Horrible customer service agent!

[comeocome]

Waited for 15+ min, wanted to change the destination and date of outbound flight. Cannot do it online, but BA agent still insists on charging the service fee. Even tho the first agent proactively waived it (still thinking at that time, wanted some time to think about it). And then the current agent was so rude, even accused me of lying. Asked to talk to a manager, she simply refused (can she?) Plus, she couldn’t process my card on the call, said she would call back. Never did. By this time, the ticket has already been changed to the new place and date, but I still haven’t paid yet. Just got an email saying please call them. Any suggestions, folks? Can I talk to a UK-based agent? Can I escalate it? Any specific time calling BA will have a shorter waiting time? (Lowly Silver member here). Can I still waive the service fee? Thanks.

[SamG]

The somewhat weird BA logic is if it can’t be done online then you have to pay the fee. only if you’re trying to do something that is possible online but is failing will they waive it. That said I’ve definately had it waived when I should have paid it but I don’t think you can insist

Personally I find calling the US silver number late evening via Skype a) has a short wait time and b) usually gets you a UK based agent

[JDB]

@comeocome – I think you were unlucky to fall on one of the group of agents that are both ignorant and arsy, a terrible combination. Agents are very actively discouraged from putting calls through to managers/supervisors who in any event might be likely to be out walking the dog.

[Misty]

Maybe just asked to be put through to Brighton, I tried this a couple of times and have been put through (rather grudgingly) to them. However I have also had to deal with ignorant and arsy agents. You would think that Amex would care more about customer care.

[sayling]

Misty wrote:

Maybe just asked to be put through to Brighton, I tried this a couple of times and have been put through (rather grudgingly) to them. However I have also had to deal with ignorant and arsy agents. You would think that Amex would care more about customer care.

Brighton won’t help though – this was BA, not AmEx…

[TGLoyalty]

A change of destination and date would be subject to a £35 fee online too as it’s basically cancellation and rebooking so why would it be waived over the phone.

First agent was obviously being nice to should have taken them up on the offer.

[BA Flyer IHG Stayer]

It’s a feature of BAs system that when you enquire about changing the flight that the “new” flight will sometimes show up in MMB as well as the original but until it’s ticketed it’s there just as a placeholder.

If you call to accept it it saves the agen some work as all the details are already in the system.

As long as the original flight is still showing I don’t see what the issue is.

[Misty]

sayling wrote:

Misty wrote:

Maybe just asked to be put through to Brighton, I tried this a couple of times and have been put through (rather grudgingly) to them. However I have also had to deal with ignorant and arsy agents. You would think that Amex would care more about customer care.

Brighton won’t help though – this was BA, not AmEx…

Opps apologies, not concentrating.

[comeocome]

@tgloyalty this is the 35 GBP service fee that’s only charged on phone. I believe you are talking about the 60 GBP change fee that will be incurred whether it’s done online or over the phone. (So yes I was being charged for both.)

[comeocome]

@samg Thanks a lot for the tip will try next time! PS will become gold in ~10 days. I wonder if the level of CS quality will drastically improve.. or shouldn’t have my hopes up…

[LD27]

comeocome wrote:

@samg Thanks a lot for the tip will try next time! PS will become gold in ~10 days. I wonder if the level of CS quality will drastically improve.. or shouldn’t have my hopes up…

I’m not sure the agents are from the same team. Avios bookings is a separate option to select when you call. I recently rang to make an Avios booking as unable to do it online. After call, I received a follow up email from the person who made the booking signed with his name, Customer Loyalty Agent, Avios Group Limited.