JFK ... staff issues - just a one off ?
#1
Original Poster
Join Date: Sep 2009
Location: Cambridgeshire
Programs: BA Gold, VS Gold, UA Silver, Marriott LTP, Hilton Diamond
Posts: 233
JFK ... staff issues - just a one off ?
Recently, on a flight from JFK -> LHR I had surreal interactions at T7 from checkin to lounge with 3 BA staff - all of which were surly, short and not at all Customer centric in tone, attitude and delivery.
I dont think it was me - saw others equally treated.
This is not my normal experience at JFK, normally its average to good - anyone else noticed a recent attitude change ? Or just me ... in which case Ill put it down to a bad day and move on.
I dont think it was me - saw others equally treated.
This is not my normal experience at JFK, normally its average to good - anyone else noticed a recent attitude change ? Or just me ... in which case Ill put it down to a bad day and move on.
#3
Join Date: Dec 2011
Location: BRS
Programs: BA Gold, Hilton Diamond
Posts: 4,958
Same with me... well, there was one quite friendly and helpful guy on the lounge entrance who helped me tracking my transfer bags with AA. But when I went back to find him again to get an update, he had gone, so I asked his colleague... who snapped at me and suggested I ask the original guy instead but she had no idea where he had gone.
My usual experience in the USA to be honest, if they're not working the fake customer service thing to get tips.
My usual experience in the USA to be honest, if they're not working the fake customer service thing to get tips.
#4
Join Date: Oct 2018
Location: London
Programs: Qantas Platinum, United Premier 1K, HSBC Premier, AVIS President's Club, Marriott Bonvoy Platinum
Posts: 100
BA staff in the US can be... variable but people also have different expectations and thresholds for customer service. Personally I don't care whether staff are polite, short or even slightly rude, as long as they're competent and efficient. In my experience the BA staff at JFK and IAD are generally competent, even if not always jovial. Was there any problem with the service or was it simply the way it was delivered?
#5
Suspended
Join Date: Oct 2018
Programs: BA GGL, UA Premier Gold, Marriott Plat, Hyatt Explorist, Various Rental Car Statuses
Posts: 104
Had about the worst experience I ever have had in terms of rudeness with a T7 F (wing?) check-in agent on the day flight a few months ago. Literally at one point in response to trying to get my wife’s seat with a bassinet on the same DECK as my seat (due to a BA screw up that separated us) she snapped “I don’t have time for this.” (The lounge agent who ultimately fixed the problem was far nicer). But I think the reputation for JFK as a superstar BA station is undeserved. IAD actually wins in my book for nicest staff (shocking considering the people who work for UA at that airport).
#6
Join Date: Nov 2001
Location: SAV/HHH
Programs: BA Lifetime Gold (current GGL), HH Diamond
Posts: 1,292
Isn't it true that all of this staff is now outsourced?
Goodbye to all our remaining USA based ground staff
Goodbye to all our remaining USA based ground staff
#7
Join Date: Sep 2003
Location: OSL
Posts: 2,631
Isn't it true that all of this staff is now outsourced?
Goodbye to all our remaining USA based ground staff
Goodbye to all our remaining USA based ground staff
#9
Suspended
Join Date: Jan 2005
Location: London
Programs: plenty - ggl, ccr, etc, etc.
Posts: 1,704
yep last impression was very rent a uniform operation. Weird way to run over 10% of BAs ticket sales by ignoring the value of recognising regulars - something nyc restaurants do so well. Using the analogy BA jfk now more Pizza Hut than Four Seasons.
#10
Original Poster
Join Date: Sep 2009
Location: Cambridgeshire
Programs: BA Gold, VS Gold, UA Silver, Marriott LTP, Hilton Diamond
Posts: 233
Apologies for the lack of detail I have no wish to get staff disciplined for poor attitude when weve all had bad days. Its also not been my regular experience at JFK but this was a noticeable difference from previous visits from 3 separate staff / conversations.
An example would be this very flat response - and by no means the worst...
Me: no smiles today?
Dead pan and reply why woiuld I smile, I work for BA
If it was just my experience then Ill leave it be - and if it happens again, Ill escalate - I just wondered if anyone else felf the same change in attitude I have experienced.
Cabin crew on the flight were fantastic.
An example would be this very flat response - and by no means the worst...
Me: no smiles today?
Dead pan and reply why woiuld I smile, I work for BA
If it was just my experience then Ill leave it be - and if it happens again, Ill escalate - I just wondered if anyone else felf the same change in attitude I have experienced.
Cabin crew on the flight were fantastic.
#12
Join Date: May 2010
Location: YLMQ
Programs: QF Gold, WY Gold
Posts: 682
#13
Join Date: Sep 2013
Programs: BA Executive Club
Posts: 182
Just to to add my 2 cents to this. If you're a man, never say this to a woman you don't know. Unless you're a black cab driver or market trader, where it could be considered part of your "patter", it's pretty condescending and even from those guys it's mildly annoying.
Bob
Bob
#14
Suspended
Join Date: Mar 2002
Location: Canada, USA, Europe
Programs: UA 1K
Posts: 31,452
Apologies for the lack of detail I have no wish to get staff disciplined for poor attitude when weve all had bad days. Its also not been my regular experience at JFK but this was a noticeable difference from previous visits from 3 separate staff / conversations.
An example would be this very flat response - and by no means the worst...
Me: no smiles today?
Dead pan and reply why woiuld I smile, I work for BA
If it was just my experience then Ill leave it be - and if it happens again, Ill escalate - I just wondered if anyone else felf the same change in attitude I have experienced.
Cabin crew on the flight were fantastic.
An example would be this very flat response - and by no means the worst...
Me: no smiles today?
Dead pan and reply why woiuld I smile, I work for BA
If it was just my experience then Ill leave it be - and if it happens again, Ill escalate - I just wondered if anyone else felf the same change in attitude I have experienced.
Cabin crew on the flight were fantastic.
#15
Join Date: May 2011
Location: CWL
Programs: BA Blue, Hilton Gold
Posts: 297
Last edited by Shuttle_Endeavour; Nov 18, 2018 at 2:27 am