T8191

Delighted by the news, and happy for the staffers at MAN and NCL. I regularly do our bookings over the phone, and have always had cheerful and helpful service. Indeed, my only Golden Tickets have gone to NCL staffers!

David_Doyle

Brilliant result and I can only add my voice to the others showering praise on the GGL team. Consistently excellent and a credit to the airline.

Can I help you

It’s not over yet as they have to vote yes to BAs proposals for new working processes and you can be sure that they are not going to be a change for the better!

Ancient Observer

Dougzz.
Spot on. Agree 100%

woglet86

Another vote for the Newcastle call centre after a very good experience this morning. It's such a relief when you get through to somebody a) incredibly competent and b) willing to go the extra mile. Not sure if I'm allowed to name staff here (?) so I won't, but will submit a well done / thank you or whatever online.

Sealink

I blame Alex Cruz.

quakered

A bit late to the party but feel the need to add my approval to this move by BA. People dealing with the customer should be employees. Particularly glad that Capita lost out. I dealt with them professionally 12 years ago and they were dreadful them but at least profitable. Now they have new management desperate to save the company by reducing costs and raising capital , I cannot see the service to clients improving. While I have some concerns for the employees, I suspect Capita will either shrink rapidly or go the same way as Carillion.

skipness1E

+1 from a very helpful UK call centre yesterday trying to book the same flight my friend had just booked which was invisible on ba.com

Such a pleasant change to speak to an engaging human being rather than one reading off a script.

flatlander

TUPE works both ways. Employment conditions of employees of Capita (or any other outsourcing company) doing work for another company are protected if the work is in-sourced much as they would be protected if it was out-sourced. They do have to be dedicated to the job being done (not, for example, providing services to several companies such as a cleaner who cleans the offices of several companies during a workday) and some other conditions, but as long as there's a transfer of undertakings from Capita to another company (including the one for whom the services are provided, so in-sourcing) TUPE should apply.

Obviously if Capita just goes bankrupt or makes the people redundant, TUPE doesn't apply, but many companies might well in-source rather than see service provision end suddenly if Capita looked close to collapse.

Slightly off the BA topic, though it might well be applicable to BA in-sourcing any of the things they already out-sourced in the UK.