British Airways relocates contact centre to India, restructure operations in Ghana

British Airways relocates contact centre to India, restructure operations in Ghana
Source: Ghana | JoyBusiness
Date: 13-04-2018 Time: 12:04:39:pm

British Airways, (BA), is set to relocate it Call or Data Center from Accra, Ghana to India by June this year, according to sources. 

BA said in a statement it is currently restructuring its operations in the country. The move will also result in British Airways outsourcing some of its operations in the country.

Why the changes

With this move, if local customers make a call to British Airways Ghana Office, it would be routed through India. Workers at the Center have already been told about this move, but it is not clear for now whether they have been absorbed or asked to go home.  

The Airline is also planning to outsource its ticketing and other operations to a third party.  But in a statement, British Airways says it fully remains committed to Ghana and would continue to offer flights between Accra and London. 

British Airways adds that it is currently reviewing the way its global sales seat operates. The airline, adds that it has less than ten member team at its Ghana office and looking at its roles as part of the consultation.   


Discussions on outsourcing operations of the airlines' call centres to a UK service company Capita came up following its Bank Holiday meltdown, which saw hundreds of flights cancelled.

UK Press coverage suggests that British Airways is outsourcing some of its business support functions such as IT and call centres as a means of cost reduction.

British Airways told UK news agency The Independent: “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.”

Read the official statement from British Airways below:

British Airways has served Ghana for 80 years, remains fully committed to the market and will continue to offer daily return flights between Accra and London.

We are currently reviewing the way our global sales team operates in a number of locations around the world to ensure we deliver for our customers and remain competitive. 

As part of this, we are consulting with a small number of colleagues in Ghana about restructuring proposals to ensure we continue to deliver a sustainable service.

We have fewer than ten team members working in our Ghana office, and we will be looking at some of these roles as part of the consultation.

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