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British Airways to close Toronto call centre, 200 workers effected

British Airways announced today plans to close its Toronto call centre by December.


April 26, 2005  


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British Airways announced today plans to close its Toronto call centre by December.

The airline said it has seen the number of calls handled at its three North American centres fall by more than 25% over the last two years as the popularity of online booking and other self-service options continue to grow.

At the same time, with fewer people needed to manage the reduced number of calls, the combined occupancy of the centres has fallen to only 58%.

Consequently, British Airways has decided to consolidate its North American operations between its call centres in New York and Jacksonville, Florida.

An estimated 200 Toronto staff will be affected by the closure.

“This has been an extremely difficult decision and it is not one that has been taken lightly," said Robin Hayes, executive vice president of the Americas with British Airways.

“It involved an extensive review of our property requirements to ensure we have maximum occupancy of our call centres. Our lease terms in Toronto allow us to leave the current building with minimal exit costs.

The airline currently operates 34 flights a week between Toronto and London, 20 flights a week between Vancouver and London and 14 flights a week between Montreal and London.


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