Unbelievable Hold Times -- How can BA Justify It?
Apr 4, 2016, 1:33 pm
#76
Join Date: Apr 2005
Location: UK
Programs: IC Hotels Spire, BA Gold
Posts: 8,666
I had reasons to call BA about 4 times in the last week to change a reservation and they were very good. Don't think I waited more that 10 minutes to speak to someone each time and they were all very helpful and resolved the problem ^
Apr 4, 2016, 4:57 pm
#77
Join Date: Dec 2007
Posts: 3,607
There has been a marked improvement as of late. However I can't imagine calling 10 minutes hold time "very good". If it weren't for their history of being so much worse I would expect to see people complaining about waiting 10 minutes and calling it a pretty poor performance. Obviously there will be times when there are major disruptions and waiting on hold for 10-15 minutes would be expected but under normal conditions there's no real reason to have to wait for so long for service.
Apr 5, 2016, 1:37 pm
#78
Join Date: Jun 2014
Posts: 512
There has been a marked improvement as of late. However I can't imagine calling 10 minutes hold time "very good". If it weren't for their history of being so much worse I would expect to see people complaining about waiting 10 minutes and calling it a pretty poor performance. Obviously there will be times when there are major disruptions and waiting on hold for 10-15 minutes would be expected but under normal conditions there's no real reason to have to wait for so long for service.
Apr 7, 2016, 12:55 pm
#81
Join Date: Jul 2015
Posts: 415
Just as an aside, I have spoken to Virgin Media 4 times today and each time the laughable message said, Our agents are very busy, you will be held for approximately 1 Minute!!
HSBC however made me wait 25 minutes!
10 Minutes for BA is excellent. But Virgin shows big companies can and should have quick answering call centres.
HSBC however made me wait 25 minutes!
10 Minutes for BA is excellent. But Virgin shows big companies can and should have quick answering call centres.
Feb 5, 2017, 7:07 am
#83
Join Date: Nov 2014
Location: Brisbane
Programs: BAEC Blue/Bronze, Krisflyer, Qantas
Posts: 417
Feb 5, 2017, 7:17 am
#84
Join Date: Mar 2013
Location: US of A
Programs: Delta Diamond, United 1K, BA Blue, Marriott Titanium, Hilton Gold, Amex Platinum
Posts: 1,775
Is it rocket science for companies to make use of call-back facilities? If you're the next person in the queue, an agent picks up your call. If you chose to be called back, the system dials your number and connects you. So people can go about their activities without being stressed about waiting times and using minutes on their phone tariff. Unless that's just far too sensible for BA et al...
Feb 5, 2017, 7:29 am
#86
Join Date: Nov 2014
Location: Brisbane
Programs: BAEC Blue/Bronze, Krisflyer, Qantas
Posts: 417
Is it rocket science for companies to make use of call-back facilities? If you're the next person in the queue, an agent picks up your call. If you chose to be called back, the system dials your number and connects you. So people can go about their activities without being stressed about waiting times and using minutes on their phone tariff. Unless that's just far too sensible for BA et al...
On the plus side, atleast BA doesn't say "i'm sorry we're experiencing higher call volumes than normal". That one really winds me up it and all i hear is "i'm sorry, we don't care about your enquiry, we have prioritised profits over service"
