You probably noticed yesterday, the very strong message coming from frustrated BA travellers, that no one was helping them, listening to them, or in any way handling their complex problems.
From a BA staff perspective, this was a day from hell. Thousands of upset, disrupted, needy passengers, all asking for information, wanting substitute flights, hotel rooms – and of course there was very little that the people on the ground could do about any of it.
So they retreated … [Read more...] about Customer experience lessons to be learnt from BA
