AU Recognition in the Air

Hi Guys,

Just wanted to point out that I noticed a shift change in recognition in the air, around March on my Economy Delight flights to LAX and back, both crews could not have been nicer. Asking if we needed anything, offering to get our meal choice guaranteed first etc etc. I then flew a couple of weeks later and noticed again the FSM with a mini handheld tablet navigating the seat rows and then trying to pronounce my surname (lol). It made me feel there had possibly been some form of memo to instruct this to be more of a thing.
Spin forward to a couple of weeks later and I am seated in 7A and the FSM with tablet comes to introduce herself which was nice, until the next AU pax was... yip u guessed it.... seated in 8A. Cue same speech 30secs later. I felt a bit of a few minutes break and then coming back might have been better. Anyway, this is all good until my trip to DXB two weeks ago when I was Upper outbound and Economy Delight on the return. Back to earth with a bump, Zero recognition in both and it would appear that sitting around the 50/51 row mark on the Dreamliner is not great. Myself and the pax next to me struggled to get a meal, let alone a choice. It’s definitely worth noting this is the last row of service despite half way up the aircraft. The crew had the cart parked in our row for about 10mins while they tried to raid trays from other carts etc and in the end apologised and handed us literally all they had left. I was thinking, why do they not just offer food from Upper in that case? Rather than two p****d off customers??!
Either way, it shows how it’s back to pot luck and not any change of policy as Kelly on my flight back from DXB today in Upper couldn’t have been nicer!

Happy Flying Everyone. I’m currently sitting in the clubhouse away to fly back! (Tier point run). As an aside.... first time I’ve had to ask for a potential miles upgrade within the Clubhouse and I felt the two ladies at the desk to be a bit stand off ish tbh. Also trying to tell me Delight could not be upgraded. Hmmmm. Noses looked a bit out of joint when I mentioned it could.

We will see how this pans out. Wish me luck!

S

good luck with your upgrade but I have never had it happen in the lounge although they claim they can do it. In my experience if it has not been done by the time you leave check-in then it will not happen. Would love you to prove me wrong.
As for recognition - it was great for a while until a few weeks ago when it seemed to become so subtle as to be invisible. in UC my food and drinks order were taken first so I have to assume that was because of status (hate to use that pretentious word but not sure how else to describe it). But there was no welcome or name recognition. It seems back to the old days of hit and miss. I was asked last year to let VS know when it doesn't happen so they can address it as they are at pains to try and get it consistent.

Yesterday in UC on VS251 everybody regardless of status was welcomed by name from handheld paper printouts -- First time I'd seen this and it appeared very deliberate

I just did SFO-LHR return in Economy Classic.

Outbound: Recognition of AU, moved to an empty row pre-take off, champs delivered from UC, intro by the FSM, and first meal choice offered.
Inbound: Recognition of AU, champs delivered from UC, intro by the CSS, and first meal choice offered.

Both had the little Tablet to help identify passengers.

We travelled home last week on the VS16 and sat upstairs in the exit row 75 J&K in economy - obviously PE just in front of us. The FSM introduced himself when boarding and welcomed me back as lifetime Au. We were given champagne before take off, after dinner drinks from PE and also our hot drinks in china cups (tastes so much better than paper ones) at breakfast.

We could have used our Amex upgrades at check in (pretty empty flight) but decided to save them for another trip. Glad we did as the service and the wonderful crew looking after us were first class, we both said we were better looked after than the outbound in UC.

Jilly

[mitchja]

It's the same old story unfortunately, it's all down to the FSM on the day. Get a rubbish one and you get nothing; not even a smile. Get a good one and you do usually get the recognition.

I've had both ends of the spectrum over the last 6 months, from a FSM on a MIA flight who just could not do enough for me from offering to escort me to my seat when I boarded, the FSM and the CSS both checking on me every hour or so asking if I needed anything........right down to the utterly miserable FSM on a flight coming back from JFK where I didn't even get a smile out of them whilst they where working serving me food whilst sat in Premium Economy.

Last flight to LHR out of JFK one of the cabin crew came by with a paper saying hello to those in Gold. A few hours before landing I saw the FSM and asked if I could get a priority pass for immigration. She came by with her tablet and said I wasn't in their system could I show her my card. Luckily I had it but I find it odd someone with a piece of paper knew I was Gold but the tablet did not recognize me. How did the cabin crew with the paper know!

A simple hello or a friendly welcome back means a great deal to me and goes a long way. I'm just about to head out to MCO so hoping we have a fantastic FSM on board.

I fly a fair bit from MAN so you can see the same FSMs more often than you would from LHR for example.

This year I've had mostly great experiences both from MAN and LHR in terms of recognition. Even receiving my preferred drink as we climbed out (just as soon as the crew were released) on one occasion and asking me what dessert I would like so they could put one aside for me on another.

My last couple of flights from LHR earlier this month were with two of the best FSMs I think I have ever flown with. Both top of their game, made everyone feel welcome and made sure I and everyone else had the flight to remember for all the right reasons.

So agree with James very much FSM dependant. I do think though the tablet devices I have seen most FSMs use on my flights this year is helping which is a good thing.

Jon

VS3 today to JFK and a very cheery welcome back and can I do anything for you etc; VS250 a few weeks ago, very professional welcome back - seems times are a changing on most flights. And overdue too!