Blog article (B2B)

I was returning to Cape Town, South Africa Via Terminal 3 London Heathrow. Now it’s not my aim to pick on BA, as I have had a few words about their SA operation (google bye bye BA/Comair). But the photo i took speaks volumes. The photo is what a toilet cubicle looks like in the FIRST class lounge in BA Terminal 3.

First off as an aside – the Terminal 3 is a super poor cousin to Terminal 5. So it feels perhaps a bit representative of what is good enough for ROW is too good for Africa? So we get the “crappy old terminal”. And the planes that fly to Africa are seriously old. But there is no excuse for bad hygiene – which seems to be a problem that BA seems to be not bothered with.

The point that i want to make in the blog is that, often business have different tiers of customers (preferential treatment for customers who are loyal and pay more for a service) - but no matter the tiers – there needs to be a thread of basic core essentials that run through a customer experience no matter what level you are to the organisation.

So my thought when I walked into the cubicle - “crikey what a mess! If this is what first class looks like, I would hate to think if there was economy class lounges, what they would look like?”

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