October 28, 2025 — 5:00am
British Airways, a name synonymous with air travel, continues to struggle with its service reputation, as evidenced by a recent journey from Sydney to London. The flight, BA 0016, operates daily via Singapore on a Boeing 787 Dreamliner, offering passengers a glimpse into the airline’s mixed bag of experiences.
While the check-in process is notably smooth, thanks to an efficient priority service, the flight itself reveals several shortcomings. The airline’s safety video, a highlight for its creativity and humor, stands out as a rare moment of excellence amidst otherwise lackluster service.
Comfort and Amenities: A Closer Look
British Airways’ World Traveller Plus class, known as Premium Economy, offers a seat layout of 2-3-2, creating a more intimate cabin environment. With a seat pitch of 38 inches and a width of 18.5 inches, it provides more space compared to the economy class. However, the table’s limited width poses challenges for passengers hoping to work comfortably during the flight.
The entertainment system, unfortunately, does not meet expectations. Despite being a British airline, the selection of British movies and TV shows is surprisingly limited. The lack of an easy selection menu adds to the frustration, leaving passengers to scroll through a mediocre range of options.
“The touch-screen entertainment system doesn’t have the massive range of excellent British movies and TV series you might expect.”
Service and In-Flight Experience
Service remains a significant drawback for British Airways. Outside of the main meal and drink service, obtaining even basic amenities like water proves challenging. Instances of miscommunication and neglect by the cabin crew highlight ongoing issues in customer service.
The cabin temperature further exacerbates the discomfort, with passengers resorting to layering clothes and blankets to combat the chill. Despite complaints, adjustments to the air conditioning are slow to materialize.
Food and Beverage Offerings
Meals on board are generally appetizing, with options like roast chicken breast and braised five-spice beef brisket. However, the absence of decaf coffee is a notable oversight, especially when other airlines recognize its importance for passenger comfort.
Sustainability and Pricing
British Airways has committed to a ‘BA Better World’ sustainability strategy, aiming for net zero emissions by 2050. This includes the use of sustainable aviation fuel and investments in carbon removal technologies.
“The airline has a ‘BA Better World’ sustainability strategy, aiming for net zero emissions by 2050.”
Pricing for the World Traveller Plus class from Sydney to London is approximately $4500, more than double the cost of economy but significantly less than business class. This price point positions it as a middle-ground option for travelers seeking more comfort than economy without the expense of business class.
The Verdict
While British Airways offers certain perks, such as a generous baggage allowance and a creative safety video, the overall experience leaves much to be desired. The airline’s service inconsistencies and entertainment shortcomings detract from its appeal, making it a less favorable choice compared to competitors.
The writer, Sue Williams, a seasoned travel journalist, concludes that while British Airways serves as a viable backup option, it falls short of being a preferred choice for long-haul travel.
★★½
The writer flew courtesy of Explora Journeys.
