Originally Posted by
lcylocal
I hope we might see some ticketing skills restored to front line agents. It’s still strikes me that my first IRROPs (in the early 2000s) was resolved very quickly there and then on to a rival airline with nothing more than some fast tapping of the keyboard by the agent at the airport. Something which just seems to be much more difficult with current systems and processes.
That was unrelated. Ticketing skills involves training, and so ticketing staff were on a higher paid grade. With FLY tickets can be revalidated without requiring training. BA just wanted to save money at LHR by removing that pay grade from the customer facing cohort, and push it to central teams. If they wanted to have ticketing as a customer facing team they could easily do so.