Check in experience "upgrade"
Jun 1, 2018, 11:13 pm
#1
Original Poster
Join Date: Jun 2015
Location: London
Programs: BAEC Silver, Avis Preferred Plus, SPG Gold, Marriott Gold
Posts: 114
Check in experience "upgrade"
Me and my family had a nice experience travelling through Heathrow over the school holidays.
As a silver card holder we were using the business class check in area travelling in ET to Geneva. There was a bit of a queue with a number of families being the holidays, but nothing too bad. Maybe took 10/15 mins. When we got to the front one of the managers asked us how long we waited. As we were checking our bags she talked to our kids who are 3 and 5. Once we had checked in she offered "as a special treat" for us to use the First Wing.
She then took us over and explained to the agent in the First Wing that she was "guesting" us through, which of course meant we got to use the flounge.
This was great partly for us to experience the First Wing but also because we got to use a lounge. I would have been unable to use the silver lounge as I can only guest one person.
To be clear, this was just a lounge upgrade. No upgrade to our flight.
I assume they do this occasionally to give us silvers a taste of a better life. Can't think of any other reason.
Anyway it was a great experience and started the holiday of really nicely.
Anyone else had this happen.
As a silver card holder we were using the business class check in area travelling in ET to Geneva. There was a bit of a queue with a number of families being the holidays, but nothing too bad. Maybe took 10/15 mins. When we got to the front one of the managers asked us how long we waited. As we were checking our bags she talked to our kids who are 3 and 5. Once we had checked in she offered "as a special treat" for us to use the First Wing.
She then took us over and explained to the agent in the First Wing that she was "guesting" us through, which of course meant we got to use the flounge.
This was great partly for us to experience the First Wing but also because we got to use a lounge. I would have been unable to use the silver lounge as I can only guest one person.
To be clear, this was just a lounge upgrade. No upgrade to our flight.
I assume they do this occasionally to give us silvers a taste of a better life. Can't think of any other reason.
Anyway it was a great experience and started the holiday of really nicely.
Anyone else had this happen.
Last edited by pondhopper79; Jun 1, 2018 at 11:13 pm Reason: Title change
Jun 2, 2018, 1:35 am
#5
Original Poster
Join Date: Jun 2015
Location: London
Programs: BAEC Silver, Avis Preferred Plus, SPG Gold, Marriott Gold
Posts: 114
She approached us before we got to the checkin desk, and didn't seem to have any interaction with the checkin agent, so couldn't have known anything about my tier points (I'm miles off gold anyway). So I think it was spontaneous.
The kids were looking particularly cute that day...
The kids were looking particularly cute that day...
Jun 2, 2018, 4:05 am
#8
Join Date: Nov 2017
Programs: BAEC (Gold), IHG Rewards (Gold Elite), Marriot (Gold Elite), HHonors (Gold Elite), SPG (Gold)
Posts: 165
What a nice gesture. Too often our fingers are quick to point out where BA got it “wrong” on this forum and it’s always good to hear a pleasant experience. Great you got to sample the F Wing and get the little ones into the Lounge!
Jun 2, 2018, 8:53 am
#10
Join Date: May 2016
Posts: 279
Nice freebie for the OP.
Problem with this sort of gesture is the check-in staff are quite likely to find their friends/ families/ random connections similarly "cute" and upgrade them accordingly. This is why frontline personnel discretion on flight upgrades was ended aeons ago by all airlines.
Problem with this sort of gesture is the check-in staff are quite likely to find their friends/ families/ random connections similarly "cute" and upgrade them accordingly. This is why frontline personnel discretion on flight upgrades was ended aeons ago by all airlines.
Jun 2, 2018, 8:58 am
#11
Join Date: May 2016
Posts: 279
(a) they deliver what they promise to most customers
(b) they fix mistakes they make with speed and grace.
Jun 2, 2018, 4:01 pm
#15
Join Date: Jun 2015
Location: LHR, LGW
Programs: BAEC
Posts: 3,440
Brilliant. What a delightful rare read on FT. Well done BA, credit where credit is due. This is what you call service.
But most importantly well done that member of staff and I hope you can or could remember their name and let BA know through the feedback channels.
But most importantly well done that member of staff and I hope you can or could remember their name and let BA know through the feedback channels.