Originally Posted by
Anonba
I would say within the time frame you give it was too close, based on time to release the seat, plus time to call ticketing and a have a manual reissue completed. Certainly not much margin for error.
All i think could have been different was to offer to try but explain ok we might not have enough time to do this.
that’s what they did, and at that level it was fine, the GGL agent was great. The problem is in having to go to the back office and having no rapid prioritisation route.
They were never in danger of losing me as a customer over this, just to cover this suggestion too. But the focus on internal process over customer experience is BA in microcosm, and it’s an aggregate of such experiences that causes frustration and antipathy.