BA Twitter team: Response time now +36hrs?
#1
Original Poster
Join Date: Feb 2017
Location: London (mostly) & Wernstein am Inn
Programs: BAEC Gold, Marriott LT Platinum
Posts: 2,539
BA Twitter team: Response time now +36hrs?
Hello
I got two days ago a FTV booking cancelled and like to get the cash refund on this occasion (MMB doesn't give me the direct option to request the refund as - so do I believe - I have used a FTV and additional cash to make the booking and hence MMB tells me to call in instead for my rebooking/ cancellation options).
I have sent my details to the Twitter team - normally they are quite good and they responded in my experience within a few hours - but I haven't heard anything back for more than 37 hours now. I can assume BA has cut the team in the usual spirit of cost savings and they are now struggling to keep up? Had to tweet AF last week and they responded within 20min, as a comparison.
I give them another 12 hours and then I'll call in; just wanted to post so you are aware in case you think of the Twitter team for something urgent in the future.
D
I got two days ago a FTV booking cancelled and like to get the cash refund on this occasion (MMB doesn't give me the direct option to request the refund as - so do I believe - I have used a FTV and additional cash to make the booking and hence MMB tells me to call in instead for my rebooking/ cancellation options).
I have sent my details to the Twitter team - normally they are quite good and they responded in my experience within a few hours - but I haven't heard anything back for more than 37 hours now. I can assume BA has cut the team in the usual spirit of cost savings and they are now struggling to keep up? Had to tweet AF last week and they responded within 20min, as a comparison.
I give them another 12 hours and then I'll call in; just wanted to post so you are aware in case you think of the Twitter team for something urgent in the future.
D
#2
Join Date: Dec 2013
Programs: QRPC Platinum, KFEG
Posts: 1,013
I can't comment on the response times but the quality of support on BA twitter has gone down dramatically.
They're trying to automate a lot but it's basically just a maze to point you back to the website or MMB. They used to be the go-to channel for quick resolution but lately they seem misinformed, ask you 10 questions to confirm your identity and then you get nothing or a wrong / boilerplate answer or link to a website.
They're trying to automate a lot but it's basically just a maze to point you back to the website or MMB. They used to be the go-to channel for quick resolution but lately they seem misinformed, ask you 10 questions to confirm your identity and then you get nothing or a wrong / boilerplate answer or link to a website.
#3
Join Date: Apr 2015
Posts: 1,412
I can't comment on the response times but the quality of support on BA twitter has gone down dramatically.
They're trying to automate a lot but it's basically just a maze to point you back to the website or MMB. They used to be the go-to channel for quick resolution but lately they seem misinformed, ask you 10 questions to confirm your identity and then you get nothing or a wrong / boilerplate answer or link to a website.
They're trying to automate a lot but it's basically just a maze to point you back to the website or MMB. They used to be the go-to channel for quick resolution but lately they seem misinformed, ask you 10 questions to confirm your identity and then you get nothing or a wrong / boilerplate answer or link to a website.
#4
Join Date: Aug 2014
Posts: 2,702
Hello
I got two days ago a FTV booking cancelled and like to get the cash refund on this occasion (MMB doesn't give me the direct option to request the refund as - so do I believe - I have used a FTV and additional cash to make the booking and hence MMB tells me to call in instead for my rebooking/ cancellation options).
I have sent my details to the Twitter team - normally they are quite good and they responded in my experience within a few hours - but I haven't heard anything back for more than 37 hours now. I can assume BA has cut the team in the usual spirit of cost savings and they are now struggling to keep up? Had to tweet AF last week and they responded within 20min, as a comparison.
I give them another 12 hours and then I'll call in; just wanted to post so you are aware in case you think of the Twitter team for something urgent in the future.
D
I got two days ago a FTV booking cancelled and like to get the cash refund on this occasion (MMB doesn't give me the direct option to request the refund as - so do I believe - I have used a FTV and additional cash to make the booking and hence MMB tells me to call in instead for my rebooking/ cancellation options).
I have sent my details to the Twitter team - normally they are quite good and they responded in my experience within a few hours - but I haven't heard anything back for more than 37 hours now. I can assume BA has cut the team in the usual spirit of cost savings and they are now struggling to keep up? Had to tweet AF last week and they responded within 20min, as a comparison.
I give them another 12 hours and then I'll call in; just wanted to post so you are aware in case you think of the Twitter team for something urgent in the future.
D
Based on call volumes the last year has been the most continuously intense period of time in the contact centres. When there is such demand with people calling, there is also going to be a big increase in people contacting social media.
Im surprised that peoples reaction is that BA must either not have everyone working or have made cuts.
Personally I think its obvious that travel isnt back to normal and what effect this would have on contacting BA.
#5
Join Date: Jun 2012
Posts: 127
I’ve had similar wait time from the Twitter team too. My queries were about BAH cancellation and basically after waiting days for them to respond they said they couldn’t help and I would have to call.
Not sure about staffing levels but on the Avios side, they are recruiting heavily at the moment for home based agents.
Not sure about staffing levels but on the Avios side, they are recruiting heavily at the moment for home based agents.
#6
Join Date: Apr 2012
Location: London
Programs: BAEC, KOP 305
Posts: 192
I can't comment on the response times but the quality of support on BA twitter has gone down dramatically.
They're trying to automate a lot but it's basically just a maze to point you back to the website or MMB. They used to be the go-to channel for quick resolution but lately they seem misinformed, ask you 10 questions to confirm your identity and then you get nothing or a wrong / boilerplate answer or link to a website.
They're trying to automate a lot but it's basically just a maze to point you back to the website or MMB. They used to be the go-to channel for quick resolution but lately they seem misinformed, ask you 10 questions to confirm your identity and then you get nothing or a wrong / boilerplate answer or link to a website.
Thanks!
#7
Join Date: Oct 2018
Posts: 299
As a data point I have been conversing with BA Twitter both @ and using DMs for the past two weeks in a bid to get an Avios flight changed. They respond on average every 2 days with a different agent telling me something different each time and often leave me on read.
I shouldnt phone as the booking is for more than 8 weeks time however I want the Avios to book for September this year. Although my request is not complicated it seems to be beyond the wit of anyone who reads it.
I shouldnt phone as the booking is for more than 8 weeks time however I want the Avios to book for September this year. Although my request is not complicated it seems to be beyond the wit of anyone who reads it.
#8
Join Date: Aug 2014
Posts: 2,702
#9
Original Poster
Join Date: Feb 2017
Location: London (mostly) & Wernstein am Inn
Programs: BAEC Gold, Marriott LT Platinum
Posts: 2,539
As far as Im aware theres been no cuts.
Based on call volumes the last year has been the most continuously intense period of time in the contact centres. When there is such demand with people calling, there is also going to be a big increase in people contacting social media.
Im surprised that peoples reaction is that BA must either not have everyone working or have made cuts.
Personally I think its obvious that travel isnt back to normal and what effect this would have on contacting BA.
Based on call volumes the last year has been the most continuously intense period of time in the contact centres. When there is such demand with people calling, there is also going to be a big increase in people contacting social media.
Im surprised that peoples reaction is that BA must either not have everyone working or have made cuts.
Personally I think its obvious that travel isnt back to normal and what effect this would have on contacting BA.
#10
Moderator, Iberia Airlines, Airport Lounges, and Ambassador, British Airways Executive Club
Join Date: Feb 2010
Programs: BA Lifetime Gold; Flying Blue Life Platinum; LH Sen.; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 66,119
My severe apologies for my attempt to get help from your employer, to which I've paid a few thousands pounds in February (when nobody was booking any flights in an attempt to support your company), so I can get the cash back for a service paid which will not be delivered.
#11
Join Date: Oct 2005
Programs: BA GGL & GfL, AA LTP, Marriott (sigh) Ambassador, Hilton Diamond, Accor Gold, Avis Preferred
Posts: 3,311
My severe apologies for my attempt to get help from your employer, to which I've paid a few thousands pounds in February (when nobody was booking any flights in an attempt to support your company), so I can get the cash back for a service paid which will not be delivered.
#12
Original Poster
Join Date: Feb 2017
Location: London (mostly) & Wernstein am Inn
Programs: BAEC Gold, Marriott LT Platinum
Posts: 2,539
Re/ the speculative booking - yes correct, but at that point I thought I intentionally book as its the best to support the company, hope for the best that the flight will actually happen, and not cashing out on the FTV.
#13
Join Date: Nov 2017
Location: UK
Programs: Mucci Chevalier de Actes Bnfiques pour les Autres, BAEC Gold.
Posts: 1,549
My severe apologies for my attempt to get help from your employer, to which I've paid a few thousands pounds in February (when nobody was booking any flights in an attempt to support your company), so I can get the cash back for a service paid which will not be delivered.
I used his services earlier in the year and found the service excellent and very quick.
Just click on his name (in green) and then 'Send Private message to BA Refund Helper' from the following thread:
BA contact centres
I sent him my flight details/PNR etc and recevied a reply later the same day. The refund hit my credit card a couple of days later
I believe he can only deal with flight bookings and not holiday bookings though.
Edit: Just seen you have got through by telephone and issue resolved whilst I was typing the above.
#14
Original Poster
Join Date: Feb 2017
Location: London (mostly) & Wernstein am Inn
Programs: BAEC Gold, Marriott LT Platinum
Posts: 2,539
As an update, I called in and got an answer within 15min.
Apologies if I sounded unnecessary frustrated. I leave all my previous posts unedited so you can form you own opinion about me
Apologies if I sounded unnecessary frustrated. I leave all my previous posts unedited so you can form you own opinion about me
#15
Original Poster
Join Date: Feb 2017
Location: London (mostly) & Wernstein am Inn
Programs: BAEC Gold, Marriott LT Platinum
Posts: 2,539
As a data point I have been conversing with BA Twitter both @ and using DM’s for the past two weeks in a bid to get an Avios flight changed. They respond on average every 2 days with a different agent telling me something different each time and often ‘leave me on read’.
I shouldn’t phone as the booking is for more than 8 weeks time however I want the Avios to book for September this year. Although my request is not complicated it seems to be beyond the wit of anyone who reads it.
I shouldn’t phone as the booking is for more than 8 weeks time however I want the Avios to book for September this year. Although my request is not complicated it seems to be beyond the wit of anyone who reads it.