British Airways boss pledges to fix customer service issues

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British Airway has promised to improve its customer service and reduce call waiting times after coming through its “worst crisis in our 102-year history”.

Sean Doyle, the airline’s CEO, made the pledge in a message sent to BA Executive Club members over the weekend.

“To be frank, we’ve been moving from one set of restrictions to another and the amount of change we’ve been dealing with over the past couple of years from week-to-week has been relentless,” said Doyle.

“I’m not seeking to make excuses for things that should have gone better. What I am doing is making a personal commitment to you that we will build a better British Airways.”

Doyle added that his “number one priority” was to address the customer call centre issues that customers have been facing when trying to contact the airline during the Covid-19 pandemic.

“In the face of constantly changing and complicated travel restrictions the length of time it’s taking us to take calls has naturally been longer, which has pushed up our waiting times,” he said.

“We are mid-way through replacing our phone systems to create a better customer experience and are also already recruiting more people to ensure your calls are answered, social media messages are responded to and problems are solved in the moment, wherever possible.”

Doyle said that BA would be continuing to offer some services introduced during the pandemic, including table service ordering in its airport lounges, as well as providing free water and snacks on short-haul flights in the Euro Traveller economy cabin.

“I know that change won’t happen overnight, but this week I have briefed teams across the airline to do all they need to, to tackle the issues we know you’re facing so we don’t let you down,” he pledged.

“I hope that in the coming months you’ll notice a significant move towards a better BA, driven by our people to deliver a better experience for you, our most loyal customers.”


source : businesstravelnewseurope

1 Comment

  1. BA really needs to invest in online self service / manage my booking functionality… allow customers to do more things online at a time that best suits them.

    Investing more in digital & ensuring it’s an awesome customer experience will reap rewards & improve their Net Promoter Score (NPS).

    Also, please remove as many pain points as possible.

    It’s a right faff having to call BA Holidays in London during UK hours if you happen to be outside of the UK and need to do something that only their call centre can deal with.

    It would be awesome if we could message you quickly & easily using Signal or WhatsApp. Living in South East Asia for the last two years, being forced to phone you or use Twitter feels so backwards. Here dealing with government departments, doctors, businesses of all shapes & sizes, you name it – all done using WhatsApp.

    Something else that needs sorting is bus gates at outstations when airbridges are available. It’s penny pinching and takes the shine off of what might have been a rather pleasant flight with British Airways.

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