First cabin 'closed off' to MAD but then hen party 'upgraded' into it on board
#16
Join Date: Aug 2010
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As the OP acknowledges, he got what he paid for, but it's not good customer service to make one group of customers explicitly favoured over another. Sometimes it's necessary, but there is a way to do it.
I once flew CE as a blue OSL-LHR, seated in row 1. The cabin crew member made a big show of making sure that the gold sitting next to me got his first choice of meal because she "anticipated a sell out of the more popular meals" while ignoring me. I ended up with no choice at all. Clearly as a gold now, I would benefit from that situation (and have) but it really is not good practice to make paying customers feel that their money is less valuable than others, unless you are giving them a published benefit or there is a good operational reason, and even then you do it discreetly.
(When upgraded ET-CE MXP-LHR this week the gate staff were very apologetic to me and thanked me for cooperating with the "seat change" even though I was getting a free upgrade, presumably because there's no reason to make the passenger behind me think that their money isn't good enough. That's how it should be.)
As for how the CSD here knew that the others would never sit up front - presumably, they had a CIV somewhere between chuff and all, whereas you basically don't get gold without flying in premium cabins at least semi-regularly, so there is logic there - but it's completely irrelevant. If the policy is to upgrade "just because" then it should be first come, first served - but either you offer it only as needed (because the policy is to close the cabin except when necessary) or you offer it until it runs out (i.e., until 12/14 people had moved forward).
I once flew CE as a blue OSL-LHR, seated in row 1. The cabin crew member made a big show of making sure that the gold sitting next to me got his first choice of meal because she "anticipated a sell out of the more popular meals" while ignoring me. I ended up with no choice at all. Clearly as a gold now, I would benefit from that situation (and have) but it really is not good practice to make paying customers feel that their money is less valuable than others, unless you are giving them a published benefit or there is a good operational reason, and even then you do it discreetly.
(When upgraded ET-CE MXP-LHR this week the gate staff were very apologetic to me and thanked me for cooperating with the "seat change" even though I was getting a free upgrade, presumably because there's no reason to make the passenger behind me think that their money isn't good enough. That's how it should be.)
As for how the CSD here knew that the others would never sit up front - presumably, they had a CIV somewhere between chuff and all, whereas you basically don't get gold without flying in premium cabins at least semi-regularly, so there is logic there - but it's completely irrelevant. If the policy is to upgrade "just because" then it should be first come, first served - but either you offer it only as needed (because the policy is to close the cabin except when necessary) or you offer it until it runs out (i.e., until 12/14 people had moved forward).
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#17
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#18
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As for how the CSD here knew that the others would never sit up front - presumably, they had a CIV somewhere between chuff and all, whereas you basically don't get gold without flying in premium cabins at least semi-regularly, so there is logic there - but it's completely irrelevant. If the policy is to upgrade "just because" then it should be first come, first served - but either you offer it only as needed (because the policy is to close the cabin except when necessary) or you offer it until it runs out (i.e., until 12/14 people had moved forward).
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#19
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With the greatest of respect, this is a frequent flyer forum where people post to get the best they can from the product.
My issue isn't with the hen party getting 'upgraded'- they were not disruptive at all.
My issue is with the way the CSM spoke to me when I asked if we could move up too.
Anyway, BA is taking it seriously.
My issue isn't with the hen party getting 'upgraded'- they were not disruptive at all.
My issue is with the way the CSM spoke to me when I asked if we could move up too.
Anyway, BA is taking it seriously.
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#20
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Not commenting on what BA policy *is* - but in my view, if the crew wanted to create a 'party plane' atmosphere then they should have opened it to all passengers, at least until the cabin was full.
BA is perfectly entitled to decide that they will use the CW cabin in preference to the F cabin, or indeed even the WTP cabin as CE if they see fit and only move passengers forward when needed.
Basically, however, they should look to achieve consistency. Either they look to maximise the benefit like the US airlines do by upgrading elites (or whoever they feel like) until the better cabin is full, or by restricting access so that the worse cabin is full as BA tends to do - rather than ostentatiously favouring one group of passengers over another.
BA is perfectly entitled to decide that they will use the CW cabin in preference to the F cabin, or indeed even the WTP cabin as CE if they see fit and only move passengers forward when needed.
Basically, however, they should look to achieve consistency. Either they look to maximise the benefit like the US airlines do by upgrading elites (or whoever they feel like) until the better cabin is full, or by restricting access so that the worse cabin is full as BA tends to do - rather than ostentatiously favouring one group of passengers over another.
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#21
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What do you mean BA are taking this seriously, if you mean the Captain and CSM will get into trouble I can tell you 100% certainly that they will not what ever BA will tell you.
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#22
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The way I was spoken to by the CSM was witnessed by an independent customer. That apparently will be taken seriously. How do you know it won't be?
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#23
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With the greatest of respect, this is a frequent flyer forum where people post to get the best they can from the product.
My issue isn't with the hen party getting 'upgraded'- they were not disruptive at all.
My issue is with the way the CSM spoke to me when I asked if we could move up too.
Anyway, BA is taking it seriously.
My issue isn't with the hen party getting 'upgraded'- they were not disruptive at all.
My issue is with the way the CSM spoke to me when I asked if we could move up too.
Anyway, BA is taking it seriously.
Either way I think it is not worth to get annoyed and certainly without knowing what you have said and what emotion you have showed, I would not take your side of story. Most BA CSM is professional and will not loose their calm unless there are extremely annoying people make them having a read hot head.
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#24
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#25
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#27
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#28
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Not particularly well handled; but there again, how could you hope to be discrete with a hen party.
Nice gesture by whosever idea it was to give them a treat.
As for all this; really...![Roll Eyes (Sarcastic)](https://www.flyertalk.com/forum/images/smilies/rolleyes.gif)
Nice gesture by whosever idea it was to give them a treat.
As for all this; really...
![Roll Eyes (Sarcastic)](https://www.flyertalk.com/forum/images/smilies/rolleyes.gif)
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#30
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Anyway, BA is taking it seriously.
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