Special Services
Mar 11, 2013, 1:48 am
#1
Original Poster
Join Date: Dec 2011
Location: London
Programs: BA NON flyer, LH Frequent Traveller, V/A Gold, HGP Diamond, HHonnors Diamond, GHA Black
Posts: 605
Special Services
Flying F to NY this morning and had this question at visa check: do you want to talk to special services?
It made me think that in the 10k TP i have flown in the last 18 months, I have yet to have interacted with them (and I did have my fair share or delayed/canceled/rerouted and lost luggages). This morning however, the flight is on time, the airport is pretty empty and I fail to see what I could discuss with them so obviously no thank you was the answer.
To which he answered, well I'll tell them you went through. Ok so? Now at the Galleries lounge at B gates and not heard of them since.
So what have your interactions been with them? in what circumstances? what can they/ do they do and is this perhaps a new procedure where you can talk to them if you want to?
would be nice i guess.
It made me think that in the 10k TP i have flown in the last 18 months, I have yet to have interacted with them (and I did have my fair share or delayed/canceled/rerouted and lost luggages). This morning however, the flight is on time, the airport is pretty empty and I fail to see what I could discuss with them so obviously no thank you was the answer.
To which he answered, well I'll tell them you went through. Ok so? Now at the Galleries lounge at B gates and not heard of them since.
So what have your interactions been with them? in what circumstances? what can they/ do they do and is this perhaps a new procedure where you can talk to them if you want to?
would be nice i guess.
Mar 11, 2013, 3:13 am
#2
Join Date: Jul 2011
Programs: BAEC Gold, LH M&M Member
Posts: 2,705
Well, according to a public profile on LinkedIn;
specifically;
So you can draw your own conclusions ...
As part of the Special Services team at LHR I am responsible for looking after our most commercially important customers when they are travelling through Heathrow.
The team are responsible for meeting and taking care of all Premier card holders and other commercially important customers on their arrival and departure from Heathrow
Mar 11, 2013, 3:23 am
#3
Join Date: Dec 2006
Location: in a cabin
Posts: 6,522
AFAIK SS are free to approach high-yield non-prems time permitting.
That could just entail a hello, taking feed back and escorting you through security. Obviously a moot point here as T5 was empty.
My personal experience is that they are the best of BA with regards to customer interaction, and have powers to make things happen, such as tapping on the computer to move you to other flights on inflexible tickets, upgrades etc.
I've interacted only with the JFK team on a few occasions and they have been truly fantastic. One American blonde gentleman which all regulars will know who I am referring to, and a brunette lady dressed in black.
That could just entail a hello, taking feed back and escorting you through security. Obviously a moot point here as T5 was empty.
My personal experience is that they are the best of BA with regards to customer interaction, and have powers to make things happen, such as tapping on the computer to move you to other flights on inflexible tickets, upgrades etc.
I've interacted only with the JFK team on a few occasions and they have been truly fantastic. One American blonde gentleman which all regulars will know who I am referring to, and a brunette lady dressed in black.
Mar 11, 2013, 3:25 am
#4
Join Date: Apr 2005
Location: LHR
Programs: BA Gold, TG Gold, HHonors Diamond, SPG Plat
Posts: 8,665
Special Services
Does that translate to Premiers and celebrities? I often see SS with major and minor celebrities which I am sure do not qualify as CIPs. Seeing someone fawning over Dame Helen can be amusing.
Mar 11, 2013, 3:31 am
#5
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 63,804
They can whizz you through security quite quickly, they can also take perhaps a lighter bag off you, and steer you into your seat in CCR. If you OLCI and have no bags then you're not going to see them that often, but they may approach you in CCR (or more likely, First lounge LGW or in JFK). Very, very occasionally they may meet you off an aircraft too at LHR, LGW and JFK - well celebs will be met, high values less so, perhaps if there is an irrop.
Mar 11, 2013, 3:34 am
#6
Join Date: Oct 2009
Programs: BA Executive Club, AC Aéroplan, Accor ALL
Posts: 475
I have only had one brush with BA Special Services and was not impressed. Was left standing about in the F check-in area for a long time with no explanation. When someone finally did turn up, she was not qualified to assist me with anything.
My mother avoids BA and flies AA because of the Special Services situation. Whatever their matrix is for 'commercially important' it doesn't seem to have economic logic behind it. They fawn over bankrupt celebrities and probably would not spot a billionaire right under their nose.
UA on the other hand, automatically sends a Global Services agent to check-up on me, usually immediately (3 minutes or so max) and ask if there's anything they can do to assist me before departure (or if I want to blue light to the gate in a golf buggy, which I normally find unappealing and indiscreet). If not they wish me a pleasant journey and take their leave.
My mother avoids BA and flies AA because of the Special Services situation. Whatever their matrix is for 'commercially important' it doesn't seem to have economic logic behind it. They fawn over bankrupt celebrities and probably would not spot a billionaire right under their nose.
UA on the other hand, automatically sends a Global Services agent to check-up on me, usually immediately (3 minutes or so max) and ask if there's anything they can do to assist me before departure (or if I want to blue light to the gate in a golf buggy, which I normally find unappealing and indiscreet). If not they wish me a pleasant journey and take their leave.
Mar 11, 2013, 3:38 am
#7
Join Date: Mar 2005
Programs: BAEC GGL/CCR & BAEC Lifetime Gold, VS Red, EK Blue, HH Lifetime Diamond, IHG Gold, Marriot Silver
Posts: 238
Had the something similar at Visa Check last year. The chap at the desk said someone from SS wants to speak to you. Funnily enough I was travelling with a friend of mine who is a Senior First Officer for BA on the 777. He was staggered that they had a department called SS and even more so when I was told that they wanted to say hi.
Mar 11, 2013, 3:48 am
#8
Join Date: Dec 2007
Location: London
Programs: BA Gold
Posts: 892
How do you know if someone is SS? Last time I was in the Gatwick F lounge, an announcement was put out, asking me to come to the reception desk. When I arrived a guy said hello and said it was a courtesy call to see if everything was ok.
The lounge was very quiet (only a handful of people) so I thought maybe the lounge staff were just going the extra mile?
The lounge was very quiet (only a handful of people) so I thought maybe the lounge staff were just going the extra mile?
Mar 11, 2013, 3:56 am
#9
Join Date: Oct 2009
Programs: BA Executive Club, AC Aéroplan, Accor ALL
Posts: 475
How do you know if someone is SS? Last time I was in the Gatwick F lounge, an announcement was put out, asking me to come to the reception desk. When I arrived a guy said hello and said it was a courtesy call to see if everything was ok.
The lounge was very quiet (only a handful of people) so I thought maybe the lounge staff were just going the extra mile?
The lounge was very quiet (only a handful of people) so I thought maybe the lounge staff were just going the extra mile?
Mar 11, 2013, 4:06 am
#10
FlyerTalk Evangelist
Join Date: Dec 2001
Location: A metal nomad
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Posts: 23,728
Yesterday transiting at LHR was a mess... hoards and hoards of people.
Security again was very long..
But when I entered the CCR and my bp was scanned the lady at the desk called and told her "one of your clients", the SS asked me if everything went fine, I told her not really, she gave me her card and told me if I happen to find myself in a line just to call her.
First time that it happens in LHR, I have that both in CDG and JFK but not LHR.
Security again was very long..
But when I entered the CCR and my bp was scanned the lady at the desk called and told her "one of your clients", the SS asked me if everything went fine, I told her not really, she gave me her card and told me if I happen to find myself in a line just to call her.
First time that it happens in LHR, I have that both in CDG and JFK but not LHR.
Mar 11, 2013, 4:16 am
#11
Join Date: Jul 2005
Location: London, ARN, HEL, ..... or MAN
Programs: BA GGL / GFL, Mucci Diamond!, HH Diamond, Radisson Premium, IHG Gold, Hertz Gold
Posts: 5,898
Only once been talked to by SS, about 5 years ago in JFK when Gold and travelling on a Z class. I was nobody really special - but had needed to change my reservation and the SS lady was able to find an F seat for me even when there was no Z inventory remaning.
Since becoming GGL I have been welcomed personally in the CCR by one of the CCR staff, plus been welcomed on both of my longhaul flights in the past week - but haven't spoken to SS since my JFK incident many years ago. Of course as long as everything is working as it should then there should be no need...
Since becoming GGL I have been welcomed personally in the CCR by one of the CCR staff, plus been welcomed on both of my longhaul flights in the past week - but haven't spoken to SS since my JFK incident many years ago. Of course as long as everything is working as it should then there should be no need...
Mar 11, 2013, 4:18 am
#12
Join Date: Oct 2008
Programs: BA GGL/CCR/LTG, LH SEN, SPG Plat, Hilton Diamond
Posts: 112
I have had at least 20 or so interactions with them. However only when I am traveling with a certain friend of mine who they always send SS for (and hes not a prem). There is one guy from SS in particular who is excellent and well informed.
The main service they provide is to pick you up at the B or C gates with a car, usually a Jaguar XJ, drive you to the main terminal and escort you through immigration avoiding any queues.
On departure there is not such a benefit as whilst they do accompany you, everyone gets on the train and you still use the fast track security lines. I am told that a car to the aircraft on departure is not possible as regulations state that they "cannot board passengers from more than one gate"
The main service they provide is to pick you up at the B or C gates with a car, usually a Jaguar XJ, drive you to the main terminal and escort you through immigration avoiding any queues.
On departure there is not such a benefit as whilst they do accompany you, everyone gets on the train and you still use the fast track security lines. I am told that a car to the aircraft on departure is not possible as regulations state that they "cannot board passengers from more than one gate"
Mar 11, 2013, 4:34 am
#13
Join Date: Apr 2005
Location: London
Programs: BA Lifetime Gold & GGL & CCR, HH Diam, Bonvoy Titanium, IHG Spire, Tastecard
Posts: 7,549
I have only had one brush with BA Special Services and was not impressed. Was left standing about in the F check-in area for a long time with no explanation. When someone finally did turn up, she was not qualified to assist me with anything.
My mother avoids BA and flies AA because of the Special Services situation.
My mother avoids BA and flies AA because of the Special Services situation.
bit perplexed by your statement. SS is an additional service in particular circumstances for a small number of passengers. Does your mother need special assistance? SS isn't tasked with assistance if that was the issue.
Only asking as I have never heard anyone say they are avoiding BA / a particular airline because of "the Special Services situation".
Mar 11, 2013, 4:37 am
#14
Join Date: Oct 2009
Programs: BA Executive Club, AC Aéroplan, Accor ALL
Posts: 475
On departure there is not such a benefit as whilst they do accompany you, everyone gets on the train and you still use the fast track security lines. I am told that a car to the aircraft on departure is not possible as regulations state that they "cannot board passengers from more than one gate"
Mar 11, 2013, 4:40 am
#15
Join Date: Oct 2009
Programs: BA Executive Club, AC Aéroplan, Accor ALL
Posts: 475
bit perplexed by your statement. SS is an additional service in particular circumstances for a small number of passengers. Does your mother need special assistance? SS isn't tasked with assistance if that was the issue.
Only asking as I have never heard anyone say they are avoiding BA / a particular airline because of "the Special Services situation".