Originally Posted by
T8191
Never, ever, had that problem. Honest. And all our flights are 'phone booked.
During the Ash/Strike in Spring '10, we were dealing with both UK and US call-centers as Blues, and never had any serious delays … just great service.
Were we lucky? I honestly don't know, but I have never hesitated to pick up the phone and call … and end up happy.
From what I gather there is a difference between the UK and US call centres. I wouldn't judge the US lines based on your experience during the ash cloud - they bought in an outside agency to handle the volume of calls.
OT - my experience in SFO during the ash cloud was very different. Either no one to talk to or, if they did answer, an outside agent who knew nothing and merely told me to ring again another time. Eventually I solved it by camping at the airport for 2 days and making a major pain of myself. I ended upon the first flight out of the US and one of the first into LHR. All the way over we didn't know if we would be allowed into LHR, and were even stacked for landing at Shannon for an hour or so.