technical

My female owner is super pissed with British Airways Customer Service.

She called them last week to change her flight back to Singapore. Being indecisive, she asked if she could hold the booking for a while first. The guy said yes, he could hold the booking until 27 May and the cost to change her flight would be S$75, with no additional service charge.

She called back today and wanted to confirm her flight back. The guy (another one) said the booking has been cancelled and to get back the same flight, it would cost more, because the class of travel would change and the ticket needs to be reissued etc.

The fact that the booking was cancelled and that the second guy just went on about the booking being cancelled without explaining to her HOW that happened pissed my female owner off a great deal. To get back the same flight arrangement (through no fault of hers) would now cost her S$75 (change of flight) + S$50 (service charge) + S$9 (increase in tax) + S$50 (change of cost of flight). Not to mention the 40mins of her life wasted, ding-donging with the second guy who actually told her to listen to him (repeat himself so many times without really saying anything new)?!?! He actually said that the first guy did not give her a timeframe (e.g. 10am) to confirm the booking, although he did give her a dateframe (27 May), that’s why her booking was cancelled by the system?!?! Is he trying to get technical with her or what? So was she wrong to assume that she could call back anytime during office hours on 27 May to confirm her booking?

Super annoyed by now, my female owner then went online to BA website and changed the flight details herself – at a cost of S$125 (S$50 more than if she had confirmed last week). A reasonable priced lesson in being decisive I must say.