• British Airways: How airline is cutting services

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We booked a fly cruise Sept 2008 with Cunard sailing from New York and flying from Manchester via Heathrow with BA (Cunards prefered partner)in preference to flying direct from Manchester with Continental. An extra bag was paid for for the domestic return to T5 which was OK but we were told last week that we would could now only take one bag or have to pay extra baggage for the NY leg and back. We cancelled the extra bag. We are now told we have to pay to select seats so we can have the privilage of being able to sit together.The Continental flight is now sadly full when we are due to go. Never again BA will we trust you or Cunard.

- Mike & Margaret, Rochdale(Birthplace of co-operation.

After 25 years of loyally flying international with BA, I am now switching airlines. BA senior management have made an enormous mistake with this proposed seat booking charge. BA's major competitors must be delighted with this latest policy decision. After many years in sales and marketing I know only too well how hard it is to win one good customer and having worked so hard to get that customer onboard, the last thing you do is try to increase charges without a genuine reason e.g increased fuel cost or landing fees. This increased cost is not a genuine reason, BA are trying to squeeze more money out of their FORMER loyal customer base just because they think they can. Big Mistake!

- Iain, Aberdeen

Mmmm just like Easyjet then... but on Sleazyjet you get smiling staff and they are more helpful at least. BA is getting worse and worse... at least if you get there with all their delays and lost luggage!

- Georgie, Islington, London

Get rid of BA management before they scrap BA totally

- David, london,uk

I like the idea. Now when I go on long haul flights I'll save money not booking our seats in advance and there's a good chance somebody else will have to listen to my wife's chatter for several hours. (If I could pay up front to book a seat in the John I'd get that for my wife). Now there's a money maker for BA - keep feeding the customers with water and charge to use the John.

- Frank, ex-England

This is completely unbelievable and will drive committed BA travellers straight into the arms of other airlines!! Surely not a very cunning way to rescue declining revenues...

- Tina, London

EDITED by admin @ 9.08 on September 28 2009
Breach of community guidelines

- Peter Sykes, Knutsford, UK

Guess who will never fly BA again? Me!

- Roger, Winchester, England

All BA is doing is giving customers the option (key word) of paying an additional fee to choose their seat at the time of booking. Customers who don't want to do this can still check in online 24 hours before the flight and select a seat based on those that are still available, or turn up at the check-in desk and take pot luck. Just like now. They are not 'making' anyone do anything.

- Rick, London, UK

Who will take the responsibility of children under 16 sitting next to total strangers and who want a long haul flight with a family who are trying to stay together and its a good way just to make money I expect no family will sit together unless they pay £20 first even if the planes empty.

- Harry, London

I have flown BA many times and will probably have to fly with them in future. If you travel to the USA regularly then you will probably have experienced the full range from Virgin to AA. Remarkably BA are probably second best behind Virgin as all the American carriers are dreadful. That being said, the gap is closing and Virgin are showing them how it should be done. Virgin see it as creating an experience, the rest want to increase the revenue per seat.... it's strange how Virgin seem to achieve both...

- Jon, london,England

I am planning to go to the UK in November for a few weeks. I do look at pricing but where costs are pretty much the same I would go a direct route to Heathrow and preferably BA.
It seems that BA don't want my business.

- Gordonbay, London and Cape Town

My experience of BA has always been exemplary - I will always fly BA because they reward their loyal members so well. Clearly most of the commenters on this article are bitter that they haven't experienced the service that you receive as a Gold/Silver member, or flying in Club World or First Class.
As Gold/Silver or flying in those classes you get the benefits of - choosing your seat at time of booking (no fee paid for that), short/no check in lines (separate from the other bag drops), access to the BA lounges throughout the world (free drinks, free food, free wireless access), comfortable sleeper seats and an onboard menu with a range of food options. Food is served on plates, with real knives and forks, and champagne is served in glasses. The staff are polite and couldn't be more helpful!!
The point I am trying to make is that you get what you pay for. I pay a considerable amount for each flight to receive the comfort and service level that I get, and I see no problem in BA charging for extra services that will improve the standard of travel for others. Why shouldn't a bulkhead seat cost more? It has more legroom, so you should pay more for it.
It seems that people commenting would rather see BA go out of business than pay a fair price for the services they receive, but that is a typical British problem and the reason that many of our esteemed companies have gone out of business unfortunately.

- Mr Peregrin Leigh-Waldron, Kensington

It cost BA nothing for me to book my seat via computer online!
I fly often between London and Toronto.
Ive always Used BA.
Simple Math
All my future flights will be with a new airline.
So goodbye BA. enjoy the profits your not gonna make from me.

- Nick Baitson, London (UK) And Toronto (CA)

Is that fool Willy Walsh behind this?! So to make yourself even more unpopular right when even more people are staying away from BA?!??

- Steveo, London NW1

Firms like BA have lost all sense of competition and deserve to go to the wall. I cant wait until that day dawns.I and my family are regular airline travelers but we have never used BA or any other airline which are high priced and, never will.With BT charging for broadband extension, what are things coming to.
T H Leeds

- Thomas Hayes, Leeds UK

On several occasions when I have tried their on-line seat reservation scheme exactly 24 hrs in advance I have found only middle seats left - so obviously they are already allocating the best seats in advance in some way. That is why I try not to use BA.

- Roy Grainger, London

Whilst i'm not a huge fan of BA, they have, contrary to this article, not hiked fares. Currently, unless you are highly ranked in the executive club, you cannot reserve your seats until 24 hours before your departure. BA are saying that if you pay a bit extra you will be able to. That is all.

- James Clifton, London

BA-Bad Attitude.

The low cost airlines should send a crate of champagne to Willie Walsh this Christmas for passing so many BA customers to them. The low cost airlines can now cut back on marketing costs because BA is doing it for them.

- Frank, Copenhagen, Denmark

Another bad idea from a poor executive team. The public hates being nickled and dimed (charging for seat selection, one suitcase allowed, charging for snacks etc) but it gets worse and worse. Truly air travel is now just like catching the No. 46 bus. Willie Walsh should just come out and say that BA is now just another player with nothing to differentiate them from the Easyjet's and Wizz's out there.
I agree that BA should charge employees more for non-company travel if things are as dire as they say.
I used to fly BA a lot out of London Gatwick when I lived in London. Shame.

- Rodney, Toronto,Canada

I've flown 3 times with BA this year, admittedly all short haul. The service was very good each time, luggage allowances are generous (especially when traveling with an infant) and prices reasonable. I see no reason to bother pre-booking seats - especially if there's a charge involved. I should think most people will wait to 3 days before the flight then jump online to do it for free.

It's not great PR from BA but it's hardly worth making a major fuss over.

- Nigel, Streatham, London

Good bye BA, anyone else will do if that's your game.
Another hike another $. Your PR Dept is useless!

- Macdangler, Wimbledon SW19

willie wonker and the great b.a. disaster are locked in a terminal decline and appear to go out of their way to ensure that their spiral from great heights is ensured.
once again the british prefix is a guarantee of complete inept business practice and a sound lesson in classic business blunders.

- M.O'Brien, london.uk

Whoever decided that charging for seats at BA need their heads read. I have always prefered to fly BA beacause they offer an overall better service. However now there is no in flight meals and now charging to reserve your seat. I may aswell fly with a no frill airline. Oh Mr Walsh, just to let you know ! Just booked two tickets to Bordeaux with Easyjet and not your company. There goes another customer with BA revenue !!!

- Roberto Carballeiro, Basingstoke, UK

Good old BA, we can all sleep much easier now knowing that they are going to charge us more because we asked them to and they listened to us.

Personally I don't think many people will part with the extra cash and just wait till the normal online check-in time or take their chances.

- Jim, Aberdeen, UK

I have travelled BA, EasyJet, Ryanair etc.. BA still work out one of the cheapest (and with back up planes/staff if something goes wrong) - If you read the charges correctly you would see that they are offering a BETTER service. At the moment you can book your seat online 24 hr in advance FOC. You will still be able to do this FOC OR you can jump the queue (Disney call it FastPass & they know how to get as much cash out of customers) by paying a bit extra in advance (insurance??) - P&O have done this for year on the ferries. Well done Mr. Walsh for trying a new idea - shame the British Press just want to knock BA all the time - It's an EXTRA - If you don't want it don't pay for it - IDEA - NO FREE BOOZE on Shorthall flights & a 1 drink voucher on longhall (AA & United charge for drinks) - I have just heard that Ryanair were thinking about charging Captains & Pilots £500 to sit in the 2 front seats?!

- Peter, Guildford, UK

So just another reason not to fly BA? How utterly stupid can they get?

- James Macleod Ritchie, Oyster Bay Cove

I would happily pay more to to fly in comfort. I would not happily pay more to travel budget style, I'd simply fly easy jet instead.

On the plus side this may mean my kids are sitting next to someone else on our half term flight this year so maybe not all bad.

- Dr Whooligan,, London

Trust BA to get it wrong. If you want to increase profits you do not charge extra for reserving four seats together. You offer better food or better services.

- Sidney Marks, London, UK

Who in hell actually chooses to fly BA? i fly on a regular basis and will never fly BA if I have a choice. Their staff are rude, unhelpful and arrogant. BA itself is a shower (I know, they are a customer of mine). I don't care if they go pop, i don't care if they all lose their jobs, it's no more than they deserve.

- Anon, Purley

So typical of British bad management skills is this, create a policy that pushes possible clients towards your competitors.

When I worked as a salesman many years ago, I met the company Chairman who asked me why did I sell only top end products?

My reply was, “ Not wishing to sound rude at all, but is that why they made you the Chairman, because you don’t understand how it all works? I get paid %25 commission on top end brands why should I waste my time trying to sell low end products?”

He then asked me to join him at his table, as this was the fist time anyone has been so blunt yet to the point. I’m fed up of yes men, I need to know what does go on so enlighten me do.

It doesn’t mean be rude but be truthful that’s all.

- Carl Barron, Christchurch, Dorset

BA are now an official budget airline,on par with Easy jet ,with one small difference,BA are nearly twice the price.BA needs to merge with Virgin,so it can be managed by a professional team instead of the idiots in charge at the present time.

- Dave, london

the era of cheap air travel is coming to an end thank god. no need for airport expansion then.gave up flying 7 years ago i holiday here now who the hell needs that airport grief.

- C May, biggin hill

On Tuesday BA will launch its uber premium London City Airport to JFK route. Its £5000 return. Its the most insane business plan ever.

- Darren, newham

Unfortunately we are witnessing the last twitches of a dying beast. Willie Walsh took Aer Lingus down the road of a budget airline with little success, he is doing the same at BA.
He is combining the worst of all worlds - high prices,poor punctuality, poor cabin service and increasingly bad (but cheaper) parking stands, miles away from the main terminal (try Madrid, CDG or Istanbul airports - wear walking shoes its a long walk to/from the gates!).
It can no longer pretend to be a full service airline,yet it doesnt have the pricing advantages of a budget airline either.

Fly ABBA ( Anyone But British Airways)

It's just a pension fund with a fleet of increasingly worn out planes which it can't afford to replace and has lost all idea of customer focus

- Simon, London

British Airways has been arrogant and complacent for many years.
Unfortunately it is not in a position to hold a prime monopoloy,it is reminiscint of the 1970 s and 1980 s.
Whereby British Airways was a brand and a life style culture,now long past its sell by date

- Barry Deane, Richmond, United Kingdom

I love B.A How they have managed to accumalate all the useless, stupid most incompetent managers in the airline industry is beyond me.
Obviously it must start at the top.

- Mr.S.Port, Heathrow

So, you can still select a seat 24hrs before travel, for no fee. Fine. There won't be a scramble for seats like easyjet or ryanair as you are given a boarding card with a seat number. Fundamentally, nothing has changed that much, plus they keep some seats back for families anyway.

BA leads the way in UK avaiation and all other full-service airlines will follow suit soon enough, just like every other time BA sticks it head up to do something new. Virgin and the others just don't generate the same emotions as people who constantly want to bash BA.

Would people rather BA went out of business instead of saving itself. It's not in a position like other industries to be bailed out by the government so must do something itself.

- Barty, Crawley, UK

Basically they're giving you a clear choice. Ryanair/Easyjet or BA. Both giving about the same standard of service now so all down to price. Ryanair/Easyjet have never lost my bags though....

- Mark, London

Fred - on the route I fly when I have to, they cost more than Easyjet, lunch isn't included and costs more than Easyjet's and then they lose your luggage to boot. It is a legal obligation to put a baby and a toddler into a car seat when travelling in most civilised countries and BA has no back-up plan when they get your children's car seats to their destination 48hrs after your children: and then their representatives are darned rude when asked what the procedure should be - no spare car seats, no hotel cover, no shops nearby to buy replacements - nothing.

If you want lack of hassle and no extra fees there are many other airlines to choose from!

- Roz, France

And another thing. If BA are seriously wanting to claw back some cash, they would be better off scrapping the free travel entitlement to ex-employees (and partners), the board and the other bigwigs and staff who currently enjoy this very generous perk.

- Goggs, London

Most likely these seats will go unsold on many flights as everyone will want to avoid the ridiculous charge. Complimentary upgrade for BA loyal members (silver, etc..)? Next time you fly BA, dont be too excited if the staff upgrades you for free. No, its not to the next class, its an upgrade to an exit row seat..

- Sami Jaber, Dubai UAE

BA had lost the plot a long time ago. They have been completely outplayed by their rivals and now look pretty pedestrian. Recently for my short haul trips, I've flown Ryannair and Easyjet and have been more than happy with the service of both airlines. No delays, friendly crews and cheap tickets - perfect! Why on earth would I want to pay through the nose to fly with BA. Let them court their first and business class passengers as they certainly won't be getting their grubby little mits on my hard earned cash.

And Roz, France - I don't see how paying to choose a seat will reduce the number of 'morons wandering around around trying to find their seat and blocking the rest of the passengers from getting aboard'. You still have to board the plane and find your seat.... this will not change.

- Goggs, London

Hmm, now I know what BA really stands for - you get B***** All for your money!

Yet another classic example of idiots staring at spreadsheets and concluding that charging people more during a recession is a good idea. Any airline bar BA here I come!

- Gareth, Hampshire

Have the people moaning actually read and understood the story? BA haven't removed anyone's options here. For economy passengers it was never possible to select a seat until 24 hrs before departure (ie. at time of online check-in). Now it will be possible to select a seat more than 24 hrs in advance, for a fee. What's wrong with that? No one is obliged to take up this option. You can still select your seat for free when you check-in, as before. Something you certainly cannot do with easyjet or ryanair. I am not usually one to defend BA, and definitely not a fan of Willie W, but I really don't see the problem here. They are not FORCING you to pay to reserve a specific seat at time of booking.

- Alex, London

Cool, someone else can sit next to my kids!

- Pete London, London, UK

BA are essentially broke - this is the dying thrashings of a once great company and a perfect analogy for the British economy.

The time that will be taken up with people moving around the plane as opposed to going stright to a seat will make BA no better or worse than EasyJet or Ryanair - unfortunately they are normally 3 times the price. What genuis came up with this wheeze?

- Hansel, London

willie walsh may be the worst ceo in the country. ba's only comparative advantage is in the lack of hassle and extra fees. if he tries to compete with the budget airlines like this, he loses, because they pay less for staff. ba need to stop with all the new fees, and advertise themselves as fair price, courtesy, - no stress. that's the only reason i keep flying with them - and i'd guess that's true for most of their customers. if they act like ryanair, i'll move to ryanair.

- Fred, london

Sell the shares

- Martin Clarke, london

To James, City of London who comments;

'Personally I will sue for loss of sleep cause by any screaming child next to me on a long haul flight!'

Its because of people like you suing for this that and the other that all our fares go up.

Suing for lack of sleep????

If you fall asleep and miss a film as you have enough leg room would you sue them for making you too comfortable and therefore missing the film?

Pathetic

- Sid, London

...is because they think that they are better than Virgin Atlantic? One wonders if they are in touch with reality!?

- Jan Bors, London U.K.

No Way - BA.

Yet another reason to avoid the second worst airline in europe (behind Ryanair)

-Surly, bad tempered cabin crew incapable of smiling
-uncompetitive prices
-Terrible food (if any)
-Never, ever book BA in summer. You risk being stranded through strike action.

Fly non-unionised airlines around Europe.
Fly Virgin to USA.
Fly Cathay to Asia
Fly TAM to South America.

And your problems are grreatly reduced.

- Jospeh Yossarian, London

As long as travellers don't mind looking after other peoples small children during the flight it seems like a great idea!

- Anna, London

Being 6'6" tall and usally request a bulkhead seat I feel that now I am being totally excluded from BA planes due to this punative charge. KLM here I come.

- Paul B, London

It just means they can turn the plane around quicker for the next flight if there aren't loads of morons wandering around trying to find their seat and blocking the rest of the passengers from getting aboard. Presumably they'll get better mileage out of existing planes and possibly cut back their fleet?

- Roz, France

It’s very clear, if you are tall and given a seat allocation that is too short for you then you will be able to sue the airline for not taking account of your special needs that you advise at the time of booking. Of course, you will be entitled to substantial compensation for any DVT created.

Personally I will sue for loss of sleep cause by any screaming child next to me on a long haul flight !

- James, City of London

BA are getting rid of all the benefits to flying with them. Soon they will be no better than Easyjet.

- Karenh, Herts.

This is another sad example of how "doublespeak" is used to con everyone into believing that revenue raising measures are in fact for our benefit.

'BA said the move would "give customers more control over their seating options"'

In fact the move gives BA more control over their balance sheet.

I have flown BA 4 times in the past fortnight and have been doing so for the past 15 years. I am beginning to wonder why I do.

- Sam, London

Greed.

- Emily, Worthing, UK

Richard Branson must be laughing once again this morning. He has to do nothing to gain new business, Willie walsh just hands it to him on a plate. Another dumb idea from a person well out of their league

- Steve, London

I'd pay extra for one that was just comfortable.

- Threaded, Roskilde, Denmark

This is a complete non story! You never could guarantee you'd be sat together before, and you don't HAVE to pay to sit together now...so what's the problem?

In practical terms, if the airline isn't able to put families together then the next time, that family will choose a different carrier than BA and BA lose out. No big deal, life goes on.

- Paddy, London

"anyone with a preference for window, aisle or emergency exit seats"

Well that cuts it down a bit !!!!

- Grim Reaper, Hell

Since I refuse to fly BA they can introduce any additional charges they like. I flew BA once and the experience was that bad then I will never fly with them again.

- Ian Gilbertson, Newcastle

Funny how safety issues get forgotten when there's money to be made. You never used to be able to pre-book emergency exit seats due to restrictions over who's allowed to sit there, i.e. no minors, no one with 'mobility issues'. Still, what's safety when there is £50 a seat extra to be had?

- Paul, London

That's fine if they bring the basic fare down to the level of budget short-haul carriers who also offer seat selection or priority boarding for a fee. It's a fair bet that most flying to Europe on "the world's favourite airline" are not paying their own fares. Even some well known faces, unlikely to be feeling the pinch, have been seen on Easyjet and the like.

If BA want to stem their losses, they need to look at the competition, and deliver value for money.

- John C, Leatherhead, UK

OK thats it no more BA for me

- Ray, London UK

Wow, this will bring the customers flocking back...

- Dannyp, Egham

Wow, this will bring the customers flocking back...

- Dannyp, Egham

Ok, that's it. If I thought BA was getting more and more annoying about their new restrictions (food, drinks, reduction of bag allowance,and so many more)with this new rule Mr. Walsh has ensured that my preference is not longer with his company. For many years I was happy and proud to fly with BA, but now? I just can not find a good reason! I feel abused, betrayed. What a shame.

- Frederik C., London - UK

Another reason not to fly with BA.

- Pa, London

BA - is now one of those rip-off airlines! My partner and I used to always fly BA, but have not done so in a while. Poor on board service - bad food - removal of fights from their schedules etc.

They have even sneaked in the removal of a second peice of luggage on trips to the USA etc. Now you have to pay for it.

BA come on! at a time when your fighting for passengers -removing services and in flight meals and paying for an already expensive seat is not the way to attract business. If you want to be a low class - low cost budget airline then go that way - but don't pretend to be "The Worlds Favourite Airline". BA - RIP

- Alan, Carshalton

travel Virgin

- Nigel Howse, Baltimore usa

And how will the cabin crew react when everybody gets on board and wants to change seats.

- Ian Harvey, Southampton, England

BA have completely lost the plot. It is completely understandable that they are trying to boost their revenue but to add to premium fares in this environment is bonkers. Besides, no firm in its right mind would sanction a surcharge to choose a seat. The result is likely to be a poor increase in revenue (in Club anyway) and a lot of annoyed passengers.

- Alex Balfour, Hong Kong

They also started to charge and restrict luggage. Stewardesses are downright rude. I give a miss on BA next time! They are finished and soon will be bakrupt like that.

- Steveo, London NW1

Ridiculous. Bloody Awful is back and not much better than another BUDGET airline... They have done away with the food, on-board "service" is done by surly sad unfriendly people and they lose your bags half of the time and they are late. At least Ryanair and Easyjet are on time.

- Georgie, Islington, London

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