Unacceptable Customer Service
#1
Original Poster
Join Date: Jan 2000
Posts: 782
Unacceptable Customer Service
Over the last two days I have attempted to make an award booking using the EC Bronze telephone number. In each instance I hung up after being on hold 30+ minutes. I finally called the EC Blue line and made the booking after a hold of approximately 15 minutes. Today, I needed to make a change to the booking and, given my recent experience, called the EC Blue line and was again connected in approximately 15 minutes. However, I was told that the change could only be made by talking to the EC Bronze line and was transferred. I again found myself on hold for just under 30 minutes before an agent came on the line. This is completely unacceptable. Is there something going on with BA call centers that they can't answer a customer call in a reasonable time?
#4
Join Date: May 2013
Posts: 6,349
Some one will be along to say you would be better setting your alarm for 4am and calling China on Skype
#6
FlyerTalk Evangelist
Join Date: Mar 2010
Location: JER
Programs: BA Gold/OWE, several MUCCI, and assorted Pensions!
Posts: 32,124
My first venture on Twitter, with the BA Team, led to a result.
You just need to get their attention, and get them to ‘follow you’. From there on, Direct Messaging seems to work well.
I know it’s not the way it SHOULD work, but even as a Goldie it worked better than the telephone!!
You just need to get their attention, and get them to ‘follow you’. From there on, Direct Messaging seems to work well.
I know it’s not the way it SHOULD work, but even as a Goldie it worked better than the telephone!!
#8
Join Date: Jun 2014
Posts: 136
Just hung up after 45/50 mins on hold to the Silver line for the 3rd evening in a row.
Frustrating, as I may well have been near the front each time but theres only so many times I can hear that hold music and my patience eventually runs out.
Never usually have this problem.
Will try again tomorrow
Frustrating, as I may well have been near the front each time but theres only so many times I can hear that hold music and my patience eventually runs out.
Never usually have this problem.
Will try again tomorrow
#9
Join Date: Aug 2014
Posts: 2,653
technically there are more staff available as there is the warrington call centre which handle blue exec new bookings and changes in addition to exec club in manchester and change booking and sales in newcastle.
#10
Join Date: Jun 2015
Location: LHR, LGW
Programs: BAEC
Posts: 3,357
#11
Join Date: Nov 2013
Location: PHX, SEA
Programs: DL Silver, Avis President's Club, Hertz President's Circle, Global Entry (Former AA Plt/Gold)
Posts: 4,417
#12
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
The pickup on the non-status US line is instant after all the silliness about the COC and privacy. So, this appears to be market dependent.
It is a major failing of BA that in this day and age, one is not directed worldwide to the next availability based on status. The specific call center or status ought not to matter as the system ought to recognize status based on the caller's number if it has been stored with BA. The only place that this will not work is in situations where the caller is not English-speaking and thus requires a specific language which may require manual forwarding and only be available at specific times of day.
It is a major failing of BA that in this day and age, one is not directed worldwide to the next availability based on status. The specific call center or status ought not to matter as the system ought to recognize status based on the caller's number if it has been stored with BA. The only place that this will not work is in situations where the caller is not English-speaking and thus requires a specific language which may require manual forwarding and only be available at specific times of day.
#13
Join Date: Apr 2017
Programs: BA Silver
Posts: 1,382
Just hung up after 45/50 mins on hold to the Silver line for the 3rd evening in a row.
Frustrating, as I may well have been near the front each time but theres only so many times I can hear that hold music and my patience eventually runs out.
Never usually have this problem.
Will try again tomorrow
Frustrating, as I may well have been near the front each time but theres only so many times I can hear that hold music and my patience eventually runs out.
Never usually have this problem.
Will try again tomorrow
#14
Join Date: Nov 2007
Location: SW London
Programs: BAEC Silver; Hilton Diamond;a miscellany of other hotel non-statuses
Posts: 3,607
That's been my experience recently including last week. Even when they add the "lots of callers...excess of 15 mins" bit I've been taking to an agent within a few mins.
Luck of the draw rather than systematic I'd suggest. Or maybe because I tend to call 10am - 2pm rather than evening.
Luck of the draw rather than systematic I'd suggest. Or maybe because I tend to call 10am - 2pm rather than evening.
#15
Join Date: May 2013
Location: SMF / SFO
Posts: 226
That's been my experience recently including last week. Even when they add the "lots of callers...excess of 15 mins" bit I've been taking to an agent within a few mins.
Luck of the draw rather than systematic I'd suggest. Or maybe because I tend to call 10am - 2pm rather than evening.
Luck of the draw rather than systematic I'd suggest. Or maybe because I tend to call 10am - 2pm rather than evening.
BTW, I love India, I'm actually going to be in BLR next week. But BA's call centres there are just so poorly trained, I'm glad it seems there's more volume being answered in the UK.