American Airlines Flight Attendants Are Still Unhappy With the New and Improved Catering at London Heathrow

Key Takeaways

• AA ended Dnata contract abruptly, causing double provisioning chaos
• Do&Co now supplies all Heathrow meals, easing some onboard strain
• Flight attendants still face extra tasks, sparking union complaints
• Passengers praise new catering, but long‑term provider remains uncertain
• Union demands premium pay; AA has not yet complied

Pulse Analysis

American Airlines’ decision to terminate its long‑standing catering agreement with Dnata in early March caught the airline off guard and forced a makeshift ‘double provisioning’ strategy, where food, beverages and equipment for the return leg were loaded onto outbound flights from the United States. The logistical nightmare strained galley space on wide‑body aircraft and required crews to manage two full catering loads on a single trip. By late April the carrier secured a short‑term contract with Austrian‑based Do&Co, restoring a single‑source kitchen at London Heathrow and eliminating the need for duplicate loads.

From the flight‑deck perspective, the transition has been anything but seamless. The Association of Professional Flight Attendants (APFA) reports that cabin crews continue to shoulder duties that fall outside their collective‑ bargaining agreement, such as handling trash from catering carts for ground‑side cleaning crews. These extra responsibilities have inflated the crew’s workload and triggered demands for a premium pay surcharge on Heathrow rotations, a request that American Airlines has yet to honor. The union warns that prolonged strain could erode morale, increase turnover, and ultimately affect on‑time performance.

Despite crew grievances, passenger feedback on Do&Co’s upscale menu has been largely positive, suggesting the culinary upgrade could bolster AA’s premium brand perception on transatlantic routes. However, the temporary nature of the contract leaves the airline vulnerable; a permanent catering partner must be vetted for reliability, cost efficiency, and compliance with labor standards. Industry observers note that the Heathrow episode underscores the broader risk of abrupt vendor swaps in a tightly regulated hub, where supply‑chain continuity is essential for both operational stability and employee satisfaction.