A shoutout is due to the crew onboard my British Airways flight from Madrid to London, who really went above and beyond to stay with us after our arrival into Heathrow when our baby carriage was delayed.
We gate-checked my daughter’s stroller (or pram, which is one of my favorite British-English words) ahead of our flight from Madrid to London, with instructions to collect it on the jetbridge upon our arrival into London Heathrow.
We were sitting in the first row of business class, so were first off the flight, but by the time the last row has cleared off the plane, walked up the jet bridge, and out into the terminal, we were still waiting for the stroller.
The crew appeared, both flights attendants and the two pilots. Rather than just walk by us, they stopped and were shocked that we were still waiting for the carriage.
The captain took it upon himself to go down and try to find out what was going on. Meanwhile, the rest of the crew (all of them) stayed and chatted with us.
I couldn’t believe it…what a kind gesture. Not to denigrate the many wonderful flight attendants in the USA, but I just cannot imagine something similar happening here. And frankly, after all the labor drama at BA during the pandemic, I was surprised it happened here.
But what a lovely gesture. A member of ground staff was present, so I don’t think they stayed for security reasons.
The captain returned and said it would just be a few more minutes.
Even so, everyone waited until the pram finally arrived, then bid us all a cheerful goodbye.
You could say that the delayed delivery of the stroller reflected poorly on British Airways–and it it did–but the real story here is the kindness of the crew. I was frankly flabbergasted that the crew was so kind, since they were not being paid for their time. But that small act of kindness makes me more loyal to British Airways than ever.
Matthew is an avid traveler who calls Los Angeles home. Each year he travels more than 200,000 miles by air and has visited more than 135 countries. Working both in the aviation industry and as a travel consultant, Matthew has been featured in major media outlets around the world and uses his Live and Let’s Fly blog to share the latest news in the airline industry, commentary on frequent flyer programs, and detailed reports of his worldwide travel.
Do you mean your flight from Madrid to London? If you were flying the other way you wouldn’t be picking up your stroller at the gate at Heathrow but at Barajas.
So much about BA has been ‘enhanced’ away, but the crew (and customer service when you get through) are what still keep the company going. I just wish the execs would realise that!
Nice story. One possibility was that the captain was nice and the others were planning to go drinking with him afterwards. Or maybe on orgy? After all, people might go out of their way for sex. I wonder if there is a rule that at least one member of the crew must be present if there are still passengers on the plane. Another possible explanation is they were just nice people.
You really can’t help yourself, can you?
You really are a disturbed person, you need competent mental health assurance.
Go ahead, denigrate the U.S. flight attendants, lol. 98% would have not cared in the slightest. It would have actually meant stopping their galley gossip for a few minutes and act in a caring manner.
To BA’s credit I have had some great crews as of late. Very polished and trying hard.
Thank you for sharing such a positive story about the professionalism and kindness of the BA flight crew!
I had an experience like this once on a LHR-JFK flight. My phone fell between the seat and the wall and could not be retrieved. When we landed, the co-pilot asked what happened. He said there was a communications compartment under the seat and he would climb down there to see if he could find it. The asked me to leave the plane and go to immigration, and they would bring me the phone if they could find it. Around 15 minutes later one of the crew members brought my phone to me. I was very impressed and thankfull that they went out of their way to get my phone back. 🙂
It’s a welcome gesture to recognize people who go above and beyond their required duties. On my last trip to Pittsburgh, gate checked luggage was taking a long time (Delta regional jet and the Captain, like your experience, was surprised at the lack of progress— went down to the tarmac and started bringing up bags himself. He wasn’t worried about the turnaround time- he told me there was a 3 hour hold for their next flight (LGA). Great customer service should always be recognized.
That’s really great to hear.
That’s very nice! You should consider writing BA to let them know, if you still have their names. BA (used to) likes to award good customer service by its staff
We experienced a similar thing at Granada Airport in Spain folliwing our BA flight frim London City Aurport. My partner required a wheelchair into the terminal which had been pre-booked. It did not turn up. The Captain took it on himself to walk into the terminal to locate a wheelchair which he brought to the aircraft steps. He helped us on our way before the ground crew arrived with the booked chair. Call it what you like but it just upheld the good customer we have always experienced with BA.
Sorry to break it to you but this happens regularly in the US.
The crew can’t “disembark” (enter the terminal) until all passengers have disembarked. They are therefore required to wait with you until you leave. I even had cabin crew recently try to convince me that my stroller must have accidently been sent to baggage claim.
One time, it took so long, the crew left me behind and when I walk into the terminal, the gate agent was a little shocked. Once the crew had disembarked she was sure there were no more passengers on the aircraft.
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