Not getting an answer from customer service
#16
Join Date: Jul 2010
Location: Here today, gone tomorrow
Programs: Nothing shiny :-(
Posts: 2,491
BAs guidelines for data protection are that if you aren’t named on a booking it cant be discussed and no action can be taken on it.
Otherwise anyone could access another persons booking.
The solution is to have your friend add you as a nominee on their Executive Club account.
Otherwise anyone could access another persons booking.
The solution is to have your friend add you as a nominee on their Executive Club account.
#17
Join Date: Jul 2010
Location: Here today, gone tomorrow
Programs: Nothing shiny :-(
Posts: 2,491
Just waited 36 mins. Started at 54 in the queue, then it went up to 58 before going down again. Agent very helpful but at the end of the chat it gave two option buttons - feedback and save transcript (or something like that). I assumed I could leave feedback and then save the transcript as that was the order they were in on the screen, so I chose feedback and then there was no way of getting back to having a transcript. Something to watch out for if you need a transcript.
#18
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: 63,475
Thanks for all the reports. There is now a dedicated thread to report Chat experiences
Online chat with BA.com - experiences and statistics
Online chat with BA.com - experiences and statistics
#19
Join Date: Apr 2006
Location: Dublin, Ireland
Programs: BA Gold, Mucci
Posts: 2,057
BAs guidelines for data protection are that if you aren’t named on a booking it cant be discussed and no action can be taken on it.
Otherwise anyone could access another persons booking.
The solution is to have your friend add you as a nominee on their Executive Club account.
Otherwise anyone could access another persons booking.
The solution is to have your friend add you as a nominee on their Executive Club account.
The telephone agent didn't want to hear it, she sounded like I'd ruined her day upon answering the call, then while she was typing away I asked her, "How's your day going?" (as I will usually ask, as the agents are usually happy to chat) - she ignored that, then said no, you need to be a third party on the booking and as you're not, you'll have to ask the person to do call in to do that. That was the call.
The chat agent, on the other hand, clearly knew what she was doing and it was all sorted without any hassle.
I understand people have a bad day and having worked in a call centre myself, I get it. However the first agent was one of the most abrupt and rude agents I have ever dealt with at BA - and I was on the call for about two minutes. I was so shocked by the attitude I didn't press on any aspect, I just ended the call and decided to go for the chat to give it a go over calling back.
#20
Join Date: May 2003
Location: London
Posts: 254
Been trying to speak to an Exec Club rep to amend an Avios booking, which can't be done online. Lowly Blue member and have been on hold for most of the day, each call taking an hour or so before I booted out of their phone system. Also sent direct messages via Twitter and Facebook. No reply other than autobot asking me to confirm booking ref, etc, which I have done. Never, ever been this frustrated trying to speak to customer services. Simply shocked at how bad it is.
#22
Join Date: Mar 2012
Location: London
Programs: BAEC Gold for Life
Posts: 469
I got a similarly rapid response.....but it was utterly useless - did not answer the questions and issues I raised.....just standard boiler plate paragraphs. I think they are probably incentivised to send any response out as soon as possible so that their Speed of Response and Backlog KPIs look good.
#23
Join Date: Aug 2016
Location: London, UK
Posts: 136
It's been a downward trend with BA's customer service, trying to get through to someone that can actually help you is nearly impossible. Very frustrating experience and would definitely make me re-think my choices next time I travel. Forget about getting through to the social media team or over the email, I sent an email last Monday and yet to receive a reply. And if you are anything but gold member, you will not get through to any helpful agent over the phone. Very disappointing experience with BA.
#24
Join Date: Apr 2015
Location: Seattle, WA (US)
Programs: Oneworld (Emerald)
Posts: 127
Last edited by wylek; Sep 20, 2021 at 7:11 pm Reason: spelling