GGL Call Wait Times
#2
Join Date: Feb 2005
Programs: EL AL Matmid, BA Executive Club GfL, GGL/CCR, Hilton Diamond, Avis President's Club
Posts: 2,074
In my experience it varies enormously. From answering almost immediately to 10 mins (rarely). But I don't think its getting any worse than it has been in the past.
#4
Original Poster
Join Date: Oct 2005
Programs: BA GGL & GfL, AA LTP, Marriott (sigh) Ambassador, Hilton Diamond
Posts: 3,203
yeah its been 5 to 20 minutes this week.
who thought AA would be better?
and it was always almost immediately. sigh.
who thought AA would be better?
and it was always almost immediately. sigh.
Last edited by VSLover; Feb 20, 2019 at 2:33 pm Reason: ...
#7
Join Date: Jun 2007
Location: SBA & LAX
Programs: AA Lifetime Gold, BA Lifetime Blue, Marriott Gold, and many others
Posts: 1,152
AA has been much better with phone service for a LONG TIME. BA's phone service is one of the most annoying things about BA and it's been that way for a LONG TIME too.
#8
Original Poster
Join Date: Oct 2005
Programs: BA GGL & GfL, AA LTP, Marriott (sigh) Ambassador, Hilton Diamond
Posts: 3,203
i completely agree as their service 99% of the time is superb!
yesterday i became violently ill with food poisoning. i was meant to travel to DUB for a work dinner then depart DUB-LHR-JFK in F today for hols. i was moved to a later DUB flight last night to make the turn-around, however the uber got lost to LCY (eyeroll) and as i needed to check a bag, missed that flight.
called GGL line and was told i need to pay 4k to drop the first leg. as i was not in the mood for that the agent advised going to LHR today to "see what can be done" so after some thought, i needed this flight to JFK so called back ready to pay up and explained the situation to the new agent who got me sorted, fee free. bless her as my stomach couldn't handle much more upset yesterday!
side note--last night's calls reminded me of the annoyance with BA closing up shop for GGL at 8pm! given the location in the UK and routes, i occasionally run into this time issue, but a tad frustrating.
#9
Join Date: Dec 2004
Programs: BA GGL, A3*G, Mucci de l'expertise des Apps
Posts: 3,362
They are there until 10pm, which isn't much better and still a giant pain.
#10
Join Date: Oct 2005
Location: South East, UK
Programs: BA Gold / GfL, Hilton Diamond
Posts: 2,431
I'm not GGL these days, but my recent calls to You First (so same team) confirms that I have also noticed much longer wait times. Same for email. Responses used to be speedy, now 2-3 days turnaround is at the quicker end of the scale.
I think this is just another example of BA's general attitude to customer service these days. BA management simply sees it as a cost and inconvenience. If reducing service levels annoys some of their most loyal customers, so be it. They think people will just keep paying them money, no matter how bad the service gets. Which in some cases is true, due to BA's dominance on some routes, but even then there is only so far you can stretch an elastic band before it snaps!
I think this is just another example of BA's general attitude to customer service these days. BA management simply sees it as a cost and inconvenience. If reducing service levels annoys some of their most loyal customers, so be it. They think people will just keep paying them money, no matter how bad the service gets. Which in some cases is true, due to BA's dominance on some routes, but even then there is only so far you can stretch an elastic band before it snaps!
#11
Join Date: Aug 2014
Programs: BA Executive Club and OnBusiness
Posts: 714
Just a small data point - I called last night around 10pm to make a booking and waited less than 30 seconds. Called this morning at 8:40am to make another booking and the wait was around a minute. (London times).
#12
Join Date: Jul 2005
Location: London, ARN, HEL, ..... or MAN
Programs: BA GGL / GFL, Mucci Diamond!, HH Diamond, Radisson Premium, IHG Gold, Hertz Gold
Posts: 5,846
To be fair, I sent a mail about something last week just after lunchtime, had an email response within the hour and had a call from customer relations the next morning, with a clear plan to resolution.
Sometimes the call times are a little longer, but the service can still be superb if you get lucky.
Sometimes the call times are a little longer, but the service can still be superb if you get lucky.
#13
Join Date: Oct 2007
Location: London
Programs: BA - Gold for Life, CCR & GGL; IC Spire Elite Ambassador; Diamond Hilton Honors; Hyatt Discoverist
Posts: 6,720
My calls to the GGL line after 10pm have been routed to India.
Not sure which team there provides support but I have found them to be very proactive and great too!
Not sure which team there provides support but I have found them to be very proactive and great too!
#14
Join Date: Jan 2005
Location: Egham, Surrey, UK
Programs: Mucci Champion des Champions, BAG4L, *A Gold, HH DIA, Hyatt Explorist, Hertz Gold, Avis President
Posts: 3,416
Rarely need to phone but last week wanted to book a Joker flight and extend a GUF2. Phoned answered immediately after introduction.
#15
Join Date: Dec 2004
Programs: BA GGL, A3*G, Mucci de l'expertise des Apps
Posts: 3,362
They told me the other day that I couldn't use avios on CX because they are not a oneworld airline.