praise of good phone service (booking of return of 2 for 1)
Oct 28, 2020, 5:02 am
#1
Original Poster
Join Date: Nov 2014
Programs: BA Silver, Virgin Gold
Posts: 197
praise of good phone service (booking of return of 2 for 1)
Just a message to complement the service i got last night.
Called the US number at 23.40 UK time got through at 23:50 explained to the chap on the phone what i was wanting to do (add a return from JNB). He put me on hold then at 00:01 said he had got the seats, Call ended at 00:05 with avios taken and flights visible in manage my booking.
The extra tax hasn't been charged yet to my card - assume this happens when they reissue the ticket?
Very good service.
Called the US number at 23.40 UK time got through at 23:50 explained to the chap on the phone what i was wanting to do (add a return from JNB). He put me on hold then at 00:01 said he had got the seats, Call ended at 00:05 with avios taken and flights visible in manage my booking.
The extra tax hasn't been charged yet to my card - assume this happens when they reissue the ticket?
Very good service.
Oct 28, 2020, 5:10 am
#2
Join Date: Aug 2005
Location: BKK
Programs: Mucci Chevalier de la Brosse a Cheveux Dore, SK *GfL, BA Gold, WY G, HH DIA, IC Plat Amb., Hertz PC
Posts: 3,702
Did you get the name of the guy helping you? - If so, I am sure he would be very happy if you submitted a few kind words through ba.com/welldone 
Oct 28, 2020, 5:42 am
#4
Join Date: Aug 2005
Location: BKK
Programs: Mucci Chevalier de la Brosse a Cheveux Dore, SK *GfL, BA Gold, WY G, HH DIA, IC Plat Amb., Hertz PC
Posts: 3,702
Oct 28, 2020, 9:24 am
#5
Join Date: Mar 2014
Programs: BAEC Silver
Posts: 635
Regarding payment, when we did the same back in July the additional tax+fee payment wasn't taken until mid-September roughly 8 weeks after the phone call. I presume a backlog in the adjustments office. Hopefully someone will have a more recent data point than that!
Oct 28, 2020, 4:02 pm
#6
Join Date: Apr 2015
Location: US/UK - and elsewhere
Programs: BA Gold
Posts: 2,557
Indeed. Last few times, although waited about a minute or so to get through to the Gold Line (rather than immediate), the people on the 'other end' were very good and efficient. Only slightly annoying issue is that they couldn't contact the back-room direclty unless the flights were <3 days away.
Oct 28, 2020, 4:23 pm
#7
Join Date: Jun 2008
Location: GLA
Programs: BA Silver
Posts: 2,962
To be fair, I don’t think I’ve ever come across an (almost always NCL-based) phone agent who was anything less than helpful and friendly. Genuinely up there with Amex on that front. I obviously don’t blame them for the sometimes long waits or the limitations of the IT etc.
Oct 29, 2020, 3:18 am
#8
Join Date: Oct 2015
Location: Up North.
Programs: BAEC Silver
Posts: 311
Like Scots_AI, I've never spoken to anyone who has been unhelpful. Sure there is a bit of a wait sometimes but once you're through they're spot on. This is all the more impressive given the immense amount of pressure the call centres must have been under this year.
I just hope that they aren't rewarded with a wave of redundancies once covid, and their workload, settles down.
I just hope that they aren't rewarded with a wave of redundancies once covid, and their workload, settles down.
Oct 30, 2020, 8:52 am
#9
Join Date: Aug 2014
Location: London
Programs: KLM, BA Silver, Etihad
Posts: 918
I had some great service when calling up to use my FTV, we added a hotel to the trip and the chap was very good.
i went to complete the form in the link above and I notice he has an email address of @avios.com
Do BA employees have this suffix? Seems odd.
i went to complete the form in the link above and I notice he has an email address of @avios.com
Do BA employees have this suffix? Seems odd.