Originally Posted by
hcuk94
For some reason, large companies have never taken email seriously for CS - most say they'll get back within 48 hours and I've never understood why email isn't manned like Twitter is, with responses asap. It works well as both parties can respond when convenient, without either being inconvenienced, unlike phone calls with their huge queues - but sadly companies don't see it as a means of engaging with customers.
Because Twitter is public and Email is private. If they ignore your email for 2 days then no-one knows - if they ignore a frequent Twitter user then they'll be a string of tweets read by possibly hundreds of people putting BA in a bad light.
I used to think BA's customer services were terrible, but I've spent a cumulative total of 8 hours on the phone to United trying to book a reward flight and may as well have been smashing my head against a brick wall this entire time! Their ignorance and lack of knowledge (almost without exception, they were unaware that the US has travel sanctions on Cuba!) and critical reasoning was mind-blowing.