Very sad. Although I firmly believe you shouldn't have to be at GGL level to get decent customer service, this is/was the reality at BA. I'm glad my last "out of UK hours" calls were before this happened, hoping I won't need too many in the future.

By nature a higher proportion of GGL queries will be more complex, BA obviously doesn't care about the value the service creates. No doubt they would trot out some stat about very small percentage of calls during this time to justify it, but the impact of a single very bad service experience can be significant.

Had great service (as almost always) this week a couple of times from the Manchester team, I hesitate to think how those queries would have been handled in DEL. Actually got a Nunwood survey about one call and gave due praise, for what it may be worth.