BA to retain UK call centres in house

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Old Mar 28, 18, 5:57 am
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28/03 1230-1430 GGL Line Closed

The GGL line is currently closed for a couple of hours, so all calls are routing through to the India based call centre - who are genuinely equally helpful and patient.

Just an FYI for anyone who calls up.

M

Last edited by msm2000uk; Mar 28, 18 at 6:03 am
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Old Mar 28, 18, 6:44 am
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Probably whilst they announced the result of the UK call centre review....
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Old Mar 28, 18, 6:55 am
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Hmmm well at the last event I was at, they confirmed that the GGL line would remain based where they are. I hope that this stays the case.
Explains why I haven't received an answer to my email which I sent a couple of hours ago as they're normally very quick.
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Old Mar 28, 18, 6:57 am
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Good luck to all of the staff affected.
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Old Mar 28, 18, 7:05 am
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I think/hope they are just being updated on the changes.
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Old Mar 28, 18, 7:28 am
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Newcastle contact centre not going to Capita.
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Old Mar 28, 18, 8:11 am
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Good luck to all staff. I hope Newcastle is left alone.
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Old Mar 28, 18, 9:00 am
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Hope Manchester stays put as well.
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Old Mar 28, 18, 9:14 am
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LONDON, March 28 (Reuters) - British Airways will keep its call centres in Newcastle and Manchester in-house and add millions of pounds of extra investment, the airline said on Wednesday, dashing Capita’s hopes of winning contracts to run the operations.

“I am pleased that following a very detailed review, we are planning to retain both of our long-standing UK call centres in Newcastle and Manchester,” British Airways Chief Executive Alex Cruz said.

Capita had been in a period of “exclusive engagement” with British Airways to support BA’s global customer contact operations, which it said handles around 9.5 million calls a year.
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Old Mar 28, 18, 9:22 am
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Excellent news, and I bet a great relief to the call centre staff.
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Old Mar 28, 18, 9:22 am
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A very sensible decision.
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Old Mar 28, 18, 9:36 am
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I'm not a GGL'r but I know quite a few in person, not bragging it's just a fact, and they all say the same thing, the GGL line is an excellent asset to have.

I think this is a very sensible decision and in the vain hope that BA are reading this!, as I do know they monitor FT, all I will say is you can't buy experience and keep these long standing UK BA centres going!
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Old Mar 28, 18, 9:43 am
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Excellent and frankly quite surprising outcome. Pleased for the staff who must have been concerned about their positions.
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Old Mar 28, 18, 9:46 am
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Originally Posted by V10 View Post
A very sensible decision.
Cannot agree more.

Finally, common sense prevails.
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Old Mar 28, 18, 10:14 am
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I'm only a lowly Silver card holder but on the 2 recent occasions I have had to phone the help line I got through to the Newcastle call centre and both times had a great experience and found the ladies I spoke to very helpful.
Great news that the call centres are to stay open.
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