- In-flight crew upset at abusive feedback levelled at individual members of staff
- Flight crews’ age and friendliness all questioned on long-haul flights
- Crews have called the comments ‘unfair and hurtful’, it’s been reported
British Airways‘ in-flight staff have complained they’ve received ‘hurtful’ and ‘unfair’ feedback from customers frustrated with the airline’s service.
Crew have been called old, ‘racist’ and even ‘c****s’ by disgruntled passengers who were sent surveys after long-haul flights. The feedback has been shared with the members of staff involved through an internal digital platform and in performance reviews.
A British Airways stewardess told a newspaper: ‘The comments on mine accuse us of racism, apparently we didn’t serve them a drink because of the colour of their skin, and a lady over 50 needs a new shirt cos it was too ******* tight, among other things. Really???’
British Airways’ in-flight staff have complained they’ve received ‘hurtful’ and ‘unfair’ feedback from customers frustrated with the airline’s service
BA flight crews have complained to its union reps, reported The Sun, which saw some of the personal criticisms.
One worker told the newspaper: ‘This is crass from airline management.
‘Any anonymous passenger with a grudge or just seeking a laugh can take the chance to take a pop at individual staff on their flight. It is so unfair and hurtful.’
The negative customer feedback is causing extra consternation among staff because many of them are on performance-related pay.
Air steward ‘Dan Air’, who hosts the Confessions of a Trolley Dolly website, said that the comments the crews had received were ‘disgusting’.
He said: ‘I think it’s absolutely disgusting to be honest. These people, like all cabin crew, are just doing their jobs at the end of the day and the last thing we should be subjected to is personal attacks about our appearance or attitude.
‘That said we do work in the public domain and therefore leave ourselves open to scrutiny, I guess, but still this kind of offensive feedback is neither useful or acceptable.’
A British Airways spokesperson told MailOnline Travel: ‘We ask customers for feedback and it’s important we share this, to ensure we continue to improve our customer service. We’ve fixed an issue with our filtration system which meant a small number of inappropriate comments weren’t screened out.
‘Comments made by customers do not contribute towards bonus schemes.?’
In October British Airways resolved a long-running pay dispute with its cabin crew after 85 days of industrial action were taken.
Crew have been called old, ‘racist’ and even ‘c****s’ by disgruntled passengers who were sent surveys after long-haul flights
Unite said 84 per cent of its members backed the deal, adding that staff in the so-called mixed fleet cabin crew will receive increases of between £1,404 to £2,908 by next March depending on experience and subject to inflation.
The deal also sees travel concessions and entitlements to fully participate in the airline’s 2017 bonus scheme returned to cabin crew who took industrial action.
BA isn’t the only airline where cabin crew have been feeling under fire.
Over at budget competitor Ryanair, cabin crew have been facing stiff penalties if they don’t hit in-slight sales targets.
Cabin crew members allege they are threatened with poor shift patterns if they fail to sell items including scratch cards, food, drink and perfume.
These extra items raked in £1.6billion last year for Ryanair.
Documents seen by The Guardian reveal how much money each crew member is making and asking them to give an explanation when they fail to meet a target.
However a Ryanair spokesman said: ‘These claims are false. We do monitor and manage sales performance and any crew members that consistently and markedly underperform are given time and training to improve.’
Courtesy: Daily Mail Online