: they turned up late to the opening of their own lounge, to be met by a group of angry customers."
Source The Telegraph.
Showing posts with label lounges. Show all posts
Showing posts with label lounges. Show all posts
Friday, 29 February 2008
Tuesday, 12 February 2008
The VIPs - BA Style III
Four hours in the BA lounge later, and I am advised that my 16:30 flight will be called for boarding at 16:30...be still my beating heart!
The VIPs - BA Style
Those of you with a penchant for classic films may well recall that fine film from the early 1960's starring Richard Burton, Liz Taylor, Margaret Rutherford etc.
It followed the lives, over a period of 24 hours, of a group of disparate travellers stranded at Heathrow in the fog.
Forty years on, here I am stranded at Heathrow in the BA lounge.
I was planning to catch the 14:15 to Stockholm, but was helpfully texted by BA at 11:45 this morning telling me that my flight was cancelled.
Pity I was en route at the time!
I duly called BA, and some 15 mins later (having listened to countless adverts for online check in, carbon offset and other assorted junk) I was finally able to speak to a human being.
Seemingly fog, of which there is very little, has caused disruption to my flight and the flights of a few others.
I rebooked myself onto the 16:30, and duly checked in at the airport.
Check in went without incident, aside from the fact that I was told that I was 2 hours too early to check in my bag. Given that this was not down to any fault on my part, it was agreed that a special dispensation would be granted and that the check in guy would do all he could to get my bag checked in.
On arrival at the lounge, the BA check in lady told me that I could come in but that I should keep my eye on the announcements.
It seems that they are not confident that they will launch the 16:30 either.
I still remain bemused, as the weather is clear and bright.
Where the fark is the fog?
I will post updates during the day.
It followed the lives, over a period of 24 hours, of a group of disparate travellers stranded at Heathrow in the fog.
Forty years on, here I am stranded at Heathrow in the BA lounge.
I was planning to catch the 14:15 to Stockholm, but was helpfully texted by BA at 11:45 this morning telling me that my flight was cancelled.
Pity I was en route at the time!
I duly called BA, and some 15 mins later (having listened to countless adverts for online check in, carbon offset and other assorted junk) I was finally able to speak to a human being.
Seemingly fog, of which there is very little, has caused disruption to my flight and the flights of a few others.
I rebooked myself onto the 16:30, and duly checked in at the airport.
Check in went without incident, aside from the fact that I was told that I was 2 hours too early to check in my bag. Given that this was not down to any fault on my part, it was agreed that a special dispensation would be granted and that the check in guy would do all he could to get my bag checked in.
On arrival at the lounge, the BA check in lady told me that I could come in but that I should keep my eye on the announcements.
It seems that they are not confident that they will launch the 16:30 either.
I still remain bemused, as the weather is clear and bright.
Where the fark is the fog?
I will post updates during the day.
Saturday, 2 June 2007
The World's Costliest Airline
Here's a little conundrum for you.
What's the difference between the following?
A business class return air ticket for two people (Gatwick to Barcelona), flight to be taken in July, purchased via Iberia.
A business class return air ticket for two people (Gatwick to Barcelona), flight to be taken in July, purchased via BA.
In terms of the departure times, airport terminals, lounge facilities and airline operating the aircraft...no difference whatsoever.
The flights are operated by BA.
However, here's the rub.
The price of the two return tickets, if purchased via Iberia will set you back £455.80.
The price of the two return tickets (for the identical flight), if purchased via BA will set you back a stonking £1165.80 (256% of the Iberia price).
Don't believe me?
Try it for yourselves:
-www.ba.com
-www.iberia.com
Could BA please explain this differential?
Oh, and by the way, BA own 10% of Iberia.
What's the difference between the following?
A business class return air ticket for two people (Gatwick to Barcelona), flight to be taken in July, purchased via Iberia.
A business class return air ticket for two people (Gatwick to Barcelona), flight to be taken in July, purchased via BA.
In terms of the departure times, airport terminals, lounge facilities and airline operating the aircraft...no difference whatsoever.
The flights are operated by BA.
However, here's the rub.
The price of the two return tickets, if purchased via Iberia will set you back £455.80.
The price of the two return tickets (for the identical flight), if purchased via BA will set you back a stonking £1165.80 (256% of the Iberia price).
Don't believe me?
Try it for yourselves:
-www.ba.com
-www.iberia.com
Could BA please explain this differential?
Oh, and by the way, BA own 10% of Iberia.
Saturday, 17 March 2007
London Beijing March 2007
Text of a letter sent to Willie Walsh CEO of BA on 17 March 2007
"Dear Mr Walsh,
I would like to provide you with a few observations about my recent “first class” return trip (London-Beijing) on BA (8th March-12th March):
· The standard of the Heathrow lounge was not what I would expect for first class; it does not compare favourably wrt the facilities, or indeed size, of lounges offered by other airlines eg Virgin.
· There were only two Internet workstations in the London and Beijing lounge. In the Beijing lounge, one of the Internet workstations was out of order.
· The theory of the London lounge, as best as I can make out, is that customers sit down and are served by BA staff. Unfortunately, those customers who did not sit in the immediate vicinity of the bar were not able to attract the attention of staff for service, as there weren’t any staff in the non-bar area. I had to go to the bar to find anyone willing to serve me.
· The entertainment system on both flights did not work that well. The outgoing flight could not show the safety video, as the system had a malfunction. The quality of the picture on both flights was poor, and on some of the channels (outgoing and inbound) the video didn’t work at all.
· The remote control in the armrest on my outgoing flight was stuck, and had to be extracted by the cabin crew with a butter knife. Very high tech!
· In trying to manually extend the footrest on my seat, I managed to impale and cut my finger on a sharp piece of metal that was protruding from underneath the edge of the footrest.
· One member of staff, who was so ashamed by the quality, told me with head bowed in shame that the system was “out of the ark”. I would concur, as other airlines, such as Singapore and Virgin, used to have the same systems back in the early/mid nineties; they have long since upgraded them. I was advised that that the systems will be upgraded, but was also told that this same message has been repeated for quite some time. Having paid £6K for my ticket, hearing of future plans is of little interest to me.
· On both flights a curry was served, yet no chutneys were available. I improvised with marmalade. BA makes great efforts to tell me in the menu that the recipes are designed by world-class chefs. That being the case, why did I have to resort to using marmalade?
· The quality of the staff on both flights, and their customer care/attention, was good. They were all embarrassed by the poor state of the technology and equipment on board.
BA’s last remaining asset that has not been tarnished by strikes, security delays, delays in general and out of date entertainment systems, would appear to be its staff. However, if they are embarrased and ashamed of their company I wonder how long you will retain their loyalty?
Reputations are hard to earn, but easy to lose.
In brief, I do not think that the “first class” description equates to the price I paid, or the competition that BA faces. I will be travelling on a more regular basis to Beijing over the coming months/years, but will be (subject to schedules) looking to other airlines to get me there and back.
In my view, there are a number of issues that you need to address if BA is to retain the much tested “loyalty” of their customers, whether they travel economy, business or first.
I would be interested to hear you views on the above, and what steps BA will be taking in the short term to address these issues.
Thank you for your time.
Yours sincerely,
Ken Frost"
"Dear Mr Walsh,
I would like to provide you with a few observations about my recent “first class” return trip (London-Beijing) on BA (8th March-12th March):
· The standard of the Heathrow lounge was not what I would expect for first class; it does not compare favourably wrt the facilities, or indeed size, of lounges offered by other airlines eg Virgin.
· There were only two Internet workstations in the London and Beijing lounge. In the Beijing lounge, one of the Internet workstations was out of order.
· The theory of the London lounge, as best as I can make out, is that customers sit down and are served by BA staff. Unfortunately, those customers who did not sit in the immediate vicinity of the bar were not able to attract the attention of staff for service, as there weren’t any staff in the non-bar area. I had to go to the bar to find anyone willing to serve me.
· The entertainment system on both flights did not work that well. The outgoing flight could not show the safety video, as the system had a malfunction. The quality of the picture on both flights was poor, and on some of the channels (outgoing and inbound) the video didn’t work at all.
· The remote control in the armrest on my outgoing flight was stuck, and had to be extracted by the cabin crew with a butter knife. Very high tech!
· In trying to manually extend the footrest on my seat, I managed to impale and cut my finger on a sharp piece of metal that was protruding from underneath the edge of the footrest.
· One member of staff, who was so ashamed by the quality, told me with head bowed in shame that the system was “out of the ark”. I would concur, as other airlines, such as Singapore and Virgin, used to have the same systems back in the early/mid nineties; they have long since upgraded them. I was advised that that the systems will be upgraded, but was also told that this same message has been repeated for quite some time. Having paid £6K for my ticket, hearing of future plans is of little interest to me.
· On both flights a curry was served, yet no chutneys were available. I improvised with marmalade. BA makes great efforts to tell me in the menu that the recipes are designed by world-class chefs. That being the case, why did I have to resort to using marmalade?
· The quality of the staff on both flights, and their customer care/attention, was good. They were all embarrassed by the poor state of the technology and equipment on board.
BA’s last remaining asset that has not been tarnished by strikes, security delays, delays in general and out of date entertainment systems, would appear to be its staff. However, if they are embarrased and ashamed of their company I wonder how long you will retain their loyalty?
Reputations are hard to earn, but easy to lose.
In brief, I do not think that the “first class” description equates to the price I paid, or the competition that BA faces. I will be travelling on a more regular basis to Beijing over the coming months/years, but will be (subject to schedules) looking to other airlines to get me there and back.
In my view, there are a number of issues that you need to address if BA is to retain the much tested “loyalty” of their customers, whether they travel economy, business or first.
I would be interested to hear you views on the above, and what steps BA will be taking in the short term to address these issues.
Thank you for your time.
Yours sincerely,
Ken Frost"
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