Hengilas

Seriously...While some may complain about the staff in flight or long wait times on the phone, someone having an off day or BA running out of sandwiches in the club kitchen, any question I've had or problem that I needed to iron out (within reason, obviously) has been resolved almost immediately by the BA twitter. I find that if you are polite and know what you want, you are pretty much good to go.

Compare this to most companies out there, who have call centers in foreign countries and hold times of hours. Not sure what it's like in the UK but in America calling or dealing with customer service with big airlines and most big companies in general (Comcast, Verizon, TWC, anyone?) is the definition of hell.

I, for one, love this feature and will definitely try to travel more often with BA in the future as a result.

McG

KLM offer a re-booking service via Twitter when flights are hit by disruption.

BA could offer something similar.

T8191

It's a shame that I'm required to sign up for the pointlessness of Twitter to get CS from BA, but I guess you make a fair point.

I just don't want my real name, or details, out there.

Internaut

I've found BA, KLM and AF to be very good when getting support via Twitter.

paul4040

[QUOTE=T8191;24303356]It's a shame that I'm required to sign up for the pointlessness of Twitter to get CS from BA, but I guess you make a fair point.

I just don't want my real name, or details, out there.[/QUOTE

You don't need to have any real names or personal details on Twitter.

Though I agree it would be great if other methods of communication were as responsive.

simons1

Why are we lucky to get customer service delivered with modern technology?

Or do you mean lucky not to have to wait an hour on the phone?

paulwuk

I guess twitter is cheaper to deal with as it forces users to get right to the point, so a single person might deal with 10 phone calls, or 15 emails an hour, they can deal with 25 twits as they don't have to wander through the irrelevance.

luitje

That was so utterly English. I can almost hear my grandmother saying: "But dear, why shall someone get so emotional about a sunny day? It is summer, isn't it?"

simons1

Maybe. I just find these days that customer service is so poor that we all get thrilled when we receive acceptable service....

Hengilas

Sorry, when was customer service ever AMAZING? For most large companies, it has changed very little over the last two hundred years.

T8191

Indeed, Blackadder had it right ages ago ... "Sod off, Baldrick"

highpeaklad

Your good customer service is my someone got something they weren't entitled to making the rest of us feel hard done to.

Genius1

BA's Twitter team are nowhere near as good as many other companies.

Incorrect information is often given, with many stock answers and lots of (sensible) tweets going unanswered completely.

I would say we are lucky in having BA representatives here on FT, but not Twitter.

ttama

I'd have said so a few weeks back, but I haven't had very good responses on Twitter lately when I've had a more complicated issue that need resolving. I've not even got the sense that they really understand how worrying it is for me. When it's a "computer says no" issue I'd at least like some recognition that their service is unreasonable - and an apology for a broken system might help a little too. Maybe there's a limit on what can be said (or recorded in writing, rather) on Twitter, and I really should phone them for a more off-the-record discussion, but do I really want a 1 hour plus wait?

Hengilas

What, pray tell, were you entitled to that I nicked away from you?