Golden Ticket ...
Jul 26, 2013, 4:35 am
#1
Original Poster
Join Date: Aug 2003
Programs: BAEC GGL, LTG & CCR; IC RA; Hilton D (free from BA)
Posts: 401
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? 
Jul 26, 2013, 4:48 am
#5
Join Date: Oct 2009
Location: Sunshine State
Programs: BA Silver; VS Gold; HHonors Diamond; Amex Centurion; IHG Platinum; Club Accor Platinum; TfL Oyster.
Posts: 674
Jul 26, 2013, 4:54 am
#6
Join Date: May 2012
Location: Munich, Algarve, Sussex or S.F Bay Area
Programs: Mucci, BA Gold, A3*Gold, AA Plat, HH Gold, IHG Plat Amb, Marriott Plat
Posts: 4,163
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.
Jul 26, 2013, 5:03 am
#7
Join Date: Jun 2004
Location: Israel (some of the time)
Programs: BA GGL, CCR; AF/KLM FB Silver; M&M LH FTL; LY GLD; HH Diamond; SPG Gold; A-Club Silver; Avis PCI
Posts: 2,054
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.
Seems like a rather bad implementation.
Jul 26, 2013, 5:06 am
#8
Join Date: Mar 2008
Location: Edinburgh, UK
Programs: BAEC Silver, SPG Gold
Posts: 1,020
Jul 26, 2013, 5:08 am
#9
Join Date: Mar 2011
Location: Herts, UK
Programs: BAEC GGL, HH Diamond.
Posts: 3,177
Jul 26, 2013, 5:09 am
#10
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: 63,803
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.
Jul 26, 2013, 5:20 am
#12
Join Date: Nov 2006
Programs: Seniors Bus Pass
Posts: 5,529
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 
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.
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
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.
Jul 26, 2013, 5:33 am
#13
FlyerTalk Evangelist
Join Date: Jul 2002
Programs: Mucci des Hommes Magiques et Magnifiques
Posts: 19,093
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.
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.
Last edited by Can I help you; Jul 26, 2013 at 6:17 am