Programs: AY+ Platinum, A3*G, OK Gold/E+, TK Elite, QR Silver, FB Gold
Posts: 1,478
Thread for benchmarking response time of AY+ service centre
I thought it could be interesting to know about response times of AY+ service centre. (yes, I am fond of collecting datapoints and doing analysis
As there are many contact channels to the service centre (calling Finland or local centre, requesting finnish-, swedish- or english-speaking operator, using normal, gold or platinum line) and many different factors on how busy they are, it will never be a complete list / true benchmark. I just think it can be interesting to find out if there are any difference et.c.
So my report of today:
I called HEL, platinum line, swedish speaking and waited 14 minutes.
Report from 26th April:
Sent upgrade request (with points) using the form on the web page, 20 minutes later I got a reply and the updated ticket by email. Very fast service!
Report from 26th April:
Sent upgrade request (with points) using the form on the web page, 20 minutes later I got a reply and the updated ticket by email. Very fast service!
I haven't experienced that fast service but generally upgrades have been cleared within a 24 hours. I am very satisfied with this service. Requesting a special meal via email, answering to the upgrade email, have been answered in two hours usually.
Just (i.e. Saturday 11.35) called AY+, got a person on the phone immediately. Too bad my upgrade for tomorrow's flight has still not cleared, but I am fairly optimistic.
Last week I sent an upgrade request (another flight) by web page form, got a reply in two hours. Sent a further query by answering that email, got an answer within minutes.
During my many years as Plat I always got replies within 1-2hrs via email..sometimes in minutes...also extremely good and proactive service with some very complicated OW award routings etc.
Now as a lowly Gold it can take up to 2-3 days before they reply to my emails...clearly they classify the emails somehow. Or maybe they put a flag on my account as I have made it really clear to them how I feel about AY and AY Plus and reasons behind my switch to BA.
Called to Finnair CS asking for free seats on certain ticket class and what bird is on that flight. Latter was not known, the lady called back in 2 min and informed about that bird register number (me avoiding to get LQF or LQA) on SIN-HEL route.
Programs: AY+ Platinum, A3*G, OK Gold/E+, TK Elite, QR Silver, FB Gold
Posts: 1,478
Called swedish call center today at 15:30 and waited 6 minutes before getting through. My request was then very quickly processed.
(There is no platinum line for the local swedish number, but in my limited experience they answer more quickly here than at the +358 number. Interesting to know if one likes a swedish speaking operator)
Programs: AY+ Platinum, A3*G, OK Gold/E+, TK Elite, QR Silver, FB Gold
Posts: 1,478
Sweden call center, 7 minutes wait
Called swedish centre this morning (friday at 8:10) 7 minutes wait.
(Call took another 7 minutes, operator couldn't access all systems and was unable to 100% confirm an upgrade. Promised a mail-reply, which arrived less than an hour later )
Called today. Waited for some 30 seconds. Made a booking (HEL-PEK-HEL), changed two previous reservations and emptied the kids' AY+ accounts. I didn't have their account numbers at hand, so searching for them took some time. The call took 12 minutes, very efficient I'd say.
