British Airways customers encounter too many errors booking their trip

We suggest British Airways make online booking more convenient and resolve the errors – they receive a lot of complaints about the current system. Also, improve customer service and create a better trainee program.

Caption of a British Airways airplane.

Booking

Average grade: 1,42 / 5
Occurrence rate: 13%
Some complained about it being difficult trying to book online due to several error messages and other inconveniences in the booking system.



Customer Service

Average grade: 1,30 / 5
Occurrence rate: 10%
Some claimed the staff to be rude and unprofessional.

Phone service

Average grade: 1,38 / 5
Occurrence rate: 7%
Sentiment has decreased this year. Related topics are “good” and “great”.

Caption of the topic “booking” from the dashboard of this analysis.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on TrustPilot.

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