SKT-DK

As the one who made the "one post wonder" comment, I beg to differ - the poster and the post are both relevant through the context. The poster's (apparent) attitude has a huge bearing on this topic, especially given that his first interaction with the CSM was absolutely negative and poor form. And on that note, something none of us have picked up on until now, having a gap between the plane and the jet bridge (presumably endangering people through a potential fall of several feet) would surely not be allowed on a health & safety conscious airline like BA?

NWIFlyer

This certainly tallies with the conversations I’ve had with Mixed Fleet crew over the past week, so I think the chance of the OP getting what is perceived as poor service will not be down to a member of crew not wanting to be there.

Now of course it’s very difficult to say exactly what happened here in the absence of other first hand accounts, but what I can say with certainty is that I’ve seen someone come on board a plane at LHR today with a disability that required an individual safety briefing. The crew were aware it was needed in advance, the approach from the passenger’s helper was polite and it happened without fuss in spite of it being a busy flight.

Perhaps the OP might reflect that some advance notice of his or her injury might have gone some way to getting off on the right foot? Indeed, probably the antagonism we seem to see both ways here wouldn’t have built up in the first place then. I’d also say I’ve seen some fairly demanding behavioural traits displayed towards cabin crew by passengers, but never have I been aware of a SCCM having to protect his staff by stopping further contact, or threaten to involve the police - so quite what happened here I’m struggling to imagine.

So if feel like that, and it seems to be a common viewpoint, perhaps the OP shouldn’t be too surprised that the CEO’s office has also not replied in the most effusive terms.

nancypants

There was me thinking my second point was the more controversial one 😉

McG

The gap is likely to have been a height gap where the level of the jet bridge is below the level of the aircraft door. The small wheel that you sometimes see resting against the aircraft fuselage coming from the jet bridge is an auto levelling device. If the wheel moves, the jet bridge moves accordingly to keep the jet bridge and aircraft door at the same height as when the jet bridge was attached. A failure of this could result in a bigger gap than normal.

SKT-DK

A height gap surely would not have posed a problem as you can drag the bag up over the threshold to the cabin - what the OP describes is a gap requiring carrying the bag (which makes me wonder how he got it out of his house and to the airport, through security etc in the first place)

LTN Phobia

Same observation here, although many of my SIN-LHR are BA 12 (but of course SYD-SIN is BA 16).

Another thing I should add is SIN check-in staff are very nice and very helpful as you probably know, although they are not pushovers and won’t stand for nonsense.

Can I help you

Nonsense, such a good word for this whole thread.

SKT-DK

Indeed!

Andrew82

Interesting range of responses.

And no I won't back away from my stance that the CSD (if you refer to his linked in profile it clearly states he is a Cabin Service Director, a trainer as well so it claims) should have deescalated what was a poor introduction, rather than antagonise. He sets the tone for the rest of the crew, or should.

I openings admit that a smile at the beginning may have turned the sequence of events.

But not withstanding that, when you are presented with a passenger who has a arm in a cast and that said arm is in a sling (pretty obvious injury for those of you who claim they may not have known), it is actually the job of the cabin crew to defuse what may be an unhappy pax.

The other crew were great, friendly and generally helpful, however my interactions were somewhat "blocked" by the fact that the CSD (again what ever you wish to call it, CSD, CSM, ISM, OBM) seemed to want to escalate rather than defuse.

It is good to hear that this is not normal, but it would seem it is not isolate either.

As to what I wanted from BA, an apology - that was cleared stated to them at the beginning of the call, I was not looking for anything other than them admitting that they should not have handled a situation as they did.

BA Check in staff in SIN were fantastic, the ones at the gate not so. But like all things you always get a mixed bag. And once again, good and bad, the crew onboard will get pax who are unhappy because of ground experiences and it is up to them to try and deescalate the situation.

Finally the only reason this email was sent (for the second time) to the upper management was the lack of any reply from customer service after a month from the incident.

Can I help you

The point about the “CSD” is that there has been no CSD on any SIN SYD SIN flight for at least 8 years as these flights are crewed by MF crew and they do not have this rank.
You obviously have this crewmembers name and there maybe be more than one working for BA with the same name.
Your other points are valid.

Can I help you

Can I ask how long before you flew the cast was fitted?

Andrew82

I was in a flexi cast (moulded out of a hard plastic) and the flight was 2 weeks post op for a fracture of the distal radius, they had plated and screwed fracture. I had a fitness to fly certificate from both the hand surgeon and also a aviation medical examiner.

Andrew82

BA confirmed that the public linked in profile was the person whom I filed the complaint against.

His title is CSD, and he has worked with BA for 23 years.

"

Can I help you

Thank you that would explain why you were “Fit to Fly”.

Andrew82