In trying to change my return flight to London from Bangalore, I’ve been trying to reach British Airways. Calling two of their numbers (the only ones given to me in fact) resulted in the following experience:
*Ring*, *Ring*
“This is British Airways. You have reached our India free number. This service is currently unavailable. Please redial using the advertised number.”
*Click*
That’s it. No greeting. No explanation. No alternatives. A simple message offerings many lessons to learn from.
Actually, I’m somewhat OK with that message. It should’ve told you what the ‘advertised number’ is, but otherwise not too bad.
One thing, though… what the hell is a ‘india-free number’? 🙂
“Not bad” is exactly what I think any corporate communication should avoid. It’s just too common. I think it demonstrates an opportunity for BA to offer a great customer experience.
I found it frustrating trying to rebook flights, and easing the experience would have been much nicer.