EMPLOYEE OF THE MONTH
I panicked when I found out on the morning of my British Airways MadridLondon Heathrow flight that it had been cancelled, and I was booked on a flight the following day. I was extremely concerned as I had a connecting flight to Hong Kong that night and a full schedule thereafter.
I called the BA customer service centre to see if there were any flights before 1800 that day, but the answer was “no” and there was nothing that they could do for me. Out of desperation I called again, and Jim Rogers (UK servicing, Manchester) answered the phone and tried to search for alternative flights for me. He gave me various options – I could book something and claim the expense back later, or try standby at the airport and wait to get on an available flight.
Jim was calm and confident in his suggestions, which provided a lot of relief and instilled my trust in him. Following his advice, I went to the airport and managed to get on the earliest plane that I could.
When I arrived at London Heathrow, I received an urgent email from Jim that he had managed to book me on a 1550 flight and had called me multiple times to let me know. Although I had already made it back to London, I was deeply touched by his efforts. I am sure Jim has already been acknowledged by others, but you can never recognise and thank staff like him too much. British Airways should be proud to have him as an employee.
Jinseon Im, Hong Kong