Interesting check-in experience at terminal 5
Jul 19, 2011, 9:57 am
#46
Join Date: May 2008
Location: YYZ
Posts: 2,636
I hope to one day be eligible to use the First desks with BA and if the OP's situation were to happen (hopefully not) have only this to complain about 
A big thank you though to those who respect the system and protect it from abuse, I will wait my turn until I've earned (or paid for) the right. ^
A big thank you though to those who respect the system and protect it from abuse, I will wait my turn until I've earned (or paid for) the right. ^
Jul 19, 2011, 10:02 am
#47
Suspended
Join Date: Nov 2007
Posts: 6,189
.....which is what happens most of the time because the First class experience is something rather special to most folks and we want our customers to enjoy it. In short, we don't want to put too many obstacles in your way.
Having said that, when I was a child and we travelled regularly on the railway and ferries, my mother usually bought First Class tickets to ensure porters were on hand to help. People in those days (we're talking early 1960's) expected to produce their tickets at regular intervals throughout their journeys. As one queued to cross the bridge to transfer from train to ferry at Heysham, everyone would have their paper tickets in their hands in readiness.
I do find it rather incredible nowadays that people expect to barge into an exclusive area without producing their credentials for doing so!
Having said that, when I was a child and we travelled regularly on the railway and ferries, my mother usually bought First Class tickets to ensure porters were on hand to help. People in those days (we're talking early 1960's) expected to produce their tickets at regular intervals throughout their journeys. As one queued to cross the bridge to transfer from train to ferry at Heysham, everyone would have their paper tickets in their hands in readiness.
I do find it rather incredible nowadays that people expect to barge into an exclusive area without producing their credentials for doing so!
Most people are not floating from cloud to cloud in stress-free travel. The rules tend to mean less to people when they seem to be used as a form of oppression more consistently than the means of protection we'd like them to be.
As an elite, I hate to use elite privileges under the cloud of suspicion. In fact, many travelers probably hate to have to interact with any personnel at all if we can avoid it, mainly out of fear of the attitudes or lectures we suspect we will receive that will sour our experience, even if we are in the correct queue.
Jul 19, 2011, 10:03 am
#48
Join Date: Jan 2003
Posts: 3,775
I hope to one day be eligible to use the First desks with BA and if the OP's situation were to happen (hopefully not) have only this to complain about
A big thank you though to those who respect the system and protect it from abuse, I will wait my turn until I've earned (or paid for) the right. ^
A big thank you though to those who respect the system and protect it from abuse, I will wait my turn until I've earned (or paid for) the right. ^
Jul 19, 2011, 10:04 am
#49
Join Date: Jul 2010
Location: TLV/ATH/LON/EZE/NYC/UIP
Programs: BA*GGL, A3*G, AF*P, VS*S
Posts: 1,013
I can confirm that - I was sitting in the GL not long ago when BA staff brought some trainees in to show them how the lounge worked, sat them down and brought out a HUGE basket of confiscated cards, must have been hundreds in there, which was apparently just from the last 3 months...
Jul 19, 2011, 10:06 am
#50
Join Date: May 2009
Location: London
Programs: BA
Posts: 1,419
To be honest I didn't PYOBP because I wanted to receive a proper BP as a souviner as I have no idea if I'll ever fly F again.
I'll stop embarassing myself now
Jul 19, 2011, 10:09 am
#51
FlyerTalk Evangelist
Join Date: Mar 2008
Location: Netherlands
Programs: KL Platinum; A3 Gold
Posts: 28,858
I've never used the First checkin at T5, and I as often use the regular baggage drop rather than the club desks if I have a bag to check from Heathrow.
The lovely lady that checked my bag on Sunday had to insist repeatedly to the passenger in front of me that she had to go back to the self-service machines to obtain her boarding pass first. The passenger really didn't want to do that. It must get very frustrating for the staff.
The time before that, when I was last passing through T5, I saw a poor BA staff member being verbally harrassed by a man who was clearly very drunk. I'm not sure why he was berating her - but the language he was using was shocking. I really felt so sorry for the poor lady.
Jul 19, 2011, 10:14 am
#52
Moderator: British Airways Executive Club
Join Date: Jan 2009
Programs: Battleaxe Alliance
Posts: 22,129
As an elite, I hate to use elite privileges under the cloud of suspicion. In fact, many travelers probably hate to have to interact with any personnel at all if we can avoid it, mainly out of fear of the attitudes or lectures we suspect we will receive that will sour our experience, even if we are in the correct queue.
I for one do not mind having to interact with personnel, as long as they are polite and courteous. It is very rare for me to encounter any BA staff members who are less than polite and courteous, so I have no reason to avoid them.
You could, if you prefer, travel hand luggage only, use the SSCI at most airports, and go straight to sleep so that you only need to interact with people at conformance, the security the gate and upon boarding.
Jul 19, 2011, 10:24 am
#53
Join Date: Jan 2005
Location: Egham, Surrey, UK
Programs: Mucci Champion des Champions, BAG4L, *A Gold, HH DIA, Hyatt Explorist, Hertz Gold, Avis President
Posts: 3,416
Last year my wife and I were flying F to SFO. As we approached the entrance to F check in a dragon blocked our way and quite rudely snapped "First or Gold?"
I replied very politely that my wife and I were both GCH's and we were both flying in F. She stepped aside with bad grace and we were permitted to check in. Not a great start to a F flight.
I replied very politely that my wife and I were both GCH's and we were both flying in F. She stepped aside with bad grace and we were permitted to check in. Not a great start to a F flight.
Last edited by BAGoldBoy; Jul 19, 2011 at 11:57 am Reason: Typed wrong airport code!
Jul 19, 2011, 10:30 am
#54
Suspended
Join Date: Nov 2007
Posts: 6,189
I don't see rules to be a form of oppression. Sometimes, they may be a bit annoying or inconvenient to me, or I may not like it, but that's not a valid reason to call it 'oppression'. It is hardly suppressing my earned rights!
I think you are taking this too personally. It is not necessarily you that is coming under the cloud of suspicion. They are merely ensuring that the rules are followed. Would you prefer it if there was no 'suspicion' of anyone and F check-in, for instance, would be free for all?
I for one do not mind having to interact with personnel, as long as they are polite and courteous. It is very rare for me to encounter any BA staff members who are less than polite and courteous, so I have no reason to avoid them.
You could, if you prefer, travel hand luggage only, use the SSCI at most airports, and go straight to sleep so that you only need to interact with people at conformance, the security the gate and upon boarding.
I think you are taking this too personally. It is not necessarily you that is coming under the cloud of suspicion. They are merely ensuring that the rules are followed. Would you prefer it if there was no 'suspicion' of anyone and F check-in, for instance, would be free for all?
I for one do not mind having to interact with personnel, as long as they are polite and courteous. It is very rare for me to encounter any BA staff members who are less than polite and courteous, so I have no reason to avoid them.
You could, if you prefer, travel hand luggage only, use the SSCI at most airports, and go straight to sleep so that you only need to interact with people at conformance, the security the gate and upon boarding.
Customer service is how people are made to feel. If you haven't picked up on the combative tone of customer service personnel in this thread, you might want to take another look. They are more interested in defending the fort than anything else. They are instructed to do so. Is it hospitality or cops and robbers?
Why do you think it is an issue? It is an issue because customer service is so impossible for most customers. If elites get the fortress mentality, what are the regular passengers getting?
As a matter of fact, I do use self service machines and carry-ons if at all possible. When I do, I pray there's not some issue, simply because I know the odds are that I will have to deal with an exasperated agent after a long wait and that neither of us really wants to see the other party.
I should add, that I understand the plight of people who work with the public like this. Why I'm bothered is because it seems to be employees versus customers, when the real issue starts and ends with decision makers who are insulated from the experience and think more rules and policing are the issue.
Jul 19, 2011, 10:42 am
#56
Moderator: British Airways Executive Club
Join Date: Jan 2009
Programs: Battleaxe Alliance
Posts: 22,129
The point is, ideally, customer service agents should have the skill to make everyone feel welcome, but it does occasionally fail. Unfortunate, but fact of life, pretty much like occasionally slipping off the stairs. It does not mean BA should accept poor attitude or behaviour from their customer services agent, but it also does not mean passengers should take every one of them as widespread behaviour among BA, or to take it as a personal slight by BA.
Jul 19, 2011, 11:01 am
#57
Join Date: Mar 2010
Location: Edinburgh, UK
Programs: BA Gold, FB Petroleum Club, HH Gold, A-Club Platinum
Posts: 1,760
At LGW they always ask and every time extremely politely.
After printing my BP and proceed to bag drop, I use to hold my card in a way that they will see that and will not have to ask.
People are saying excuses to the agents all the time and it is right that they ask (they protect our benefits). Although as BAGoldBoy said, this should happen with an appropriate way. "First or Gold" doesn't sounds to me very nice, like going to a restaurant which will cost you 400 pp with a waitress asking you "food or water?"
Gold members are more valuable than the First status-less passengers IMO.
After printing my BP and proceed to bag drop, I use to hold my card in a way that they will see that and will not have to ask.
People are saying excuses to the agents all the time and it is right that they ask (they protect our benefits). Although as BAGoldBoy said, this should happen with an appropriate way. "First or Gold" doesn't sounds to me very nice, like going to a restaurant which will cost you 400 pp with a waitress asking you "food or water?"
Gold members are more valuable than the First status-less passengers IMO.
Jul 19, 2011, 11:04 am
#58
Join Date: Jan 2003
Posts: 3,775
I get challenged politely and I say I'm Gold, then I am let through. I have never been asked to produce the card.
If you attempt to brush me to one side, and barge past me with your fully-laden trolley, it is at that point I will be a bit firmer. "Where are you flying to today?"
The military drill-square "bark" comes a moment later if you still persist in a bulldozer attempt!
Jul 19, 2011, 11:11 am
#59
Moderator: British Airways Executive Club
Join Date: Jan 2009
Programs: Battleaxe Alliance
Posts: 22,129
I think I may have come across with you, because I remember that exact wording, which left an impression because the chap was extremely pleasant and helpful with my subsequent query/request.
You weren't at the F "guarding counter" at T5 during one of the snow chaos (not the last one but the one before), were you?
You weren't at the F "guarding counter" at T5 during one of the snow chaos (not the last one but the one before), were you?
Last edited by LTN Phobia; Jul 19, 2011 at 11:34 am
Jul 19, 2011, 11:18 am
#60
Join Date: Mar 2010
Location: Edinburgh, UK
Programs: BA Gold, FB Petroleum Club, HH Gold, A-Club Platinum
Posts: 1,760