Did BA stop the on-board Gold welcome?Back to Forum
Anonymous15 Jun 2015
Up until several flights ago the CSM/CSD would visit me at my seat, crouch down and say thanks for being BA Gold. This happened in both Economy and Club.
I’m not even sure if I liked or disliked the event – although it was handy if I was economy and fancied another drink – but I started to expect it to happen and now it doesn’t.
Has the policy changed or did I just experience a series of normally random events in succession?15 Jun 2015
It does still happen. I had a welcome just before landing in Hong Kong yesterday. The CSD apologised for not saying hello sooner but she said I had been asleep every time she had been round before! In my experience in happens 1 in 3 flights.15 Jun 2015
@ BugAdvisor it should still be done. The delivery can be inconsistent though. Some routes on some days (say a friday evening LHR-JFK) can have upwards of 60 Golds on board one aircraft. As the CSD/CSM is also now on a trolley it proves difficult for them to reach all the Golds.
Saying that, if they cannot do the task themselves they should delegate another crew member to do the ‘welcome back’ chat.
It’s interesting to mention that it never formed part of BA’s ‘service standards’ to welcome other OW airlines emerald holders onboard. This changed just a couple weeks ago and it is now expected they are given ‘the chat’ too.
In my experience this is pretty inconsistent across OneWorld. CX has been 100%. Qantas pretty regular. MH/QR/AA zero.15 Jun 2015
Yup, I’m still getting it, and tends (for me) to happen around 80% of the time, albeit I don’t travel on many business/Gold-heavy routes. My hit rate is better on much short-haul and Mixed Fleet than on long haul, but to be honest, I prefer that, as the extra cup of coffee on a short haul actually makes a difference – on long haul, I’m never really sure what to say when they ask “is there anything else I can get you”! I don’t mind if it comes straight from the iPad – it’s the thought (or caffeine) that counts 🙂
And, yes, CX is 100%, and QR/MH nil in my experience. Although at MH outstations, Emeralds get the same treatment as business passengers including any fast tracks or escorted walks past security to the lounge – which can be a real bonus (e.g. at Phuket zoo, I mean, airport)15 Jun 2015
Interesting question. I was on two Mixed Fleet flights to the Gulf recently and there was no recognition at all. CX was good in March and I certainly was acknowledged on 3 of my 4 legs with QR a few weeks back. Nothing over 4 legs with MH in April.15 Jun 2015
My last Ba experience was in First from LHR to YYZ and we only saw the CSD once on the flight and he rushed in and out and not once did he introduce himself to any of the First passengers, regardless of status. The crew were poor and the whole service had a feel of doing the minimum possible in a way that suited the crew rather than trying to outperform customers’ expectations. The anytime dining is a joke in this context as the crew make it perfectly clear they expect you to dine when they serve everyone else. Even my request for an additional bowl of nuts triggered sarcastic comments and eyebrow raising. BA has some of the best crews in the world but it also has some of the worst and it clearly struggles to get consistent delivery of the softer elements of the specification. However, a CSD not introducing him or herself to customers in First should be a capital offence and, of course, if the crew in First think the CSD will keep a low profile then I’m sure that influences their behaviour too!15 Jun 2015
Zero welcome on 4 recent trans-atlantics with BA ( I’m a GGL), in fact on one flight, I didn’t even see the CSD once (upstairs on a 747)
I was royally welcomed on the LCY to JFK service recently though but oddly, nothing on the return…. I think it must have something to do with the crew?
Strangely enough, I was welcomed in my seat on USAirways PHL to MAN by the purser who said something along the lines of “I see you are Oneworld Emerald, thank you & let me know if you need anything at all”
PS – MARLOW1971 – I am soon headed out to PHL with BA in First (for the very 1st time, using an upgrade voucher) – it will be interesting to see…..15 Jun 2015
It is hit and miss but not necessarily down to the crew. Nowadays, the main GCH indicator for the CSD/CSM is gleaned from the ipad they use.
However if the ipad is problematic or the person in the CSD/CSM position is for example a pursar working up who are not issued with an ipad and no spares are available, then the crew are between a rock and a hard place.
Apparently some managers have picked-up senior crew for stats indicating a zero GCH welcome rate even when the root cause is a failure in the system, process and equipment. Regardless the black mark appears to stick.
Maybe the company should understand and fix the root cause of issue instead of being quick to blame their front line staff.15 Jun 2015
Just a quick question for the Goldies/Emeralds –
Would it make a difference to you if it was another member of crew that acknowledged your status apart from the CSD/CSM? For example the crew member working the aisle where you are seated welcoming you back, acknowledging your status or the Purser working in your cabin.15 Jun 2015
It is all very hit and miss, it have been some time since I was last given a welcome.
What BA need is some continuity, especially in the catering area, dreadful tiny ‘snack’ dished out on arrival @ YYZ a couple of weeks ago.15 Jun 2015