BA makes improvements to online and airport customer service

A new section of the website has been created by British Airways to help users change their bookings and find out more about their consumer rights if they have problems with their flight.

The new area of the airline’s website is aimed at helping passengers if their flights are disrupted.

The new initiative speeds up the resolution time by immediately connecting customers with the relevant department, rather than the general customer relations team.

The area help passengers to manage their bookings, re-booking, refunding or changing flights, as well as links to specific customer relations teams able to help with special assistance, compensation claims, and locating bags.

A multi-million pound investment in staff training at Heathrow is also being introduced to ensure travellers receive the best customer service.

As part of a new approach, every representative is being trained to help customers across a range of different areas – from ticketing, to re-booking, changing reservations, finding delayed luggage or providing up to date flight information.

It means that the first agent a customer meets will be the person that resolves their issue, according to the airline.

Global customer care general manager Finola O’Sullivan said: “We know that when our customers have experienced an issue they expect us to respond quickly. They also want us to give them more control over their journeys.

“The new section of the website means our customers can clearly identify where to send their enquiry, and, as it is immediately delivered to the appropriate team, we are able to deal with it faster.

“This is just one of many customer service enhancements we’re making this year.”

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