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News : British Airways Chaos Blamed on ‘Greed' Over IT Outsourcing

#contactcenterworld, @british_airways

London, UK, May, 2017 -- British Airways passengers are facing a third day of disruption amid claims the chaos could have been avoided if it had not been "greedy" and outsourced IT work to India.

Computer problems grounded scores of planes over the weekend, leaving thousands stranded at airports.

BA said it intended to run a full long-haul schedule at Heathrow and a "high proportion" of its short-haul programme, and a full schedule at Gatwick.

It claimed it was making "good progress" in recovering from the worldwide IT glitch.

But passengers are still being warned to check before travelling to airports and a Heathrow spokeswoman said there was still "some disruption".

Customers have been left queuing for hours in packed terminals over the last few days and some had to bed down on terminal floors on Saturday.

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Many complained of scant information from staff.

Experts predict BA is facing a huge compensation bill, estimated at more than £100m.

The GMB union has claimed the problems were down to BA cutting "hundreds of dedicated and loyal" IT staff and contracting the work out to India to save money.

Mick Rix, national officer for aviation at the union, said: "This could have all been avoided.

"In 2016 BA made hundreds of dedicated and loyal IT staff redundant and outsourced the work to India.

"BA have made substantial profits for a number of years, and many viewed the company's actions as just plain greedy."

The redundancies caused protests and union outrage, with BA saying at the time that it had signed a contract with India's Tata Computer Services "to be the supplier of some IT activities".

Around 200 staff were affected.

The airline has so far given little detail on the cause of the problems, only saying a "power supply issue" was to blame.

A BA spokeswoman said operations had started to return to normal by Sunday.

She said: "We operated a full schedule at Gatwick on Sunday. At Heathrow, we operated virtually all our scheduled long-haul flights, though the knock-on effects of Saturday's disruption resulted in a reduced short-haul programme."

Alex Cruz, the airline's chairman and chief executive, issued a video message on Twitter to apologise and reassure passengers about their lost luggage.

He acknowledged that it had been "a horrible time for customers" and apologised for "these very trying experiences".

#contactcenterworld, @british_airways

Posted by Veronica Silva Cusi, news correspondent
Source: http://news.sky.com


About British Airways:
Company LogoBritish Airways is a full service global airline, offering year-round low fares with an extensive global route network flying to and from centrally-located airports.
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2020 Buyers Guide Call Routing Optimization

 
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Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
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L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
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