British Airways – Another IT SNAFU

Over the last few months and years, it is an understatement to say that British Airways has been subject to the occasional IT failure.

I was recently caught up in such an increasingly common SNAFU, when my BA Executive Club account was inexplicably locked, for no apparent reason.

What followed can only be described as a cascade of incompetence.

Over the course of 9 days, I spent several hours on the phone to BA’s Executive Club line, intermittently being randomly dumped into call queues for reservations or booking amendments.

Eventually I received an e-mail from a gentleman with a tangential connection to the correct department, and a 48-hour exchange began.

Finally, I am finally able to access my BAEC account and move forward with my travel plans.

Overall, this has been a frustrating experience and a disappointment from BA, which has been, without exception, my favourite international carrier over the last few years.

It is not hyperbolic to say that the service I have received from BA during the last few difficult years has been head and shoulders above the global competition.

It is therefore disappointing that they seem unable to resolve such a basic issue in anything resembling an expedient manner.

Author: thebouncer

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