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-   -   Ask the staffer (https://www.flyertalk.com/forum/british-airways-executive-club/1949283-ask-staffer.html)

Prospero Jan 5, 19 2:41 am

Ask the staffer
 
https://lh6.googleusercontent.com/-7...thestaffer.jpg

This thread is a continuation of the ever popular https://www.flyertalk.com/forum/brit...k-staffer.html thread.

We are incredibly fortunate on the BA Board to have a number of staff members among us who are willing to share their knowledge and expertise. We have pilots and cabin crew, ground crew, lounge staff, check in staff, air traffic controllers and even an ex-military ATC with a bear fixation!

Remember: No question is stupid here, and nothing is too geeky! So please ask anything you like, with one exception. No questions about security please.

Happy new year all

TrainDriverSparky Jan 5, 19 3:48 am

When positioning, are members of flight or cabin crew allocated crew meals or regular passenger meals?

Apologies if this has been asked and answered previously.

Can I help you Jan 5, 19 3:52 am

Passenger meals.

ChrL Jan 5, 19 4:11 am

Shown to seat in first?
 
When do you get shown to your seat in first vs having to find it yourself? On my past few flights I’ve had a personal welcome at the door and either been escorted from the door to the seat or had an appology and been given directions. Today I was just told to turn left. No issue just interested.

MFCC Jan 5, 19 4:15 am


Originally Posted by ChrL (Post 30612859)
When do you get shown to your seat in first vs having to find it yourself? On my past few flights I’ve had a personal welcome at the door and either been escorted from the door to the seat or had an appology and been given directions. Today I was just told to turn left. No issue just interested.

If there's a crew member available to do so then you'll be shown to your seat. There should be an F crew member at the boarding door for this purpose, but if they're otherwise engaged then it will fall to one of the other crew boarding (CSM/D and a WT crew member). It might be that one of these is off already or assisting PRMs etc so it's not always possible. If there's someone around to show you then you will be; but an open passenger door can never be left unattended so you may need to find your own way at times.

ChrL Jan 5, 19 4:22 am


Originally Posted by MFCC (Post 30612873)
If there's a crew member available to do so then you'll be shown to your seat. There should be an F crew member at the boarding door for this purpose, but if they're otherwise engaged then it will fall to one of the other crew boarding (CSM/D and a WT crew member). It might be that one of these is off already or assisting PRMs etc so it's not always possible. If there's someone around to show you then you will be; but an open passenger door can never be left unattended so you may need to find your own way at times.

Thanks. I managed to find the seat. :-) I guess this is the first time I actually boarded with group 1 so it makes sense that they were busy.

What is a PRM?

Can I help you Jan 5, 19 4:30 am

PRM, Passenger with Reduced Mobilty.
As MFCC says if there are two crew at the door one of them will escort customers in First to their seats, if there is not you will just be directed.

likethis Jan 5, 19 4:32 am

From a passenger perspective, it feels like some crews are friendlier than others. I’m wondering from a cabin crew perspective if a) they feel that’s true, and b) whether they similarly find some passenger groups (as in, averaged over the whole plane) better sometimes than others?

If so, do you have any theories as to why?

Can I help you Jan 5, 19 4:37 am

I don’t think we can or should generalise, I am upbeat and friendly to everyone and find that my customers are the same back to me.

likethis Jan 5, 19 4:37 am

Also, I’m terrible about complaining on board without sounding like an entitled ****. Some people seem to have a knack.

Wondering again from crew perspective what makes a complaint reasonable and most likely to result in a resolution without upsetting anyone? What gets your back up, and on the flip side, what makes you more inclined to help? Of course I’m assuming there’s a difference in cabins (e.g. I wouldn’t complain the sparkling wine was not up to scratch in economy, where I usually travel).

Can I help you Jan 5, 19 4:50 am

Well like any feedback it should be polite, timely and unemotional, I am more likely to think positively if demands are not made and the customer knows what I can and cannot do.
If I cannot rectify the issue I will get CR to contact the customer as I will not waste my energy on people that make outrageous demands, I will let CR know exactly what had been said and offered and if I believe the customer is entitled to more than I can offer or is taking the P.:D

Waterhorse Jan 5, 19 6:07 am


Originally Posted by Can I help you (Post 30612938)
Well like any feedback it should be polite, timely and unemotional, I am more likely to think positively if demands are not made and the customer knows what I can and cannot do.
If I cannot rectify the issue I will get CR to contact the customer as I will not waste my energy on people that make outrageous demands, I will let CR know exactly what had been said and offered and if I believe the customer is entitled to more than I can offer or is taking the P.:D

Absolutely, complaints are a vital way to give feedback; without feedback we do not improve or standards can easily slip. So we “need” your complaints but we need them to be, as CIHY says polite and to the point. Complaining to the crew about things beyond their control is wasted energy, there is only so much we can do, redirecting your complaint will help but only eventually not immediately. Let us know in time and within our ability to change things for you and any complaint would not only help you but help us too, allowing us to deliver a better service.

ChrL Jan 5, 19 7:18 pm

I have a family member traveling next month in CW on BA from LHR to the USA. She is vegetarian and has also been diagnosed as having a gluten intolerance which does make food somewhat tricky. BA have a gluten free option, a vegetarian option but not a gluten free vegetarian option. So there isn't really a simple solution other than taking her own food.

I expect some of the vegetarian meal may happen to be gluten free and some of the gluten free meal may happen to be vegetarian. Does BA have the ingredients/allergen list for their meals (eg could we look at the VLML ingredients list to see whether there are any gluten containing ingredients)? Is this information available in advance?

Are there any other suggestions anyone has for dealing with this situation? I was wondering whether she should take a lunch box and fill it up in the lounge (if the food there is well labelled).

PETER01 Jan 9, 19 10:07 am

When planes get flown to Manila/Cardiff/elsewhere etc for maintenance are there specific crews for that on a rota or is it just part of being say an A380/A32X pilot etc and all pilots will at some point go there and back?

Also on the longer hauls is there a member of CC too?

Curious as always, thanks!

Pete

Can I help you Jan 9, 19 10:14 am

I can answer the second question, there are no cabin crew onboard.

PETER01 Jan 9, 19 10:15 am


Originally Posted by Can I help you (Post 30632333)
I can answer the second question, there are no cabin crew onboard.

Thanks Can I help you ^ :)

grantsteve Jan 9, 19 11:29 am

Are BA flying any routes from BHX in summer 2019?

florens Jan 9, 19 11:35 am

Is it planned long term to use automated safety demo voice (for example like Finnair) as all the shorthaul aircraft's screens are enhanced and we see more and more manual safety demonstrations? One advantage would be to be able to play key safety information in other languages, too + then the cabin crew don't have to do it. Some have seemed very nervous / unsure when reading the text.

Definitas Jan 9, 19 12:28 pm

Different service port/starboard
 
I have a question about different service depending on which side of the aircraft you are on. We flew in F for the first time in November and thoroughly enjoyed it. We were in one of the pairs of seats and Mrs Definitas received a more expanded service than I did. She was asked for her food preferences some time before me and, as a result, got her choice, whereas I didn’t. She was offered pyjamas whereas I wasn’t (it was a daytime flight) and was offered chocolates from a box after lunch and I wasn’t. None of these things made me feel like I wanted to “complain” but I wondered how much is down to individuals and how much is down to training (and departure from that training). We are flying F again at the end of the month (amex 2-4-1) and, having a bit of a sweet tooth, I might be tempted to mention the chocolates in particular. That said, I'm only a lowly blue BAEC member. Are the chocolates held for GGL members? (Lol)



Boeing77W Jan 9, 19 12:46 pm


Originally Posted by PETER01 (Post 30632315)
When planes get flown to Manila/Cardiff/elsewhere etc for maintenance are there specific crews for that on a rota or is it just part of being say an A380/A32X pilot etc and all pilots will at some point go there and back?

Also on the longer hauls is there a member of CC too?

Curious as always, thanks!

Pete

Just normal pilots are used for the positioning of aircraft to and from maintenance, either pre planned at the roster bidding stages (seniority based) or called off standby if things crop up in the shorter term.

Can I help you Jan 9, 19 1:01 pm


Originally Posted by Definitas (Post 30633011)
I have a question about different service depending on which side of the aircraft you are on. We flew in F for the first time in November and thoroughly enjoyed it. We were in one of the pairs of seats and Mrs Definitas received a more expanded service than I did. She was asked for her food preferences some time before me and, as a result, got her choice, whereas I didn’t. She was offered pyjamas whereas I wasn’t (it was a daytime flight) and was offered chocolates from a box after lunch and I wasn’t. None of these things made me feel like I wanted to “complain” but I wondered how much is down to individuals and how much is down to training (and departure from that training). We are flying F again at the end of the month (amex 2-4-1) and, having a bit of a sweet tooth, I might be tempted to mention the chocolates in particular. That said, I'm only a lowly blue BAEC member. Are the chocolates held for GGL members? (Lol)



Everyone should be treated the same, we are all trained to the same standards but let’s just say some care more than offers.
Never sit in your seat and feel unhappy, if you are not being treated as you expect then ask to speak to one of the senior crew onboard so that we can manage the situation.

TribalistMeathead Jan 9, 19 1:10 pm

When traveling longhaul with an infant and seated at a child seat position, what's the best way to ensure we receive one of the child seats on board? I believe there are fewer carrycots and child seats than there are carrycot/child seat positions, but I could be wrong.

Can I help you Jan 9, 19 1:16 pm

There are more car seats and cots than bassinet positions, the only problem we sometimes have is not enough cots, I would inform the crew once seated that you need one of the car seats.

TribalistMeathead Jan 9, 19 1:25 pm


Originally Posted by Can I help you (Post 30633240)
There are more car seats and cots than bassinet positions, the only problem we sometimes have is not enough cots, I would inform the crew once seated that you need one of the car seats.

Thanks for this. I must have been thinking of another airline.

shefgab Jan 9, 19 1:47 pm


Originally Posted by Definitas (Post 30633011)
I have a question about different service depending on which side of the aircraft you are on. We flew in F for the first time in November and thoroughly enjoyed it. We were in one of the pairs of seats and Mrs Definitas received a more expanded service than I did. She was asked for her food preferences some time before me and, as a result, got her choice, whereas I didn’t. She was offered pyjamas whereas I wasn’t (it was a daytime flight) and was offered chocolates from a box after lunch and I wasn’t. None of these things made me feel like I wanted to “complain” but I wondered how much is down to individuals and how much is down to training (and departure from that training). We are flying F again at the end of the month (amex 2-4-1) and, having a bit of a sweet tooth, I might be tempted to mention the chocolates in particular. That said, I'm only a lowly blue BAEC member. Are the chocolates held for GGL members? (Lol)

There is always a box of chocolates in the First galley (their own version on the Club Kitchen), so if you're not offered any, just head to the galley! Or ask the crew serving you for one.


Originally Posted by ChrL (Post 30615712)
I have a family member traveling next month in CW on BA from LHR to the USA. She is vegetarian and has also been diagnosed as having a gluten intolerance which does make food somewhat tricky. BA have a gluten free option, a vegetarian option but not a gluten free vegetarian option. So there isn't really a simple solution other than taking her own food.

I expect some of the vegetarian meal may happen to be gluten free and some of the gluten free meal may happen to be vegetarian. Does BA have the ingredients/allergen list for their meals (eg could we look at the VLML ingredients list to see whether there are any gluten containing ingredients)? Is this information available in advance?

Are there any other suggestions anyone has for dealing with this situation? I was wondering whether she should take a lunch box and fill it up in the lounge (if the food there is well labelled).

My best advice would be to self cater as you can never guarantee you'll get a main course that fits two separate dietary requirements. There is a "Chef's Chat" onboard which will list allergens, but this is an internal document that can't be reposted publicly, but crew can show you onboard. If your family member isn't too fussy, I would say order the gluten free, and don't eat the meat (IIRC it's often a chicken breast or fish fillet?). If they can't eat anything that's touched meat, at least they'll have the starter (often veggie)/salad/dessert thats GF. The veggie option is invariably pasta, so not gluten free.

You're not supposed to remove food from the lounge, but I imagine if you explained to the lounge staff what you were doing, they would probably let you fill a lunchbox. Just make sure you don't bring fresh food into the USA undeclared!

Dr. HFH Jan 9, 19 5:37 pm


Originally Posted by marcosscriven (Post 30612899)
From a passenger perspective, it feels like some crews are friendlier than others. ... If so, do you have any theories as to why?

Cabin crew are people. Some are friendlier than others.

LPQ Jan 9, 19 6:37 pm

Chocolates! Never seen or been offered any in F. If only on request what else are we missing and should ask for?

Pascoe Jan 10, 19 2:51 am

Are CC ever trained in any aspects of flight deck (eg how to work radios and other such tasks) in the event of one of Skipper or FO being incapacitated? Or is the expectation at that point always that the remaining member of the flight crew immediately diverts to nearest viable alternate and handles all the cockpit workload his / herself?

Just curious...

Can I help you Jan 10, 19 3:11 am

We would take instructions from the pilot in control and are expected to do such things as reading out check lists.

TTmex Jan 10, 19 3:18 am

How often do you experience turbulence that is so bad you are crapping it, too, but are having to smile and tell passengers to relax?

Can I help you Jan 10, 19 4:20 am

I have never been worried in turbulence and outside of the meal service and actually enjoy it as it adds a bit of excitement to the day.

Waterhorse Jan 10, 19 5:01 am


Originally Posted by Pascoe (Post 30635686)
Are CC ever trained in any aspects of flight deck (eg how to work radios and other such tasks) in the event of one of Skipper or FO being incapacitated? Or is the expectation at that point always that the remaining member of the flight crew immediately diverts to nearest viable alternate and handles all the cockpit workload his / herself?

Just curious...

Essentially on LH where most trips have at least 3 pilots this is not so much of an issue. On SH or two crew trips any incapacitation is a MAYDAY and the remaining pilot will divert to the nearest suitable airfield - bear in mind this is nearest suitable in the opinion of the remaining pilot and their considerations will include such thisngs as familiarity etc it is not something that demands a land as soon as possible. However, they must also take into account the reasons for the incapacitation, food poisoning would lead to a more immediate landing than say a heart attack as the cause may still be something that affects the remaining pilot. Cabin Crew can help with all sorts of stuff but essentially it is fairly limited in nature, providing support for the last pilot.

BoeBus Jan 10, 19 6:36 am

Has there been an instance of flight crew requesting assistance from "any onboard pilots"? I imagine doing an autoland might come into play in the case of single-pilot operation to reduce the workload, rather than worry about the competence of a flight-sim/BAFT jockey!

Waterhorse Jan 10, 19 6:38 am


Originally Posted by BoeBus (Post 30636183)
Has there been an instance of flight crew requesting assistance from "any onboard pilots"? I imagine doing an autoland might come into play in the case of single-pilot operation to reduce the workload, rather than worry about the competence of a flight-sim/BAFT jockey!

We wouldn’t do that. There are too many unknowns about the assistance offered

offshore_bob Jan 10, 19 6:49 am

Have any of the staff on here flown on other OW airlines in a personal capacity, especially in J, to compare to BA? I ask because we regularly see the comments on the q-suite and AA's 77w.

Sigwx Jan 10, 19 3:08 pm


Originally Posted by offshore_bob (Post 30636226)
Have any of the staff on here flown on other OW airlines in a personal capacity, especially in J, to compare to BA? I ask because we regularly see the comments on the q-suite and AA's 77w.


Yes, QR J. Knocked the socks of off BA in J but there was a language barrier with my originally assigned crew member until a more “northern friendly” crew member was sourced ��

CX F, on par service wise i’d say apart from F&B in which case CX yet again........won

AA out of MAN.........NEVER Again!

surprised? No. Bonus targets are king in BA, customers...... god knows. But fear not, we don’t mess with safety.

Pascoe Jan 11, 19 6:29 am


Originally Posted by Waterhorse (Post 30636195)


We wouldn’t do that. There are too many unknowns about the assistance offered

I remember reading a while back an account of something like this actually happening in the states on an internal flight. All very exciting and sensational until you drill down into the small print that the person assisting I think was an ex marine pilot who helped work the radios.

Still laudable, but as you say, the genuinely unknown scenario of taking a total stranger into the cockpit and taking on faith that they would be able to do what was required of them sounds in my limited experience like it might risk increasing, not decreasing both cockpit workload and therefore risk, for the remaining functional pilot.

Hence my Q around whether there was ever anything more formal in place within the airlines with CC staff.

Thanks for the colour

Pascoe Jan 11, 19 6:31 am


Originally Posted by BoeBus (Post 30636183)
Has there been an instance of flight crew requesting assistance from "any onboard pilots"? I imagine doing an autoland might come into play in the case of single-pilot operation to reduce the workload, rather than worry about the competence of a flight-sim/BAFT jockey!

No-one who has seen video of my last go at Canarsie in November would want me assisting at this stage in my, ahem, 'development'... ;-)

Barnaby100 Jan 11, 19 7:20 am


Originally Posted by Sigwx (Post 30638428)



Yes, QR J. Knocked the socks of off BA in J but there was a language barrier with my originally assigned crew member until a more “northern friendly” crew member was sourced ��

CX F, on par service wise i’d say apart from F&B in which case CX yet again........won

AA out of MAN.........NEVER Again!

surprised? No. Bonus targets are king in BA, customers...... god knows. But fear not, we don’t mess with safety.

My AA out of Manchester resulted in me never travelling cw again. It was great, made ba cw look like economy minus

Barnaby100 Jan 11, 19 7:23 am


Originally Posted by Sigwx (Post 30638428)



Yes, QR J. Knocked the socks of off BA in J but there was a language barrier with my originally assigned crew member until a more “northern friendly” crew member was sourced ��

CX F, on par service wise i’d say apart from F&B in which case CX yet again........won

AA out of MAN.........NEVER Again!

surprised? No. Bonus targets are king in BA, customers...... god knows. But fear not, we don’t mess with safety.


Originally Posted by LPQ (Post 30634464)
Chocolates! Never seen or been offered any in F. If only on request what else are we missing and should ask for?

They used to be amazing but now a hotel de chocolate type offering


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