AIBU to complain?

[Onlyrainbows]

I called BA today as in travelling on Saturday and the system was not recognising my passport number. Anywho, I call BA and they tell me sure no problem just answer the security questions. This is we're it gets tricky. As my frequent flyer number is linked to this booking but it was booked via a third party (and I'm travelling with a bunch of colleagues) there could be multiple correct answers. I did explain this to the lady (for example it could be either of two email addresses). As part of those questions there was one of "who else are you travelling with?" Which again I explained that I wouldn't know 100% but she could try with my boss's name. It turns out the correct answer was "nobody" and that's why I failed the security questions. This lady was absolutely not help and had zero empathy, and told me I had to take it to the third party or my company (at this point she almost had me in tears our of frustration because she basically said "computer says no" and never even remotely said, call back and try again (until much later). Long story short, I called back and explained the whole situation to another agent, who was understanding and was able to resolve my problem. I'm thinking of maybe writing a letter mentioning how good the second agent was and how terrible the first one was. Or should I just leave it?

If you've got it sorted I'd be leaving it. A central system serves the call centre staff ID&V questions and they cannot decide for themselves it was too hard a question for you and let it go as they'd be on a warning if they did. Similarly if she suggested you try again.
I've often had questions like 'what's the name of your other card holder' when I've called the bank and I've said 'errrrr what? I don't have another card holder!' And that's been the right answer.
Daft I know but it's not worth making her life a misery when she's stuck to the rules BA have set
If you really want to then you could let BA know that kind of question isn't helpful but don't blame the call centre staff.

The second agent as far as I can tell was more flexible though (he asked me the same question) and did ask additional questions until I could answer a set number of correct ones.

Do it "computer says no" is an inflexible response in the situation clearly your situation didn't fit the regular criteria and flexible thinking was called for

The difference between the two was like night and day. I did repeatedly ask to be put through to another agent/manager and the first agent wouldn't do it. Quoting "they'd tell me exactly the same thing". I know it's completely meaningless to them, but I've been travelling with BA fairly regularly for the past 20 years and it's the first time o receive this type of service.

If you write a letter then it could turn out that the first agent was following procedure and the second one bent it when they shouldn't have.

I actually have thought about that slash but the truth is that unless an agent had been flexible, none of it would have been fixed. It was truly nobody's fault (I was even booked as a male when I'm not!) The third party booking side how now way to deal with it either