October 28, 2025 — 2:00am
British Airways, a name synonymous with British travel, continues to struggle with its service reputation. On a recent journey from Sydney to London via Singapore, passengers experienced a mix of highs and lows that underscored the airline’s ongoing challenges. The flight, BA 0016, operates daily using a Boeing 787 Dreamliner, offering a World Traveller Plus class experience that left much to be desired.
Checking In and Boarding
The journey began on a positive note with a smooth and efficient check-in process. Passengers were treated to a priority service, setting high expectations for the flight ahead. British Airways’ safety video, inspired by Britain’s rich history of period drama, provided a humorous and engaging start to the journey, even for those familiar with it from previous flights.
In-Flight Experience: Comfort and Entertainment
The Seat and Amenities
World Traveller Plus seats are arranged in a 2-3-2 layout, offering a more intimate setting with only 39 seats in the cabin. The seat pitch of 38 inches and width of 18.5 inches provides more room than economy class, yet some passengers found the table space inadequate for using a laptop comfortably. Despite the inclusion of power sockets, USB ports, and noise-cancelling headphones, some amenities like the armrest and footrest were faulty, detracting from the overall comfort.
Entertainment and Connectivity
Expectations were not met with the in-flight entertainment system, which lacked a comprehensive selection of British films and TV shows. The system’s interface required passengers to scroll through a limited range of options. Although Wi-Fi was promised, it was unavailable on the first leg of the journey, leaving passengers without connectivity until the second leg, where a streaming package was available for purchase.
Service and Hospitality
British Airways has long been criticized for its service, and this flight was no exception. Outside of scheduled meal and drink services, obtaining even basic refreshments like water proved challenging. Passengers reported instances of requests being forgotten or misdelivered, forcing them to seek assistance in the back of the plane. The cabin temperature also posed an issue, with many passengers finding it uncomfortably cold despite layering up and using provided blankets.
Culinary Offerings
The meals served during the flight included options such as roast chicken breast, braised five-spice beef brisket, and tofu green curry, accompanied by an heirloom tomato salad and a choice of dessert. While the food was generally well-received, the absence of decaf coffee was a notable omission, especially given its popularity for aiding sleep on long flights.
Sustainability Initiatives
British Airways is committed to sustainability through its ‘BA Better World’ strategy, aiming for net zero emissions by 2050. This involves increased use of sustainable aviation fuel and investments in carbon removal technologies. However, passengers may not see immediate benefits from these initiatives during their flights.
Pricing and Overall Verdict
The cost of a World Traveller Plus ticket from Sydney to London is approximately $4500, significantly more than economy but less than half the price of business class. While the premium economy class offers some advantages over economy, the service and comfort issues make it difficult to justify the higher price for some travelers.
The flight experience on British Airways reflects a mixed bag of efficient processes and significant service shortcomings. For those with limited options, it serves as an adequate choice, but many may find better value and service with competing airlines. The airline’s class naming conventions, such as World Traveller and World Traveller Plus, add unnecessary complexity, and a more straightforward approach could enhance clarity for passengers.
Overall, British Airways remains a viable option for travelers, but with room for improvement in key areas to enhance passenger satisfaction and loyalty.
Rating: ★★½
The writer flew courtesy of Explora Journeys.
