EasyJet and British Airways call centres blasted

by Jessica MCILHINNEY on April 16, 2012

British Airways and easyJet have been named as two of Britain’s worst performing firms in a poll of waiting times and the quality of customer service provided by call centre stff.

Customers that chose to contact easyJet by phone often face waits of up to an hour and eight minutes, according to the results of the study, conducted by WeQ4U, a queue-cutting telephone service, which make it the overall second worst company among those that featured. Only InHealth Netcare – which is used by heathcare professionals whenever they need to retrieve their patients’ test results – was found to have have worse delays with waits of anything up to to an hour and 14 minutes common.

The eye-opening survey estimated that a total of £94 would be spent if someone were to try and establish contact with the 10 companies that were found to subject customers to the longest waits. EasyJet was quick to reject the study shortly after its findings were announced while claiming that at least 80 per cent of its customers wait just a minute to get through to a customer services advisor.

Meanwhile, flagship carrier British Airways came in third in the league of the UK’s “rudest call centres”. The airline was criticised for continually cutting off customers waiting to talk to the operator. According to reserachers, an alarming four per cent of all calls to British Airways ended in this manner.

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