Originally Posted by
FlyingPhoenix
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?
Im aware that there are long call wait times to get through to BA and its clearly something that needs action.
With regards to the email i realise people are looking for alternative ways to contact BA because of the call wait.
My point was that the documents emails have been setup and are used for specific reasons they aren't for general enquiries or any other type of emails other than if you were asked by an agent to send documents.
Really its important people know that they wont get a response from those emails before they waste time emailing to those documents emails.
Also if people do try this its also causing delays to genuine emails!
Im surprised to hear you mention that you cant get "someone who will depart from marketing speak script" as we dont have any script for calls!
I guess sometimes there are only so many ways to answer a question!