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British Airways customers bemoan yet another IT mishap

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British Airways
British Airways

Angry customers have bemoaned fresh IT failures at British Airways after its loyalty website was offline for well over a week.

The airline said earlier this month that its Executive Club website would be unavailable between 13 and 17 November to carry out “essential improvements”.

However, normal access via its website was still not available on Monday November 22, with BA customers told to use its mobile app instead.

Customers vented their frustration on Twitter, with Alan Coffey writing: “Come on BA - are you serious? Five days after the supposed ‘upgrade’ to your Executive Club and it’s still down. To rub it in you keep sending me emails with Executive Club deals to book! Nobody in your organisation knows what is going on and the lack of updates is deafening!”

On November 17, BA had tweeted in response to a customer: “Our Executive Club should be back online this evening, but it will definitely be back online tomorrow.”

However, the airline then tweeted the following day that “planned improvements to Executive Club are taking a little longer than planned”.

BA insisted on Monday that the service was now available once more. However, customers continued to complain on Twitter that it was not possible to access the site using the normal login option on the airline’s website.

Until late Monday afternoon BA’s website stated: “To log in to your Executive Club account please use the British Airways mobile app. We're sorry for the inconvenience, we’re working hard to get this part of our website back up and running.”

A BA spokesman said: “Planned improvements to Executive Club took a little longer than expected; members can now access their executive club account through the BA app and BA.com.”

The airline has suffered a litany of IT issues over recent years.

Last year, BA was fined £20m by the Information Commissioner's Office over a 2018 data breach in which the personal details of 400,000 of its customers were accessed by hackers.

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