A British Airways passenger has said he was ‘horrified’ at the ‘unacceptable’ conditions on his £4,000 first-class flight.
Jarvis Marcos, who was travelling to Mexico with his girlfriend on August 7, said the ‘shockingly bad’ standards included ‘stale’ and ‘overcooked’ food, ‘sticky liquid’ on the tray tables and a leaking air conditioning vent.
The 37-year-old urged other travellers to use a different airline unless they wanted ‘that once-in-a-lifetime experience to be the worst experience you’ve ever had on a plane’.
BA apologised saying their aircraft go for maintenance on a regular basis and they are investigating why Mr Marcos’ experience ‘clearly didn’t meet their usual high standards on this occasion’.
Mr Marcos flies upwards of 100,000 miles a year – always in first or business class – reviewing luxury airlines and hotels.
He claimed the 11-hour round-trip would have cost him £4,000 without his air miles and said he was stunned when the airline offered just £150 per person in compensation.
Posting about his experience online, Mr Marcos, from west London, said: ‘There were large gouges missing out of the seat itself and the surrounding of the seat.
‘Chunks of leather had been gouged out to the point where you could see the metal skeleton of the seat underneath.
‘The seat also didn’t fully recline into a bed despite that being something they advertise as part of the service, because the mechanics of the seat were broken.
‘The seats also clearly hadn’t been cleaned, which especially during Covid is just not acceptable.
‘There were crumbs in the storage cubby holes and streaks of a sticky liquid on the tray tables which had dried on and not been cleaned.
‘The air conditioning above my girlfriend’s seat was leaking and dripping water onto her which is also particularly unacceptable during Covid, as that’s what filters the air.’
He also claimed the food wasn’t up to scratch, being ‘stale, swimming in oil and thoroughly overcooked’ despite the hefty price tag.
Mr Marcos said: ‘What makes it particularly bad is that first class is advertised as being this supremely luxurious experience but that’s not true.’
He vowed to swerve BA when it comes to first-class travel wherever possible and to advise clients to avoid the airline, especially for special trips.
Mr Marcos went on: ‘I have to look at it from the view of potential clients who could be on a once-in-a-lifetime trip like their honeymoon.
‘The thought of somebody saving up all of their money and spending it on BA is horrifying.
‘I would strongly recommend against picking BA as your airline for a once-in-a-lifetime experience unless you want that once-in-a-lifetime experience to be the worst experience you’ve ever had on a plane.’
British Airways insists the health and safety of their customers was their top priority, adding that aircraft go for maintenance on a regular basis, while they have invested £6.5billion in their fleet, inflight cabin product and catering.
A BA spokesperson said: ‘We’ve apologised to Mr Marcos and are investigating what went wrong, as his experience clearly didn’t meet our usual high standards on this occasion.’
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