Reinventing the Wheel

To Whom It May Concern:

There is a typo on my ticket. Will I need to correct it before I board? It says "Mr. Jennifer Boutell" and I am a "Ms." If I do need to correct this, how do I do it without having to call in? Every time I call customer services the wait time is over half an hour. Thank you in advance for your assistance.

Dear Mr Boutell-

I'm sorry you were unable to speak to one of our customer service agents when you telephoned. We manage our contact centre operations very carefully but there are times when external influences lead to flight disruptions or just when many customers choose the same period to contact us. When this happens, you may find yourself in a call queue. We do make every effort to answer every call as quickly as possible.

You have mentioned about typing error on your ticket. As your title on the ticket has been put incorrectly, please contact our local sales office. Their telephone numbers can be found at: http://www.britishairways.com/travel/ctclist/

Thank you for taking the time to contact us
British Airways
Response(Sharad)


Hello Sharad-

I am replying to this because I simply want to point out that I waited three days for a response to an inquiry and the answer I've received is not at all an answer. You simply pointed me back to the same system I had trouble with to begin with. I did not need an explanation as to why British Airways has long call wait times, I needed answers to the questions I gave. I am now exactly where I was three days ago, on hold in a long queue. Had I known this was my only option for help, I would have stayed on the phone. If British Airways offers online help, why was I then told to get back on the phone? That is a rhetorical question. I am sure you are just doing your job, I just wanted to point out a glitch in the customer service system at your company.

AND you called me "Mr." Hilarious.

_________________________________________

So I called. After being on hold for 17 minutes, I told my Customer Care Service Representative, Susan, my ironic virtual customer service experience. She listened like she got me, laughed a little hesitantly and, paused like she didn't really understand my point and then said:

"I am so sorry they called you 'Mr.' I do apologize for that. But I'm amazed they got back to you so quickly. Usually it takes 6 to 8 weeks."

I'm starting to think maybe I have aphasia.