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.
