Originally Posted by
AntonS
Quite the opposite, I give them measurable way to estimate the problem. If I did not call, they would lose revenue, but they would not know why! I spent half hour with agent and got fee waved, so that have data to work with.
Let me run some numbers, they will be obviously wrong, but it can give us idea how big is the problem.
Let’s assume agent makes 25£ per hour, BA cost per agent is probably at least 3X of that with training, facilities and taking into anccount that angent is not 100% efficient etc. So my half hour call cost BA about 25/2*3 = about 40£
Let’s say there are 200 calls per day like my call with website problems. 200*40£*365 = 3,000,000£ per year.
This may not sound like a huge amount, but it can support a small IT team with really good hand picked engineers who can figure out how to make sh!t work.
Mind you, we did not take into account people who 1) did not call and 2) almost every call to call center to be honest is some lack of IT / website functionality
…. so it’s a lot more ££££
you appear to be lumping in anyone with a website problem with the specifics of this mixed cabin itinerary issue.
BA are investing in the former, but I can’t see any real financial gain in sorting out the later which is no-where near 200 calls a week let alone a day at my guess.
Simple put, investing in IT is not a binary question. It is the level of investment, where that investment is made and where the return will be. Complex routings/multi cabin bookings is unlikely to be worth it in my opinion. Most businesses wouldn’t book different cabins on different legs, so it is very much an rare individual who does this, occasionally an individual with autonomy in a company (such as a sole trader or small business).
Not saying it doesn’t cost the airline money, but still they will be making more than your £40 back from the flight mark-up. The alternative would be the LCC route of simple fare options- P2P with straight addition for connecting flights with no or a pure percentage discount for multiple sectors.