The Golden Ticket scheme was actually designed specifically to recognise customer facing staff. By that not just those that are physically facing the customer in person (like cabin crew, pilots or customer service agents) but also people in the call centres or in the social media team. It is literally the only type of recognition that we receive (other than when customers take the time to write in via BA.com/thank you), although at least within the Cabin Crew community this recognition is purely the interaction between the customer and the crew member as there is no incentive to receiving one.

Colleagues in Waterside get recognition when their projects are successful and customer voice scores or likeliness to recommend BA scores in their project areas are high, and this is reflected in their end of year bonus and incremental pay rise. I'm sure it was a nice surprise for this colleague though, well done to them.