Flight Attendants Say New Supplier Fails to Resolve Operational Strain
FORT WORTH — Flight attendants at American Airlines are voicing continued frustration over catering operations at London Heathrow Airport, arguing that recent changes have failed to address workload challenges despite the airline’s partnership with premium caterer Do&Co.
The Association of Professional Flight Attendants (APFA), which represents more than 20,000 crew members, says operational pressures persist months after the airline abruptly ended its contract with Dnata earlier this year.
While American Airlines has moved quickly to stabilize catering at one of its most important international hubs, union officials describe the current setup as a temporary workaround rather than a sustainable long-term solution.
Abrupt Supplier Exit Triggered Operational Disruption
American Airlines terminated its long-standing relationship with Dnata in early March 2025 under circumstances that left little time to secure a replacement provider. The sudden exit created an immediate operational gap at Heathrow, one of the airline’s busiest transatlantic gateways.
With no local catering infrastructure in place, the airline implemented a “double provisioning” strategy. Under this approach, aircraft departing from U.S. hubs were loaded with all food, beverages, and galley equipment required for both outbound and return flights.
While effective as a stopgap, the method created logistical complications onboard.
Galley space on long-haul aircraft is typically optimized for a single journey, not two full transatlantic services. As a result, crews were required to operate in constrained conditions while managing unfamiliar service configurations.
Flight attendants also reported receiving minimal training to adapt to the new setup, further compounding operational strain.
In response, APFA called for a significant pay premium for crews assigned to London routes, citing increased workload and complexity. That demand remains unresolved.
Do&Co Partnership Improves Catering Quality
On April 22, American Airlines transitioned all Heathrow departures to catering provided by Do&Co, eliminating the need for double provisioning and restoring locally sourced meal service.
From the airline’s perspective, the move marked a significant improvement. Do&Co is widely regarded as an upscale catering provider, and early passenger feedback has been positive, particularly in premium cabins.
However, union representatives say the changes have not fully addressed the burden placed on crews.
According to APFA, flight attendants continue to perform duties outside their standard responsibilities on long-haul international flights. In one reported case, crew members were instructed to remove trash from catering carts to facilitate collection by ground cleaning teams.
The union raised concerns that such tasks violated contractual agreements. The practice has since been discontinued.
“While management continues to frame this as progress, these adjustments remain temporary fixes to a prolonged operational failure that has significantly increased our members’ workload,” APFA communicated to its members this week.
The union added that it will continue to monitor the situation closely while pushing for both accountability and a permanent solution.
Search for Long-Term Catering Partner Continues
American Airlines has confirmed it is actively seeking a long-term catering partner at Heathrow. The agreement with Do&Co is temporary, and it remains unclear whether the Austrian firm will secure a permanent role.
Competition among catering providers at Heathrow is expected to be strong, given the airport’s status as a major global aviation hub.
The airline has not publicly disclosed the reasons behind its abrupt split with Dnata, though industry reports have suggested that health and safety concerns may have played a role.
Until a permanent provider is selected, flight attendants operating London routes will continue working under interim arrangements that the union says fall short of expectations for premium transatlantic service.
For American Airlines, the challenge now is balancing operational recovery with employee satisfaction, as it works to stabilize one of its most critical international operations while maintaining service standards for high-value passengers.
