BA slammed for plans to outsource calls centre jobs
British Airways is planning to shift more than 1,000 jobs from calls centres in Newcastle and Manchester to external company Capita.
The proposal has been branded as ‘short-sighted’ by the GMB Union, which has blamed BA’s recent IT fiasco on the outsourcing of airline roles.
British Airways stressed no ‘decision has~been made’ regarding further outsourcing, but it admitted that it was reviewing its operations at call centres.
A spokeswoman added: “To ensure we can offer the highest standards of service to customers, taking advantage of the latest developments in technology, we are conducting a review of our global call centre operations.
“As part of this review we are talking with Capita about the services they provide.
“We are looking for the best option for our customers. No decision has been made.”
The GMB, which has called for input into an independent inquiry into the cause of the recent BA power failure, which grounded flights worldwide and caused cancellations and long delays for 75,000 passengers, wants a moratorium on any further plans by BA or its parent IAG to outsource any more IT jobs.
GMB national officer for aviation Mick Rix said: “IAG BA appears to have learnt nothing from the stranding of 75,000 passengers and seems hell-bent on shedding hundreds of quality jobs with this short-sighted proposal to outsource BA call centres in the North of England.
“British Airways seems to want to become a virtual reality airline, with no employment responsibility and this plan further degrades the value of work and what work means to staff and passengers alike.
“Despite record profits, this is the latest penny wise and pound foolish plan from IAG BA and is consistent with those that led to the IT meltdown.
“Hard working, loyal and dedicated GMB members are to be rewarded with the outsourcing of their jobs to the lowest price bidder.
“BA is not a start-up company – it makes good profits. It’s time they treated work and their workforce with respect.”
BA parent IAG will hold a shareholders meeting in Madrid tomorrow.
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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