British Airways ‘midway through’ sorting out call centre problems amid mounting passenger frustration

The boss of British Airways has promised enhancements in responding to pissed off passengers who report losing many hours attempting to get by way of to the airline on the telephone.

Sean Doyle, BA’s chairman and chief govt, has written to members of the airline’s Govt Membership – vowing to created the next high quality provider “as we emerge from the worst disaster in our 102-year historical past”.

Mr Doyle stated his “primary precedence” is to cope with the issues with the British Airways name centre.

The letter says: “We all know that for a lot of months now we’ve been asking you to be affected person with us. Affected person whereas we convey a number of plane again from airfields all over the world. Affected person whereas we rebuild our community, retrain and recruit individuals to serve you higher, and affected person whereas we cope with the 1000’s of consumers that want our assist.”

Dozens of BA clients have contacted The Unbiased to specific frustration with lengthy waits on maintain adopted by being lower off.

Mr Doyle writes: “To be frank, we’ve been shifting from one set of restrictions to a different and the quantity of change we’ve been coping with over the previous couple of years from week to week has been relentless.

“I’m not in search of to make excuses for issues that ought to have gone higher. What I’m doing is making a private dedication to you that we are going to construct a greater British Airways.

“Within the face of regularly altering and complex journey restrictions the size of time it’s taking us to take calls has naturally been longer, which has pushed up our ready occasions.

“We’re halfway by way of changing our telephone programs to create a greater buyer expertise and are additionally already recruiting extra individuals to make sure your calls are answered, social media messages are responded to and issues are solved within the second, wherever doable.”

The BA boss additionally instructed passengers: “We’ve been working exhausting to create a extra premium expertise for you.”

Whereas some stories have recommended British Airways is bringing again complimentary food and drinks for economic system short-haul passengers, actually the present normal of a small (25cl) bottle of water and packet of crisps will likely be retained.

The letter ends: “I do know that change gained’t occur in a single day, however this week I’ve briefed groups throughout the airline to do all they should, to sort out the problems we all know you’re going through so we don’t allow you to down.

“Within the meantime, I need to thanks for staying with us. I do know your loyalty has been examined and I need to guarantee you that we don’t ever take it with no consideration.”

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