When the ticketing staff were removed, a centralised function in a T5 back office was created (ARC) for all front-line agents to call if a customer needed reticketing. ARC agents are very good, incredibly helpful and have a lot of options available to them… on paper it wasn’t quite as bad an idea as it sounded as it did bring efficiencies. But what’s happened (it seems) is either that frontline agents for whatever reason don’t call through, or the back-office team has since suffered reductions themselves and can’t handle the volume. I don’t know which it is, but in any case it’s very sad that customers are suffering as a result.