customer

CustomerZone360 NEWS

Free eNews Subscription

CEO of British Airways Aims To Fix Poor Customer Service

By Luke Bellos February 03, 2022

The airline industry can’t catch a break these days. Ongoing pandemic restrictions and worker shortages are causing many airlines to drop flights, forcing customers to reschedule their plans or cancel them altogether. To make matters worse, customers are having a difficult time connecting with service agents to remedy situations, causing reputational harm for many legacy airlines.

According to a recent article by BTN Europe, Sean Doyle, the CEO of British Airways, sent a message to BA Executive Club members over the weekend regarding BA’s recent dip in customer service quality. Doyle also made a pledge to improve service, and will be introducing new call center enhancements to reduce call wait times and create better experiences.

“We are mid-way through replacing our phone systems to create a better customer experience and are also already recruiting more people to ensure your calls are answered, social media messages are responded to and problems are solved in the moment, wherever possible.”

Doyle added, “I hope that in the coming months you’ll notice a significant move towards a better BA, driven by our people to deliver a better experience for you, our most loyal customers.”

Customer service problems are not exclusive to British Airways. In fact, both American and Southwest Airlines have experienced major customer service issues over the last year, with both attempting to fix the problem by hiring additional staff and integrating contact center technology. Although many of the problems the airline industry is currently facing are a result of circumstance, customers have a right to be frustrated if they feel their business isn’t appreciated. 

Doyle made a wise decision to speak openly about BA’s customer service issues, and his personal commitment to fix the issue could be critical for saving the airline’s reputation. Hopefully with a more capable phone system, British Airways will soon be able to move beyond this customer service nightmare and move into the post-pandemic era better than ever.




Edited by Luke Bellos
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

Editor, CustomerZone360

SHARE THIS ARTICLE
Related Articles

Verint Introduces TimeFlex Bot for Better Contact Center Scheduling Flexibility

By: Tracey E. Schelmetic    3/28/2024

Customer engagement company Verint recently announced the launch of the Verint TimeFlex Bot to redefine agent scheduling flexibility in the contact ce…

Read More

Attentive Offers Solutions for Better AI Customer Interaction and Personalization

By: Tracey E. Schelmetic    3/28/2024

AI marketing platform company Attentive recently announced the next generation of Attentive AI with two premium AI solutions - AI Journeys and AI Pro.

Read More

The Future of Customer Service? Vonage Integrates Generative AI into Conversational Commerce

By: Greg Tavarez    3/27/2024

Vonage, a cloud communications provider under Ericsson, today announced generative AI integration within its Conversational Commerce platform, powered…

Read More

Talkdesk and Verint Expand Partnership for Workforce Management

By: Tracey E. Schelmetic    3/26/2024

AI-powered contact center solutions provider Talkdesk, Inc. recently announced an expanded partnership with Verint to provide automated workforce mana…

Read More

German Multinational Henkel Expands Relationship with Adobe for Generative AI

By: Tracey E. Schelmetic    3/25/2024

Henkel, a German multinational chemical and consumer goods company, recently expanded its partnership with Adobe to advance Henkel's content supply ch…

Read More