Hi

I have no more than three positive call centre experiences in less than a week!

I was able to score a cheap WTP out and CW back OSL-MEX, with available avios redemption on the LHR-MEX and F redemption on the return. It was possible to do this online, but it would cost me some extra avios on the OSL-LHR upgrade, which is better on row 10 than in CE on this short flight.

So I made the booking and called in to upgrade the long haul sectors. After a wait time of only 15 minutes, I got to a happy and nice woman. She spoke with an English accent, although I called the US number. She happily would upgrade my sectors, no fees involved but unlucky there was no more redemption available in First. I suspect the space was in limbo, after me trying to upgrade the whole booking online but regretting so I could save some avios. The confirmation was instant on my one upgrade to CW!

After a couple of hours the F seat was back, and I happily called the AUS number (thanks BA tool from flyer talk) to do another UUA. Now the booking was no longer in self service mode (and this confirm my theory about the seat being in limbo due to me trying to do it online) Again I got an agent who spoke with English accent, which instantly could confirm my upgrade. I chose seats online while I was on the phone.

A nice customer experience, although I would prefer to do it online!

And today I called again for my booking which now is:
OSL-LHR K
LHR-MEX T, UUA to J
MEX-LHR I, UUA to F
LHR-OSL I
Because I wanted to change the date of OSL-LHR-MEX to another day with availability in the same classes (K & T), same fare available AND redemption into J available. Again I called the US number, and again I got an agent who was knowledgeable and nice and got it almost sorted instantly. However, the system couldn't cope with the difficulties of connecting flights, avios upgrade, tax recalculation etc., so seats are hold within the booking while "back office" is repricing, recalculating or turning the abacus. Hopefully "back office" will reprice before the hold expires (72h), but I won´t hold my breath!

But all in all, all three agents were helpful, courteous and nice. Good on BA for having some nice people there. And maybe the English accents are a giveaway for better service?

If only the computer system and business processes would be easier, so pricing, payment and re ticketing could be instant!

Egon