Golden Ticket ...
 

It seems that the trial from earlier is back or permanent, I just got a 'Golden Ticket' card to hand out to the next amazing customer experience I get on BA. Does anyone know what recognition the staff member gets for being given one? ;)

They get the opportunity to make an appointment in their own time to see their manager so that they can be personally thanked; the ticket then goes on your file.

CIHY, you don't make that out to be as rewarding as BAEC would lead us GCH's to believe.

What do they say, what I say is the reality of what we actually get?

That is mean-spirited. Shame on you, BA!

What they say to us is "Recognising Outstanding Service". If and when I give somebody my Golden Ticket, I would be peeved if they thought it would be putting them out. I would rather give it as a sign of appreciation.

Because of what CIHY says I still have it in my wallet and whilst I have been tempted to give it to an excellent crew member here and there, I have refrained from doing so.

Seems like a rather bad implementation.

It's true CIHY is telling no lies...

Surely working hours are mostly on a plane at 35000 ft!.

Can you imagine the outrage on here if the managers took staff away from service on the plane for a well done chat!:D:D:D

I have to say that the Golden Tickets I've handed out have been extremely well received indeed. So far: 2 to MF, 1 EF, 1 Gatwick crew, 1 WW, 1 lounge staff. I have to say the reception (whilst always very good) is nevetheless in inverse proportion to my estimation of their salary.

Now if I were MF crew or an IBM (my manager) the golden ticket would be used to calculate my performance related pay.

Irrespective of how it is received, I suspect it is like a "well done" in reality.

A "well done" is a sign to the chain of command that the individual has pleased a customer such that they can be bothered to find out how to compliment a staff member, and then gone ahead and done it. I suspect that for a "normal" customer (as opposed to the average FT BAEC contributor who would be fairly knowledgable) that is probably fairly rare. For management it is a good indicator. If the staff member gets a few from different flights you can probably take it that they do things right, and useful knowledge can flow from it in a well run organisation ;)

A "Golden Ticket" is a well done ++ IMHO. It tells the management that a high value customer, who by definition as a GCH is a regular air traveller, recognises the service provided as being above and beyond what they normally experience and seeks to indicate it directly. Definitely something that a good line manager would welcome as positive feedback about any member of their staff, and indicative of the staff member's standards.

I reckon that a good manager would want to find out if the crew member could identify what it was that they did - as with a "well done" you can say so directly to the chain of command and they know before the staff recipient, but with a Golden Ticket it seems to be between the staff member and the GCH ;);) :D

As CIHY indicates, not all managers manage as well as we would like, or possibly realise the positive value that can be mined from compliments and complaints - they both come from customers who can be bothered to let you know. They are very valuable market tools.

I think it's nice to received them (I have had 3) but that's as far as it goes.
My manager is not aware that I had them as there is no point in telling them other then them not using my golden tickets to go towards their bonus.

They should also issue brown tickets to hand out to the staff at the other end of the spectrum.

What a great idea. :D