Volunteer staff during BA strike ‘better than usual’

AIR passengers preferred the volunteer staff who replaced the regular cabin crew during the latest British Airways strike.

A survey found there were small but key improvements among satisfaction levels when employees from other parts of the company took over during the seven-day industrial action at the end of March.

The regular "Think Customer" questionnaire found overall satisfaction levels rose to 76 per cent, a one per cent increase on the previous survey. When passengers were asked whether they were happy "with the presence of staff" 75 per cent reported they were — a rise of two per cent.

There was also a two per cent increase when travellers were asked if problems were dealt with correctly. One passenger said: "My memory is how great the overall experience was from all members of your team bearing in mind they must have been under enormous pressure."

The survey was published in the in-house magazine BA News.

A company insider said: "We are delighted with the results. Although the increases are small they are key factors in showing how well the volunteer staff did their jobs — and they were clearly appreciated by our customers."

Union sources said: "BA would say that wouldn't they – it's a company survey which we would dispute."

A further 20 days of strikes begin on Tuesday in the long-running cabin crew dispute. BA expects to have to cancel more than 5,000 flights and is preparing for a busy weekend with passengers trying to get away early.

Meanwhile pilots' leaders urged the new Government to intervene in the cabin crew dispute, warning that a wave of strikes threaten jobs.

The British Airline Pilots Association (Balpa) wrote to Transport Secretary Philip Hammond and Business Secretary Vince Cable asking them to help convene fresh talks between the airline and Unite.

Balpa warned that the "unprecedented" strikes will "seriously threaten" BA's ability to maintain job security, as well as terms and conditions of employees.

General secretary Jim McAuslan said: "The last three days have changed the face of British politics with erstwhile political opponents coming together for the common good. We call on Government to use that political momentum to help solve what are tired 1970s-style industrial relations.

"Without some of that Cameron/Clegg magic, this dispute will put the future of a great airline at risk and disrupt the lives of thousands of British families."

Balpa said ministers should facilitate a meeting between BA boss Willie Walsh and Unite leader Tony Woodley this weekend to try to get next week's strikes suspended.