GGL phone line really is hopeless these days
Mar 25, 2022, 9:35 am
#1
Original Poster
Join Date: Jul 2011
Location: York, UK
Programs: BAEC GGL, Hilton Diamond, Marriott GOLD, Accor Club Gold
Posts: 709
GGL phone line really is hopeless these days
I appreciate that there have been some trying days for BA in recent months when there have been major system failures, etc. On a day like that I expect even the GGL phone line to be slow in answering. But it now seems just to be a regular fact of life. Unless I've missed something, today is just a regular day. And I've been holding for nearly 30 minutes. So not impressive...
Mar 25, 2022, 9:40 am
#2
Join Date: Jul 2011
Location: LHR / LAS
Programs: BA GfL, GGL/CCR
Posts: 2,409
Certainly not like a few years ago.
I just call UK time between midnight and 4am. Answers within max a minute.
Usual wait I believe it's 10 20 mins uk peak times.
Used to be pretty immediate as you probably know, so now I just avoid peak uk times
I just call UK time between midnight and 4am. Answers within max a minute.
Usual wait I believe it's 10 20 mins uk peak times.
Used to be pretty immediate as you probably know, so now I just avoid peak uk times
Mar 25, 2022, 9:57 am
#3
Join Date: Aug 2014
Location: London
Programs: BA GGLfL, WoH Lifetime Globalist, HH Diamond, SPG Gold
Posts: 711
I appreciate that there have been some trying days for BA in recent months when there have been major system failures, etc. On a day like that I expect even the GGL phone line to be slow in answering. But it now seems just to be a regular fact of life. Unless I've missed something, today is just a regular day. And I've been holding for nearly 30 minutes. So not impressive...
Doc Copper
Mar 25, 2022, 11:22 am
#4
Join Date: Jul 2013
Programs: BA GGL/CCR, Hilton Diamond *, IHG, Couples Romance Rewards
Posts: 2,345
I know it's of scant comfort but at least you are getting an answer eventually, whenever I call to try and sort out BA's mixups on an imminent booking they say they won't answer my call and hang up !!
Mar 25, 2022, 11:48 am
#6
Join Date: Jul 2006
Location: London
Posts: 778
Regrettably I have to agree that wait times have become significant. On approximately 10/15 calls over the past month, all within UK hours, my best wait time has been 10 minutes and worst 20. As others rightly pointed out, it used to be immediate.
I wonder if it’s driven by a downsized team, or more demand (which would seem odd, as I would imagine that we are not back to pre pandemic levels of travel).
I wonder if it’s driven by a downsized team, or more demand (which would seem odd, as I would imagine that we are not back to pre pandemic levels of travel).
Mar 25, 2022, 12:00 pm
#7
Join Date: May 2008
Location: Berkshire
Programs: BA Lifetime Gold, GGL/CCR, Hilton Diamond, Accor Plat, Pucci Fan Club
Posts: 1,778
I was waiting for 40 minutes earlier today. What is more frustrating is that the GGL lady I spoke to on Monday promised me she would call me on Tuesday morning to take payment after the space release had been completed… I got no call back hence me calling them today.
Mar 25, 2022, 12:52 pm
#8
Join Date: Jun 2009
Programs: BA GGL/GfL; Hilton Diamond; Marriott Ambassador; IHG Diamond;
Posts: 262
I was on hold for about 20 mins this morning. Agent did say that they are currently training a group of new agents for the GGL line who should be coming online in the next few weeks, and that we will hopefully see improvements in response times soon.
I’ll second the comment above that in addition to longer wait times, the follow-up reliabilities have dropped dramatically in recent months - multiple instances where agents have failed to call back after promising to, or action tasks which then necessitates members having to call back to chase.
I’ll second the comment above that in addition to longer wait times, the follow-up reliabilities have dropped dramatically in recent months - multiple instances where agents have failed to call back after promising to, or action tasks which then necessitates members having to call back to chase.
Mar 25, 2022, 2:42 pm
#9
Join Date: Feb 2012
Location: London
Programs: Sir Ratechaser Seigneur de la Patience d'un Saint (Mucci), BA Silver, Starbucks Gold
Posts: 2,536
I needed to make a minor change on my TUI flight today, and once I'd navigated the menu options, I was talking to AN ACTUAL HUMAN BEING within 30 seconds, and the issue was sorted within 2 minutes. I don't even have status with TUI 
Now whether that's in any way a useful data point in this thread is arguable. But regardless, it's something that makes me feel like I want to
fly with them just a little bit more. If only they had a proper business class... (not that everyone thinks BA does either)
Now whether that's in any way a useful data point in this thread is arguable. But regardless, it's something that makes me feel like I want to
fly with them just a little bit more. If only they had a proper business class... (not that everyone thinks BA does either)
Mar 25, 2022, 3:20 pm
#10
Join Date: Mar 2017
Location: AMS
Programs: BAEC Silver, Flying Blue Gold, TK M&S Nobody
Posts: 2,453
Huh, I'm only calling the Silver line [skype to the UK 0800 number] but four calls over the last two days have had the longest wait be ~25mins - tonight after work on a Friday. The rest max five mins - and the agents all seemed entirely familiar with multi-carrier rewards, which is not a given IME. I was expecting much worse, given the reports on here.
Mar 25, 2022, 3:26 pm
#11
Join Date: Dec 2012
Programs: GGLfL
Posts: 1,126
Regrettably I have to agree that wait times have become significant. On approximately 10/15 calls over the past month, all within UK hours, my best wait time has been 10 minutes and worst 20. As others rightly pointed out, it used to be immediate.
I wonder if it’s driven by a downsized team, or more demand (which would seem odd, as I would imagine that we are not back to pre pandemic levels of travel).
I wonder if it’s driven by a downsized team, or more demand (which would seem odd, as I would imagine that we are not back to pre pandemic levels of travel).
They used to answer emails in a day, sadly 3-4 days is the norm. Or zero response at all if you're unlucky.
Mar 25, 2022, 3:28 pm
#12
Join Date: Dec 2012
Programs: GGLfL
Posts: 1,126
Likewise, I confirmed a booking a week ago and was told it would be sent for ticketing. Nothing. Had to call back myself after a week and told that the credit card number hadn't stored correctly. Not that anyone was going to contact me of course.
Mar 25, 2022, 4:49 pm
#13
Join Date: Jan 2015
Location: Cheshire
Programs: BA, Accor, Hilton, ITA
Posts: 376
If they don’t answer within 2-3 minutes, I generally hang up and then send a priority email explaining I tried to call, and it’s usually answered within 24 hours. Obviously for non time sensitive issues it just gets things done without consuming wait times. I agree, as reported, these wait times are not acceptable really.
Mar 25, 2022, 11:55 pm
#14
Ambassador, British Airways Executive Club, easyJet and Ryanair
Join Date: Sep 2011
Location: UK/Las Vegas
Programs: BA Gold (GGL/CCR)
Posts: 15,908
Are you using the correct email address? Without exception all my email has been answered within 24 hours and not a single one has gone unanswered.
Mar 26, 2022, 12:11 am
#15
Join Date: May 2014
Location: BRU
Programs: BA GGL, TK E (*G), ITA exec
Posts: 4,070
As I wrote in another thread, early in the year I got a reply within 12h - and I thought we were back close to what it was pre-pandemic, 2 to 6 hours waiting time - but for all 2021 the waiting has been around 48 hours.
