[nevereconomy]

Having often enough voiced my negative experiences of BA I must give credit where due. I have always had excellent experience with the BA call center here – I believe it is in Newcastle ? Very friendly and always have done everything possible to help. I recently had an issue where no online award booking was possible and the person I spoke with did lengthy availability checks and even called me back to avoid my having to wait on line. Far ahead of their US operations.

[FDOS_UK]

That’s good, but I believe that call centres are currently under review.

It’s quite expensive to spend a lot of time on one customer’s needs, so it might not be sustainable to maintain that service level in the future, no doubt Mr Cruz will be keeping a careful eye on the cost of exceeding customer expectations.

[MartynSinclair]

I have never had a problem with the BA call centre. Staff have always been helpful, polite and willing to call me back.

The problem for me has been being able to get to the point of speaking to one of the helpful people, working the call centre…

Hanging on listening to music etc, for “long .. sometimes very long… periods” is the problem with the BA call centre…

[openfly]

Looks like the rumours are true. Snr Cruz is set to close down the UK call centres in Manchester and Newcastle to cut costs. Such a shame as they are generally the most consistently pleasant and helpful staff in BA…particularly with regard to Golds.
The Indian call- centre is apparently taking the jobs to save money.
One has to ask if the CEO, and members of the board, could be replaced by cheaper options based in India! It might also save a fortune……

[nevereconomy]

With BA it seems every day another shoe falls. I have not had the greatest success dealing with the call center in India which I sometimes seem to get….

[esselle]

So far they have not enhanced the call centre experience by making you pay for the call, or have they?

[TimFitzgeraldTC]

Esselle

As an agent they charge you the privilege of 55p per minute to call them for them to come back and say – Computer says no. A joke really. Apparently that only covers a 3rd of the cost. considering the billions the trade produce for BA you might call that a cost of business.

I wouldn’t be surprised if they started charging on a 10p/20p per minute basis and just cut you off if no one available to talk to. Then a £25 service fee for making a booking, £35 for a seat, £120 for extra baggage, £5 for a sandwich, £7 for a G&T and then you might have a bit of change left for the return flight.

[esselle]

TimFitzgeraldTC

Great summary……and that is why I haven’t bought a revenue ticket from BA for many moons. Happy to burn Avios because I’ve got several trillion, but money…..never.

[MartynSinclair]

Tim, when I was involved in a business where firms made us call premium cost numbers to call them, we did exactly the same and set up a premium rate number for them to call us.. it worked better for us than it did for them…

[Author]

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