My wife and I flew an 11-hour flight from London. ...

My wife and I flew an 11-hour flight from London. It wasn t a great start to our BA experience as this flight was delayed 3 hours from the scheduled department time.

The experience got worse as the staff were rude and abrupt to fellow passengers; it is certainly an aspect I noticed at multiple points throughout the flight by numerous staff to us and many other passengers.

The staff extended this poor & rude behaviour by denying some people basic amenities ice and certain soft drinks by staff stating items weren t available. This was evident as my wife asked for ice; she was told there was none available. I then asked on the other side of the aisle within moments of this and was shown a full casket. This continued later with the same scenario for a soft drink, as we overheard another passenger being denied. We were provided the same drink that our fellow passenger had asked. The mentality from the BA staff in this scenario still has me perplexed.

Suffice to say, the service was beyond poor. The plane itself is dated and lacking adequate elements for a long-haul flight. The lack of cleanliness can be seen via the attached images and the entertainment screen provided is no bigger than an average wallet (again, please note the attached image). This was also reset multiple times due to service issues.

Further, with two meals provided on this flight, there was no communication regarding the availability of snacks when asked, this was very basic in the form of chocolates and crisps.

This abysmal experience got worse as the pilot stated he would take shortcuts to make up time . We landed 2 hours and 45 minutes after; this denies all passengers compensation under the EU regulation for 3-hour or more delays. This rubbed salt in the wound for an already poor experience in terms of service and quality.

My wife and I had to reschedule our connecting flight at a cost to our own when we landed; I have made a claim to BA directly over 2 weeks ago; however, I have heard nothing compounding the severely poor experience with this provider.

We dreaded the return flight. The flight staff were better in this instance, however the elements concerning the plane, food & journey quality were still apparent.