British Airways to retain Newcastle and Manchester call centres

The airline on Wednesday (March 28) reaffirmed its presence in Newcastle and Manchester following a review of its worldwide call handling operations.

There was concern jobs at BA’s two Contact centres would be outsourced, placing 1,100 roles at risk - 750 in Newcastle and 350 in Manchester.

The Unite union has welcomed the decision to retain the two call centres, which handle queries on flight and hotel bookings, upgrades, prices and car hire, within the BA family.

BA has also said it will invest “millions” upgrading technology at both centres to improve customer service.

Alex Cruz, BA chairman and chief executive, said: “I’m pleased that following a very detailed review, we are planning to retain both of our long-standing UK call centres in Newcastle and Manchester.

“We have highly experienced and knowledgeable teams in both cities, and by modernising how we work as well as introducing new technology we can ensure we offer the very best service to customers.”

Unite said the decision following a period of “intense negotiations”, and banished the spectre of outsourcing giant Capita taking over.

Oliver Richardson, Unite national officer for civil air transport, said: “We are very pleased that, working with the BA management, we have been able to make the strong case customer services are best served by the centres remaining within BA.

“This will give reassurance for the future to our members at Manchester and Newcastle. This decision has come about without any loss in pay and terms and conditions for the workforce, although we are working closely with the company to implement mutually agreed efficiency savings.

“More generally, I think there is a new mood across business and other organisations in the UK that, following the recent Carillion debacle, outsourcing is not necessarily the best option if you wish to develop your business successfully - and keep the customers happy.”

BA added it was planning to retain a further 900 staff at call centres in Germany, Hong Kong and India, and is considering opening a new centre in Cape Town operated by a third-party.

Its decision to retain its Newcastle and Manchester call centres within BA will go ahead subject to a vote by staff at the two facilities.