Originally Posted by
Confus
As one of the call centre guys on here has said, it wasn’t only done to make life difficult for customers. There are a lot of customers who would press the button without reading that they’re not getting a full cancellation (if their flight isn’t actually cancelled), which creates more calls later when they complain. At least the way it’s done today agents can warn them first and offer a voucher as an alternative where it’s actually the most appropriate offer.
As much as I love to bash BA, I do have some sympathy with this view - particularly now call wait times have decreased massively from the peak.
For non-cancelled flights, sure. I can see that argument. For cancelled flights? You have 3 options:
- Rebook (sometimes available online; I've had one when it wasn't)
- Voucher (Worth full amount in £ - available online through form)
- Refund (Worth full amount in £ - must phone)
If you want the third option, you have to phone up and block the phone lines at not only an inconvenience to yourself, but more importantly an inconvenience to those with urgent issues trying to get through.
I have full sympathy for the call centre staff, apart from one who said that rebooking isn't an option until things are more settled (which was resolved when I phoned back to cancel the refund). They do a tremendous job, and they are mostly professional throughout. Whilst I have probably spent close to 5 hours on the phone to BA over the past months (and numerous more trying) is a minor inconvenience, I hate to think that I'm in the queue ahead of someone who is more in need. Could I wait? Probably. But when do you stop waiting?
I'm not looking to just bash BA, they're my preferred airline. I just can't get my head around them purposefully making you phone for a cancelled flight when previously this was available online. That conscious decision made by someone and in all my years of flying BA, probably the thing that has left me most disgusted... I've had my fair share of issues with BA.