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I have just spent 70 minutes on a call trying to add my infant to our flight booking which was made with Avios and a companion voucher. The SA was beyond rude. She kept insisting my son had to be added to household account (not family and friends). After trying to do this multiple times I did a quick google search whilst on call and could see you can’t add an infant. She then tried to charge me over £1100 for him to join us. Despite me explaining it should be 10% of Avios and fees. I was literally banging my head off a brick wall. I am so frustrated. Any suggestions how to quickly get this sorted?
HUCA – get a different agent. No point in ever arguing, just hang up on them politely and call agaub.
HUACA is generally the answer, but you can sometimes get stuff sorted via Twitte. You do need to be very careful you’re messaging the actual BA and not a scammed though.
I booked my BA flight during a sale and received a confirmation with a reference number—even though the website was clearly overloaded and very slow. Then, just the day before departure, my booking mysteriously disappeared from their system (even though the flight was still scheduled to run). I immediately called customer service and was promised multiple callbacks that never happened; on one call, I was told to wait until later—just as the call centre closed. Left with no choice, I had to rebook at over £1,000 extra and burn additional Avios to lower the cost. This nightmare of BA’s abysmal customer service nearly ruined my holiday and left me extremely stressed. Has anyone else experienced this level of incompetence?
HUCA – it’s human nature (in psychology I think they call it “cognitive dissonance”) to stick to your guns. In this situation, the call centre person is unlikely to concede you know more about their job than they do. So “resistance is futile” 😁
Once you get is sorted, log a complaint with the time/date and your details and hopefully someone will pick it up and give some extra training to the agent.
I booked my BA flight during a sale and received a confirmation with a reference number—even though the website was clearly overloaded and very slow. Then, just the day before departure, my booking mysteriously disappeared from their system (even though the flight was still scheduled to run). I immediately called customer service and was promised multiple callbacks that never happened; on one call, I was told to wait until later—just as the call centre closed. Left with no choice, I had to rebook at over £1,000 extra and burn additional Avios to lower the cost. This nightmare of BA’s abysmal customer service nearly ruined my holiday and left me extremely stressed. Has anyone else experienced this level of incompetence?
What do you mean it disappeared from their system? Could you not access it via MMB (Manage My Booking – on the app or website)?
If you had the email, which I presume you kept , then you had a booking , if as you suggest there was space left on your flight, then best would just have been get to airport early and sort it out. No need to spend £1000.
Agree you ended up with an agent who didn’t know what they were doing.
My impression from my last 2 calls to them plus service onboard my last 4 flights is that its’s got better! The call center agents I called, one the US number and one UK blue number were both friendly and very efficient. Just as good as Virgin were on a recent call. The onboard service in CE on Sunday was excellent and the food was decent too. Outbound was pretty good too.
My experience as a Blue/Bronze is that hardly anyone in their call centre knows what they’re doing. I always have to call 2-3 times, each time with a 30+ min wait, before I get through to someone who can do simple things such as add a piece of sporting equipment to a booking.
My experience as a Blue/Bronze is that hardly anyone in their call centre knows what they’re doing. I always have to call 2-3 times, each time with a 30+ min wait, before I get through to someone who can do simple things such as add a piece of sporting equipment to a booking.
Training is absurdly limited and unsupervised these days. What’s particularly strange is that agents seem unable or unwilling to look up how to do things they must know are within the scope of their jobs when they have a very comprehensive guide available to them.
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