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April 15, 2007
When it pays to make your customers wait
British Airways is earning a million pounds a year off its pay-service helplines.- British Airways has been criticised after it emerged that it is making at least a million pounds a year by charging UK customers to telephone its helplines,
- British customers pay above-national rates to call the 0870 numbers. BA makes about 2p a minute for every call to its bookings, reservations and customer care phone lines - including those dealing with lost luggage.
With 15,000 customers calling every day, this works out at just over £1 million a year in revenues if each call is three minutes long. However, so deluged has the call centre been in recent weeks that many customers have been left on hold for well over 20 minutes.
Those of you in the U.K., search for free numbers to call here.
Posted by gleff at April 15, 2007 8:59 AM
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