Recognising Outstanding Service with a Golden Ticket
1 May 2015
2014 was a big year for Golden Ticket, our Executive Club Members awarded over 7,500 tickets to British Airways colleagues who serve across every step of the BA experience, a 79% increase over 2013.
It means a great deal to colleagues who receive a Golden Ticket from our Members and can often be difficult for them to demonstrate gratitude in the heat of the moment, often the award of a ‘Golden Ticket’ is unexpected and takes a few moments for the gesture to sink in. When BA colleagues receive a Golden Ticket they are encouraged to tell their manager about it, share their story and what happened. We then encourage teams to share their experiences with other areas across the airline.
We spoke to a number of Golden Ticket awardees about how it made them feel to receive the recognition… this is what they told us:
Karen Singh, Senior Service Recovery Executive, Newcastle: “I have so far received one Golden Ticket from a Gold Member….I felt extremely proud to receive the Golden Ticket and it has inspired me to continue to offer excellent customer service to every customer I speak to”
Shaun O’Meara, Premium Service Agent, Amsterdam: “I work in the Executive Club Lounge in Amsterdam and have received over ten Golden Tickets…I feel very proud when our premium customers recognise, appreciate and honour our delivery and reliability”
Luis Carrillo Huertas, World Wide Cabin Crew: “I have received three Golden Tickets this year, and I remember each of them….customer service is delivering what the customer expects and exceeding it. It is elegance, professionalism, product and brand all coming together”
Mel Tranmer, Customer Service Executive, Gatwick: “Receiving my Golden Tickets has made me feel proud. I endeavour to do my best in often very challenging situations, but to know that customers do really appreciate my efforts is a reward in itself.
Our colleagues truly appreciate receiving Golden Tickets from our customers. Executive Club Members will be receiving Golden Tickets for 2015 in the Spring to continue to use to recognise examples of outstanding customer service.