Somebody just ended up at Our Man in Newcastle after Googling:
“ba phone number that actually gets through”
Poor bastards - there must be thousands of them out there - listening to hold music, if they’re lucky, but more likely simply being told, via a recorded message, that BA is just too busy to talk to them. As the days, then weeks, go by they wonder will they ever see their cases again.
There is just nothing you can do. Nothing that BA haven’t suffered. No threat you can make against them. Legal? Media? Shame? Whatever. It’s water off a ducks back now. I feel your pain.
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April 8, 2008 at 12:11 pm
Rachie
Hmm - I used to work for BA in my incarnation as an Airmiles call-centre slave. They are rubbish with everyone. I once took a call from a tearful old lady who had been forced to attend her son’s wedding (in Paris, to the Mayor of Paris’s daughter) in a cheap cotton dress, because all BA had offered her as compensation was a British Airways t-shirt. That was in my training week, and all I could offer her was a bunch of flowers.
That’s unless, of course, you are a Platinum of Gold Club Card holder, in which case your wish is their command.
April 8, 2008 at 12:31 pm
ourmanwhere
Putting aside terminal 5 and all that I think they have gone the Ryan Air route - its cheaper and more profitable to have a stinking reputation than invest in efficiency and customer services.
They’ve done their sums and decided to cut everything back to a minimum and if one or two people get a bit teed off along the way then so be it.
On the one occasion that I did get through to a BA call centre I got the impression that the BA staff member was desperate for me to make BA pay. Obviously she was stopped from actually helping me but she quite obviously disliked BA as much as I did.
April 8, 2008 at 3:55 pm
Chris Norton
BA at the moment is just another example of poor customer service and a company which is now coming across as being slightly arrogant. I think they have lost their way a little bit. They need to take a step back and look at what’s important to them. Once they do that they will realise it’s their customers that matter and not just profits.
British Airways used to be a brand that almost everyone in this country was proud off – including me. However, I was listening to Radio 4 yesterday and pilots were saying that they are no longer proud to put their uniforms on.
April 9, 2008 at 10:24 am
ourmanwhere
Again, putting Terminal 5 aside I guess no one wants to provide bad service. But they’ve tried to cut costs to compete and provide decent profits and it hasn’t worked.
What else do you do? The only other option is to rebuild the brand, give up on trying to compete cashwise and instead go for the more affluent customer with deeper pockets.
But they’re going to have to be way more reliable to make that work.