Agent slams BA for ‘poaching’ business

A BID by British Airways’ new sales and marketing boss to encourage agents to gather more customer details for the airline has threatened to spark another row with the trade.

Head of UK and Ireland sales and marketing David Noyes, who began his latest BA role on September 1, said the airline’s e-commerce plans would be aided by agents asking clients for e-mail addresses and mobile telephone numbers at the time of booking.

He said BA had found customer contact information for bookings was "so poor for some people” – but stressed this was not a ploy to take customers away from agents.

Noyes said it was important BA used text messaging and e-mail to keep travellers informed of last-minute flight changes. Only 4.5% of BA passengers check-in online via ba.com, and Noyes said greater take-up would cut waiting times and queues at space-poor terminals such as Heathrow.

The BA proposal was immediately slammed by Clive Green, owner of London-based agency Clive Green Travel.

"If BA ran a proper schedule, it wouldn’t have any need for these new services,” he said.

Green criticised BA two months ago for expecting agents to enter clients’ On Business membership numbers when booking flights through global distribution systems (Travel Weekly September 24) .

Green accused BA of using the tactic to take business clients away from agencies.

"The fact BA thinks any agent is going to trust it ever again is incredible,” he said. "The airline pays me peanuts, and I see no reason to do any more than make the booking, issue the ticket, and change bookings.”

Green said Noyes had "his work cut out if he thinks he can charm us now”.

But Noyes said he’d met with corporate agents, ABTA and the Guild of Business Travel Agents, and would continue talking to agents about the mutual benefits of BA’s latest technology.