Originally Posted by
FlightDetective
I've had things go wrong exactly three times in the last 20 years, so it's not something that is necessary to me. Twice that was baggage (Gold line can't help) and once it was a BA Holidays booking flight disruption and no help there on the Gold line as it was a BA Holidays booking.
My impression is there is a cohort of people who use the Gold line as a personal travel management service and rather than changing their own bookings online, elect to call and have someone else do it for them. Since I am also happy to serve myself and don't need a BA PA, I also don't need it. However, it is nice not to have to wait as long on hold the few times I have had to call them, but since that is few and far between, I can deal with the extra wait (and sometimes, the local number here is actually through with no wait to the standard number so...)
I‘m happy if that works well for you or anyone else. Personally I like to do things online but sadly there seem to many things that don’t work. Even something as simple as applying a Gold Upgrade voucher to a cash booking didn’t work the other day and required 1 hour and 10 minutes on the phone to execute. In times of flight cancellation, the BA app has been sadly hopeless on numerous occasions. It does seem that you have a dim view of these people who use the Gold line as a personal travel service - if I am missing something, I would welcome your coaching to avoid this - sadly it hasn’t been my experience as a GGL for the last 11 years.