CSM attitude to 'self upgraders'
Jan 26, 2020, 2:10 pm
#1
Original Poster
Join Date: Nov 2012
Location: London
Programs: BAEC Silver; Virgin Flying Club Red; IHG Spire
Posts: 65
CSM attitude to 'self upgraders'
Sat in WT+ this morning on BA165 and along comes a lady who sits in the row behind me, immediately summons the crew and says 'my husband tried to upgrade but was told there were no seats - the row is empty, can he sit here?' Crew said they'd ask the 'manager' and get back to her.
Halfway through the flight, husband appears and plonks himself next to his wife. When I saw the CSM walking through the cabin later, I mentioned that there was someone sat in the seat behind me who wasn't there when we took off. She said something about it being too much hassle to deal with, at which point I said I'd love to sit in Club or First if there were free seats but recognise that I obviously had to sit where I paid. She agreed with me on the principle (asking me if I'd like to sit in the cockpit!), but did absolutely nothing to send the man back to his paid for seat. Then spoke to the man, who tells her that 'a member of crew said I could sit here' and decided to leave him alone - isn't the CSM meant to be the person in charge on board in these situations?
Halfway through the flight, husband appears and plonks himself next to his wife. When I saw the CSM walking through the cabin later, I mentioned that there was someone sat in the seat behind me who wasn't there when we took off. She said something about it being too much hassle to deal with, at which point I said I'd love to sit in Club or First if there were free seats but recognise that I obviously had to sit where I paid. She agreed with me on the principle (asking me if I'd like to sit in the cockpit!), but did absolutely nothing to send the man back to his paid for seat. Then spoke to the man, who tells her that 'a member of crew said I could sit here' and decided to leave him alone - isn't the CSM meant to be the person in charge on board in these situations?
Jan 26, 2020, 2:23 pm
#5
Join Date: Jun 2015
Location: LBA
Programs: KLM FB Gold, LH M&M
Posts: 454
What is the point in BA having travel classes if they are not strictly and fairly observed?
Such a incident must be deflating to those passengers who have paid full fare for an enhanced travel class, such as World Traveller Plus.
Such a incident must be deflating to those passengers who have paid full fare for an enhanced travel class, such as World Traveller Plus.
Jan 26, 2020, 2:34 pm
#8
Original Poster
Join Date: Nov 2012
Location: London
Programs: BAEC Silver; Virgin Flying Club Red; IHG Spire
Posts: 65
Jan 26, 2020, 2:43 pm
#9
Join Date: Sep 2008
Posts: 7,875
Jan 26, 2020, 2:50 pm
#10
Community Director
Join Date: Jan 2009
Location: Norwich, UK
Programs: A3*G, BA Gold, BD Gold (in memoriam), IHG Diamond Ambassador
Posts: 8,480
Sadly in many cases those who have the brass neck to self-upgrade are more likely to be the ones who would submit a complaint against the CSM for sending them packing.
It wouldn’t be terribly hard to concoct a “the CSM was incredibly rude to me when I popped up to see my partner” story, and that would result in a note in the cabin crew member’s file and a meeting with their line manager.
Particularly for those just starting their career, it may be a case of self-preservation rather than inaction - i.e. the crew will usually only choose to deal with situations they can win the battle on.
It wouldn’t be terribly hard to concoct a “the CSM was incredibly rude to me when I popped up to see my partner” story, and that would result in a note in the cabin crew member’s file and a meeting with their line manager.
Particularly for those just starting their career, it may be a case of self-preservation rather than inaction - i.e. the crew will usually only choose to deal with situations they can win the battle on.
Jan 26, 2020, 2:56 pm
#11
FlyerTalk Evangelist
Join Date: Jul 2002
Programs: Mucci des Hommes Magiques et Magnifiques
Posts: 19,107
That is no excuse, I have never been reprimanded for dealing with things that I’m paid to deal with, if I had dealt with this situation it would have been fully reported to CR in preparation for any complaints that followed.
Jan 26, 2020, 3:01 pm
#12
Join Date: Oct 2015
Location: NT Australia
Programs: QF WP
Posts: 4,160
Sadly in many cases those who have the brass neck to self-upgrade are more likely to be the ones who would submit a complaint against the CSM for sending them packing.
It wouldn’t be terribly hard to concoct a “the CSM was incredibly rude to me when I popped up to see my partner” story, and that would result in a note in the cabin crew member’s file and a meeting with their line manager.
Particularly for those just starting their career, it may be a case of self-preservation rather than inaction - i.e. the crew will usually only choose to deal with situations they can win the battle on.
It wouldn’t be terribly hard to concoct a “the CSM was incredibly rude to me when I popped up to see my partner” story, and that would result in a note in the cabin crew member’s file and a meeting with their line manager.
Particularly for those just starting their career, it may be a case of self-preservation rather than inaction - i.e. the crew will usually only choose to deal with situations they can win the battle on.
might now be getting a complaint that they failed to do anything about a self upgrader? Swings and roundabouts I suppose
besides, I thought the conclusion of the “can I take teaspoons etc off the plane?” thread was that the crew weren’t able to authorise theft (of goods or services)?
(ducks)
Jan 26, 2020, 3:13 pm
#13
Join Date: Sep 2011
Location: London
Programs: BA Gold
Posts: 1,465
Why someone demonstrating a clear lack of authority and ability to deal with confrontation occupies a managerial role is beyond me. 
I understand situations can be complex and judgement calls need to be made, but this case seems rather unambiguous.
I understand situations can be complex and judgement calls need to be made, but this case seems rather unambiguous.
Jan 26, 2020, 3:14 pm
#14
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
If it disturbs you, write a short note to BA.
You have effectively already identified the individual as there was presumably only one CSM on the flight and you have provided that (the 08:05 LHR-TLV for those who haven't committed the BA schedule to memory).
You have effectively already identified the individual as there was presumably only one CSM on the flight and you have provided that (the 08:05 LHR-TLV for those who haven't committed the BA schedule to memory).
Jan 26, 2020, 3:15 pm
#15
Join Date: Nov 2015
Location: London
Programs: BA Gold
Posts: 1,683
Sadly in many cases those who have the brass neck to self-upgrade are more likely to be the ones who would submit a complaint against the CSM for sending them packing.
It wouldn’t be terribly hard to concoct a “the CSM was incredibly rude to me when I popped up to see my partner” story, and that would result in a note in the cabin crew member’s file and a meeting with their line manager.
Particularly for those just starting their career, it may be a case of self-preservation rather than inaction - i.e. the crew will usually only choose to deal with situations they can win the battle on.
It wouldn’t be terribly hard to concoct a “the CSM was incredibly rude to me when I popped up to see my partner” story, and that would result in a note in the cabin crew member’s file and a meeting with their line manager.
Particularly for those just starting their career, it may be a case of self-preservation rather than inaction - i.e. the crew will usually only choose to deal with situations they can win the battle on.
I may be well wide of the mark but I assume a CSM would have several years experience in the cabin, albeit in other roles, and presumably have completed training.
At face value this is a tale of confrontation avoidance by someone paid to manage situations just like this.
