A BIG Shout Out to BA Call Center Staff during Snow
Mar 2, 2018, 3:00 am
#16
Join Date: Mar 2014
Location: BQH
Programs: BAEC GGL, Taylor Street Baristas
Posts: 130
I've made two calls in the past two days to the GGL team in respect of BA001 LCY>JFK on Sunday - will it, won't it? - and I simply love these people. Minimal time to get through, not even a hint from the ladies I spoke to of the horrible journeys they must have had just to get into work for the pleasure of listening to our problems. It's actually quite humbling. Cruz can take my GUFs, my lounge access, my jokers if he really must but I swear if he touches the GGL helpline I'm gone the following day.
Mar 2, 2018, 4:59 am
#17
Join Date: Sep 2010
Location: London, UK
Programs: BA Gold, CX Gold (OW Sapphire), Hilton Gold, SPG Gold, Accor Platinum
Posts: 1,476
Two cancellations this week and the Gold line (apart from one 40 min wait, which I had to then drop the call from, so called back) has been excellent. Tip of the hat to them.
Mar 3, 2018, 7:05 am
#19
Join Date: Jan 2007
Posts: 4,709
I've had the same - 4 flights cancelled over the last few days for me, hoping my flight tomorrow is fine (ex-EDI). Usually when I called the GCH line the call would drop at varying times, usually <2 minutes; would often take 4 attempts to get a call to stick. Seemed to get through to Manchester every time and once through, everything was dealt with efficiently. I did have to remind one of the agents of their rules around rebooking though!
Mar 3, 2018, 1:09 pm
#20
Join Date: Apr 2005
Programs: BA GOLD
Posts: 604
Some of them are avid FT lurkers, so yes, a particular thank you to those in Newcastle, the entire area is only slightly better than the Central Belt of Scotland, many of them would have had difficult trips to get to the office, and big concerns about the trip home too. Thank you for all that you do to help out travellers in these difficult circumstances.
Mar 3, 2018, 2:38 pm
#22
Join Date: Feb 2010
Location: London
Programs: BA GGL (for now) and Lifetime Gold, Marriott fan thanks to Bonvoy Moments
Posts: 5,115
Fully echo the warm sentiments / gratitude per above. Called twice today
- first call, couldn’t move me to earlier (delayed) flight, but answered quickly and reassuring message (take flight to Heathrow as might make connection or could make later flight)
- second call, saw issue once they opened the booking, really efficient and friendly / helpful. Rebooked within 5 minutes. Saved so much time and hassle that I would have endured at flight connections - there was a queue for the DUB arrivals with missed connections that was 15-20 people long by the time I got to it
- first call, couldn’t move me to earlier (delayed) flight, but answered quickly and reassuring message (take flight to Heathrow as might make connection or could make later flight)
- second call, saw issue once they opened the booking, really efficient and friendly / helpful. Rebooked within 5 minutes. Saved so much time and hassle that I would have endured at flight connections - there was a queue for the DUB arrivals with missed connections that was 15-20 people long by the time I got to it
Mar 3, 2018, 5:56 pm
#25
Join Date: Apr 2015
Location: SYD
Programs: BAEC GGL, HH D, QFF, EB
Posts: 404
To be fair that is a BA issue not a staff issue as I have always found that staff have taken the time required to resolve my query rather than just trying to churn through numbers chasing kpi's even when the call has taken them past the normal closing.
Mar 3, 2018, 6:21 pm
#26
Join Date: Aug 2014
Posts: 2,659
Disruption is always pretty difficult when its at this level and over a few days.
Its lots of calls constantly over a day/days and lots of very similiar short calls to rebook/refund.
Thank you for all your generous comments.
Mar 4, 2018, 6:39 am
#27
Join Date: Jan 2015
Posts: 113
For those that have had positive feedback about the agents, I would highly recommend that you fill out at least the Well Done form and submit for the staff to get recognition. It won't take you long to do that and they will appreciate it.
Mar 5, 2018, 8:50 am
#28
Join Date: Jan 2007
Posts: 4,709
A very busy week, particulary bad unfortunately for those in GLA/DUB although i realise cancellations are never fun these were affected probably the worst!!
Disruption is always pretty difficult when its at this level and over a few days.
Its lots of calls constantly over a day/days and lots of very similiar short calls to rebook/refund.
Thank you for all your generous comments.
Mar 6, 2018, 4:48 am
#29
Suspended
Original Poster
Join Date: Jul 2013
Location: UK
Programs: BAEC GGL, HH DIAMOND, AVIS Presidents Club, Karahi Express
Posts: 1,229
Quick link for those that have not got round to filling out the form .. https://www.britishairways.com/trave...er_compliments