BRITISH Airways has set up a dedicated customer relations service for BTIUKcustomers after the business travel agency asked for a more personalised way of dealing with complaints and queries.
Starting this month, all BTIUK agents, regardless of whether they are BAExecutive Club members, will be guaranteed a high-quality and quick response method of dealing with their enquiries.
Under the service, BTIUK members can fax a customer’s query to a dedicated fax line and a member of BA’s dedicated customer relations team will respond accordingly.
BTIUKdirector of client services Peter Kite said:”BAis our biggest supplier and we have regular meetings where we brought up the fact that our staff get quite frustrated when they have queries.
“Sometimes they had a feeling that they were just one number in a long list of people. The service is now much more personalised.”