Customer Relations Response time?
May 20, 2013, 5:45 am
#1
Original Poster
Join Date: Oct 2003
Location: london uk
Programs: BA Gold
Posts: 1,046
Customer Relations Response time?
BA messed up the return portion of my daughter's infant (J) redemption ticket and tried to charge me $5000 at JFK as she'd turned 2 mid-trip and they had failed to send her offline-only return ticket for ticketing (charges as for infant if under 2 on outbound). Somehow they eventually allowed her aboard for a mere $1000. I'd expected to pay about £60 plus 3000 Avios. Had to post proof etc. to customer relations along with a lengthy letter explaining the situation. Typically, how long does it take them to respond (to snailmail?)
May 20, 2013, 7:07 am
#4
FlyerTalk Evangelist
Join Date: Dec 2003
Location: MAN and LON
Programs: Mucci, BAEC LT Gold, HH Dia, MR LT Plat, IHG Diamond Amb, Amex Plat
Posts: 13,772
It depends on how busy CR are (e.g. Has there been any large scale IRROPS recently?), your status and how you submit your query (e.g. Online form filled in whilst logged in or not).
Generally I would say for a Gold between 3 and 7 days.
Generally I would say for a Gold between 3 and 7 days.
May 20, 2013, 9:25 am
#5
Join Date: Jul 2007
Location: Hampshire (LHR)
Programs: BA GOLD, Tufty Club, Virgin Silver, HH Diamond, Marriott Silver, ICH Platinum Ambassador. MAS Gold
Posts: 446
There could be substantial delays getting a response from CR at the moment.
This is due to the number of complaints regarding "Shorts in F" and "Privacy Violations" This tends to unnecessarily occupy lots of the CR teams time
This is due to the number of complaints regarding "Shorts in F" and "Privacy Violations" This tends to unnecessarily occupy lots of the CR teams time
May 20, 2013, 10:16 am
#6
Join Date: May 2007
Location: London
Programs: BAEC Gold HH Diamond
Posts: 210
Suggest you don't hold your breath. There ought to be a triage system for complaints -though the previous poster suggests not, and I have to agree from my own experience. Cock-up rather than conspiracy rules. Forget being British, just get very, very insistent and refuse to take silence as an answer.