British Airways has reduced the compensation offered to first-class passengers for seating issues, despite ongoing complaints related to its newly installed Club World Suite business-class seats. Under the airline’s revised policy, affected first-class customers will receive £350 for seats that fail to recline, down from the previous £700 payout.

The move comes amid growing dissatisfaction from travelers experiencing problems with the Club World Suite, which has been fitted on more than 90 British Airways aircraft as part of a £7 billion cabin refurbishment program. Passengers have reported several quality concerns, including malfunctioning seats and cosmetic damage caused by overlapping cabinet doors. Some customers have noted that the vanity doors frequently result in scratches and paintwork damage. One passenger commented that nearly every Club Suite seat exhibited some form of wear or damage.

A British Airways manager acknowledged the rising number of complaints, saying that dissatisfaction is “reaching a crescendo,” particularly among passengers familiar with the airline’s prior compensation arrangements for service shortcomings. Despite this, the airline has chosen to lower the amount it offers as redress for seating defects.

The Club World Suite was intended to modernize British Airways’ business-class product, providing enhanced privacy and comfort. However, these reports have raised questions about the quality and durability of the new cabin features. The airline has yet to provide further details on whether adjustments or repairs will be made to address the design flaws cited by customers.

The reduction in compensation amounts, combined with persistent issues related to seat functionality and cabin finishes, adds to the challenges British Airways faces as it seeks to maintain service standards and customer satisfaction following its extensive cabin investment.