Combating Language Discrimination In Customer Service

Vasco Pedro, CEO and Founder of Unbabel, recently told me a story when I spoke to him on my podcast about his experience with British Airways’ customer service facilities in Portugal. He told me that if he calls British Airways’ English-language customer service line, he can get 24/7 support. But, if he calls the Portuguese customer service line, he can only do so between 9 am and 5 pm, Monday to Friday.

He told me this story not to pick on British Airways but to illustrate how customers who speak languages other than English often have to put up with lower service levels. He refers to this differing level

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