NFH

084 and 087 numbers have been made unlawful for customer service lines with effect from today, 13th June 2014, by Regulation 41 of the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013. The full rules are explained on pages 20 & 21 of BIS's implementation guidance; the effect is that customer service numbers now have to operate on basic rate 01, 02 or 03 prefixes. The legislation originates from Article 21 of Directive 2011/83/EU on Consumer Rights, so similar rules apply all over the European Union and the wider European Economic Area. The directive excluded passenger transport services from the ban, but the UK decided to omit this exclusion when enacting the directive in the UK. Therefore airlines' telephone numbers are covered by the legislation in the UK, but not in all other EU and EEA countries.

The UK legislation was enacted six months ago and the directive was published years ago. Therefore why is British Airways at http://www.britishairways.com/travel...out_Country=GB continuing to publish unlawful 0844 numbers?

Regulation 41(2) gives consumers an automatic legal right to reimbursement of the surcharge from British Airways, which can be enforced through the Small Claims track of the County Court. Therefore perhaps we should all call BA on its unlawful 0844 numbers and then flood BA with claims for reimbursement! That would bring a swift end to these unlawful telephone numbers.

stifle

I was just coming here to post the same thing. Even Ruinair has managed to get an 0330 number in place.

KARFA

From the BIS document (page 24):

So would they have to provide a non-0844 number for post-sales issues but still be able to provide only a 0844 number for new bookings and sales?

chris1979

are the charges different for 1, 2, 3 from the 084?

I have the 'calling from abroad' number in my phone as I get free calls on my plan but get charged 14p for calling the 'normal' BA 084... number.

NFH

Correct, but no business will do this because surcharged numbers deter sales. The more usual practice is 0800 for sales and 084/087 for existing customers. In any case, BA uses the same number for both new and existing bookings.

Cymro

Yes, 01x, 02x and 03x are included in your package minutes as they are truly standard geographic rate (albeit that 03x is non-geographic).

stifle

Correct. They can charge what they like for sales calls, the theory being that consumers are free to shop around. It is post sales calls that must be 01/02/03/080.
Yes, they are. You've answered your own question

I am told that ringing the "calling from abroad" number from a UK phone will get a recorded message saying you have to ring the 0844 number. I have never tried this and have no need to as I ring the silver line which is 0800.

jacobitetraveller

my big issue with 0844 numbers is that the company receive money on every call they receive
why should a company be paid for me calling them

NFH

Yes. Charges for 01, 02 and 03 numbers are at your provider's basic rate and will be covered by any inclusive allowances. 084 and 087 numbers are surcharged, often significantly, and the called party receives revenue from this, either as money or as services such as call routing facilities. That's why they have been banned.

timster83

The 0191 number knows you're calling from the UK using caller ID. If you choose to withhold your number...

NFH

That is exactly why the European Union has banned this unfair commercial practice and why the UK extended the ban to cover airlines.

Flexible preferences

I didn't realise until recently that you can withhold your number from a mobile phone by prefixing the number with #31#

ZZ100

easyjet have also posted an 03 number

jacobitetraveller

from what I understand is you do the same as with a landline just dial 141 then the number and this withholds your number

NFH

Correct, but I tried this today and BA appears to have recently removed this restriction. However, this is not enough to comply with the legislation. The 0191 numbers (or any other 01/02/03 numbers) must now be published at least as prominently as any surcharged numbers.