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I’ve read on forums and on You Tube that if you have Gold status you can award a Golden Ticket to a member of the crew for good service. Is this a myth or has it just been withdrawn?
You used to get a couple of cards when they sent you your gold cards.
Now it’s all in line accessible via your exec club account.
I’ve got a physical paper one . Not used…yet. Got it when became Gold in 2019 . I suppose I could still give it out even though now fallen off the edge to Silver.
Yes, but they no longer send out physical tickets. On the website, there should be a ‘Submit a Golden Ticket’ link on the left hand side below the find flights section.
Resurrecting this – is there a limit on how many of these you can give out? I’ve had fantastic service from 3 cabin crew on our flights to and from MEX. They even made my coffee and tea exactly how I like it, which is my measure of outstanding customer service as I’m very fussy about my brews 😂
Resurrecting this – is there a limit on how many of these you can give out? I’ve had fantastic service from 3 cabin crew on our flights to and from MEX. They even made my coffee and tea exactly how I like it, which is my measure of outstanding customer service as I’m very fussy about my brews 😂
That’s just doing their job, which in any 1 – 5 staff appraisal system gets you a three which is where most should be. This is why, when the general public is let loose on rankings such TripAdvisor, the ratings become totally meaningless.
If you are in First Class, it is expected that crew will provide you with high level personalised service, including making drinks to your specifications. A Golden Ticket is supposed to be for those who have gone ‘above and beyond’ and genuinely/objectively exceeded what might be expected from their role.
@JDB, it’s just what someone suggested recently, I don’t know much about it!
The great service also continued in CW on the return leg, which was a reassuring improvement on some of the experiences we’ve had in the past few years 😜
I haven’t left a Tripadvisor review for years, incidentally, it’s an unrealistic and virtually impossible task when you consider all the different types of accommodations and establishments there are.
Staff get nothing for it but a pat on the head! Friend of mine was crew got 20 golden tickets and got zero for it apart from a well done from management.
Well, you’d hope they would also appreciate the positive customer feedback!
Send in a compliment using the online form.
I only used a golden ticket once and I thought it was merited as the staffer did go above and beyond – I’d left my keys at BAs LGW checkin and they sent someone up to the lounge with them. Which meant a long walk there and back and clearing security etc.
If a staffer got one they were supposed to tell their manager. The online system is supposed to ensure that happens and is more properly recorded.
BA used to invite GT recipients to various receptions and such but I think those ended a long time ago.
Personally I think a proper “thank you” at the time is much more appreciated than an anonymous one that comes much later
Re “A Golden Ticket is supposed to be for those who have gone ‘above and beyond’ and genuinely/objectively exceeded what might be expected from their role. ”
Racking my brains trying to think what could fall into this category, that isn’t them “just doing their job”
A special cuddle under the blanket once the cabin lights go down?
Re “A Golden Ticket is supposed to be for those who have gone ‘above and beyond’ and genuinely/objectively exceeded what might be expected from their role. ”
Racking my brains trying to think what could fall into this category, that isn’t them “just doing their job”
A special cuddle under the blanket once the cabin lights go down?
😂! You could classify most things as being expected from their role. Personally I gave golden tickets when the cabin crew performed their role particularly well. You could say this was just doing their job of course but was still rare enough.
For me, little things like preparing tea the way I like it (very well brewed with plenty of milk, thank you) when delivered with other good things like generally attentive service is enough.
I do 50-100 flights a year and probably never gave more than 2 in a year.
I spoke to some cabin crew last year who remembered well the benefits from being given them in the past but told me honestly not to bother with them anymore.
@Scott – @BA Flyer IHG Stayer cited a very suitable example above. It’s something that goes outside the job spec of the staff member that adds real value to the passenger. If you had experienced it, you would recognise it. Personally, it has mainly involved ground staff including twice making (unprotected) connections work – once in Cape Town, once in Buenos Aires on both occasions teeing up the local airline staff, taking us through diplomatic immigration channels and bringing bags from the carousel to another terminal etc. Another occasion holding check in for us in Nice after we had to make an emergency detour. On board (JAL) cabin crew going down a ladder in a door in the floor of the F cabin to get water for all the passengers when we were all stuck on board. On smaller airlines lots of experiences of aircraft ground and flying staff stepping in to replace striking or absent workers.
Are these cabin crew only? I was once involved in a very dodgy semi-crash landing. We all survived unscathed. Though technically as @JDB says that’s only a 3…
Are these cabin crew only? I was once involved in a very dodgy semi-crash landing. We all survived unscathed. Though technically as @JDB says that’s only a 3…
While safety is the primary role of cabin crew and clearly in the job spec, a good response in a crisis might well be meritorious of a Golden Ticket in a way that making a cup of tea, in my view, never should be. The latter is a daily, low level and entirely routine task expected of crew.
The way a crew member responds to a rarer occurrence such as serious passenger illness or an even rarer safety incident is a real test for anyone. If someone acts calmly and authoritatively, thinks clearly, provides the necessary help efficiently/effectively, communicates well with the relevant people, they should most definitely be praised.
The thing is, if you wait for the JDB or BA Flyer IHG Stayer examples you would never or almost never give them out. If you’re waiting for the cabin crew to show you something really outside their normal role/job it may never happen and they really may never get a chance.
As I mentioned before I fly a lot and think I would have given 1 ever under this criteria over several hundred flights.
I agree, just a cup of tea shouldn’t do it 😅! But as part of multiple positive actions over a flight it is this kind of detail which makes for excellent service.
The Golden Tickets really give almost no benefit to the cabin crew these days and so are barely more than a thank you. It feels stingy to me to not offer this to those cabin crew who do their role very very well. Instead it would be good to encourage the people who do their job in a way that they provide outstanding service. My hope is that these are then considered for progression and that those who impress the most in their service are in a position to teach this to others.
@JDB You are throwing the baby out with the bathwater by dismissing rankings given by the general public. Whilst a 1-5 scale doesn’t result in a bell curve centred on 3, it still results in useful information along the lines of:
<4 poor
4.0-4.2 tolerable
4.3-4.5 acceptable
4.6-4.7 good
4.8-4.9 excellent
5.0 wonderfulI’m aware of a number of companies switching to a 1-4 system only because it avoids the “sitting on the fence” option on the part of managers, and led to improvements in the cohorts that were ultimately rated on the wrong side of the divide who perhaps had been 3s previously when managers took the easy way out.
BTW at our local JL department store cafe a month or so ago, one of my children unfortunately dropped their mini hot choc all over the cafe floor which was super embarrassing. Whilst we proceeded to clean up, one of their staff came over to reassure child that it’s ok, mopped floor and then took child to cafe paypoint to make another one and let them pick out a biscuit, all for free and no questions asked.
Obviously I was delighted and IMHO he certainly went above and beyond, so I contacted JL via their webpage (took a lot of navigating to find a “positive feedback” email address!) and I was informed that the employee was very proud to have been name-checked and the store manager printed out the email to pin inside the store. I pointed out that it’s because of acts like this, that we’ll continue to shop in JL in-store.
I think recognition is important and I would like to think it is taken seriously, but clearly needs firms to be customer-centric in the first place.
My favourite example of “above and beyond”: a few years ago I was flying “J” Lagos – MAN with a short connection in T5. I made it to the Manchester flight, was just starting to relax in row 1 with all passengers seated and doors about to close, when a ground crew guy came rushing in, and handed over a package to the crew. It turned out this mysterious package was a pair of glasses (spectacles not drinking!) I had left at my previous CW seat. I was very grateful when it was delivered to me. If they hadn’t been so pro-active, I would not have realised until far too late. I doubt whether I would ever have seen the glasses again if I had had to navigate BA / Heathrow lost property after completing my journey, at the every least highly inconvenient hassle.
I wasn’t Gold, so no gold ticket to offer, but I did mention it in a feedback survey. Thank you to that staff member for exceeding his job description.
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