Alison McQueen


Now That’s What I Call Service

Trying to sort out flights this morning on the internet and my brain eventually blew as gasket. I have come to the conclusion that I am just incapable of holding figures in my head. Anything involving numbers – dates, prices, time zones – it just doesn’t go in. The same goes for filling things in online. As soon as I get onto the next page, I can’t remember any of the numbers from the previous page. There is also the issue of airmiles, of which I have many, simply because I have never been able to work out how to use them. A couple of hours and several coffees later, I threw in the towel and picked up the phone. 

Thank heavens for people like Lorraine at British Airways who swept away all confusion during a very pleasant phone call. She took my one simple request – that I need to be in Mexico for a month – and turned it into an eticket in about 10 minutes flat. She even knew what to do with the reward points, and with a bit of jiggery-pokery, wiped out over half the cost of the ticket. It was a miraculous moment.

Lorraine is proof indeed that there is no substitute for real people with a fabulous, helpful manner. I’m never buying a ticket online again.