Four Ladies to London
Jan 27, 2012, 6:32 am
#1
Original Poster
Join Date: Jan 2010
Posts: 3,190
Four Ladies to London
For those of you relishing the prospect of reading another report of poor customer service, or looking forward to seeing yet another post of how badly BA has treated a passenger, you should go elsewhere. This is an account of a wonderful flight, but more importantly a crew that really knew what customer service is all about, with some good BA sales effort thrown in.
I fly BA regularly - almost every time I fly now (except for some AA transit intra-USA, and anything constrained to be otherwise due to work travel policies) but I just don’t fly that often anymore. A couple of times a year to visit “home” is all it really is. I used to fly BA all the time, all over Europe and to and from the States, when Silver was a paid card and dinosaurs roamed the earth. I’ve never had a bad flight from BA. Mostly I find them good or very good and have only had a couple of flights that couldn’t scrape into the good or above category.
G-CVIG - BA 286 - SFO-LHR - 7:40pm-2:00pm
Looking at the bird from the lounge window it was apparent that we had new First up front, with blocked out windows and blue light in the nose.
After a couple of glasses of bubbly (Pommery), a sandwich or two, and an ice cream sundae, pre-boarding started in the SFO lounge at about 7:05pm (SFO time) and boarding began at 7:10pm. The thing I like about SFO is that you board straight from the lounge onto the jet-bridge. I made my way to the plane and the CSD greeted us all at the door with a smile, making the joke that my seat was all the way at the back. The blood drained from my face for a couple of milliseconds before I got the joke, as she confirmed that 64K was indeed, upstairs. The plane wasn’t full, but the upper deck was.
I was just sorting stuff out and had my jacket off for about 15 seconds before one of the two wonderful CC up there offered to take my jacket. And about 30 seconds later I was offered a pre-departure drink. I settled in with my champagne (Taittinger) for what was already looking like a good flight. The pilot announced that the flying time would be a shortish 9 hours and 30 minutes. We pushed back at about 7:36pm, did half a circuit of SFO before taking off on 28L I believe at about 7:57pm. Note that 7:57pm SFO time is 3:57am LHR time and we’ll be using destination time from now on.
The CSD came on the speaker and gave the usual introductions of the pursers in each cabin and a few other pieces of info. At 4:02am the seat belt light went off with menus being distributed about 5 minutes later with hot towels right after. At about 4:15am I noticed the CSD in the cabin doing intros for those with metallic elite cards (not me!) and handing out landing cards. She said hello to me and offered me a landing card, which I declined and then she went downstairs. I figured that was the last time I would see her.
At 4:23am my dinner order was taken and around this time it was apparent that the IFE was active. It looked like the Rock and Pop music selection has been reduced considerably – it didn’t seem that there were nearly so many CDs to select from. It didn’t bother me as I bring my own music with me. At 4:28am a bottle of water was handed out to everyone, followed by the drinks trolley reaching me at about 4:37am. I had a laugh with the two excellent upper deck crew, who weren’t quite certain what a screwdriver was, but that wasn’t an issue as they had abundant quantities of both orange juice and vodka on-hand! At 4:41am I started watching the “From the Ashes” documentary on the IFE and the drinks were refreshed at about 4:45am.
The first course appeared at 5:01am just after one of the UD CC asked my if the temperature was OK or was it a bit hot. I responded that I thought it was getting a little too warm. With my starter I tried the Saint-Emilion (on a recommendation here, IIRC) but found it almost undrinkable, unfortunately. The starter (salmon and salmon) was very, very good. At 5:19pm the starter plate and my unwanted salad were cleared away and more drinks provided so I decide to switch back to the screwdrivers!
The main dish (beef) was delivered at about 5:30am. As expected this was the worst part of the flight, cooked almost beyond recognition, but I wasn’t expecting anything else. I ate some of it but it wasn’t very good really. Before the main plates were cleared up at 5:42pm we experienced some mild turbulence, but not enough to bother the seatbelt light.
Dessert was offered at 5:54pm and I went for the cheese, one of which was really good and the other not so much. I wish they would provide different crackers with the cheese though. The oatmeal Walkers ones don’t seem to go well with anything, from my point of view. I was offered port with my cheese as we experienced some more turbulence that caused the seatbelt light to go on. I declined and ordered coffee and Baileys (separately.) The Baileys was delivered immediately but due to the seatbelt light I’d have to wait a bit for the coffee. Not a problem. The turbulence subsided and coffee arrived at 6:11am, with some more Baileys.
Duty free followed at 6:13am and I bought a bottle of something for a family member, and I was asked how I would like to pay. When I responded that I’d like to use a credit card, the CC doing the duty free said she had to go and get the machine. About 5 minutes later we had an interesting little game of try the machine for the first time on the upper deck. We forced it into submission and the purchase was complete.
After completing the Ashes documentary, I decided to settle down for some sleep at about 6:46am.
Between 10am and 10:30am I woke a few times, and there was some mild turbulence again. After a little dozing I returned to the IFE and started watching the Queen documentary. People complain about both the smell and light pollution in 64K. I haven’t experienced either. I find I get far more light pollution through the translucent divider when 64J has their light on, which you can get in any CW seat (not from 64J though, obviously!)
Towards noon the lights slowly started brightening and at 11:56am hot towels were distributed. I got up and stretched my legs, walking around the UD for a bit. I met the CSD again, and started up a bit of a discussion about new First. She asked me if I would like a brief tour of First. Of course I would! She said she would be back in a few to let me know if we could do it during the flight or if it would have to wait until after we were at the gate. I sat back down and breakfast was served very cheerfully by the CC a few minutes after noon.
I had already finished breakfast but cleanup had not occurred yet when the CSD returned at about 12:35pm. She said that if I would like to collect my things, I could spend the rest of the flight in First. In fewer than two minutes I was ready to go and the UD CC already had my jacket for me to take with me and had cleaned up after my breakfast.
Downstairs at the pointy end I was escorted and shown 5A. I settled in. The First CC showed me around the seat and offered me a drink. I went for some tea. I spent the next 15 minutes trying out most of the features of new First, and drinking some very nice tea! At 12:55pm we started our descent as I looked out over England through my two First windows. My only real criticism of First (from this brief experience) is that the windows are a little too far away for good sightseeing. At 1:01pm the co-pilot announced that we were 20 minutes from landing. Hot towels were distributed and the cabin was prepared for landing by the crew at 1:08pm. This includes closing the IFE screen, which is a shame as I like to watch the moving map as we maneuver for final approach, but I found an easy way around that.
The undercarriage came down very noisily (I’m not used to being that close) at 1:28pm for a 1:30pm touchdown on 27R. I had another nice chat with the CSD as we waited for the jet bridge to be aligned and gave her positive feedback on First, the upper deck CC and herself! We appeared to be parked at the far North end of T5C, you know, the end that’s on the other side of the M4! (Stand 562 for those who are interested!) This entailed a bit of a walk to the train but by 1:43pm I was waiting for one and on one at 1:46pm.
At 1:58 IRIS was failing for me so I went to the e-Gates. One of those also failed for me but UKBP had the temerity to have sufficient staff on-hand that there was one dedicated to e-Gate failures like me!
By 2:03pm I was in the arrivals hall finding my family!
When I go West I’ll scan the CW and First menus and wine lists for those who are interested, and maybe even a few low quality pics.
The two upper deck ladies were absolutely wonderful. Always serving cheerfully and with a smile. They know what customer service means, when to serve and when to leave you alone. My truncated time on the upper deck was probably the best time I have ever had up there, except maybe for once when there were about only four of us!
The CSD lady was fantastic. She was very friendly and knowledgeable, and obviously knows that selling is part of everyone’s job these days. I really hope I get to fly with her again. BA should clone her and put one on every plane! They should also put her on commission. Giving a flyer just a few minutes in First is a great selling strategy. There were only 5 in First and they were all at the front, so my presence didn’t disrupt them and I was only there for 45 minutes at the most. And yes, I let all the “real” First passengers off the plane before me.
The fourth lady? G-CVIG of course! Yes, she’s old. But she has been recently renovated. Everything worked. The IFE screen in Club was stiff, tables aligned and slid smoothly, the catches on the storage lockers by the sides of the upper deck window seats clicked positively and loudly. No, she isn’t new. But she is still good. When they retire the 744s on my route I’ll be disappointed. They will be missed. And First is a really nice place to be.
It is always a good day when you start in 64K and end up in 5A after having been very well looked after with smiles and service all round.
To Fly, To Serve? Yes, I’d say so. If BA can make this experience the rule across their fleet they won’t have anything to worry about. Let BA fail? These four ladies and all like them won’t let BA fail!
rb211.
I fly BA regularly - almost every time I fly now (except for some AA transit intra-USA, and anything constrained to be otherwise due to work travel policies) but I just don’t fly that often anymore. A couple of times a year to visit “home” is all it really is. I used to fly BA all the time, all over Europe and to and from the States, when Silver was a paid card and dinosaurs roamed the earth. I’ve never had a bad flight from BA. Mostly I find them good or very good and have only had a couple of flights that couldn’t scrape into the good or above category.
G-CVIG - BA 286 - SFO-LHR - 7:40pm-2:00pm
Looking at the bird from the lounge window it was apparent that we had new First up front, with blocked out windows and blue light in the nose.
After a couple of glasses of bubbly (Pommery), a sandwich or two, and an ice cream sundae, pre-boarding started in the SFO lounge at about 7:05pm (SFO time) and boarding began at 7:10pm. The thing I like about SFO is that you board straight from the lounge onto the jet-bridge. I made my way to the plane and the CSD greeted us all at the door with a smile, making the joke that my seat was all the way at the back. The blood drained from my face for a couple of milliseconds before I got the joke, as she confirmed that 64K was indeed, upstairs. The plane wasn’t full, but the upper deck was.
I was just sorting stuff out and had my jacket off for about 15 seconds before one of the two wonderful CC up there offered to take my jacket. And about 30 seconds later I was offered a pre-departure drink. I settled in with my champagne (Taittinger) for what was already looking like a good flight. The pilot announced that the flying time would be a shortish 9 hours and 30 minutes. We pushed back at about 7:36pm, did half a circuit of SFO before taking off on 28L I believe at about 7:57pm. Note that 7:57pm SFO time is 3:57am LHR time and we’ll be using destination time from now on.
The CSD came on the speaker and gave the usual introductions of the pursers in each cabin and a few other pieces of info. At 4:02am the seat belt light went off with menus being distributed about 5 minutes later with hot towels right after. At about 4:15am I noticed the CSD in the cabin doing intros for those with metallic elite cards (not me!) and handing out landing cards. She said hello to me and offered me a landing card, which I declined and then she went downstairs. I figured that was the last time I would see her.
At 4:23am my dinner order was taken and around this time it was apparent that the IFE was active. It looked like the Rock and Pop music selection has been reduced considerably – it didn’t seem that there were nearly so many CDs to select from. It didn’t bother me as I bring my own music with me. At 4:28am a bottle of water was handed out to everyone, followed by the drinks trolley reaching me at about 4:37am. I had a laugh with the two excellent upper deck crew, who weren’t quite certain what a screwdriver was, but that wasn’t an issue as they had abundant quantities of both orange juice and vodka on-hand! At 4:41am I started watching the “From the Ashes” documentary on the IFE and the drinks were refreshed at about 4:45am.
The first course appeared at 5:01am just after one of the UD CC asked my if the temperature was OK or was it a bit hot. I responded that I thought it was getting a little too warm. With my starter I tried the Saint-Emilion (on a recommendation here, IIRC) but found it almost undrinkable, unfortunately. The starter (salmon and salmon) was very, very good. At 5:19pm the starter plate and my unwanted salad were cleared away and more drinks provided so I decide to switch back to the screwdrivers!
The main dish (beef) was delivered at about 5:30am. As expected this was the worst part of the flight, cooked almost beyond recognition, but I wasn’t expecting anything else. I ate some of it but it wasn’t very good really. Before the main plates were cleared up at 5:42pm we experienced some mild turbulence, but not enough to bother the seatbelt light.
Dessert was offered at 5:54pm and I went for the cheese, one of which was really good and the other not so much. I wish they would provide different crackers with the cheese though. The oatmeal Walkers ones don’t seem to go well with anything, from my point of view. I was offered port with my cheese as we experienced some more turbulence that caused the seatbelt light to go on. I declined and ordered coffee and Baileys (separately.) The Baileys was delivered immediately but due to the seatbelt light I’d have to wait a bit for the coffee. Not a problem. The turbulence subsided and coffee arrived at 6:11am, with some more Baileys.
Duty free followed at 6:13am and I bought a bottle of something for a family member, and I was asked how I would like to pay. When I responded that I’d like to use a credit card, the CC doing the duty free said she had to go and get the machine. About 5 minutes later we had an interesting little game of try the machine for the first time on the upper deck. We forced it into submission and the purchase was complete.
After completing the Ashes documentary, I decided to settle down for some sleep at about 6:46am.
Between 10am and 10:30am I woke a few times, and there was some mild turbulence again. After a little dozing I returned to the IFE and started watching the Queen documentary. People complain about both the smell and light pollution in 64K. I haven’t experienced either. I find I get far more light pollution through the translucent divider when 64J has their light on, which you can get in any CW seat (not from 64J though, obviously!)
Towards noon the lights slowly started brightening and at 11:56am hot towels were distributed. I got up and stretched my legs, walking around the UD for a bit. I met the CSD again, and started up a bit of a discussion about new First. She asked me if I would like a brief tour of First. Of course I would! She said she would be back in a few to let me know if we could do it during the flight or if it would have to wait until after we were at the gate. I sat back down and breakfast was served very cheerfully by the CC a few minutes after noon.
I had already finished breakfast but cleanup had not occurred yet when the CSD returned at about 12:35pm. She said that if I would like to collect my things, I could spend the rest of the flight in First. In fewer than two minutes I was ready to go and the UD CC already had my jacket for me to take with me and had cleaned up after my breakfast.
Downstairs at the pointy end I was escorted and shown 5A. I settled in. The First CC showed me around the seat and offered me a drink. I went for some tea. I spent the next 15 minutes trying out most of the features of new First, and drinking some very nice tea! At 12:55pm we started our descent as I looked out over England through my two First windows. My only real criticism of First (from this brief experience) is that the windows are a little too far away for good sightseeing. At 1:01pm the co-pilot announced that we were 20 minutes from landing. Hot towels were distributed and the cabin was prepared for landing by the crew at 1:08pm. This includes closing the IFE screen, which is a shame as I like to watch the moving map as we maneuver for final approach, but I found an easy way around that.
The undercarriage came down very noisily (I’m not used to being that close) at 1:28pm for a 1:30pm touchdown on 27R. I had another nice chat with the CSD as we waited for the jet bridge to be aligned and gave her positive feedback on First, the upper deck CC and herself! We appeared to be parked at the far North end of T5C, you know, the end that’s on the other side of the M4! (Stand 562 for those who are interested!) This entailed a bit of a walk to the train but by 1:43pm I was waiting for one and on one at 1:46pm.
At 1:58 IRIS was failing for me so I went to the e-Gates. One of those also failed for me but UKBP had the temerity to have sufficient staff on-hand that there was one dedicated to e-Gate failures like me!
By 2:03pm I was in the arrivals hall finding my family!
When I go West I’ll scan the CW and First menus and wine lists for those who are interested, and maybe even a few low quality pics.
The two upper deck ladies were absolutely wonderful. Always serving cheerfully and with a smile. They know what customer service means, when to serve and when to leave you alone. My truncated time on the upper deck was probably the best time I have ever had up there, except maybe for once when there were about only four of us!
The CSD lady was fantastic. She was very friendly and knowledgeable, and obviously knows that selling is part of everyone’s job these days. I really hope I get to fly with her again. BA should clone her and put one on every plane! They should also put her on commission. Giving a flyer just a few minutes in First is a great selling strategy. There were only 5 in First and they were all at the front, so my presence didn’t disrupt them and I was only there for 45 minutes at the most. And yes, I let all the “real” First passengers off the plane before me.
The fourth lady? G-CVIG of course! Yes, she’s old. But she has been recently renovated. Everything worked. The IFE screen in Club was stiff, tables aligned and slid smoothly, the catches on the storage lockers by the sides of the upper deck window seats clicked positively and loudly. No, she isn’t new. But she is still good. When they retire the 744s on my route I’ll be disappointed. They will be missed. And First is a really nice place to be.
It is always a good day when you start in 64K and end up in 5A after having been very well looked after with smiles and service all round.
To Fly, To Serve? Yes, I’d say so. If BA can make this experience the rule across their fleet they won’t have anything to worry about. Let BA fail? These four ladies and all like them won’t let BA fail!
rb211.
Last edited by RB211; Feb 26, 2012 at 9:07 am Reason: Fixed another typo!!!
Jan 27, 2012, 6:35 am
#2
Suspended
Join Date: Jun 2006
Location: Earth
Programs: Proud owner of 3 Mucci's (yes, 3!) the latest being Chevaliere des Bains Chauds, BA Silver (6 yrs)
Posts: 10,985
Thank you rb211 - very pleased to read about your positive experience, thanks for sharing it with us.
Jan 27, 2012, 7:23 am
#5
Join Date: Oct 2006
Location: London
Programs: Many. Too many. I came here to cut them down. I failed.
Posts: 2,999
It didn't sound like an outlandishly perfect flight - there were obviously issues (wine / food).
However, what we have is a balanced report from a positive person who obviously has a love of flying, and really appreciates first and foremost the BA Crew.
I find some trip reports the massive focus on a tiny issue that 'ruins the trip' so ott, it fails to reflect the excitement of any air travel (even these days!). Even the pickiest of person can find something wrong with some aspect of any trip. However, I tend to remember the positives, and leave the negatives behind, and I like my Trip Reports to be like this - focus on the positives. Thanks ^
However, what we have is a balanced report from a positive person who obviously has a love of flying, and really appreciates first and foremost the BA Crew.
I find some trip reports the massive focus on a tiny issue that 'ruins the trip' so ott, it fails to reflect the excitement of any air travel (even these days!). Even the pickiest of person can find something wrong with some aspect of any trip. However, I tend to remember the positives, and leave the negatives behind, and I like my Trip Reports to be like this - focus on the positives. Thanks ^
Jan 27, 2012, 7:48 am
#6
Join Date: Mar 2011
Location: London
Programs: BA Gold, Skywards, Hilton Honors and lots of other under-utilised Hotel Schemes
Posts: 321
It didn't sound like an outlandishly perfect flight - there were obviously issues (wine / food).
However, what we have is a balanced report from a positive person who obviously has a love of flying, and really appreciates first and foremost the BA Crew.
I find some trip reports the massive focus on a tiny issue that 'ruins the trip' so ott, it fails to reflect the excitement of any air travel (even these days!). Even the pickiest of person can find something wrong with some aspect of any trip. However, I tend to remember the positives, and leave the negatives behind, and I like my Trip Reports to be like this - focus on the positives. Thanks ^
However, what we have is a balanced report from a positive person who obviously has a love of flying, and really appreciates first and foremost the BA Crew.
I find some trip reports the massive focus on a tiny issue that 'ruins the trip' so ott, it fails to reflect the excitement of any air travel (even these days!). Even the pickiest of person can find something wrong with some aspect of any trip. However, I tend to remember the positives, and leave the negatives behind, and I like my Trip Reports to be like this - focus on the positives. Thanks ^
Jan 27, 2012, 8:44 am
#8
Join Date: Sep 2007
Location: France
Programs: MUCCI, BA LTG/GGL/CCR, AF PLAT, ETHIHAD AND LH USELESS PLASTIC
Posts: 2,063
This sums up for me what I consider to be the best of BA... as good as my LHR-EBB CW flight last week (which was exceptional). Looking forward to coming home on that flight next Thurs, although last week's CSD will be a very hard act to follow...^
The OP has described, especially the invitation to F bit, exactly why I love BA ... of all the airlines I fly with staff on the ground and in the air know when they can be flexible and push the rules - especially if there is a good strategic reason to do so. I've experienced AF do it too... and they can be truly wonderful human beings who are very proud of their airline, but in general they lack BA's discipline with which any permissiveness must be balanced to provide good service.
[text redacted - LTN Phobia, BA Forum moderator]
Long live BA and its rule breakers ^ that's one of the reasons I actually prefer BA even to CX and SQ ... and even in F. Empowered human beings are more important to me than Sevruga caviar....
The OP has described, especially the invitation to F bit, exactly why I love BA ... of all the airlines I fly with staff on the ground and in the air know when they can be flexible and push the rules - especially if there is a good strategic reason to do so. I've experienced AF do it too... and they can be truly wonderful human beings who are very proud of their airline, but in general they lack BA's discipline with which any permissiveness must be balanced to provide good service.
[text redacted - LTN Phobia, BA Forum moderator]
Long live BA and its rule breakers ^ that's one of the reasons I actually prefer BA even to CX and SQ ... and even in F. Empowered human beings are more important to me than Sevruga caviar....
Last edited by LTN Phobia; Jan 27, 2012 at 11:36 am Reason: Unhelpful text redacted
Jan 27, 2012, 9:40 am
#10
Join Date: Jan 2011
Location: North of Carlisle
Programs: BAEC Silver
Posts: 1,538
Jan 27, 2012, 9:45 am
#11
Join Date: Sep 2007
Location: France
Programs: MUCCI, BA LTG/GGL/CCR, AF PLAT, ETHIHAD AND LH USELESS PLASTIC
Posts: 2,063
Jan 27, 2012, 11:30 am
#12
FlyerTalk Evangelist
Join Date: Mar 2010
Location: JER
Programs: BA Gold/OWE, several MUCCI, and assorted Pensions!
Posts: 32,146
Evangelista?
Nice report ... sometimes it can be VERY good. ^
The sadness, as we all know, is the inconsistency.
Originally Posted by RB211
It is always a good day when you start in 64K and end up in 5A after having been very well looked after with smiles and service all round.
To Fly, To Serve? Yes, I’d say so. If BA can make this experience the rule across their fleet they won’t have anything to worry about. Let BA fail? These four ladies and all like them won’t let BA fail!
To Fly, To Serve? Yes, I’d say so. If BA can make this experience the rule across their fleet they won’t have anything to worry about. Let BA fail? These four ladies and all like them won’t let BA fail!
The sadness, as we all know, is the inconsistency.
