Wednesday, 3 February 2010
Come on BA - pick up the phone
It's all very well migrating service on line - but there are some problems a traveller can iron out only by direct contact. Before returning from the US last week on British Airways I needed to sort out a seating glitch which could not be resolved via the airline's web site. It took me approximately 40 minutes on the phone from my hotel. There was no obvious reason - such as disruption caused recently by snow in the UK - which might have brought a deluge of inquiries. I spent the best part of 30 minutes just waiting for someone to pick up my call. This is simply not good enough.