BA won't refund Passenger Air Duty

MyRealNameToo

cw8825 said:

alfista said:

 

Everyone has expectations.   I recently had to contact a bank's call centre. My expectation was that an agent in the UK, speaking fluent English, would answer after a maximum 6 rings. What I got was an agent in Asia, with a heavy foreign accent, who answered my call after 20 minutes.  Expectations, expectations.

6 rings? Are you a call center manager as a profession?

In a previous life it was the COO's expectation that we hit 6 rings on all calls not just an average. Our call centre manager just created an answer phone message that picked up after 6 rings saying that we were too busy to take the call, please call back later.  For about 3 months we were the only site that hit the target until they worked out why. 

Things didnt improve much as we had untrained agency staff who we could get in quickly. They basically did the same as the recorded message unless the customer was insistent in which case they filled in a paper order form or call back request, the later all went in the bin at the end of the shift. 

Average of 6 rings was probably achieved, on a monthly average basis. Didnt often have calls waiting but occasionally the forecasting team got it very wrong and we were swamped. 

cw8825

MyRealNameToo said:

cw8825 said:

alfista said:

 

Everyone has expectations.   I recently had to contact a bank's call centre. My expectation was that an agent in the UK, speaking fluent English, would answer after a maximum 6 rings. What I got was an agent in Asia, with a heavy foreign accent, who answered my call after 20 minutes.  Expectations, expectations.

6 rings? Are you a call center manager as a profession?

In a previous life it was the COO's expectation that we hit 6 rings on all calls not just an average. Our call centre manager just created an answer phone message that picked up after 6 rings saying that we were too busy to take the call, please call back later.  For about 3 months we were the only site that hit the target until they worked out why. 

Things didnt improve much as we had untrained agency staff who we could get in quickly. They basically did the same as the recorded message unless the customer was insistent in which case they filled in a paper order form or call back request, the later all went in the bin at the end of the shift. 

Average of 6 rings was probably achieved, on a monthly average basis. Didnt often have calls waiting but occasionally the forecasting team got it very wrong and we were swamped. 

That's pretty much my point. To most reasonable people 6 rings is unrealistic 

A small wait is acceptable 

HHarry

Head on over to Flyertalk for numerous examples of BA’s terrible Customer Service.

People are waiting many months for responses to complaints.  Is it acceptable?  Not really.  But nothing is going to get resolved in 9 days, or another 9 days.

Voyager2002

In practice, if you do nothing and wait six weeks you will probably get some kind of payment. 

If you want to pour time, energy and money into the problem you can of course instruct a solicitor and perhaps hurry them up, but probably it is not worth doing.