Yes it has been mentioned on here a few times. Basically they no longer run a full night shift in either Manchester or Newcastle, and calls thereafter get directed to New Delhi. I did put up a thread about it some time ago, the bigger casualties being USA customer (any description) who have to put up with trekking through glue for their afternoon calls. There is another thread that says that IAG generally are reviewing call centres, with doubtless out-sourcing or off-shoring on the agenda. I hope they proceed very carefully since I know how easy it is to lose business this route. A colleague tried - and failed - to get understood by New Delhi, and simply shifted a large group booking to another airline (Lufthansa), costing BA in excess of £100k in one lost transaction alone. I know it happened since I had to sign it off.

By all means send in your complaint via the GGL email, I'm sure your experiences will be read with considerable unofficial interest, even if the official reply will be bland.