As a little bit of counterpoint, I’ve had to call the Gold Guest List line half a dozen times so far this year, and I’ve been impressed with the service. Three of the calls have been about an upcoming trip to New York as my Heathrow to Newark flights have been cancelled twice and the alternatives had no space in First, and the EDI-LHR flight changed so that the transfer didn’t meet minimum times. I had the same agent for two of these calls and each time I had to hold for 7-8 minutes and the whole call took between 20 and 30 minutes.

Last week I was booking a redemption flight using two 241s and a joker and it turned out that my Mother in Law did not have her “Sunday” name on her Exec Club account so the ticket would never have matched the name in her passport. Thankfully, I had spotted this when I added her to Friends and Family, but the agent was able to provide me with all of the links to document upload site. 48 hours later I had all of the flights paid for and ticketed.

i appreciate that this maybe indicates that resources are being prioritised for GGL, and with their current volumes I don’t find the 7-8 minute hold time to be too much of an inconvenience.