Originally Posted by
Peter Ould
I think CSMs should be empowered to make decisions like this. Maintaining brand loyalty is all about making the customer feel good about the travelling experience.
but not at the expense of annoying your other passengers.
which is why BA has policies and processes for upgrades to ensure that on board staff don’t make on the hoof decisions that may backfire on them.
It’s why, absent something like a last minute safety issue with the seat, there is a list of passengers to upgrade predetermined by the system If upgrades need to be done.
i now look forward to many threads with people complaining that they weren’t upgraded on their birthday.