The boss of British Airways has admitted he wasn’t surprised by the backlash when the airline began charging passengers for food on short-haul flights.
In January 2017, the British flag carrier scrapped handing out free drinks and snacks in economy and instead began selling products from Marks & Spencer – leaving some passengers unhappy.
But now BA CEO Alex Cruz has said that scrapping free food and drinks was always going to prompt a reaction and that two years on, passenger satisfaction is higher than it was before.
Speaking at the Skift Forum Europe event in London, the Independent reported Mr Cruz as saying the passengers’ reaction to paying for food ‘didn’t surprise me at all.’
He went on: ‘If you have a perception that you are getting something for free, however bad quality or no-choice it is, if you’re taking something away there’s a reaction.’
The CEO added that there had been teething problems in the early days of offering M&S products, with passengers complaining that there was little choice or that supplies had run out.