Have been with First Direct for about 4 years now and have never had any issues at all. I had only heard good things before joining and this has proved to be the case.
The one thing that impresses me most is the helpfulness of the staff. A UK call centre certainly makes a good impression and seems to understand your needs better. As far as I can recall, every time I have called them they have resolved whatever needed to be done, in a helpful and courteous manner.
After booking flights via Last Minute, I had to phone BA also for advice regarding the flight. I have to say I have used BA many times beforehand and their professionalism does make the (usually higher) costs more worthwhile. It would help if their prices were a little more competitive and had a higher range of European destinations other than from London., but I suppose they know they will always get regular custom.
The Customer Service Assistant was very courteous and helpful. I realise that its easy to complain but felt that their good service should also be noted.
Recently tried to change a flight that looked like being cancelled due to Spanish strikes, Customer service is shocking and is based in India. Just a completely unhelpful attitude. When told if the flight gets cancelled, turn around time for refund can be 16 weeks! Will not be using after this experience. Speaking to British Airways inbetween for assistance just showed how far apart Customer Support between two companies can be.
Patrick found this review useful
Delivery 2 days late after Mother's Day when guaranteed delivery before. Charged £300 instead of £60, of which £240 was eventually refunded. Flowers of a sub-standard. Website crashed at card payment every time and so didnt even confirm it was processed until 2 days later - once I had sorted an alternative out. Tried to cancel, 6 days before a response, no online chat, no telephone number, no acceptable solution. Would avoid at all costs.....
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