Attitude/presumption from ground staff about travel class (check-in; lounges)
Apr 7, 2018, 4:51 am
#61
Join Date: Jan 2018
Location: Glasgow, UK
Programs: BA Gold
Posts: 622
I don’t see a problem with staff ensuring that passengers accessing a lounge/boarding queue/check-in desk/cabin are entitled to do so by virtue of FF status or having paid for the privilege. It is, after all, part of their job to help passengers navigate their way through the airport and restrict access to certain facilities to those entitled to them.
There is, naturally, a “way” of doing this and while I’m sure most staff handle this discreetly and gracefully, there is the odd report of staff being a bit more ham-fisted in this regard.
But what does amaze me is how willing some passengers are to enforce this. If I’m standing in a priority boarding queue, a gate agent is perfectly entitled to check I’m in the right place. But what business it is of fellow passengers to challenge this, I don’t know (and it has happened to me before).
Maybe I’m just not wired that way, but I would never dream of turning around and telling someone they were in the wrong queue or lounge.
It reminds me a little of the have-a-go vigilantes on YouTube who challenge drivers on their mobile phones. Only worse as at least those people are doing 1) something wrong and 2) that could have an impact on others.
There is, naturally, a “way” of doing this and while I’m sure most staff handle this discreetly and gracefully, there is the odd report of staff being a bit more ham-fisted in this regard.
But what does amaze me is how willing some passengers are to enforce this. If I’m standing in a priority boarding queue, a gate agent is perfectly entitled to check I’m in the right place. But what business it is of fellow passengers to challenge this, I don’t know (and it has happened to me before).
Maybe I’m just not wired that way, but I would never dream of turning around and telling someone they were in the wrong queue or lounge.
It reminds me a little of the have-a-go vigilantes on YouTube who challenge drivers on their mobile phones. Only worse as at least those people are doing 1) something wrong and 2) that could have an impact on others.
Apr 7, 2018, 5:13 am
#62
Join Date: Aug 2011
Location: Hong Kong
Programs: CX (elite) and a few others (non-elite)
Posts: 687
And sometimes people in other queues can be downright resentful. I remember one time when I was checking out of a Hyatt in New York and went to the elite queue (there was no-one in it, and no-one manning the desk, but I decided to stand there anyway). There was a huge queue in the non-priority line (maybe forty people?), and a guy snarled at me - can't remember the exact words, but something like "Hey bud, can't you see there's a line, why should you get special treatment?" - in a pretty aggressive manner. So I flashed my card, smiled sweetly and said "Because I have one of these". The lady servicing that huge line happened to finish with her customer at just that point, and said "that's quite right, sir, please come forward". Bless her.
In any case, the rudeness is inexcusable. How much extra effort would it have taken to add a few words - "Good morning, sir, are you flying First today?" Instead of "First?". A couple of calories at most...
Last edited by IanFromHKG; Apr 7, 2018 at 5:15 am Reason: Missed one of the BA references in the clip!
Apr 7, 2018, 6:10 am
#63
Join Date: Apr 2015
Programs: Some
Posts: 5,252
I think a lot of this comes down to staff member experience, really.
I am fairly sure the vast majority of the staff manning, say, the check-in area at LHR are used to seeing a very wide range of customers coming through the F Wing and so probably wouldn't think of challenging the majority of customers based solely on appearance as they're well aware there is no 'typical' look for a BA F passenger these days. In contrast, I can well imagine at smaller outstations which see fewer passengers (and where those in J are often in suits) that someone deemed to be not dressed appropriately may be challenged on attempting to enter a priority queue or a lounge. Equally, I think outsourced service providers are just ruder / more abrupt anyway as the right incentives to provide good customer service are often not in place.
In BA's defence here, I am young, almost entirely in F or J and rarely travel in a suit (albeit casual rather than scruffy) and can't recall a single occasion where I feel I've been challenged as to whether I was really entitled to be somewhere. As has been said before, I think it ultimately boils down to how the customer is reacting and if you're acting as if you're supposed to be there rather than looking worried you're probably much less likely to be challenged.
I am fairly sure the vast majority of the staff manning, say, the check-in area at LHR are used to seeing a very wide range of customers coming through the F Wing and so probably wouldn't think of challenging the majority of customers based solely on appearance as they're well aware there is no 'typical' look for a BA F passenger these days. In contrast, I can well imagine at smaller outstations which see fewer passengers (and where those in J are often in suits) that someone deemed to be not dressed appropriately may be challenged on attempting to enter a priority queue or a lounge. Equally, I think outsourced service providers are just ruder / more abrupt anyway as the right incentives to provide good customer service are often not in place.
In BA's defence here, I am young, almost entirely in F or J and rarely travel in a suit (albeit casual rather than scruffy) and can't recall a single occasion where I feel I've been challenged as to whether I was really entitled to be somewhere. As has been said before, I think it ultimately boils down to how the customer is reacting and if you're acting as if you're supposed to be there rather than looking worried you're probably much less likely to be challenged.
Apr 7, 2018, 6:17 am
#64
Join Date: Apr 2015
Programs: Some
Posts: 5,252
Also on that topic, the one time recently I did actually wear a suit in the CCR coming straight from the office I was walking with purpose towards the bar when one of the other guests tried to stop me to ask for a drink, clearly thinking I was a CCR member of staff. His apology when he clocked I wasn't was priceless and very English 
Apr 7, 2018, 6:17 am
#65
Join Date: Jul 2012
Posts: 2,235
Apr 7, 2018, 6:27 am
#66
Join Date: Sep 2012
Location: Balham - Gateway to The South
Programs: BA Bronze
Posts: 2,020
The last few times I’ve flown from JFK I’ve been on the morning flight - normally coming straight from a club to check in (easier than getting up early).
I dress for comfort usually dungarees nowadays and trainers, I did see a party of 4 being shown the way to the Y check in from the J one and have in the past had someone want to show me where ‘normal’ security was. In reality it doesn’t affect me - I don’t care if they DKWIA
I dress for comfort usually dungarees nowadays and trainers, I did see a party of 4 being shown the way to the Y check in from the J one and have in the past had someone want to show me where ‘normal’ security was. In reality it doesn’t affect me - I don’t care if they DKWIA
Apr 7, 2018, 6:29 am
#67
Join Date: Aug 2013
Posts: 8,769
I've rarely faced resistance despite often looking a bit scruffy. I actually did a whole trip back from Australia in my pyjamas the other day. Usually I change back into my jeans before landing but I really couldn't be bothered on this journey (rather hungover) so kept PJs on throughout layover in HKG. Didn't encounter any patronising looks at lounges or boarding along the way.
I find that acceptance of 'non-premium' clothing varies a bit by culture, but particularly in HK/China I find it's not unusual to see some rather whacky outfits in J. Similarly in the USA where many premium pax dress like they are sitting on their front porch.
I find that acceptance of 'non-premium' clothing varies a bit by culture, but particularly in HK/China I find it's not unusual to see some rather whacky outfits in J. Similarly in the USA where many premium pax dress like they are sitting on their front porch.
Apr 7, 2018, 6:37 am
#68
Join Date: Apr 2015
Programs: Some
Posts: 5,252
I've rarely faced resistance despite often looking a bit scruffy. I actually did a whole trip back from Australia in my pyjamas the other day. Usually I change back into my jeans before landing but I really couldn't be bothered on this journey (rather hungover) so kept PJs on throughout layover in HKG. Didn't encounter any patronising looks at lounges or boarding along the way.
I find that acceptance of 'non-premium' clothing varies a bit by culture, but particularly in HK/China I find it's not unusual to see some rather whacky outfits in J. Similarly in the USA where many premium pax dress like they are sitting on their front porch.
I find that acceptance of 'non-premium' clothing varies a bit by culture, but particularly in HK/China I find it's not unusual to see some rather whacky outfits in J. Similarly in the USA where many premium pax dress like they are sitting on their front porch.
Apr 7, 2018, 6:40 am
#69
Join Date: Sep 2016
Programs: AA Lifetime Platinum, BA Silver, Marriott Gold
Posts: 91
What year is this, 1950? There are scruffily dressed youthful tech millionaires everywhere. These days whether you’re a Porsche dealer or a snooty BA agent, you judge someone based on their age or their clothes at your peril.
Apr 7, 2018, 6:59 am
#70
Join Date: Oct 2010
Location: Henley-On-Thames
Programs: BAEC Silver (but only temporarily) AVIS Presidents Club, Starbucks Gold
Posts: 486
Apr 7, 2018, 7:14 am
#71
Join Date: Nov 2006
Programs: Seniors Bus Pass
Posts: 5,529
... and also when dropping SWMBO's porker in for a service!
Apr 7, 2018, 7:16 am
#72
Join Date: Nov 2010
Location: Bristol
Programs: BA GGL, UA Plat, DL Plat, Hilton Diamond
Posts: 2,380
Apr 7, 2018, 7:17 am
#73
Join Date: Nov 2006
Programs: Seniors Bus Pass
Posts: 5,529
I had another pax say almost the same words to me once. So I smiled and said "And for oneworld emerald cardholders, actually - although I happen to be both".
And sometimes people in other queues can be downright resentful. I remember one time when I was checking out of a Hyatt in New York and went to the elite queue (there was no-one in it, and no-one manning the desk, but I decided to stand there anyway). There was a huge queue in the non-priority line (maybe forty people?), and a guy snarled at me - can't remember the exact words, but something like "Hey bud, can't you see there's a line, why should you get special treatment?" - in a pretty aggressive manner. So I flashed my card, smiled sweetly and said "Because I have one of these". The lady servicing that huge line happened to finish with her customer at just that point, and said "that's quite right, sir, please come forward". Bless her....
And sometimes people in other queues can be downright resentful. I remember one time when I was checking out of a Hyatt in New York and went to the elite queue (there was no-one in it, and no-one manning the desk, but I decided to stand there anyway). There was a huge queue in the non-priority line (maybe forty people?), and a guy snarled at me - can't remember the exact words, but something like "Hey bud, can't you see there's a line, why should you get special treatment?" - in a pretty aggressive manner. So I flashed my card, smiled sweetly and said "Because I have one of these". The lady servicing that huge line happened to finish with her customer at just that point, and said "that's quite right, sir, please come forward". Bless her....
Apr 7, 2018, 7:29 am
#75
Join Date: Nov 2010
Location: Bristol
Programs: BA GGL, UA Plat, DL Plat, Hilton Diamond
Posts: 2,380