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Old Jan 30, 2018, 2:50 pm
  #15  
cpdc1030
 
Join Date: May 2013
Location: SMF / SFO
Posts: 226
Originally Posted by EsherFlyer
That's been my experience recently including last week. Even when they add the "lots of callers...excess of 15 mins" bit I've been taking to an agent within a few mins.

Luck of the draw rather than systematic I'd suggest. Or maybe because I tend to call 10am - 2pm rather than evening.
I've had hold times of about 20-30 minutes when calling the Blue line recently, however that isn't any worse than it has been previously. What was a pleasant surprise was to have the call answered by an agent in a UK call centre, who understood what I was trying to do (add a return leg to a reward booking, Chase voucher). Previously these types of calls took 30-40 minutes for the India call centre to figure out, with the UK call centre was able to deal with it in less than five mins.

BTW, I love India, I'm actually going to be in BLR next week. But BA's call centres there are just so poorly trained, I'm glad it seems there's more volume being answered in the UK.
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