British Airways boss Alex Cruz says he wasn’t surprised at backlash for charging passengers for food

‘If you happen to’re taking one thing totally free away there is a response’: British Airways boss says he wasn’t shocked at backlash for charging passengers for meals on short-haul flights

  • In 2017, BA scrapped free drinks and snacks in economic system on short-haul flights 
  • As an alternative the airline started promoting passengers merchandise from Marks & Spencer
  • Two years on, BA CEO Alex Cruz says buyer satisfaction is increased than earlier than

The boss of British Airways has admitted he wasn’t shocked by the backlash when the airline started charging passengers for meals on short-haul flights.

In January 2017, the British flag provider scrapped handing out free drinks and snacks in economic system and as an alternative started promoting merchandise from Marks & Spencer – leaving some passengers sad. 

However now BA CEO Alex Cruz has stated that scrapping free meals and drinks was all the time going to immediate a response and that two years on, passenger satisfaction is increased than it was earlier than.  

The CEO of British Airways has admitted he wasn’t shocked by the backlash when the airline changed free meals and snacks with paid-for merchandise from Marks & Spencer

CEO Alex Cruz has said that two years on from the move from free to paid-for snacks, passenger satisfaction is higher than it was before

CEO Alex Cruz has stated that two years on from the transfer from free to paid-for snacks, passenger satisfaction is increased than it was earlier than

Talking on the Skift Discussion board Europe occasion in London, the Unbiased reported Mr Cruz as saying the passengers’ response to paying for meals ‘did not shock me in any respect.’

He went on: ‘In case you have a notion that you’re getting one thing totally free, nonetheless dangerous high quality or no-choice it’s, for those who’re taking one thing away there is a response.’

The CEO added that there had been teething issues within the early days of providing M&S merchandise, with passengers complaining that there was little selection or that provides had run out.

However he stated that this had been rectified and that on reflection, the change was a ‘no-brainer’, as a result of hardly another European airways supply free meals or drinks.

He added: ‘It was tough firstly as a consequence of this modification, however we’re more than happy the place we’re.’

Earlier than January 2017, BA passengers in economic system on short-haul and home flights have been supplied a light-weight snack, equivalent to a bacon roll, and a delicate drink.

The change to paid-for meals got here at a time when BA’s mother or father firm IAG was making an attempt to chop prices because of growing competitors within the European short-haul market.

The airline stated the change to promoting M&S meals was pushed by buyer dissatisfaction with its short-haul economic system catering.  

Talking when the transfer was introduced, a senior govt at a longtime low-cost airline stated: ‘I feel BA’s transfer is an acceptance that the outdated legacy airline mannequin simply doesn’t work.

Business class customers on short-haul BA flights are still offered a full, complimentary menu

Enterprise class clients on short-haul BA flights are nonetheless supplied a full, complimentary menu

‘It’s merely now not in style with passengers since you are giving them one thing they don’t essentially need and which they take as a right and now not recognize anyway.’ 

However some passengers argued that they most well-liked utilizing BA slightly than a low-cost airline as they didn’t need to pay further for snacks.

The M&S meals choice on board is up to date 4 instances a 12 months.

Enterprise class clients on short-haul flights are nonetheless supplied a full, complimentary menu.

Complimentary meals and drinks are additionally nonetheless supplied to all passengers on long-haul flights.