Originally Posted by
flarmip
Yes, it's definitely 8am-8pm. Having recently had cause to call several times just before 8pm, the Manchester team's shifts continue until 8:15pm (presumably to allow for overrunning calls like mine!).
I think that's a very fair way of putting it. The Indian GGL team are perfectly friendly but very mechanical and they seem to need to look up nearly everything. It is a lot slower getting things done through them, even though I'm still glad that it provides a 24 hour option. That being siad, I'd far rather deal with the 24 hour BA Holidays duty team (in Newcastle I believe?); they are great at sorting out IRROPs. Once even managed to get them to book me into the LHR Sofitel without question!
I could be wrong but I think the UK team used to be 8am-10pm and it was changed a few years back to 8am-8pm. There are additional staff who start at 10am so my understanding is you have a 'full pack' of GGL agents between 10am and 6pm, and a few others covering the 8am-10am and 6pm-8pm hours.
India used to have some fantastic agents. None remain, and I would need to be in VERY dire straits to call them for anything these days. Every serious ticketing issue I've had in the past few years has been because one of the team in India did something wrong or failed to do something.