British Airways has just announced that they’ll be closing their Jacksonville call center by December of this year, which will result in 280 layoffs. It’s sad news anytime anyone loses their jobs, but 280 layoffs from the same call center in the same city is just horrible.
They haven’t yet announced their plans for replacing the call center, so I’m curious to see what they do. I’m concerned the call center will go the way of so many others and be outsourced, which is what this statement by British Airways seems to suggest:
In a statement, the spokeswoman said the decision “has not been taken lightly” and is part of the company’s efforts “to ensure our customers receive the best possible service at the right level of cost, operational effectiveness and flexibility.”
One of my frustrations with the call center has always been the limited operating hours. It’s only open from 7:30AM till 8PM eastern daily, which really is ridiculous for a call center for such a large airline. The worst part is that if you’re trying to redeem miles you can’t call an Executive Club number in a different country, as your Executive Club account can only be managed by the call center in your country.
Anyway, this is extremely sad news. If there’s one good thing that comes of this I sure hope it’s a 24 hour call center, if nothing else.
(Tip of the hat to Steve)