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Just wondering if this is normal or I could have done anything differently.
Call 1 – 2 hours to book 4 outbound CW tickets using 4 Barclays upgrade vouchers.
Call 2 – 2 hours again to add the returns when they came available.
CS person was helpful and polite but just can’t believe how long it took. She said it was a complex booking as I was using 4 Barclays upgrade vouchers and kept needing to do long 15-20 min holds to check things with her team. Just wondering about other people’s experiences with this?
Haven’t spent 4hrs with BA ever but it took me a good 45min once to book MAD-MEX-LHR with the 241 voucher.
The guy was nice but there was a lot of chit chat and “let me check this for you” followed by a good 5-10 min of silence, pause and coming back.
Booking this online would have taken me no more than 10 min.
Took about an hour to try and amend a Qatar Airways booking over the phone with BAEC (reward flights booked through BA site).
All I wanted was to push the inbound back by a day (there was availability).
Eventually they couldn’t figure out the change to taxes & charges (should there be any changes to that?) and I now await their back office team.Airline IT is terrible people say
Took less than 20 minutes on Sunday to reserve a complex itinerary – two reservations, four flights. But when I got the email to call back as they had priced it up, it took 67 minutes for the agent to take the payment! The reservations were already there with references, and I could see them on line.
After they were all paid for, I noticed that my first flight is for a day later than I had originally requested. Looked like I might have been able to change it on line but we have stuck with it. (3 nights in Singapore instead of 4.)
BA (IAG) really need to invest in decent IT. It must be costing them a fortune to have agents spending 85 minutes to process bookings like this. They should make it possible to book open jaw and multi carrier redemptions online.
I spent over 2 hrs in the middle of the night getting 241 seats to Far East. Agent was in India and initially stated couldn’t help and I should wait until the U.K. offices were open! I asked to be passed to someone who could do the booking and got someone who eventually was able to complete it , but was ‘on hold’ several times. Got the ‘let me check with my team’ and even tried to insist on a fee for booking. . Whilst it all appeared on MMB eventually, I felt I needed to phone up and check the following day, and got an extremely efficient agent.
I’ve also done 241 bookings over the phone at midnight that have taken less than 20 mins!
It’s a lottery.Took me 40 minutes to book open-jaw for 2 people using an Amex 241 voucher. I started with my dates/times/flight numbers all ready.
Indian agent seemed competent, understood the ask and knew what to do at every point, just slow process. We did end with it paid and ticketed.
Took me 5 minutes the other day to add a return flight to an already booked outbound, although that was at 6am. Phoned the Silver line, realised it was closed until 8am so called the main line and was through immediately.
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