BA6501

I have almost always encountered a Spanish speaking agent at the gate when boarding Iberia flights, not sure whether it was a rule or preference. Of course, this did not extend to check-in as passengers could check-in anywhere.

Possibly between the 11:35 and 15:50 departures? If so, hopefully status/J pax can check-in more than 2h/2h30 before departure, otherwise I don't see why there would be an agent there between 10:50 and 13:20. Unless they've been instructed not to allow check-in and are strictly there for ticketing...

corporate-wage-slave

I took the photo at 14:59 hrs yesterday, so that would be 50 minutes to the next departure (so leaving it tight for the 15:50 hrs departure). I'll keep an eye out for the situation at midday on my landside visit.

icegreen

I just experienced the sh*tshow this whole process is.
IB ticket ABZ-LHR-MAD (HBO)
ABZ-LHR BA metal
LHR-MAD IB metal

I wasn't allowed to check in online on the second flight
The BA agent at ABZ wasn't able to check me in even after even offloading me from the first flight. I was sent to the connection desk in LHR.
The BA agent in LHR T5 very appologeticly sent me outside to departures desk E.
I had to get out, go to the desks, luckily as OWS I was able to use de business desk, check in there and then clear security again.
I had originally 2h 30 min of connecting time. After a delay on arrivals as usual on LHR I got under 2h, arriving to the check in with 1h and 20 min to spare.
After clearing south security using priority I got to the lounge and the boarding pass issued by IB wasn't compatible and the gate lady needed to check my silver status.
I got time to drink a glass of water and my gate was already on the screens... And of course is C56...
I'm happy to have more spanish speakers at LHR... But that wouldn't help me if I have checked bags, or duty free or a smaller connection window...

BA IT & IB IT
As we say in Spain:
Cuando se juntan el hambre y las ganas de comer...

SpeedbirdLHR

The issue with not being able to be checked in was a temporary issue that was identified and has now been corrected. Essentially due to a broken link preventing the messaging between the 2 systems.

As for the lounge entry, the card details should come up on scanning the boarding pass but as it is now a non-BA flight, few agents in T5 would have used this option previously when scanning customers into the lounge. In T3, the agents are more familiar with this and therefore know what to look for.

The team working on IB are really enjoying this and it's been a great atmosphere this week despite it being a completely new system that they are getting familiar with.

Confus

BA6501

Customer services, I believe, i.e. ticketing and disruption.

corporate-wage-slave

Indeed, and those desks have been shunted to A. This further reduces BA's capacity to deal with mass irrops, but the SOP for that has long been "call the contact centre". That said a lot of ticketing can now be done by non specialists (including AUPs) due to IT changes. Zone E has been somewhat underutilised for quite some time.

ba_cityflyer

ba_cityflyer

andrewr1985

This seems a common trend on IB, have had it 3/3 on my most recent flights. On all occasions, they board Group 1, telling all of them to gate check their bags. When asking why I was told to allow all the other passengers space for their bags. I'm not an expert in airline operations, but the process of penalising premium passengers doesn't seem good customer service?

BA6501

The correct procedure on IB is indeed to go hold onto some hand baggage when passengers board. However, even if a "Priority" group passenger showed up towards the end of boarding, their bag should not be gate-checked. The agent is supposed to look at the boarding pass first and wave you through if you are in that group.

andrewr1985

Yeah that didn't happen for me or the 40+ so other passengers who were there before boarding started - hopefully the process will get better as this was Iberia staff at T5 doing the boarding and maybe they will switch to the group system used by BA which after some teething issues is working better now.

SpeedbirdLHR

There are no IB staff boarding these flights, these are BA staff trained to handle IB. The boarding process is based on IB requirements, Priority, group A/1/2/3. Group A being families with young children/special assistance, group 1 those seated at rear of aircraft, group 2 those in middle and group 3 at front of economy.

corporate-wage-slave

Group 1 isn't premium customers though, on IB's system, it's those at the back of the bus, who would indeed be on the radar for bag checking. Is that the cause of the confusion perhaps?

andrewr1985

What's strange is she definitely had Iberia uniform and name badge on, not BA. Is that normal?

That would make sense, my BA issued boarding pass said Group 1 (I have OWE status) but from what you've just said that's actually incorrect and it should have something else printed on it