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.

British Airways actually makes money by losing your luggage and having you call to follow up.

Those of you in the U.K., search for free numbers to call here.

About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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