Originally Posted by
Anonba
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.
It's not the IT processes, for me, that are the most maddening problem. It's the difficulty of getting to someone who actually is empowered to depart from the marketing-speak script, or when you need something, the difficulty of reaching someone who is empowered to help you. The phone numbers have been suffering from "Unusually high call volumes" for years, it seems. You say if we email the departments in question directly they will ignore us. They don't follow this forum anymore. The twitter people seem somewhat limited in their ability to help, particularly with Executive Club issues. The ba.com form responders either stick to a script or provide nonsensical replies. I suppose that only leaves snail mail or fax, unless you can exploit a personal connection at the airline. Do you feel that is a reasonable level of engagement with BA's customers?