There are too many complaints that aren't being handled appropriately. It feels embarrassing to represent the company and not being able to offer help to customers who have been poorly treated. Prime example is Customer Relations. To make a complaint, customers can only fill out an online form and it can take months to a year for it to be resolved with no consistent correspondence on the outcome and no telephone number, email or any other way to contact. They try to check their cases on the webchat service, however agents who can't deal with this are left to tell customers that they can't do anything causing further stress - why aren't they putting customer relations agents on webchat to help with this? It's difficult to direct people to the right departments on the phone system due to poor design and the biggest one of all is the constant system failures during the busiest time of the sales. Some team leaders micro manage and treat you like you're a school kid when you constantly follow rules, don't cause a fuss just because you forgot to offer overpriced seats. It tends to be the higher ups who probably have never visited the other offices outside of London before and don't see how things are ran and make stupid decisions that make no logical sense other than putting more money into their pockets. We are the people who deal with the slack and try to save the face of British airways and all we get in return is a message of recognition with no actual benefit. To summarise - sort out your terrible systems, have an organised approach on dealing with customer cases, stop treating your staff like children and do more for your staff during stressful times especially dealing with rightly so angry customers
