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I am getting very frustrated because it has now happened several times that when a BA Gold customer service representative puts me on hold, the call immediately drops. Initially, I thought I was being hung up on, but since this has been repetitive, always occurring when I’m placed on hold, and the agents generally seem to be trying to help, I can only assume it’s a system malfunction.
That said, when I warned one agent that the call would drop if he placed me on hold, he assured me he would call me back but never did! So, there must also be some rogue agents.
Does anyone know if this is a widespread issue? It is terribly frustrating because when you call back, you have to start from scratch with a new agent. (Yesterday, I got cut off three times and ended up missing the window to switch to a different flight.)
Well, I contacted Gold line earlier this week. Was on hold for a minute or two.., all fine.
Are you sure it’s not your phone cutting out? ( we had an issue last year with landline and our provider ( a small highland outfit)Just to be clear, its not the initial hold while I wait to speak to an agent. It’s when the agent needs to speak to a supervisor and places me on hold while we are already connected.
Can I ask why they need to speak to a supervisor? There are definitely a few “rogue agents” who are perfectly capable of trying to wriggle out of this kind of task …
In the case of yesterday, my overnight BA flight from Boston to LHR had a disruption (pilot emergency) and was delayed overnight. I wanted to jump onto a slightly earlier AA flight. On the first two calls, the agents said there were seats and it should be possible but they needed to talk to a supervisor. By the time I explained the whole situation to the third agent, the seats were gone. Maybe its my phone, in which case its good to know anyway.
Were you calling from the USA on a mobile? If so I think it’s as likely to be the network you’re calling on cutting out. I tend to call the local number for BA in the country I am in. Alternatively use Skype as that’s not using the phone network but VOIP.
Also check it is not happening at exactly 1hr, as many mobile operators now cut calls at that… Which is incredibly frustrating (any tips on how to stop that greatly appreciated!)
These felt like long calls but certainly not 1 hr long.
I was indeed calling the UK customer service line (thats what I usually have at hand) from abroad so maybe it was a network issue but still strange it happens only when they place me on hold. Seems like that part would be internal to BA. Good avice, I will call the local number next time.
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