Unacceptable Customer Service
Jan 30, 2018, 3:17 pm
#17
Join Date: Jan 2016
Location: LON
Programs: BAEC
Posts: 3,918
Jan 30, 2018, 7:15 pm
#20
Join Date: Apr 2008
Location: Bridport, Dorset
Programs: Mucci, BA Bronze, Hilton Gold
Posts: 2,130
A 30 minute wait is totally unacceptable, and I am not sure how airlines (Virgin is just as bad) have allowed this to become an acceptable service standard.
A different industry - where I worked - we were always aiming to answer calls within three rings. Mind you, people there were paying anything from Ł400 to Ł14k for the product... oh wait...
A different industry - where I worked - we were always aiming to answer calls within three rings. Mind you, people there were paying anything from Ł400 to Ł14k for the product... oh wait...
Jan 30, 2018, 7:15 pm
#21
Join Date: Apr 2008
Location: Bridport, Dorset
Programs: Mucci, BA Bronze, Hilton Gold
Posts: 2,130
Jan 30, 2018, 7:40 pm
#22
Join Date: Feb 2010
Location: ORD
Programs: US Air, UA BA LH AI DELTA MARRIOTT CHOICE SGP
Posts: 9,883
A 30 minute wait is totally unacceptable, and I am not sure how airlines (Virgin is just as bad) have allowed this to become an acceptable service standard.
A different industry - where I worked - we were always aiming to answer calls within three rings. Mind you, people there were paying anything from Ł400 to Ł14k for the product... oh wait...
A different industry - where I worked - we were always aiming to answer calls within three rings. Mind you, people there were paying anything from Ł400 to Ł14k for the product... oh wait...
Then one passed the buck " You have reached the "commercial" side we cannot do that ....Why an't they learn from other us businesses like American Airlines or Comcast ' you can hold X minutes or we will call you back in Y minutes, your place in the queue is reserved". AND THEY KEEP THIER PROMISE.:-:
Jan 31, 2018, 12:29 am
#23
Join Date: May 2013
Posts: 6,349
Call you back = costs money = no can do.
To be fair BA are as lousy as the other operators at the bottom of the tree. I found with Sky that if you press 1 for service you wait. If you press 2 for 'I want to close my account' you are answered almost instantly.
Jan 31, 2018, 2:34 am
#24
Join Date: Oct 2012
Location: London
Programs: BA Gold
Posts: 1,348
It's not a lot better on the gold line, I gave up after two attempts where I'd been on hold for 15 minutes, got through on the third try after 10 minutes, which is obviously a lot better than the 45 mins mentioned above, but you'd think BA could do better than that with their supposedly premium customers.
Jan 31, 2018, 3:26 am
#25
FlyerTalk Evangelist
Join Date: Mar 2010
Location: JER
Programs: BA Gold/OWE, several MUCCI, and assorted Pensions!
Posts: 32,146
Jan 31, 2018, 3:47 am
#26
Join Date: Jun 2015
Location: LHR, LGW
Programs: BAEC
Posts: 3,440
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Jan 31, 2018, 10:01 am
#29
Join Date: May 2013
Posts: 6,349
Ah, Capita ... Capita shares plunge after warning on profits - BBC News
Jan 31, 2018, 11:36 am
#30
Join Date: Oct 2011
Location: City of Kingston Upon Hull
Programs: BAEC Gold
Posts: 4,940
No no, you misunderstand.
Call you back = costs money = no can do.
To be fair BA are as lousy as the other operators at the bottom of the tree. I found with Sky that if you press 1 for service you wait. If you press 2 for 'I want to close my account' you are answered almost instantly.
Call you back = costs money = no can do.
To be fair BA are as lousy as the other operators at the bottom of the tree. I found with Sky that if you press 1 for service you wait. If you press 2 for 'I want to close my account' you are answered almost instantly.