Originally Posted by BA6948

I will do that next time but what was mind boggling this time is that the agents were trying to do the best but their Supervisor was giving them the wrong information as in:

• Norra is charter airline
• We don't book AY flights in the range 1xxx to 2xxxx
• We had legal issues with AY booking Norra in the past
• It is a new BA policy not to book Norra

and the other thing that shocked me is when one agent insisted I add my companion as a family member in my BA exec account to book his ticket. He said award tickets can only be booked for family & freinds members. Is this new? Or the agents were smoking.
Also, I was put onhold for more than 10 minutes each time thye had to reach this Supervisor. All were working from home so getting the feedback from the supervisor was super long. And I am not advocating people should work 100% from the office but if people work from home, you have to have mechanisms to make things smoother.

And finally, why in the hell, Norra and QantasLink do not appear on BA.com (had the same issue in 2020 with QantasLink)? This issue has been going on for years and it is really a struggle to have to call the call center to try to book flights that should be online in the first place.