Originally Posted by
zkzkz
I find it remarkable how much effort BA goes through to ensure their customers cannot reach them conveniently.
Fwiw I don't find the contract centre staff hell to deal with. The main problem is that they just don't answer the phone promptly. When the deign to take my call they're mostly pleasant enough.
It's still pretty hellish to have to explain things over the phone, wait for them to do the million key strokes everything seems to take with BA systems, then explain the next thing to try, etc. And then most of the time they tell you they can't do it and need to send things to anther department. But it's not the staff that's the problem, just the nature of dealing with things over the phone and the decrepit state of BA IT.
Is it not just airline IT/processes in general?? I've been at BA a few years and yes i've seen problems with the website and know that for example bookings have to sometimes be sent to the fares department for quotes or other departments etc. But my experience has been that when i've spoke to other airlines about bookings (mainly AA) that they equally have problems with IT in their systems and website and their processes are in many ways similar ie they have a fares team and other departments they sent bookings too.