ThatT1Feeling

I've been very lucky recently then. Answered every time straight after the usual recorded speech. Maybe it's me that has been holding everyone else up

tsmnc

ermen

actually i was just about to start a thread on this yesterday

i have found waits to have gone worse now, from 10 secs to 10/20mins. this is 630am UK Time...

dakaix

I wonder if staff holidays in the call centre has anything to do with this, reducing the overall number of agents available to handle the workload. Given the time of year it's feasible, although I admit wishful thinking might be that BA would have enough spare capacity to cope!

Wozza2404

I've definitely noticed an increase in wait time. To the point where I've hung up and emailed on more than a few occasions recently.

onobond

Yes, that's an alternative, of course. But how long did you have to wait for the email response?

Frequentflyer99

Now being only (relatively) lowly Gold, I have recently been appalled at the queue times, and find it shocking to learn that GGL no longer answers pretty much immediately 99% of the time. If they don't, what hope for the rest of us ?

Last week - whilst travelling and having only intermittent access to a signal - I had to try the Gold line 3 times before getting through, having given up after 10 mins on the 1st 2 calls and persevered for 15 mins on the 3rd.

To add insult to injury my conversation began with an inquiry as to whether I was aware of the Estore and its advantages, and whether it was something I had used. I suggested that the CS agent should speak to her manager to alert them to the fact that this sort of pointless blather was likely contributing to the wholly unacceptable queuing times. One is really left to wonder how detached BA's management / bean-counters can become from its customer's needs.

Wozza2404

I'm fortunate to not have had anything particularly urgent, just stuff of a nature than ba.com or a TA wouldn't have been able to deal with. Email responses I find generally take 12 hours but provided I'm clear with what I want, the response is generally exactly what I need without the requirement to go back and forth.

mikeyfly

I've had to call AA twice today - just whatever number Google gave me and both times answered within couple of rings. Quite impressed

nufnuf77

Called GGL to do UuA, answered in 5 secs. I mentioned the longer waits and apparently they have taken this feedback from a few GGL in the past few days and passed it onto management.

LTN Phobia

I haven't talked to them on the phone recently but the GGL email response has been very quick and reliable. I can think of a number of travel-related businesses that could learn from that...

msm2000uk

Called last week at midday and it took 8mins for them to answer.

Called today at midday, and it took them 3 seconds to answer (straight after the recorded message).

What this proves, is, erm, not much!

M

ermen

i find email generally efficient too if its something that does not need you intervene (e.g. GUF + Joker upgrade on booking)

OverTheHorizon

I had a longish wait yesterday (6 mins) then the lovely agent who picked up the phone remembered me and asked a (non-BA) question based on our previous conversation.

Either BA has invested in some super-duper CRM software or they have great agents

I favour the latter and it's this sort of personal touch which makes the wait worthwhile...

Wozza2404

Waited ten minutes yesterday and got quite a sullen robotic agent.

Waited 8 minutes today and got an awesome agent.