Originally Posted by
yvrgary
Phoned British Airways today to do seat selection, as their website wasn't recognising my AA status.
As a total nobody, with no BA status or even a BA FF number, I was on the phone with an agent inside five minutes. When she realized she couldn't answer my question, she had me escalated to an exec level agent in five minutes more.
This turned out to be a really weird IT glitch, so the BA agent asked for my phone number so she could call me back once she'd resolved my issue.
Twelve minutes later, she phoned back with not only my issue resolved, but an explanation of where BA's system had gone wrong, as well as concrete steps she'd taken towards getting it fixed moving forwards.
All of this took less than thirty minutes, and began with a recorded message saying "we apologise if our response is slower than usual, as we are experiencing a high volume of calls at the moment".
Meanwhile, I call aeroplan and the phone just rings and rings...
Tell me again about the part where good customer phone service is difficult for large, multinational airlines?
I realize we're on the AC board - but I wanted to say I spoke with BA twice 2 nights ago and they were extremely proactive at answering my questions (such as - - why are the taxes on my reward ticket 100 lower than my wife who is trying to book the exact same itinerary) - - and then to make a flight switch immediately after ticketing .
Both calls- answered so fast I was not ready for them with my info.
I just avoid ever calling Aeroplan - it is a complete and utter disaster. And don't get me started on how ridiculous it is to try to redeem for flights. . . (OK- I will get started - - I am trying to get 1 return seat YYZ-NYC (any airport) next June on June 16 with a return of June 20 - - There are almost no seats available at all on any flight. I am trying to redeem on LX (or others) to go ZRH-OSL in December and really all of the various routings are available in any class on all flights on all days . . . . )