Reply To: BA to prevent UK callers ringing US

[CJD]

JDB wrote:

CJD wrote:

JDB wrote:

@CJD – it isn’t a question of improving IT, it’s deliberately designed so that a customer has a different level of access/functionality vs an employee; that’s pretty standard for lots of businesses. There is already too much gratuitous T-355 booking so I’m not sure giving the passenger the ability to hold seats would necessarily be a positive.

It removes an incentive for customers to call. If call centre agents can effectively remove flights from my basket during the online booking process, why wouldn’t I call if I wanted to book a high demand route?

I’m afraid that’s just how most airlines operate. Imagine how allowing a customer to hold seats would open up the system to bots or just someone with lots of open devices blocking nine seats on each of them. It would be total chaos.

No it wouldn’t. Plenty of organisations give you a limited amount of time to complete the booking process to stop a scenario like that.

You can’t prattle on about how people shouldn’t be phoning the call centre when BA’s systems incentivise doing exactly that, then just dismiss any suggestion that maybe this should change.