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Moments of Truth – Interactions with BA Staff Prague to Toronto - Raj Wadhwani 🍁 - Blog

Moments of Truth – Interactions with BA Staff Prague to Toronto

We are all familiar with 'moments of truth' - the interactions that can enhance or negatively affect our perception of a brand. My story is about my experience on a recent flight from Prague via London to Toronto on 6th March.

So today I left Prague in the Czech Republic at 5am for a 7am flight. My Uber ride was excellent and got me in 20 mins to the airport outside Prague. I went to the priority check in and smiled and said hello (my Czech is rubbish so I spoke in English) anyway, the BA staff member looked at me and didn’t say anything except "Passport". There was no emotion - no smile, no nice to see you - nothing

I told her I have a connecting flight and can my bag be checked all the way through on the BA flights at which point she just said "passport" again so I thought ok, not very engaging person and passed her my passport. She seemed totally disengaged - maybe it was early - by this time it was 5:30am but I was as chirpy as usual and she was, well not wanting to do anything except probably go home. 

Anyway the flight from Prague to London was good - great service from the crew there and when I arrived in London I went to the Concorde Lounge at T5 - again great service and lots of smiling faces.

Then on the BA flight 93 from London to Toronto (6th March) the crew were brilliant - they explained my seat had an issue and could I move? - the issue was with the entertainment and I said I would not use it but if I did want to they had another seat available for me to move into for the whole, or part of the flight. It was a solution we were all good with.

The team were great but I'd like to make a special mention of the cabin crew member who took amazing care and was always smiling and giving amazing service en route - her name is Abigail (Abi) Brocklebank and she was a superstar - one of the best crew members I ever experienced - attentive, happy, 100000% engaged with the passengers and always willing to go above what I and others expected.

So, what started off with a meeting with a BA representative who was nothing short of terrible, ended with an amazing experience with Abi and her team members. After we landed we waited about 10 minutes for the ground crew to get the doors open and Abi and her colleagues were chatting with us - such a nice bunch of people and it’s the people that make the experience. So, to the young lady in Prague your standards might be low but they are not in line with what I have come to expect from BA

As a footnote, when I got through the fast track at immigration in Toronto, I saw my bag was already off the baggage belt and stacked up with all the others ready for collection - it took me what 15 minutes to get through the immigration line up and my bag was ready! A nice end to a BA flight!




Publish Date: March 11, 2018 6:21 PM

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