d'Yquem

Ahem...

So if a GGL starts at 97, am I right in thinking that it'll be pretty impossible for them to rise to 98 unless they would have reached 98 by their own accord?

Or will the first £500 of net revenue (or whatever the test is) put them on 98?

Cheers
/MHL

quaintass

I hope the recent email exchange with GGL is of help

"Dear Sir/Madam

I received the attached email from Ms Keyes at the beginning of December. However, I am a little confused by it and I hoped that you might clarify one issue. The implication is that to sustain my GGL membership I should attain 3000 tier points in my membership year (which I did by year end in July 2007). The email also suggests that I "will receive another Gold Guest List Redemption in December", I have not officially been notified of this, I am to assume that this is automatically available?
I should be grateful if you would clarify this issue for me."

Response
"Dear Dr XXXXX

You will continue to remain on the Gold Guest List as long as you earn 3000 Tier Points each membership year. You now have a further Gold Guest List redemption which has been available since 01 January 2008. If you have any questions, please don't hesitate to contact me.

Regards

XXXXX
British Airways Priority Assistance

csdf

I like they way they signed off their email to you with lots of kisses.

d'Yquem

From what I've read, I'm unlikely to get GGL at the end of this membership year (next week) because it's the first year I've done >3,000 TPs (in fact, I went straight from blue->silver->gold from March 2006).

However, is there any possibility that BA will give me GGL status immediately upon hitting 3,000 TPs during in my next membership year? Looking at the diary, it'll probably be some time in April 2008. Or will I have to wait until early February 2009?

If the answer is no, I might keep my business with BA up to 4,500 TPs (to renew my mum's silver card ) and then switch back to Eurostar (most of my trips are CDG and BRU, and not flying should help my sinuses!) or try Air France again (which I used pre March 2006 but who pissed me off for various reasons).

If any BA lurkers in the audience would like to chat about it, feel free to contact me!

clubman

execflyer

I have been on hold to them tonight for 28mins so far. Perhaps they could replace the music to stop us getting head aches. It really is the worst thing to listen to for all this time.

Smirnoff

You should pass on your comments. I can PM you the email addresses of who to write to. Certain managers do not believe this problem exists. I have had consistent waits >10 minutes, stressed staff when I do get through, and mistakes made by some of the less competent members. There are strange things going on up there at the moment.

A word of advice - until this is sorted, call the normal Gold line, or use your TA, unless you NEED one of the GGL perks. You may be suprised how quickly you can get though, and how much more time they might have for you at the moment.

Deep Vein Eddie

I called at 7.46 pm tonight, aware that the lines closed at 8 pm, but thinking that this would not be a problem.....after 14 minutes on hold I was promptly disconnected and when I called back got the recorded message telling me the office was closed! Fortunately my query was not urgent (GGL redemption query) but this was actually my first time using the phone service....wasn't overly impressed!

latitude

That is not good.

14 mins hold time is very bad especially for a contact centre where one would expect a higher level of service than the standard or even pleb gold () exec club lines. I get my wotsits roasted within my depts if we fail to meet or get close to service levels...Accountability...that's the name of the game!

However, as they nicely disconnected your call I'm sure it won't sure in their monthly stats

710 77345

Are the hold messages the same as on the regular phone service (which still promise the only flat bed in business class!)?

execflyer

You either get one of the following

Call answered without it even ringing and normally in less than 1 second.

A message to start with saying “thank you for calling all the agents are busy please hold” they then inflict the awful music on you for a few minuets.

If it is a long hold time you just sit there listening to the music wondering if it is worth it.

It has been a few months since I have experienced the first option.

The Saint

I understand that the GGL team have been deployed to assist with issues arising from the BA38 incident. I assume that may have either depleted their team or means that the team is busy having to handle this together with their usual workload.

For my part, I entirely understand this situation and accept that it will mean that it is, for the short term, more difficult to get through on the phone. For any not particularly urgent inquiries, I find that e-mailing is best. It also takes the pressure off in terms of volume of calls.

As Smirnoff says, if you have a inquiry which needs to be dealt with on the telephone but does not need the GGL services, you may think it is, for the meantime, better to ring the main gold no.

Smirnoff

You didn't mention the other option:

"We are experiencing an unusually high call volume. Please call back later. CLUNK".

If the call doesn't get answered immediately, it means you're going to be sitting in queue for anything up to an hour. Hang up and dial the normal Gold line instead.

Anything non-urgent, use email, bearing in mind the response time is up to 24 hours. And sometimes emails go "missing" so do request a read receipt, to ensure it was received.

Anything else they used to do - responding to problems and other issues - you can basically forget about at the moment.

Cyba

It's pretty common these days for call centres to have a system that estimates the waiting time for callers so that they can make a decision on whether to wait or not.

Wouldn't it be better to put such a system in place rather than this "from here to eternity" guessing game we are asked to play?

Cyba

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